Online Store FAQ

Girl Guides of Canada-Guides du Canada launches online store

Girl Guides of Canada-Guides du Canada’s new online store allows Members and parents/guardians to browse and shop for our full range of GGC merchandise any time, anywhere. Any net income goes back into supporting national and local Guiding.

Our new online store is user-friendly and buying from thegirlguidestore.ca couldn’t be easier. Below is a list of frequently asked questions (FAQs) to help get you started.

THE BENEFITS OF GGC’S ONLINE STORE
What are the benefits of an online store?
Why did GGC move to e-commerce?
Is the e-commerce site secure?

MERCHANDISE
What can I buy online?
What items does my child need for Guiding?
How do I know what size of uniform to order?
Why can't I see some items?

PLACING YOUR ORDER
How do I start shopping at thegirlguidestore.ca?
I’m already registered on this site. Why do I have to re-register?
I have forgotten my username/password how can I retrieve them?
How do I place an order online?
Will orders be accepted by mail or fax?
Will Guiders have to pay up front for badges and other merchandise for the Unit?
What type of payment is accepted at the online store?
How long does it take for orders to be processed?
Is telephone support available for people who don’t have Internet access or are uncomfortable ordering on the Internet?
Can customers outside of Canada shop at the site?
How will Provincial Councils order awards and insignia?

SHIPPING AND HANDLING
What are the shipping and handling charges?
How are the taxes calculated on orders?
I haven’t received my order yet. How do I track it?

RETURN POLICY
How do I return an item?
What items can be returned?
Can items be returned if damaged?
What if an incorrect size was ordered?
Where do I send items to be exchanged or refunded?

GUIDE STORES
Are Guide stores remaining open after the online store has been launched?

GGC-SPECIFIC QUESTIONS
Will a copy of the merchandise catalogue still be produced?
Where do the badges go on the badge sash?
How do I tie my tie?
How does my child earn a certain badge? And how does she get it?

The benefits of GGC’s online store

What are the benefits of an online store?
An online store ensures that all Members have fair and equitable access to GGC merchandise in a fast, reliable and convenient manner. Members and parents/guardians will be able to shop for GGC merchandise from the comfort of their home and have their purchases delivered to their door. This is especially beneficial for those who don’t live close to a Guide Store.

Our new, national online store will also help to raise the profile of GGC by ensuring merchandise is consistent throughout the country.

Why did GGC move to e-commerce?
The primary objective of GGC merchandising is to provide equal access to our products, no matter where you live in Canada. Our new online store means our products are now available to all Members at a reasonable cost and delivered in a short timeframe regardless of where they live.

Is the e-commerce site secure?
Yes, the e-commerce site is totally secure. All information processed on this site is sent using secure technology that ensures your personal information is safe and secure and cannot be intercepted.

Merchandise

What can I buy online?
Our online store offers the full range of Guiding products – from uniform pieces for every branch, program books and resources, awards and insignia to camp hats, Girl Guide gifts and other great GGC products.

What items does my child need for Guiding?
Please see our “Starter Kits” for the information you need. Starter Kit information is available both online and in the print catalogue.

How do I know what size of uniform to order?
Detailed sizing charts are available on the site.

Why can't I see some items?
You may not be signed in. Sign in by clicking on the "Sign in" link located on the top navigation bar. Please note that some items, such as badges and insignia, can only be ordered by Unit Guiders and District, Division, Area or Provincial Commissioners and are not available for purchase by parents.

Some items are restricted to certain Members. When you register on this site and are an active Unit Guider or District, Division, Area or Provincial Commissioner, you will be asked for your iMIS number. This iMIS number will determine which items you can see based on your role in the iMIS system.

Placing your order

How do I start shopping at thegirlguidestore.ca?
Like most online stores, the first step is setting registering as a user. Registering is easy and can be done using our Registration Page. Unit Guiders and District, Division, Area or Provincial Commissioners will need to provider their Member (iMIS) number when registering to allow them to order items such as badges. After completing registration a confirmation e-mail will be sent to you detailing your registration information.

I’m already registered on this site. Why do I have to re-register?
This is a new National online store. If you had registered for an account on the previous online store please note that, due to privacy regulations, you will need to re-register your account.

I have forgotten my username/password how can I retrieve them?
If you have forgotten your username, you can retrieve it by using the Username Retrieval Page.

If you have forgotten your password, you can retrieve it by using the Password Retrieval Page.

How do I place an order online?
Begin by searching for the desired item(s). When you click on an item, you will be presented with an Item Detail page. From this page you can add the item to your shopping cart.

Once all desired items have been added to your shopping cart, you can proceed to the checkout page by clicking the "Proceed to Checkout" button on the shopping cart page. Please note that you must be logged in before you are able to checkout.

You will be asked to provide your shipping and billing information on subsequent pages. As well, you will have the option of selecting several shipping options. Please note that some of the shipping options may incur additional shipping costs.

