Frequently Asked Questions

Q: What kind of payment options does accept?

The official online store of the University of Tennessee is located at and accepts: Visa, MasterCard, American Express, Discover, and the VolCard. The University of Tennessee VolShop accepts cash, Visa, MasterCard, American Express, Discover, and the VolCard in the store, and is located in the Student Union (1502 Cumberland Avenue, Knoxville, TN 37996-4810) on the Knoxville campus. The VolShop does not accept personal checks.

To Use Your Credit Card

On the order entry form, enter your name exactly as it appears on your credit card. Then fill out your credit card billing address as it appears on your credit card statement.  Your card will be charged as soon as you submit your order. 

Q: How secure is shopping with

We use a variety of security measures, including sophisticated encryption and authentication tools to maintain the safety of your personal information. Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to our system, and are required to keep the information confidential. When you place orders or access your personal information, we offer the use of a secure server. All credit card information you supply is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our databases to be only accessed as stated above. Regardless of these efforts, no data transmission over the Internet can be guaranteed to be 100% secure.

SSL encrypts your order information to avoid the decoding of that information by anyone other than To check the security of your connection, look at the URL address bar of your browser window when you begin to checkout. If you see an unbroken key or a closed lock (depending on your browser), then SSL is active, and your account information is secure. When accessing a secure server, the first characters of the site address will change from "http" to "https".

Q: I cannot remove and add items into my shopping cart. Why and how do I resolve this?

This could be a memory problem from your browser. Go to your browser and clear the cache items and browser history. Try logging out of and re-logging back in.

Q: I have signed up for an account on, but cannot log-in with my password?

One of the possible problems is that your account is not verified. An email with a verification link was sent to your registered email address for verification, please click on the verification link to activate your account.

Alternatively, kindly contact us at [email protected] for technical assistance.

Q: I have a user account with, but forgot my password. What should I do?

Navigate to the My Account page and click on the Forgot password link. You will be prompted with a window to enter your email address (it must be the same email address you previously registered with The password will be sent automatically to the registered email address.

Q: I have a user account with, how do I change my personal info and shipping address?

Navigate to the My Account page, log-in and you can modify your account details there.

Q: Can I buy from without creating an account?

Unfortunately, we cannot process sales at this time without an account. However, once you have created an account with us, it will be easier for you to shop with us next time.  Just use your log-in (your email address) and password next time you shop with us. All your personal information will be automatically retrieved from your account.

Q: How do I know the latest news and promotions from

By creating an account, you are subscribing to our e-newsletter. We will periodically contact you via email to share the latest news and promotions. We will not share your information with ANY third party outside of our organization, other than as necessary to fulfill your request, i.e. to ship an order.

Q: How can I unsubscribe from the newsletter mailing list?

You can unsubscribe to future e-newsletters by clicking on the UNSUBSCRIBE link provided in the email blast.

Q: I have received a few emails from What are "Orders Received", "Orders Processed", and "Payment Receipt"?

Order Received: This email informs you that  has received your order and will process it as soon as possible.
Order Processed: This email confirms  has processed your order.
Order Shipped: This email confirms that  has delivered/shipped the order to your shipping address.

Q: Can I return an item after it is delivered to me?

Yes, you can. We gladly accept returns/exchanges of unworn, unwashed, undamaged merchandise and all items must contain all original packaging and accessories within 30 days of purchase. A valid receipt is required for all returns/exchanges. A form of personal identification may be required. Refund issued in same tender form. If the same tender form is unavailable, a refund will ONLY be issued in the form of a VolShop gift card. Please allow 5 - 7 business days for refund to post to account. No refunds after 30 days of purchase. All clearance sales are final. The VolShop reserves the right to deny any return. If you have further questions about your return, you can email us at [email protected].

Q: I can't find a particular product or item that I'm looking for at online store, what can I do?

Contact us. If you want a specific item that is carried in the campus location, but don't see it online; let us know. We cannot accept phone orders due to PCI (Payment Card Industry) compliance requirements. However, if you contact us, we will work diligently to get the item(s) online for purchase through this ecommerce site. Call us at 865-974-9613 or email us at [email protected].

Thank you for supporting the Official Online Store of The University of Tennessee, where all proceeds benefit the Knoxville campus.