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Contact ShopMyExchange Customer Service

AI Summary: Reach ShopMyExchange customer service by phone at 1-800-527-2345, by email at support@shopmyexchange.co.com, or through live chat during business hours. Our team assists with orders, returns, account issues, eligibility questions and MILITARY STAR card enquiries. Phone and chat are available Monday–Friday 6 AM–9 PM CT and weekends 8 AM–5 PM CT.

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ShopMyExchange customer service representative assisting a military family with their order

Ways to Reach Us

ShopMyExchange customer service is committed to supporting military families with prompt, knowledgeable assistance across every channel.

Phone Support

1-800-527-2345

Our primary support line connects you directly with a customer service representative. For fastest assistance, have your order number (if applicable) and DoD ID or account email ready. Phone support is the quickest channel for resolving order issues, processing returns, and handling account lockouts.

Hours:
Mon–Fri: 6:00 AM – 9:00 PM CT
Sat–Sun: 8:00 AM – 5:00 PM CT

Email Support

support@shopmyexchange.co.com

Send a detailed message including your full name, account email or DoD ID, order number (if applicable), and a clear description of your issue. Email is ideal for non-urgent enquiries, documentation requests, and issues that require attachments such as screenshots or photos of damaged items.

Response Time:
24–48 business hours

Live Chat

Available during business hours

Access live chat by signing in to your ShopMyExchange account and clicking the Chat icon in the Help Centre. Chat representatives handle order status enquiries, return initiations, password resets, eligibility questions and general product information. Average wait time is under 3 minutes during normal hours.

Hours:
Same as phone support

What to Have Ready Before Contacting Us

Providing the right information upfront allows our team to resolve your issue faster — often in a single interaction.

For Order Enquiries

When contacting us about an existing order, please have the following available: your ShopMyExchange order number (found in your confirmation email and Order History), the email address associated with your account, and a brief description of the issue (wrong item received, shipping delay, damage, etc.). If the item arrived damaged, photographs of the damage and packaging are helpful for expediting a replacement or refund. Our representatives can pull up your order instantly with the order number, reducing call time significantly.

For Account and Eligibility Issues

For account access problems, have your registered email address and DoD ID number ready. If you are having trouble verifying eligibility, note whether you are active duty, retired, a veteran, a dependent, or a DoD civilian — each category has a different verification pathway. Veterans using the Online Shopping Benefit should have their VA verification status available. For DEERS-related issues, our team can guide you to the correct resolution channel, though DEERS updates must be processed through your installation's ID card office or the Real-Time Automated Personnel Identification System (RAPIDS).

MILITARY STAR Card Support

For questions specific to your MILITARY STAR card account, dedicated support is available through the Exchange Credit Program.

Card Services

The MILITARY STAR card is managed by the Exchange Credit Program (ECP). For balance enquiries, payment processing, statement questions, credit limit changes, and dispute resolution, contact the ECP directly at 1-877-891-7827. ECP representatives are available Monday through Saturday. When calling, have your MILITARY STAR card number or the last four digits of your Social Security number available for account verification.

Common MILITARY STAR card issues our general customer service team (800-527-2345) can assist with include: applying the 10% first-day discount, troubleshooting card acceptance at checkout, and confirming rewards point balances. For all billing disputes, fraud reports, and lost/stolen card replacements, contact ECP directly for the fastest resolution.

Reporting Issues

If your MILITARY STAR card is lost or stolen, report it immediately to the Exchange Credit Program at 1-877-891-7827. A replacement card is issued and shipped within 5-7 business days. For suspected fraud or unauthorised charges, ECP initiates an investigation and provides a provisional credit while the case is reviewed. You will not be held liable for unauthorised transactions reported promptly.

For general feedback, compliments, or complaints about your Exchange shopping experience, email support@shopmyexchange.co.com with the subject line "Customer Feedback." All feedback is reviewed by management and used to improve service. The Exchange takes customer satisfaction seriously — your input directly shapes the shopping experience for the entire military community.

Installation-Specific Support

For issues related to a specific Exchange store location, contacting the installation's Exchange directly may provide the fastest resolution.

Each Exchange store has its own customer service desk and management team. For in-store issues — product availability, layaway, special orders, or local promotions — contacting the Exchange at your installation is often the most direct path to resolution. Use the Find a Store feature to locate your installation's Exchange and its contact information. Store managers have authority to resolve most issues on the spot, including price adjustments, return exceptions and product inquiries.

For issues that span both online and in-store (such as returning an online purchase in-store, or checking in-store availability for an item seen on ShopMyExchange), either the central customer service line (800-527-2345) or the local Exchange can assist. Our systems are integrated, so customer service representatives at all levels have access to your order history and account information. The Department of Defense oversees Exchange operations to ensure consistent service standards across all locations.

Call Us Now: 1-800-527-2345

Our customer service team is ready to help with orders, returns, account access, eligibility and any other questions about your Exchange benefit.

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People Also Ask

What is the ShopMyExchange customer service phone number?
Call 1-800-527-2345 to reach ShopMyExchange customer service. Representatives are available Mon–Fri 6 AM–9 PM CT and Sat–Sun 8 AM–5 PM CT. Have your order number and DoD ID ready for fastest service.
What are ShopMyExchange customer service hours?
Phone and live chat: Monday–Friday, 6:00 AM to 9:00 PM Central Time. Saturday–Sunday, 8:00 AM to 5:00 PM Central Time. Email (support@shopmyexchange.co.com) is accepted 24/7 with 24–48 business hour response times.
How do I contact ShopMyExchange by email?
Email support@shopmyexchange.co.com. Include your order number, full name, account email or DoD ID, and a description of your issue. Responses arrive within 24–48 business hours. For urgent issues, call 800-527-2345 instead.
Does ShopMyExchange have live chat support?
Yes. Sign in to your account and click the Chat icon in the Help Centre. Live chat is available during business hours (Mon–Fri 6 AM–9 PM CT, Sat–Sun 8 AM–5 PM CT). Average wait time is under 3 minutes.