Returns & Exchange Policies:

What is the return policy for in-store purchases?

In-store purchases may be exchanged ONLY for items of equal or greater value. Exchanges must be made within 7 days of purchase and be in original purchase condition with tags in place. Sales receipt must be present at time of exchange. There are no returns for in-store purchases.

What is the return policy for online purchases?

Items may be returned within 7 days of purchase, less the shipping fees. Items must be in original purchase condition, including tags and receipts. Items may be returned by mail (with a shipping fee) or free of charge at our gift shop location. 

To mail your return, please contact us with your order number and details about the product(s) being returned. A retail team member will respond with instructions for how to return items. Refunds can be expected once shipment is received and processed. All returns will be refunded back to original form of payment; no store credit or exchanges. 

What is the return policy for Last Chance, Special Offer, Promotional Offerings, or Department Special Orders? 

All sales are final. No returns or exchanges. Not valid on prior purchases.


Loyalty Rewards: 

Can I utilize my loyalty dollars towards purchases made online? 

Not at this time. Loyalty dollars can be redeemed in store only.

Do online purchases earn loyalty rewards dollars? 

Not at this time. Loyalty points are only earned on qualifying in-store purchases. 


Online Orders:

Can orders be picked up in-store?

Yes. All in-store pick-up orders must have the below shipping address as before the order can be processed. 

500 Pasteur Drive

Palo Alto, CA 94304


When can I pick-up my online order?

Online orders are typically available next business day.

An automated "Ready for Pick-Up" email will be sent to all guests.

Identification and order confirmation required at time of pick-up. 


Where is the in-store pick up location?

Orders can be picked up at the Main Hospital Gift Shop (500P).

500 Pasteur Drive

Palo Alto, CA 94304


Orders can be picked up at the Gift Shop Warehouse (550 RWC)

550 Broadway Street

Redwood City, CA 94063


When can I pick up my online order?

Online orders can be picked up at the following times ONLY ONCE the automated "Order is Ready for Pick-Up" email has been received. Please contact giftshop@stanfordhealthcare.org to inquire about the status of order if no email has been received.

Main Hospital Gift Shop (500P) Monday - Friday 10:00 AM to 6:00 PM

Gift Shop Warehouse (550 RWC) Monday - Friday 8:00 AM to 3:30 PM


What information is needed to pick up?

Please approach any Gift Shop team member to assist with online order pick-up.

Identification and order confirmation is required at time of pick-up. 


Can I have someone else pick-up my online order?

Yes, you can allow another person to pick-up your online order on your behalf.

Please provide them with a copy of the order confirmation or email giftshop@stanfordhealthcare.org the name of who will pick-up and an estimated date & time of pick-up.


How long can the order be held for?

After orders are marked ready for pick-up, orders will be held for 30 business days. After 30 business days, orders will be cancelled and a full refund will be processed back to the original form of payment.


Can orders be delivered to staff units?

No, in-hospital delivery is for patients and families only. Deliveries are not made to employees/staff/contractors at any unit/office/clinic/workstation. 


Is curbside pick-up available?

Not at this time. 


Where can I have my online order shipped? 

Online orders are only allowed to be shipped to residential or PO Boxes within the state of California. 


Can we ship out of the state of California? 

NO, unfortunately we do not have the capability to ship out of the state of California. 

We hope to ship to all 50 states at a future date.

No exceptions will be made at this time.


Is gift wrapping provided? 

Yes, there are two options for gift wrapping available during checkout.

1. Removal of Price Tags (Free)

2. Standard Gift Wrap (Bag & Gift Tissue - $5)


Is there any other gift wrapping available?

Yes, additional options for gift wrap are available for purchase.


Can I add a special sentiment to my online order?

Yes, there are two options for adding a sentiment. 

1. Browse our selection of greeting cards available for purchase.

2. Leave an order comment with the desired sentiment and a generic blank card will be provided.


What happens if an order confirmation email is not received? 

Check your junk/spam folders for emails from giftshop@stanfordhealthcare.org 


My package was lost/stolen. 

Unfortunately, the Gift Shop is unable to replace lost or stolen packages. Please utilize the tracking number to track your package. 

You can file a claim directly with the United States Postal Service at the following link:

File a Claim


How can I contact someone regarding my order?

Please use the Contact-Us page to get in touch with a retail team member.

Inquiries will be responded to within 2 business days. 


Can I pay with a Stanford Health Care Gift Shop Gift Card online? 

Not at this time.

American Express, Visa, and Mastercard gift cards are accepted as regular credit card payments. 


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.