What is the return policy for online purchases?
Consistent with hospital safety protocols, merchandise cannot be returned. Exceptions will be made for defective merchandise.
Can orders be delivered to a patient’s room?
Yes. Once we receive your order, we will do our best to make the delivery on the same day as purchase. Otherwise, the order will be delivered the following day.
If your order is received after 3pm on Friday, it may not be delivered until the following Monday.
Can orders be shipped outside of the hospital?
No, orders can only be delivered to patient rooms. Customers can also enjoy browsing for items in our beautiful physical store location on the second floor of Lucile Packard Children's Hospital at 725 Welch Road, Palo Alto CA 94034.
Can orders be delivered to hospital staff?
Not at this time. In-hospital delivery is for patients and families only.
Is gift wrapping provided?
Complimentary gift wrap is available for all online purchases over $10. Gifts are wrapped with colorful tissue and ribbon in a white bag affixed with the gift shop logo.
What happens if an order confirmation email is not received?
Check your junk/spam folders for emails from firstname.lastname@example.org. If the confirmation is not in spam. Please call us at 650-497-8596 or email us at email@example.com.
Can an order be canceled?
An order can be canceled if it has not left the gift shop. Please email us at firstname.lastname@example.org with the order number and full name of purchaser to start the cancellation process.
If it is learned that your order was placed for a patient who has been discharged from the hospital or who was not a patient at our hospital, you will be notified and you will receive a full refund for your purchase.
How can I contact someone regarding my order?
Please call or email us to reach at gift shop team member at 650-497-8596 or email@example.com.
What are the benefits of logging into an account or registering for a new account?
Customer Reviews: Share photos and provide feedback about recent purchases.
Email Updates: Get the latest scoop on promotions and events.
Address Book: For a true time-saver, an address book will be stored within your account for easy check-out on your next purchases.
Purchase history: Check past orders and order status online.