FAQs

St. Jude Gift Shop — Frequently Asked Questions

Updated December 16, 2025

  • Do all purchases support St. Jude?
    Yes. 100% of the proceeds from all St. Jude–branded products sold on the St. Jude Gift Shop website directly support the patients and families of St. Jude Children’s Research Hospital.
  • Do you have a physical retail store I can visit?
    There is a St. Jude Gift Shop located on the campus of St. Jude Children’s Research Hospital; however, the campus is not open to the public, so the store is not accessible for in‑person shopping.
  • How can I provide feedback on a product or my shopping experience?
    We welcome your feedback! Please contact us via phone, email, or chat to share comments about your product experience or shopping on the St. Jude Gift Shop website.

  • Can I cancel or change my order?
    Yes. Call 1‑800‑746‑1539 within 30 minutes after submitting your order. After the 30‑minute review period, the order cannot be canceled or changed.
  • Can I track my order?
    Yes. A shipment confirmation email with tracking will be sent once your order ships. You may also contact us, or check Order History if you ordered while logged in.
  • Do I need an account to place an order?
    No. Creating an account is optional but speeds checkout and lets you track orders.
  • Which payment methods do you accept?
    Apple Pay, Visa, MasterCard, American Express, and Discover.
  • Why is my payment not going through?
    Common causes include incorrect card details or a billing address mismatch. Ensure your card info and billing address match your provider’s records.
  • Can I use multiple payment methods on one order?
    No. Only one payment method per order.
  • How do I apply a promo code or discount code?
    Enter the code in the promo code field on the Shopping Cart page and click Apply.
  • How do I update my billing address?
    After an order is submitted and processed, the billing address cannot be changed.
  • Will I receive a receipt in the mail?
    No. Your order confirmation email serves as your official receipt.
  • Can I write my order off on my taxes?
    Merchandise purchases are not tax‑deductible. Donations made through the site are tax‑deductible.
  • Do you accept purchase orders?
    No. We accept credit card payments for merchandise and donations.
  • Do you accept back orders, or will products be restocked?
    No back orders. Most items are seasonal and may not return once sold out.

  • Do you offer overnight or two‑day shipping?
    We offer two flat‑rate options:
    • Standard — $8.50 (delivery within 10 business days)
    • Expedited — $20.00 (delivery within 3 business days)
    Delivery timeframes are based on business days (Mon–Fri) and exclude weekends/holidays.
  • Do weekends count as shipping days?
    No. Estimates are based on business days only.
  • How long will it take to receive my order?
    Varies by service level and destination; see checkout details.
  • Do you ship internationally?
    No. U.S. only.
  • Can I change my shipping address after placing my order?
    Yes—within the first 30 minutes if the order is still Approved. After Allocated, changes/cancellations aren’t possible.
  • Package marked “delivered” but not received
    Contact us immediately. We’ll review and, if appropriate, replace the order.
  • Tracking hasn’t updated
    Reach out. If still within the window, we may advise waiting; if overdue, we’ll reship or take next steps.

  • What is your return policy?
    Return unused items within 60 days. Custom embroidered items aren’t returnable. Items must be in new condition with original tags. Many orders include a prepaid FedEx label.
  • How do I return an item?
    Place the item and paperwork in original packaging. Use the prepaid label or any carrier. Ship to:
    St. Jude Gift Shop Returns
    Attn: Returns
    8150 Nail Road, Facility MS3
    Olive Branch, MS 38654
  • What if my item arrives damaged?
    Call 1‑800‑746‑1539. We’ll issue a replacement or alternatives. Damaged items do not need to be returned. Replacements ship using the original service.
  • How long do refunds take?
    Up to 14 days from receipt of your return. You’ll get an email when complete.
  • Can I exchange an item?
    Yes. Return the item and include the completed form indicating the desired item/size/color. Exchanges are processed for items of equal value if in good condition.

  • Can I include a gift message?
    No. Gift messages cannot be added.
  • Can I donate my order to a St. Jude patient?
    No. Orders can’t be donated directly to patients. See Gift Shop FAQs.
  • Do you offer gift receipts?
    No.
  • Do you offer gift packaging or gift boxes?
    No.

  • Back‑in‑stock notifications
    Not offered. Items that return will appear on the site.
  • Where can I find size information?
    Clothing: Size charts on product pages. Other items: dimensions in Product Details.
  • Materials
    See Product Details on each product page.

  • How do I reset my password?
    Go to Account Login → Forgot Password. Enter your email and follow the link to set a new password.

  • Request a catalog
    Contact us by phone, chat, or email to be added. Catalogs mail twice a year (March & October).
  • About the Gift Shop
    Visit the About or Help sections.

  • How we use your email
    We use your email to identify your account and send order updates. We don’t sell or share it. See the U.S. Privacy Notice.
  • Unsubscribe
    Click Unsubscribe in any Gift Shop email. See FAQs.

Why am I being charged sales tax?

We collect sales tax in states where ALSAC/St. Jude has a physical presence.

Combined State & Average Local Sales Tax Rates (2025)

StateRateStateRate
AZ8.17%IN7.00%
CA8.41%KY6.00%
CO7.39%LA8.89%
FL6.62%MA6.25%
GA6.97%MI6.00%
IL8.16%MN7.19%
MO7.58%NC6.90%
NY8.47%OH7.11%
OK8.75%PA6.34%
PR5.50%TN9.45%
TX8.15%VA5.63%
WA8.88%WV6.07%

Why am I being charged sales tax on shipping?

States in which ALSAC/ St. Jude has a physical presence require that we tax shipping and freight charges.

Shipping is taxable in the following states

AR, CT, GA, HI, IN, KS, KY, MI, MN, MS, NC, ND, NE, NJ, NM, NY, OH, PA, RI, SC, SD, TN, TX, VT, WA, WV

  • How do I contact Customer Service?
    Phone: 1‑800‑746‑1539 (Mon–Fri, 7:00 a.m.–7:00 p.m. CST)
    Email: onlinegiftshop@stjude.org
    Chat: Mon–Fri, 7:00 a.m.–7:00 p.m.
  • For general St. Jude inquiries
    Phone: 1‑866‑622‑7136 (Mon–Fri, 7:00 a.m.–9:00 p.m. CST)