Frequently Asked Questions

Answers

01. How can I cancel my order?

Orders cannot be canceled once they submitted. Please make sure that you review you rorder, your billing information and your shipping information before you click submit. By clicking submit, you are verifing that all information is accurate.

If you find yourself in need to return the order for any reason, please refer to our returns section.

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02. Can I add/change/remove items to my order?

After an order has been submitted, we cannot alter an order in any way. 


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03. What shipping methods are offered?

All orders will be shipped with FedEx at a flat rate per service. Please note, shipping times are based on business days, Monday - Friday. Weekend days are not included as shipping days. Back to Top

 

04. What is your exchange and return policy?

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.
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05. I need to return an item, what do I need to do?

You may contact our Customer Service Department (1-800-746-1539) regarding any returns. If merchandise was damaged in shipment, please call our Customer Service Department as soon as possible and we will make arrangements for a new item(s) to be shipped.
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06. How do I return/exchange an item?

There should be a prepaid FedEx return label in every shipment. 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.
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07. Can I send my item as a gift or place a note in with the merchandise?

You may send your item as a gift, but unfortunately we cannot place a message with the order at this time. 
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08. I mailed in a money order/check. Has my order been shipped?

Once your check clears our bank, your order will be placed and you will receive an order confirmation in your email. A second confirmation with shipping details will be emailed to you after we ship your order.
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09. Why don't you offer more shipping options, i.e. UPS?

FedEx is currently the only shipping option we can offer.
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10. How long will it take to receive my order?

You may view standard FedEx shipping rates by visiting the Shipping Information page.
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11. Can I donate my order to a child at the hospital?

No. 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.
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12. Can I request a signature proof for delivery?

No, unfortunately we are not able to add a requirement of signature on delivery.
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13. What will you do with my email address?

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.
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14. Will I receive a receipt in the mail?

We will not mail a receipt. When you set up an account, you will be able to view and print your invoices from the 'My Account" tab on the website.
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15. Can I write my order off on my taxes?

You are not able to write merchandise purchased from the Gift Shop as a tax write-off. However, the donations that are processed through the St. Jude Gift Shop website are tax deductible. 
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16. Do you accept purchase orders?

No, we only accept credit cards as forms of payment for merchandise and donations through the St. Jude Gift Shop website.
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17. Do you offer backorders?

We do not offer backorders for items.
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18. Can I have items overnighted or sent two-day FedEx?

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.
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19. I would like to order some holiday cards with a message imprinted in them.

We don't offer holiday cards that can be personalized. The holiday cards we sell in the Gift Shop have a pre-printed message on the inside.
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20. How can I request a merchandise catalog?

You may contact us at 1-800-746-1539 or complete the form on the Catalog Request page to request a catalog.
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21. How can I receive more information about the St. Jude Gift Shop?

You may contact us at 1-800-746-1539.
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22. How do I opt-out of the Gift Shop emails?

You will have the opportunity to opt-out on the email page that you receive or visit our Email Management Center.
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23. How long will it take for out of stock items to be restocked?

Each item varies as to when quantities will be restocked. Please check back daily as stock is replenished each day.
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24. Why am I being charged sales tax?

The St. Jude Gift Shop is required by law to charge sales tax in all of the states in which ALSAC/St. Jude Children's Research Hospital has a physical presence. Below is a table that includes the states in which we are required to charge sales tax. The combined state and average local sales tax rates are also listed. If your sales tax rate is different, the website automatically calculates the rate based on the most current tax rate.

Combined State and Average Local Sales Tax Rate 2014

AZ 8.17%
IN 7.00%
MO 7.58%
PR 5.5%
CA 8.41%
KY 6.00%
NC 6.90%
TN 9.45%
CO 7.39%
LA 8.89%
NY 8.47%
TX 8.15%
FL 6.62%
MA 6.25%
OH 7.11%
VA 5.63%
GA 6.97%
MI 6.00%
OK 8.75%
WA 8.88%
IL 8.16%
MN 7.19%
PA 6.34%
WV 6.07%

 

 

 


 

 

 

 


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25. Why am I being charged sales tax on shipping?

The St. Jude Gift Shop is required by law to charge sales tax on shipping and freight charges when shipping orders to the following states.

Shipping is taxable in the following states:

AR - Arkansas
MI - Michigan
NM - New Mexico
TN - Tennessee
CT - Connecticut
MN - Minnesota
NY - New York
TX - Texas
GA - Georigia
MS - Mississippi
OH - Ohio
VT - Vermont
HI - Hawaii
NC - North Carolina
PA - Pensylvania
WA - Washington
IN - Indiana
ND - North Dakota
RI - Rhode Island
WV - West Virginia
KS - Kansas
NE - Nebraska
SC - South Carolina
 
KY - Kentucky
NJ - New Jersey
SD - South Dakota
 

 

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