FAQ

 

Please contact us for help with your order!

PLACING YOUR ORDER

What payment methods can I use to place an order?
When placing an order, you may use the following payment methods:  Visa, MasterCard,and Discover,and debit cards with the MasterCard or Visa logo.

Who has access to restricted items (Badges, Awards)?

The Troop Coordinator, Vice Coordinator, Troop Treasurer, Charter Representative, Troop Shepherd, and Troop Advancement Chair will have access as Authorized Purchasers for their Troop.  Trailblazer Mentors will also have access to these restricted items.  All Authorized Purchasers will receive an email from customerservice@ahgonline.org with information on setting up their Authorized Purchaser accounts.  Once these accounts are set up and the Authorized Purchaser is logged in to their account, these restricted items will be visible.

What do I do if I have an Unfulfilled order being displayed in my account?
Any order discrepancies, such as “Unfulfilled Orders”, must be reported within 60 days of the confirmation of the order.

I would like to add or change something in my order?
Unfortunately, we are unable to add or change anything on your order once it has been placed.

I would like to cancel my order?
Unfortunately, we are unable to cancel your order once it has been placed.

 

TAX EXEMPTION

How does our Troop get tax-exempt status?
You will need to fill out the tax-exempt forms in order to be tax exempt on the AHGstore. Please do not complete your order until the tax-exempt process has been completed. You can start the tax-exempt process by checking with your charter.

• If you are sales tax exempt with your state, please submit an exemption form to AHG taxspecialist@ahgonline.org. Make sure this is the Sales Tax-Exempt form and not an Income Tax Exempt form. To be accepted the form needs to be completed in its entirety and must list American Heritage Girls, Inc as the seller. The AHG, Inc. address is 35 Tri-County Parkway, Cincinnati, OH 45246. Please make sure the form is signed and dated by the appropriate party in the tax-exempt organization. If your tax exemption has an expiration date, please make sure that the certificate is not expired. You will be contacted when your exemption is approved. 

• Please ensure you are using the email address associated with your tax-exempt status. This will be the same email that was used to submit the tax-exempt forms.

 

SHIPPING

When will my order ship?
Orders generally leave the fulfillment center within 2-3 business days with the exception of high-volume seasons (August-September and April-May) and National Holidays. You will receive an email once your order has shipped.

 

RETURNS and EXCHANGES

What is the return policy for the AHGstore?
All returned items must be in saleable condition and received within 30 days of your original receipt of the merchandise. Shipping and handling fees are not refundable. Badges and patches are not eligible for return. When returning an item, please use our return form to speed up the processing of your refund.

Can I return or exchange Badges?
The AHGstore does not accept Badge or patch returns or exchanges.

How do I exchange an item?
The AHGstore does not accept exchanges. 

How do I check on the status of my return?
The status of your return can be found by logging in to your account and clicking on “Order History” under “My Account”.

What do I do if an item in my order is damaged or incorrect?  

Please submit a ticket (click here) with your name, order number and information on the damaged, missing or incorrect item(s). 

 

ADDITIONAL INFORMATION

My items are no longer in my cart.

Please select your items for purchase and check-out in one session. Items are not held in your cart.

Are there any promotions available?

The AHGstore periodically offers promotions and discounts.  Please keep an eye out for AHGstore emails and AHG Quick Takes emails for promotions, new product announcements and special offers.

I can't find a specific product on the website.
Please use the search bar toward the top of the page in order to find what you are looking for. Fewer keywords are generally better for searching. You can also use the filtering options to further refine your search.  If you are searching for restricted items, please make sure you are using the email associated with your name in AHGfamily and that you are an authorized purchaser.