The Exchange Customer Service: AAFES Orders, Returns & Complaints

The Exchange, also known as AAFES or the Army & Air Force Exchange Service, helps eligible military shoppers with online orders, PX and BX store purchases, returns, exchanged items, shipping, damaged products, Military Star questions, store feedback, gift cards, warranties, recalls and customer-service complaints.

Many customers still search for AAFES, while The Exchange now uses branding such as “The Exchange,” “My Exchange” and “Shop My Exchange.” This page uses both names so shoppers can find the correct support route whether they know the company as AAFES, the PX/BX, ShopMyExchange or The Exchange.

The Exchange / AAFES customer-service information reviewed and updated in June 2026.

How To Contact The Exchange / AAFES Customer Service

• The Exchange / AAFES Customer Service: 1-800-527-2345
• TDD / Hearing-Impaired Support: 1-800-423-2011
• Customer-Service Fax: 1-800-446-0163
• Online Contact Page: Contact The Exchange
• Live Chat: Available through ShopMyExchange.com
• Order Status: Check an Exchange order
• Returns & Exchanges: Review return and exchange help
• Shipping & Delivery: Review shipping information
• Product Warranties: Review warranty information
• Overseas Customers: Review overseas Exchange information
• Product Recalls and Alerts: Check Exchange recall notices
• Store Feedback: Submit Exchange store feedback
• Find an Exchange Store: Find a PX, BX or Exchange location
• MILITARY STAR / Exchange Credit Program: 1-877-891-7827
• MILITARY STAR Website: Manage Military Star account
• Corporate Main Number: 1-214-312-2011
• Headquarters Address: Army & Air Force Exchange Service, 3911 S. Walton Walker Boulevard, Dallas, TX 75236-1598
• Website: www.ShopMyExchange.com

Customer-service hours: The Exchange currently lists customer-service phone hours as Monday through Saturday, 6:00 a.m.–10:00 p.m. Central Time. Chat and online account tools may be available separately through ShopMyExchange.com.

Important: The corporate office is not the best first contact for online orders, returns, exchanged items, Military Star, defective merchandise, shipping delays or PX/BX store complaints. Start with Exchange Customer Service or the store where the purchase was made.

AAFES, The Exchange, PX and BX: Are They the Same?

Yes, in most customer-service searches these terms refer to the Army & Air Force Exchange Service.

• AAFES: Army & Air Force Exchange Service
• The Exchange: Current public-facing brand used by AAFES
• Shop My Exchange: Online shopping website
• PX: Post Exchange, commonly used on Army installations
• BX: Base Exchange, commonly used on Air Force installations

This page uses “The Exchange” and “AAFES” together because many shoppers still search the older AAFES name, while the official shopping site now emphasizes The Exchange and ShopMyExchange branding.

Choose the Correct Exchange Support Route

• Online order status: Sign in to ShopMyExchange.com and check order tracking.
• Return or exchanged item: Use the Returns & Exchanges page or call 1-800-527-2345.
• Damaged or defective item: Contact Customer Service before returning, especially for vendor-shipped, large, specialty or damaged merchandise.
• Store purchase: Contact the local PX, BX or Exchange customer-service desk first.
• Store complaint or employee issue: Submit store feedback through the Exchange customer-relations form.
• Military Star credit card: Contact the Exchange Credit Program at 1-877-891-7827.
• Gift card or gift certificate issue: Use ShopMyExchange customer service or the gift-card balance tools.
• Eligibility or account access: Use ShopMyExchange account support.
• Overseas order or APO/FPO issue: Review overseas customer and shipping information before contacting support.
• Recall or safety notice: Check the Exchange product-recall page.

Information To Gather Before Contacting The Exchange

• The order number
• The ShopMyExchange account email address
• The name on the order
• The product name and item number
• The purchase date
• The store location, if purchased in person
• The original receipt or digital receipt
• The shipping confirmation and tracking number
• Photographs of damaged or defective merchandise
• The return or exchange confirmation number
• The vendor name, if the item shipped directly from a vendor
• The payment method used
• The last four digits of the payment card
• The Military Star account number, if relevant
• Previous case, chat or call-reference numbers
• The specific resolution being requested

Do not publish full account numbers, Military Star account numbers, payment-card information, order screenshots with addresses, military ID details, Social Security numbers, passwords or private personal information in a public review.

