Frequently Asked Questions
How do I ship a gift directly to the recipient's address? Can I include a note?
To ship directly to the recipient, follow these simple steps at checkout:
- Enter the recipient's name and address in the shipping section.
- Enter your email (required) and phone number (optional). This is how we will contact you if there is an issue with your order.
- Proceed to payment. Under Billing Address, select "Use a different billing address" and enter your name and address.
On orders where the recipient name differs from the purchaser name, we will remove all price stickers and include a notecard that indicates whom the gift is from.
There isn't much extra space on this notecard, but if your note is very short (e.g., Happy Birthday!), simply email us after placing your order to make your request.
Do you ship internationally?
Yes! Please note that international shipping costs tend to be significantly higher than domestic shipping costs, and shipping takes 2-4 weeks.
Certain items cannot be shipped internationally due to their irregular shape, size or weight. If you are unable to complete the checkout process online, please reach out to our team.
What is your process for shipping orders? When will my order arrive?
When we receive your order, our staff and volunteers hand-package your items using mainly secondhand shipping supplies—don't be surprised if your order arrives in a repurposed box or envelope!
Once your items are packaged, we seal the package with paper-based packing tape and affix a shipping label made from post-consumer recycled paper. Then we drop your package off in the mail. We ship through U.S. Postal Service First-Class and Priority Mail.
Orders are processed within 1-2 business days following order placement.
For orders shipped within the United States, please plan for an additional 4-6 days for delivery. For orders shipped internationally, shipping times vary, usually between 2-4 weeks.
Last minute gift? Each order comes with a digital gift IOU that you can give to your loved ones while they await their special presents. Download from your purchase confirmation email, or access it here.
Can you express ship my order?
At this time, we are not offering express shipping options.
Eco-Tip: The slowest shipping options are often the most environmentally friendly! Giving carriers a longer timeframe to complete deliveries means that they can fill vehicles to capacity, which translates to fewer emissions per package delivered.
How are shipping rates calculated?
Shipping rates are calculated based on the estimated weight of your package and its destination, with some exceptions.
We ship via the United States Postal Service.
How do I view tracking information on my order? What do I do if my order does not arrive within the expected timeframe?
On most orders, you can view tracking information via your shipment confirmation email, usually within 1-2 business days after your purchase. Please note that some items are not eligible for tracking; for example, Adopt-a-Seal certificates are mailed as First Class letters and do not come with tracking. In these cases, you will not receive a shipment confirmation email.
If you believe your package has gone missing, please reach out to our team. As a nonprofit organization, we are generally unable to replace stolen or misplaced packages; however, we will do our best to assist.
Please note that during times of high mail volume, particularly the winter holiday season, major shipping delays outside of the Center's control may occur.
What payment types to you accept?
We accept all major credit cards, as well as Google Pay and Apple Pay.
Currently, we do NOT accept PayPal and bank transfers.
My credit card is being declined at checkout. What do I do?
Our payment system is compatible with the vast majority of credit cards, so your best option is to try a different card. If this is not possible, please reach out to our team, and we will try to assist. You may see a hold or pending charge appear on your credit card account even though the transaction was declined. This charge should be waived automatically within a few business days.
How do I make a return or exchange?
Items may be returned or exchanged within 30 days of receiving your order, as long as they have not been washed, worn or otherwise used. For health and safety reasons, face masks and personal care products such as sunscreen cannot be returned or exchanged. Gift cards are also non-returnable.
To request a return or exchange, please contact us at email@example.com. Please provide your name, reason for request, and order number or purchaser name, and we will provide further instructions. Please note that unless we made a mistake on your order, you are responsible for the cost of mailing items back to us.
At this time, all returns must be mailed, as the Center is currently closed to the public for renovations and our staff are working variable schedules.
IMPORTANT NOTE: Unless we made a mistake on your order, orders $300 and up are eligible for a partial (97%) refund only. This is because our payment processor does not return credit card processing fees to us. Full refunds on large orders would force us to cover the processing fee using valuable dollars intended for our patients.
Can't find what you are looking for?
Contact us at firstname.lastname@example.org or (415) 289-7355.
Please note that we are a very small team and may not be able to answer your email or call immediately.