Products Frequently Asked Questions

Q. How do I find a product?
A. Go to the products area which is organized either by topic (for example, Deployment or Sesame Street) or by type (for example, booklets or CDs and DVDs). Additionally, you can locate specific products by using the search feature in the upper right corner of the page.

Q. How do I order a product?
You can download many of these products. Look for the annotation, "downloadable," under the product description.

To place an order, you must be logged in, which you can do by clicking the login button in the upper right-hand corner of the page. In addition, you'll find the "Log in to order" link directly under a product or the login button in the right column of the products page.

Q. Will my existing username and password work in the new products area?
A. Yes. Your existing Military OneSource username and password will continue to work in the new products area. However, passwords must now be changed every 60 days.

Q. How many items can I order?
A. Eligible service members and family members are limited to one of each item while service provider limits vary depending on the material(s) being requested.

Any orders placed by a service provider above the authorized limit will trigger the Requiring Review note. This note will automatically generate an email to the reviewing authority. Keep in mind authorizations exceeding the limit will take 1-2 business days to process and you may be required to provide further justification.

Q. How will I be notified if further justification is required?
A. If further justification is required; you will receive an e-mail from a fulfillment representative. The subject of the e-mail will begin with the words: JUSTIFICATION REQUIRED.

Q. Can I order multiple products?
A. Yes. Once you add an item to your shopping bag, click the Continue Shopping link in the upper left side of the page. Once you have filled your shopping bag, simply click the Checkout button to complete your order.

Q. Can I change the shipping contact or shipping address?
A. Yes, you can change both. By clicking either the Clear Shipping Contact or Clear Shipping Address links, you can add a new name and address for product delivery.

Q. How will I know if my order has been placed?
A. Once you click the Place Order button, you will be given your confirmation number. In addition, you will receive an email with your order number, as well as confirmation of materials ordered and shipping location.

Q. What if my order is wrong in the confirmation email?
A. If you did not request the materials listed in your confirmation email or you have any questions about the order, please immediately contact the help desk at

Q. How long will it take to receive my products?
A. You can expect to receive your products in seven to 14 days.

Q. I am a service provider trying to locate Military OneSource items, such as pens or mouse pads. Where can I find them?
A. In order to access Military OneSource-related products, you will first have to be logged in as a service provider. Once logged in, you can find these items either in the Military OneSource program topic area or the educational items product type.

Q. Who can I contact if I have questions about ordering or materials in general?
A. If you have any questions about ordering materials contact the help desk at

If you have any questions about materials contact a Military OneSource consultant at 1-800-342-9647 for assistance.




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