FAQ

The Gift Shop is now open for in-store shopping with restrictions.

Business hours are:

Monday - Friday 

10:00 a.m. - 6:00 p.m.

 

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 quickly 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. 

Gift shop location:

Stanford Health Care Gift Shop

500 Pasteur Drive

Palo Alto, CA 94305

 

Can I log in to my existing gift shop account? 

Yes, returning customers may register a new account with the email address  provided in store. 

 

Can I utilize my loyalty dollars? 

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

 

Can orders be picked up in store?

Yes. All in-store pick-up orders must have the shipping address as 500 Pasteur Palo Alto CA 94305 before order can be processed. Orders are available for next business day pick-up after 4:00 p.m. A "Ready for Pick-Up" email will be sent to all guests. Identification and order confirmation required at time of pick-up. 

 

Business hours are Monday-Friday 10:00 a.m. - 6:00 p.m.

 

Where is the in-store pick up location?

Orders can be picked up at the Stanford Health Care Gift Shop. In-store pick up is located in the Gift Shop. 

500 Pasteur Drive

Palo Alto, CA 94305

 

How long can the order be held for?

After orders are marked ready for pick up at Gift Shop, orders will be held for 7 business days. After 7 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?

Not at this time. In hospital delivery is for patients and families only. 

 

Is curbside pick-up available? 

Not at this time. 

 

Can items be tried on in store before purchasing? 

Not at this time. 

 

Is gift wrapping provided? 

At this time,  there are two gift-wrap options: signature wrapping for items sent directly to gift recipients or a standard DIY gift kit that includes a Stanford Health Care Gift Shop bag and tissue.

 

What happens if an order confirmation email is not received? 

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

 

How can an order be canceled?

An order can be canceled if it has not been shipped. Please email giftshop@stanfordhealthcare.org with order number and full name to start the cancellation process. If the order has been shipped, it cannot be canceled and a return will need to be processed. 

 

Can orders be shipped to my home or office? 

Orders can be shipped to any residence within the state of California, with plans to expand to all fifty states at a future date. Orders cannot be shipped to any Stanford Health Care locations. 

*Standard shipping rates apply.

*Some items may be repackaged for shipping and quality control. 

 

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? 

This feature is not available at this time. However, American Express and Visa 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.

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