The final checkout screen, Order Confirmation, will provide a summary of your information. At this point, if you are paying with a Visa, MasterCard or Purchase Card, your card will be processed and the order will be placed. If you are paying via PayPal, you will be redirected to PayPal to complete your order. An order confirmation email will be sent once the order is complete.

Will orders be accepted by mail or fax?
No, orders will not be accepted by mail or fax. If you are having problems placing your order online please contact the Girl Guides Store customer support @ 1.877.605.9339.

Will Guiders have to pay up front for badges and other merchandise for the Unit?
Yes. All orders placed with the online store must be paid prior to processing.

What type of payment is accepted at the online store?
You may pay by PayPal, Visa or MasterCard, or PREPAID Visa or MasterCard.

A Paypal account may be set up for a Unit bank account for the purposes of purchasing from the GGC Online Store. It is quite acceptable that only one of the GGC bank signing officers on the GGC Unit bank account be designated to set up and administer the Paypal account. As noted in Guiding Essentials, Section 8, Finance, all expenditures are to be supported by complete and detailed documentation and monthly bank reconciliations are to be prepared for the bank account. The bank reconciliations should be prepared by a bank signing officer who is not the administrator of the Paypal account. Guiding Essentials will be revised to reflect this information at its next scheduled update.

Click here for GGC’s tips on using PayPal, a secure way to shop and pay for items online.

How long does it take for orders to be processed?
Orders will be shipped within 24 hours.

Is telephone support available for people who don’t have Internet access or are uncomfortable ordering on the Internet?
Yes, support is available – call 1-877-605-9339. For general questions about Girl Guides of Canada not related to merchandise, please call 1-800-565-8111.

Can customers outside of Canada shop at the site?
Yes, customers outside of Canada will be able to purchase merchandise from the online store.

How will Provincial Councils order awards and insignia?
Awards and insignia are available from the online store.

Shipping and Handling

What are the shipping and handling charges?

For a package that weighs less than 2 lb, S&H is $9.00.
For a package that weighs between 2lb and 5lb, S&H is $11.00.
For a package that weighs between 5lb and 10lb, S&H is $15.00.
For a package that weighs between 10lb and 15lb, S&H is $16.00.
For a package that weighs between 15lb and 20lb, S&H is $17.00.
For small earned badge orders ( not insignia or emblems ) under 100 grams and less than $10 in total value there is a $2.00 S&H charge. These orders will be mailed out.

How are the taxes calculated on orders?
All applicable combined federal and provincial sales taxes are calculated based on the rates in the province/territory where the order is being shipped.

I haven’t received my order yet. How do I track it?
The tracking information was supplied in the Email Tracking Information email sent to you after your order was shipped.

Return Policy

How do I return an item?

Print the return label which was sent with your order confirmation email.
Fill in your name and address.
Attach the print out to the outside of the carton.
Take the carton to your local Post Office. (Shipping will be paid by us.)

What items can be returned?
All items with the exception of badges, insignia, worn clothing, made to measure uniform tops, rings or flag lettering can be returned within 30 days of the original receipt of materials. Always include a copy of your packing list with a notation indicating:

The exact nature of the problem
The corrective action you are requesting (refund or exchange)
Your daytime telephone and/or fax number and/or email address

If you do not have your packing slip, please indicate the order number and the name of the person who purchased the order on a separate piece of paper. We will refund or credit the value of the item and any taxes you were charged.

Can items be returned if damaged?
If an item was damaged in transit a full refund or exchange will be provided if returned within 30 days of the original receipt of materials. If an item has been worn no refund or exchange will be given.

What if an incorrect size was ordered?
If an incorrect size was ordered it must be returned within 30 days of the original receipt of materials. Once the item has been returned a refund or exchange will be given. When returning an item always include a copy of your packing list with a notation indicating:

The item with the incorrect size
The corrective action you are requesting (refund or exchange)
Your daytime telephone and/or fax number and/or email address

Where do I send items to be exchanged or refunded?
All items can be returned to the following address:

Girl Guides of Canada-Guides du Canada
70 Easton Road
Brantford, ON N3P 1J5

The return shipping and handling costs will be paid by Girl Guides of Canada-Guides du Canada. Please use the Prepaid Return Label received in your order confirmation email to return items.

Guide Stores

Are Guide stores remaining open after the online store has been launched?
Some GGC stores will remain open for a limited time. All physical stores will be closed by December 31, 2010.

GGC-Specific Questions

Will a copy of the merchandise catalogue still be produced?
Yes. The catalogue is distributed in August to Provincial Council offices.

Where do the badges go on the badge sash?
Please see the program book or ask your child’s leader.

How do I tie my tie?
Please see the program book or ask your child’s leader.

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How does my child earn a certain badge? And how does she get it?
Please see the program book or ask your child’s leader. Usually the leader will hand out badges once they are earned.