Common Reasons Customers Contact The Exchange

• Online order not received
• Order delayed or repeatedly pushed back
• Vendor-shipped item problem
• Item arrived damaged
• Defective furniture, mattress, appliance or electronics item
• Return request
• Exchange or exchanged-item problem
• Wrong item shipped
• Refund not received
• Gift card or gift certificate issue
• Price match or advertised-price problem
• Military Star payment issue
• Military Star card lost or stolen
• PX or BX store complaint
• Store refused a return or exchange
• Product availability issue
• Account login problem
• Eligibility verification problem
• Overseas shipping or APO/FPO delivery problem
• Product recall or warranty question

Exchange Orders and Shipping Problems

For online orders, start by signing in to ShopMyExchange.com and reviewing the order history. Order status, shipment tracking, cancellations and return options may appear inside the customer account.

Before Calling About a Delayed Exchange Order

1. Check the order status online.
2. Confirm whether the item was sold by The Exchange, a vendor or a Marketplace seller.
3. Review the estimated shipping date.
4. Check tracking from the shipping carrier.
5. Look for emails about backorders or substitutions.
6. Confirm the shipping address.
7. Call 1-800-527-2345 if the order status is unclear.
8. Ask whether the order can be canceled if it has not shipped.
9. Request a case number for a delayed, missing or duplicate shipment.

Vendor-shipped items may require coordination between The Exchange and the supplier. Ask whether The Exchange or the vendor controls the shipping, cancellation and replacement process.

Returns and Exchanges at The Exchange

The Exchange uses the phrase “Returns & Exchanges” on its customer-service pages, and that is the term many customers now search when they want to return or exchange an item.

Customers may need help when:

• An item needs to be returned
• An item needs to be exchanged for a different size, color or model
• An item was already exchanged but the replacement has a problem
• The store will not accept a return
• An online order needs to be returned by mail
• A vendor-shipped item arrived damaged
• A refund has not appeared
• The return label is missing or not working
• A specialty item has different rules

Basic Steps To Return or Exchange an Item

1. Keep the receipt or order confirmation.
2. Keep the original packaging when possible.
3. Review the item’s return window and exclusions.
4. Check whether the item must be returned online, in store or by registered mail.
5. Photograph any damage or defect.
6. Contact Customer Service before returning damaged, defective, oversized or vendor-shipped merchandise.
7. Use the return method approved by The Exchange.
8. Keep the return label, tracking number and delivery confirmation.
9. Check the refund status after the item is received.

Do not ship a damaged, high-value, specialty or vendor-shipped item without current return instructions from The Exchange.

Exchange Item Already Exchanged but Still Wrong

Customers sometimes contact The Exchange because an item was exchanged and the replacement was still incorrect, damaged, defective, late or missing parts.

What To Do

1. Keep the original purchase receipt.
2. Keep the exchange receipt or replacement-order confirmation.
3. Photograph the replacement item and packaging.
4. Write down the serial number or model number.
5. Contact the same customer-service route used for the original exchange.
6. Explain that the item was already exchanged once.
7. Ask whether a new return authorization, replacement, repair or refund is available.
8. Request written confirmation of the next step.

Using the word “exchanged” in the complaint can help the representative understand that this is not the first contact about the item.

Damaged, Defective or Vendor-Shipped Items

Some of the most difficult Exchange complaints involve large items such as furniture, mattresses, appliances or electronics that ship directly from a vendor.

Before contacting support, gather:

• Photos of the item and packaging
• The delivery date
• The carrier tracking number
• The vendor name, if shown
• The serial number or model number
• A written description of the defect
• Any technician or delivery notes
• All prior emails from The Exchange or the vendor

Ask whether The Exchange, the vendor, the manufacturer or the carrier is responsible for pickup, replacement, repair or refund. Ask for the answer in writing when possible.

Refund Not Received From The Exchange

Refund timing can depend on the return method, item type, payment method, vendor, carrier and whether the returned item has been received and inspected.

Steps To Follow Up on a Refund

1. Confirm that the item was returned through the approved method.
2. Locate the tracking number.
3. Confirm delivery to the return center or vendor.
4. Check whether the return was inspected or accepted.
5. Review the original payment method.
6. Call Customer Service at 1-800-527-2345.
7. Ask when the refund was processed.
8. Ask which payment method will receive the refund.
9. Request a case number.
10. Contact the card issuer if The Exchange confirms the refund was processed but it still does not appear.

