Frequently Asked Questions
Q. How can I cancel my order?
A. You may call us at (800-746-1539) to cancel your order prior to shipping. If order has already left our facility for shipment, we can no longer cancel the order. You will be responsible for returning the merchandise to us if you no longer wish to keep. All returns can be sent to:
St. Jude Returns Department
7200 Industrial Row Drive
Mason, Ohio 45040
Q. Can I add/change/remove items to my order?
A. After an order has been submitted, we cannot alter an order in any way. The order would need to be cancelled in the method above, and a new order placed with the corrected merchandise.
Q. What shipping methods are offered?
A. We offer USPS - Priority shipping, which is standard ground shipping through the United States Postal Service. We also offer FedEx shipping using the methods of Ground, Home Delivery, Second Day Air and Overnight. Please note, shipping times are based on business days, Monday - Friday. Weekend days are not included as shipping days.
Q. What is your Exchange and Return policy?
A. We will accept any unused product within 60 days from the time the order was placed, however, we do not accept returns or exchanges on merchandise with custom embroidery added.
Q. I need to return an item, what do I need to do?
A. You may contact our Customer Service Department (800-746-1539) regarding any returns. If merchandise was damaged in shipment, please call our Customer Service Department (800-746-1539) as soon as possible. The carrier will need to inspect the shipment and a claim will be submitted. You may return your package to: Touchstone Returns, 7200 Industrial Row Drive, Mason, OH 45040.
Q. How do I return/exchange an item?
A. You may return your product using the carrier of your choice. Please fill out the paperwork that came in your shipment so our returns department will know what to do with your return.
Q. Can I send my item as a gift/place a note with the merchandise?
A. Yes, you may send your item as a gift. There is a place on the webstore while you are placing your order that you can type a message to your recipient. This message will print on packing list placed inside the box.
Q. I mailed in a money order/check. Has my order been shipped?
A. Once your check clears our bank, your order will be placed and you will receive a confirmation in your email of the order, and then a second confirmation with shipping details after we ship.
Q. Why don't you offer more shipping options, i.e. UPS?
A. We have negotiated the best pricing with FedEx to pass along to our customers. USPS is a less expensive rate which we also offer as an option to our customers.
Q. How long will it take to receive my order?
A. You may view standard FedEx shipping rates by visiting the Deliver Info section.
Q. Can I donate my order to a child at the hospital?
A. Unfortunately, due to low immune systems of many of the patients we are not allowed to send merchandise to the patients. We ask that you make a monetary donation in lieu of a gift to the kids at the hospital.
Q. Can I request a signature proof for delivery?
A. Yes, you can indicate this in the notes section when you place your order.
Q. What will you do with my email address?
A. Your email address is used to send you the order confirmation and to notify you when your order has shipped. We do not rent, sell or share your email address with any outside sources.
Q. Will I receive a receipt in the mail?
A. We will not mail a reciept. When you set up an account, you will be able to view and print your invoices from the 'My Account" tab on the website.
Q. Can I write my order off on my taxes?
A. You are not able to write merchandise purchased from the Gift Shop as a tax write-off
Q. Do you accept purchase order's?
A. No, we only accept check/money order and credit cards as forms of payment.
Q. Do you offer backorders?
A. We do not offer backorders for items.
Q. Can I have items overnighted or sent two-day FedEx?
A. Absolutely. These options are available at check-out. Please note that shipping days are estimated using weekdays. Weekend days are not considered a shipping day.
Q. I would like to order some holiday cards with a message imprinted in them.
A. We don't offer holiday cards that can be personalized. The Holiday cards we sell on the Gift Shop have a pre-printed message on the inside.
Q. How can I request a merchandise catalog?
A. You may contact us at 1-800-746-1539 to request a catalog.
Q. How can I receive more information about the St. Jude Gift Shop?
A. You may contact us at 1-800-746-1539.
Q. How do I Opt-out of the Gift shop emails?
A. You will have the opportunity to opt-out on the email page that you receive or visit our email management center https://apps.stjude.org/sjemc/jsp/EMCLogin.jsp.
Q. How long will it take for out of stock items to be restocked?
A. Each item varies as to when quantities will be restocked. Please check back daily as stock is replenished each day.
Q. Why am I being charged sales tax?
A. We are registered to conduct business in California, Ohio and Indiana and are required by law to collect sales tax in these three States..