FAQs
*Please Note: Hospitalgiftshop.com delivers flowers and get well gifts to all hospitals in our database. Not all hospitals are directly affiliated with or partners of hospitalgiftshop.com.
Who We Are
Q: Who is HospitalGiftShop.com?
A: 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, three-step process for sending personalized flowers and gifts to patients in over 10,000 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.
Q: Are you located directly in the hospital?
A: HospitalGiftShop.com partners with hospitals across the country to deliver get well gifts and flowers to patients every day. We provide the online shop for many of the nations top hospitals as well partnering with local gift and flower providers to service nearly every hospital in the U.S. and Canada. Some of our hospital partners deliver the items you order directly from the in hospital shop. Others facilities chose to let us fulfill fresh flowers and difficult to inventory items from our local partners.
Patient Information Questions
Q: Do I need a room number?
A: 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.
Q: What if I know the room number, but not the patient’s name?
A: Due to the Health Insurance Portability and Accountability Act (HIPAA), we cannot access any patient information other than their room number.
Q: What happens if the patient is discharged?
A: Often patients get to go home sooner than expected. We gladly reroute the delivery to a home address at no extra cost, no matter how far the home may be from the hospital.
Q: What happens if the patient in an area of the hospital that cannot receive flowers or gifts?
A: 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.
Q: Do I need to provide the home address for a re-routed delivery?
A: Yes. Because of 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.
Q: What happens with my order if the patient passes away?
A: 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
Q: When is your cut-off time for same day delivery?
A: Our cut-off time for guaranteed same day delivery is 12pm, local time. Orders placed after 12pm may still be delivered same day, but it is not guaranteed for delivery until next day.
Q: What time will my order be delivered?
A: Unfortunately, we cannot guarantee a specific delivery time. Orders will be delivered within normal business hours.
Q: Do you deliver on the Saturdays?
A: Same day floral, balloon and plant orders for Saturday delivery is available on most orders placed by 12:00p.m. in the receiving hospital’s time zone.
Q: Do you deliver on Sundays?
A: Floral, balloon and plant orders placed after 12pm on Saturday and all orders placed on Sunday will be delivered on Monday (delivery delays may occur during major floral holidays).
Q: How will I know when my order has been delivered?
A: A delivery confirmation email will be sent to the email that was indicated on the order.
Product Questions
Q: Do you deliver latex balloons?
A: Many hospitals do not allow latex balloons. We delivery only Mylar balloons. They are hospital safe and last far longer than older latex balloons.
Q: Can I send a You Are Loved Blanket, Hope and Healing Heart, Burt’s Bees Diaper Cake, or other gift type items to the hospital?
A: Most gift items are not available for same day delivery. A home address is recommended 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.
Q: Can I send just one balloon or a few single flowers?
A: Individual balloons can be added on to flower arrangements or gift baskets. However, we cannot deliver single balloons or individual flowers due to delivery constraints.
Q: What if the flowers I ordered are out of stock or out of season? substitution policy
A: 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.
Payment Questions
Q: I keep getting an error when I try to process my order.
A: This usually means the billing zip code you provided does not match the credit card number listed.
Q: Can I use an international credit card to place an order?
A: Yes. Please contact a representative at 1-877-887-3200 to place an order with an international credit card.
Q: Can I use a prepaid gift card to place an order?
A: No more than one gift card may by used to place an order. Please contact a representative at 1-877-887-3200 to place an order with a prepaid gift card.
Contacting Us
Q: How do I reach a representative about my order?
A: A HospitalGiftShop.com representative is available by phone or email Monday through Friday, 8am to 5pm PST. Our phone number is 1-877-887-3200. We can also be reached via email at customerservice@hospitalgiftshop.com.
*Please Note: Hospitalgiftshop.com delivers flowers and get well gifts to all hospitals in our database. Not all hospitals are directly affiliated with or partners of hospitalgiftshop.com.