A pending authorization may disappear rather than appear as a separate refund. A completed refund can also take additional time to post depending on the card issuer.

Exchange Price Match, Advertising and Promotion Complaints

Customers may contact The Exchange when a sale flyer, Black Friday ad, online promotion, coupon, price match or store sign does not match what happened at checkout.

Before Filing an Advertising Complaint

• Save a screenshot or photo of the ad.
• Record the product name and SKU.
• Check the offer dates.
• Review exclusions and quantity limits.
• Ask the store manager to explain the decision.
• Keep the receipt.
• Submit store feedback if the issue was not resolved locally.
• Ask Customer Service whether the promotion was national, local or online-only.

Clearly explain whether you are asking for a price adjustment, refund, exchange, corrected advertisement or management review.

PX, BX and Local Store Complaints

For an in-store problem at a PX, BX, Express, gas station, food court, military clothing store or other Exchange location, start with the local store manager when possible.

Common store-level complaints include:

• Return or exchange refused
• Advertised item unavailable
• Incorrect price at checkout
• Staff conduct complaint
• Fuel, convenience store or Express issue
• Restaurant or concession complaint
• Military clothing or uniform issue
• Gift card problem
• Store cleanliness or accessibility concern

How To Submit Useful Store Feedback

• Include the installation or store name.
• Include the city, state or country.
• Include the date and approximate time.
• Include the receipt number when available.
• Describe the specific issue.
• Identify the department involved.
• Explain what the manager said.
• State the resolution being requested.

MILITARY STAR / Exchange Credit Program Help

MILITARY STAR is handled through the Exchange Credit Program, which uses a separate support system from ordinary online shopping and store customer service.

• MILITARY STAR Customer Service: 1-877-891-7827
• Manage MILITARY STAR Account: MyECP.com
• Payment Mailing Address: The Exchange, P.O. Box 740890, Cincinnati, OH 45274-0890

Common MILITARY STAR Issues

• Payment not posted
• Bank account removed or not accepted
• Card declined
• Lost or stolen card
• Authorized-user question
• Rewards problem
• Late payment or delinquency notice
• Billing statement issue
• Dispute about a charge

If a MILITARY STAR payment was not posted, gather the payment date, amount, check number or confirmation number before calling.

Online Shopping Eligibility and Account Access

ShopMyExchange.com is available to eligible military shoppers. Eligibility can include active-duty service members, military retirees, certain veterans, National Guard and Reserve members, eligible family members and other authorized patrons.

Account access problems may involve:

• Eligibility verification
• Incorrect name or service record
• Forgotten username
• Forgotten password
• Old email address
• Locked account
• Multiple accounts
• Overseas or APO/FPO address issue

Login Troubleshooting

• Use the forgot-username option.
• Use the forgot-password option.
• Confirm the account email address.
• Try another browser or private window.
• Clear browser cookies.
• Check whether a military verification step is pending.
• Call 1-800-527-2345 if account recovery fails.

Do not create multiple accounts unless The Exchange instructs you to do so. Duplicate accounts can make order history, returns and eligibility verification more difficult.

Gift Cards, Gift Certificates and Balance Questions

Customers may contact The Exchange about:

• Gift card balance
• Lost or stolen gift card
• Gift card not accepted online
• Gift card not accepted in store
• Digital gift card not received
• Refund issued to a gift card
• Gift certificate question

Keep the card number, purchase receipt and transaction details. Do not publish the complete gift card number or PIN in a public review.

Overseas, APO/FPO and Deployment-Related Orders

The Exchange serves eligible customers in the United States and overseas. Shipping rules, availability, delivery times and return options can differ for APO/FPO, DPO and overseas locations.

Before Calling About an Overseas Order

• Review the shipping address carefully.
• Confirm APO, FPO or DPO formatting.
• Check whether the item is restricted for overseas shipment.
• Review carrier tracking.
• Allow additional time for military mail.
• Save customs, shipping and order emails.
• Call Customer Service if tracking has stopped updating.

