Frequently Asked Questions
Please Note: HospitalGiftShop.com delivers flowers to
hospitals, homes, and other addresses. Not all hospitals are directly affiliated with,
endorse, or benefit from sales on this site.
Who We Are
Who is HospitalGiftShop.com?
HospitalGiftShop.com is a San Diego, California-based company
with a mission to assist in improving the outcomes of patients
by connecting them to their loved ones.
HospitalGiftShop.com provides an easy way to send personalized
flowers and gifts to patients and staff at hospitals across the
United States and Canada. The gifts in our store have been
specially selected to address all hospital stays, from the birth
of a baby to the treatment of an illness.
Are you located directly inside the hospital?
HospitalGiftShop.com provides delivery to many of the nation's
top hospitals. Our offices are not located within the hospital
itself.
HospitalGiftShop.com provides delivery service to hospital
locations, healthcare facilities, homes, and offices in the U.S.
and Canada. You may look up the addresses of hospitals or
other healthcare-related locations in our easy-to-use directory,
or you may copy and paste the address from your preferred
online search engine.
Do I need to provide a room number?
No, but it is helpful to verify that we have identified the
correct patient. Before each delivery, we verify each patient's
room number with the hospital.
What happens if the patient is discharged?
Often patients get to go home sooner than expected. In the
event the patient has been discharged, we will be glad to
forward your order to the patient's home free of charge. Please
note: if we have difficulties delivering to a home address, we
will contact you immediately for a solution.
What happens if the patient is in an area of the hospital that cannot receive flowers or gifts?
Often patients are in the Intensive Care Unit (ICU) or other
unit that prohibits delivery. We will continue to check with the
hospital until the patient is moved to a unit where they may
receive your order. If they are discharged directly from that
unit, we will re-route your gift at no charge to the home or
other address.
Do I need to provide a home address for a re-routed delivery?
Yes. For security reasons and HIPAA, most hospitals
will not release private patient information (such as a home
address). A home address must be provided by the customer.
What happens to my order if the patient passes away?
If a patient passes away, at your request, we will forward
the delivery to the patient's family or the location where the
ceremony will be held for no extra charge. A full refund may
also be issued if you do not wish to forward the delivery.
Delivery Questions
When is your cut-off time for same day delivery?
Our cut-off time for guaranteed same day delivery Monday –
Friday is 1pm* in the recipient's time zone. Orders placed after 1pm may still be
delivered the same day, but they are not guaranteed for delivery until the
next day.
*Some of our balloons have a cut-off time of 11am in the recipient's time zone. Please check the
product description for same day delivery cut-off times.
At what time will my order be delivered?
Due to the nature of the hospital environment, we cannot
guarantee a specific delivery time. Orders will be delivered
within normal business hours.
Do you deliver on Weekends?
Same Day Delivery is not guaranteed for orders placed on Saturday or Sunday. We will do our best according to our local partner's weekend delivery policies. If weekend delivery is unavailable, orders will be
delivered on Monday. Delivery delays may occur during major floral holidays.
Can "free delivery" products be rerouted if the recipient is discharged or is at a different
location?
No, "Free Delivery" gifts are for on-site delivery only and cannot be rerouted to the
recipient's home address or to a different facility.
How will I know when my order has been delivered?
A delivery confirmation email will be sent to the email that
was indicated on the order.
How will Covid-19 affect my order?
For information regarding how Covid-19 may affect an order and tips for avoiding delivery
delays, please read
our Covid-19 Policy.
Product Questions
Do you deliver latex balloons?
Due to the possibility of allergies, most hospitals do not
allow latex balloons. We only deliver Mylar balloons. They are
hospital safe and last far longer than older latex balloons.
Can I send a You Are Loved Blanket, Hope and Healing
Heart, Burt's Bees Diaper Cake, or other drop shipped
gift items to the hospital?
Items marked as "HOME DELIVERY ONLY" are not available for
same day delivery at the hospital. A home address is required as
these items are drop-shipped through the mail and can take 2 to
5 business days to be delivered, at which point most patients
are no longer in the hospital.
Can I send just one balloon or a few single flowers?
Individual balloons can be added to flower arrangements or
gift baskets. However, we cannot deliver single balloons or
individual flowers due to delivery constraints.
What if the flowers I ordered are out of stock or out of season?
Substitutions may be necessary to ensure your arrangement or
specialty gift is delivered in a timely manner. The utmost care
and attention is given to your order to ensure that it is as
similar as possible to the requested item. Please review our substitution policy for
more information.
What if the flowers the patient received look nothing
like the photo on your website or are inconsistent with
the substitution policy?
Substitution Policy
Please contact us ASAP and provide a clear photo of the
arrangement and we will work with you to provide a solution.
Payment Questions
I keep getting an error when I try to process my order.
This usually means the billing zip code you provided does not
match the credit card number listed.
Can I use an international credit card to place an order?
Yes. Please contact a representative at 1-567-267-7600 to
place an order with an international credit card.
Can I use a prepaid gift card to place an order?
No more than one gift card may be used to place an order.
Please contact a representative at 1-567-267-7600 to place an
order with a prepaid gift card.
What is your Refund and/or Replacement Policy?
For more information read our detailed Refund and Replacement Policy.
Please contact us if you have any questions.
How do I reach a representative about my order?
A HospitalGiftShop.com representative is available by phone
or email Monday through Friday, 8am to 5pm PST. Our phone number
is 1-567-267-7600. We can also be reached via the
HospitalGiftShop.com contact form.