Girl Guide Store Frequently Asked Questions (FAQs)
January 2023

FAQ – Girl Guides of Canada-Guides du Canada (thegirlguidestore.ca)


How to Shop at Girl Guides

Q. How do I start shopping at thegirlguidestore.ca?

A. CREATE AN ACCOUNT or use our guest checkout.
Note: Guest accounts will not allow access to order history.

What are the supported browsers to shop at the online store?

  • Optimized for Google Chrome (version 52 or later) - recommended
  • Apple Safari (version 8 or later)
  • Microsoft Internet Explorer (IE 11 and Edge) – reported compatibility issues
  • Mozilla Firefox (version 47 or later)
  • Opera

Q. What are the uniform guidelines and sizing?

A. We can produce a made to measure uniform T-shirt/Tunic, for both girls and adult members, if the size requirements fall outside of the sizing chart. Please contact the Customer Support Team (contact information is located on the last section of the FAQs).

Q. Is latex used in the production of Girl Guide uniforms?

It is confirmed with our uniform shirt supplier that no latex is used in the manufacturing, printing, handling or shipping of the GGC uniform.



Q. What happens if an item is out of stock?


  • If an item is currently out of stock, you will not be able to order or pay for it.
  • We invite you to click on the out of stock item to sign up for an email notification. Once you receive the notification that the item is back in stock, we recommend you place your whole order at once to avoid additional shipping charges.
  • Some out of stock items may also be discontinued items.
  • Customer Support contact information is located on the last section of the FAQs.

Q. Can I save my shopping cart if I’m not ready to checkout?


  • The shopping cart is automatically saved in your internet browser.
  • Click the UPDATE button if you make any changes in your shopping cart.
  • If your browser is set to auto delete/clear cache, you will lose the items in your shopping cart.
  • Carts are not saved between devices.

Note: There is no guarantee that all items in the saved cart will be available when you continue shopping.


Q. What methods of payment are accepted?

A. The store accepts Visa, Mastercard (including Girl Guide issued purchase cards), American Express, Debit/Visa, pre-paid credit cards or a PayPal account.

The following chart shows the applicable tax rates, based upon the province the order is being shipped to, within Canada.


We will not collect these taxes on orders from outside Canada. However, recipient is responsible for the payment of foreign duties and taxes assessed.








Alberta/Northwest Territories/Nunavut/Yukon






British Columbia





Only 5% GST on children's clothing and books.






Only 5% GST on children's clothing and books.

New Brunswick





Only 5% on books.






Only 5% on books.

Nova Scotia





Only 5% on children's clothing and books.






Only 5% on children's clothing and books.

Prince Edward Is.





Only 5% on children's clothing and books.






Only 5% GST books.






Only 5% GST books.

Q. How long will it take to receive my order?

A. Processing orders can take up to 5 business days. Transit time, within Canada, could be approximately 1-7 business days depending on the shipping address/destination and the type of shipping option chosen at checkout. A rush shipping option is available in the checkout, where pricing will also be provided.   Please be aware that this does not affect the processing time..just the Canada Post shipping time.
Tracking your order can be done by clicking on ‘YOUR ACCOUNT’ or through the shipping confirmation email you received when your order shipped.

Q. How is the shipping charge calculated?


Package Weight

Shipping and

Less than or equal to
2 lb (.907kg)


Between 2.01lb (.908kg) and 5.00lb (2.268kg)


Between 5.01lb (2.269kg) and 10.00lb (4.536kg)


Between 10.01lb (4.537kg) and 15.00lb (6.804kg)


Between 15.01lb (6.805kg) and 20.00lb (9.072kg)


Between 20.01lb (9.073kg) and 25.00lb (11.340kg)


Larger than 25.00 lb (11.340kg)

$5.00 increase for every 5lbs (2.268kg)

U.S./International shipping and handling charges will vary based on weight and location. This will be calculated in the checkout. 

S & H will be $2 or $3.19 for small earned badge and crest orders (not including pins). This will be calculated in the checkout. These orders will be mailed with Canada Post, which will not have tracking information. You may upgrade it to standard or priority shipping at checkout to be able to track your order (if you created an account).



Returns/Exchanges/Altering Orders

Q. Can an order be changed after it has been placed and paid for?

A. We are unable to add/delete/exchange items or change shipping options after you have completed and placed your order.

Q. What is your policy on returns, refunds, and exchanges?

A1. Returns:

 Within 30 days after receiving your shipment, you may return any item except:

  • Earned badges
  • Challenge crests
  • Insignia
  • Awards
  • Earrings
  • Made to measure uniform shirts
  • Made to size rings
  • Flag lettering/lettered flag
  • Sale and/or discounted items
  • Personalized/custom items 

A2. Refunds:

You can contact the Customer Support Team within three (3) days of receipt of the order for the following.

  • Damaged
  • Defective
  • Substandard quality
  • Missing
  • Received merchandise that is different from the packing slip

* Additional information is also located on the last section of the FAQs.

A3. Group Order Returns:

For returns on group orders, please contact the Customer Support Team.

The original order number will be needed to complete the return. Refunds will be credited to the same form of payment used, to the person who paid, when the original order was placed.
Please provide the shipping information, if different from the original order’s shipping address.

Customer Support Team
Contact information:



A4. Other Return Policies:

·         Shipping and handling charges are not refundable.

·         Items returned after 30 days, from date of order, will not be processed.


Note: Upon receipt of your return, GGC will assess and determine if the item(s) is/are in a re-saleable condition. Otherwise the item(s) will be returned to the customer and no refund/exchange will be processed or issued.


A5. Steps to Start a Return:

After considering the above policies, please follow the steps below to place a return:

  1. Contact Customer service at 1-877-211-6050 or support@thegirlguidestore.ca to receive a return authorization. The cost of shipping back returns is the customer’s expense.

Once you have received authorization:

  1. Enclose a copy of your Packing Slip/Confirmation email/or print from the Online Store under YOUR ACCOUNT.
  • Tell us what you are returning, the reason, and if this a refund or an exchange (provide the size).
  • Include your daytime phone number, should we need to contact you.
  • If you are shipping the exchange to a different address from the original order, please provide the new shipping address.
  • Ensure your parcel is securely packaged, wrapped and reinforced.

o    The Address to ship your parcel to is:

Girl Guides of Canada-Guides du Canada

  1. Take your parcel to a Canada Post outlet.
  • If you would like to track your return package, please have your Return Label scanned at a Canada Post outlet.
  • Keep the small portion containing your return tracking number.
  • Once your return is received, we will process the refund or ship the exchange item(s) as you have requested.
  • Refunds will be credited to the same form of payment used on the original order.


Q. What is Your Contact Information?


A1. The Customer Support Team is available from 8:30 a.m. to 5:00 p.m. EST (Monday – Friday).

Call us by phone at our toll free line 1-877-211-6050 or
email: support@thegirlguidestore.ca
Our fax number is 1-519-452-1329.

One of our representatives will be glad to answer your inquiries.
We want you to be happy with your purchase from the GGC Online Store.
If something isn’t right, please let us know!


For any Girl Guide questions not related to merchandise or purchasing uniforms, contact info@girlguides.ca

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