Some items may not be eligible for shipment to every overseas location because of size, carrier, customs, safety, warranty or product restrictions.

Product Recalls and Safety Alerts

The Exchange maintains product recall and safety-alert information. Customers should check recall notices when a product may involve a safety issue, defect, food concern, appliance problem, battery risk or manufacturer warning.

When checking a recall, compare:

• Brand
• Model number
• Serial number
• UPC
• Manufacturing date
• Lot or batch number
• Purchase date
• Recall instructions

Do not use a product that matches an active safety recall until the recall instructions are reviewed.

How To Escalate an Unresolved Exchange / AAFES Complaint

1. Start with the correct route. Use ShopMyExchange Customer Service, local store management or Military Star support depending on the issue.
2. Request a case number. Record the representative, date, time and promised action.
3. Save written records. Keep emails, chat transcripts, order pages, receipts, return labels and tracking numbers.
4. Use the store feedback form. This is useful for PX/BX service, advertising, local management and in-store return complaints.
5. Ask for supervisor review. Clearly explain the unresolved issue and requested resolution.
6. Contact the vendor or manufacturer when directed. For vendor-shipped or warranty items, ask The Exchange to clarify who controls the replacement or refund.
7. Use Military Star support separately. Credit-card billing and payment issues should go through the Exchange Credit Program.
8. Contact the payment provider when appropriate. Use this for a genuinely unauthorized or unresolved completed charge.
9. Use formal complaint channels when necessary. Serious fraud, ethics or legal concerns may require different official channels than ordinary customer service.

Clearly state the requested resolution, such as refunding an order, exchanging an item, replacing a defective product, honoring a promotion, correcting a Military Star payment, locating a shipment or reviewing store management conduct.

The Exchange / AAFES Customer Reviews and Complaint Sentiment

At the time this page was updated, the CustomerServiceNumbers.com rating module displayed an AAFES rating of 3.0 out of 5 stars based on four reviews.

The visible reviews are from 2014, so they are a dated sample rather than a current measurement of The Exchange’s customer-service performance.

The submitted reviews describe:

• Advertising and price-promotion concerns: One reviewer said a Black Friday flyer was confusing and not honored as expected at the PX.
• Vendor-shipped order problems: One reviewer said an order shipped directly from a vendor caused confusion, repeated calls and difficulty getting help.
• Defective merchandise complaint: One reviewer described difficulty resolving a defective mattress purchase and confusion over whether AAFES or the vendor would handle the replacement.
• Employment-related concern: One review involved an AAFES hiring or probationary employment complaint, which is separate from ordinary shopping customer service.

These older reviews suggest that customers may become frustrated when an issue involves advertising, vendor-shipped merchandise, large-item defects, unclear responsibility between The Exchange and a vendor, or difficulty reaching a decision-maker. They do not prove that every Exchange order, store or return has the same problem today.

The previous page stated broadly that customers appreciate tax-free shopping and discounted goods while complaining about shipping delays and availability. That may be true for some shoppers, but the statement was not directly supported by the four reviews visible on this page, so this revision uses the actual review themes instead.

What To Include in an Exchange / AAFES Review

• Whether the issue involved ShopMyExchange.com, a PX, a BX or Military Star
• The store location or order type
• The product or service involved
• Whether the issue involved an order, return, exchange, refund, promotion, vendor or credit account
• The support route used
• Whether a case number was provided
• How many times support was contacted
• Whether the item was returned, exchanged or replaced
• Whether a refund or credit appeared
• Whether the issue was ultimately resolved

Do not publish full order numbers, account numbers, payment details, Military Star information, home addresses, employee personal information or other sensitive details.

What To Expect When Contacting The Exchange

• The representative may ask for the order number or receipt.
• Online and store purchases may use different return procedures.
• Vendor-shipped merchandise may require extra coordination.
• Large items may need pickup or special return instructions.
• Damaged items should be documented with photographs.
• Military Star issues are handled by the Exchange Credit Program.
• Overseas and APO/FPO shipments may take longer.
• Some product categories have shorter return windows.
• Returns, exchanges and refunds may require inspection or authentication.
• Store complaints are often best documented through store feedback.

The Exchange / AAFES Frequently Asked Questions

What is The Exchange customer-service number?

The Exchange / AAFES customer-service number is 1-800-527-2345.

Is AAFES now called The Exchange?

AAFES is the Army & Air Force Exchange Service. The organization commonly uses The Exchange, My Exchange and ShopMyExchange branding for customer-facing shopping and support.

What are Exchange customer-service hours?

The Exchange currently lists customer-service phone hours as Monday through Saturday, 6:00 a.m.–10:00 p.m. Central Time.

Does The Exchange offer live chat?

Yes. Chat is available through ShopMyExchange.com.

How do I return or exchange an item from The Exchange?

Use the Returns & Exchanges section on ShopMyExchange.com, check the item’s return rules and call 1-800-527-2345 for damaged, vendor-shipped, specialty or difficult returns.

Can an item bought online be exchanged in a store?

It depends on the item, seller, condition, category and return rules. Check the online order details and call Customer Service before assuming a store can process the exchange.

What should I do if my exchanged item is also defective?

Keep the original receipt, exchange receipt, replacement-order confirmation and photos. Contact Customer Service and explain that the item was already exchanged once.

How do I complain about a PX or BX store?

Start with the local manager when possible, then use The Exchange store feedback form with the store location, date, receipt and requested resolution.

What is the Military Star customer-service number?

The Military Star / Exchange Credit Program number is 1-877-891-7827.

What should I do if my Military Star payment did not post?

Contact the Exchange Credit Program at 1-877-891-7827. Have the payment date, amount, check number or confirmation number available.

Where is The Exchange headquartered?

The Army & Air Force Exchange Service is headquartered at 3911 S. Walton Walker Boulevard, Dallas, Texas 75236-1598.

What is the AAFES corporate phone number?

The corporate main number is 1-214-312-2011. Use customer service or Military Star support for ordinary shopping and credit-account problems.

How do I check an Exchange order?

Sign in to ShopMyExchange.com and open order tracking, or contact customer service with the order number.

How do I report a product recall issue?

Check the Product Recalls and Alerts section on ShopMyExchange.com and compare the brand, model, UPC, serial number, purchase date and recall instructions.

Is The Exchange the same as the Navy Exchange or Marine Corps Exchange?

No. The Exchange / AAFES serves Army, Air Force and Space Force communities. Navy Exchange, Marine Corps Exchange and Coast Guard Exchange use separate support systems.

Related Retail and Military Shopping Pages

• Walmart Customer Service
• Target Customer Service
• Costco Customer Service
• Amazon Customer Service

Related Consumer Resources

• AAFES / The Exchange Corporate Office and Headquarters Information
• Research an Unknown Exchange, AAFES or Military Star Charge
• Check a Suspicious Exchange, Military Star or AAFES Message
• Read and Share Retail Company Reviews
• Find Chat and Online Customer-Support Options

Why Trust CustomerServiceNumbers.com?

CustomerServiceNumbers.com has helped consumers locate company-support information and share customer-service experiences since 2004. We independently organize verified contact routes, common order and billing problems, complaint information and practical escalation steps.

Our goal is not simply to publish one telephone number. For The Exchange / AAFES, customers may need different routes for ShopMyExchange orders, PX/BX store complaints, returned or exchanged items, vendor-shipped merchandise, Military Star, gift cards, overseas shipping, recalls and local store feedback.

Reviews may be moderated for spam, profanity, scams and personally identifiable information while preserving the reviewer’s original meaning.

Share Your Exchange / AAFES Customer Service Experience

Have you contacted The Exchange, AAFES, ShopMyExchange, a PX, a BX or Military Star about an order, return, exchanged item, damaged product, promotion, refund, shipping delay, store complaint or credit-account problem?

Leave a rating and review below. Include the order type, store location if relevant, support route used, whether a case number was provided, how long assistance took and whether the issue was resolved.

Do not publish full order numbers, Military Star account numbers, payment-card information, passwords, home addresses, military ID details, employee personal information or other sensitive information.

Disclaimer: CustomerServiceNumbers.com is an independent consumer website and is not affiliated with The Exchange, AAFES, the Army & Air Force Exchange Service, ShopMyExchange, the Exchange Credit Program, Military Star, the Department of Defense, any military branch or any Exchange vendor. The Exchange does not provide customer support through this website. Contact The Exchange, Military Star, the local PX/BX, the vendor or the appropriate official support channel directly.