Shop CHLA Frequently Asked Questions (FAQs)

Can I order by phone?
Yes. Please call a Customer Care representative Monday through Friday, 8:30 a.m. - 6 p.m. PST at 855-467-7636

Contact Information:

How do I change or cancel my order?
To make changes or cancel an order, please contact or call 855-487-7009, Monday through Friday, 8:30 a.m. - 6 p.m. PST. Please keep in mind that the sooner you contact us, the higher the likelihood that an order an be changed or cancelled without a charge to the customer. Once a product is in fulfillment (or has been shipped), a cost will apply to the customer.

How do I process a return?
You have 30 calendar days to return an item from the date you placed the order. To be eligible for a return, your item must be unused and in the same condition that you received it including being in the original packaging. Your item must also have the receipt or proof of purchase and your packing slip included in your shipment To process your return, call 855-467-7636.

How do I report damaged merchandise?
Please call 855-467-7636 to report the damaged item. Once we have been notified, our team will issue a replacement order. If the item is no longer available, our team will assist you in selecting a replacement item, processing a refund, or transferring the value of the damaged item into a donation to Children’s Hospital Los Angeles.

How do I receive a refund?
You will be asked to return the item for refund. Once we receive and inspect the item to ensure that it is eligible for a refund (unused, packaging unopened, etc.), we will immediately notify you on the status of your refund. If your return is approved, we will initiate a refund to your credit card (or original method of payment).

Who is responsible for paying for shipping on return items?
You will be responsible for paying for the shipping costs. Shipping costs are nonrefundable. 

You have products that are out of stock. Why aren’t all of your products available?
For all of our items, we do our best to develop inventory to meet demand. From time to time, we may temporarily run out of an item due to an increase in demand. If there is a specific product that you have seen before that you do not see now, please contact or call 855-467-7636.

May I suggest a product?
Yes. Please suggest product ideas by emailing All suggestions will be relayed to the Shop CHLA Team for review and consideration.

Which payment methods do you accept?
Shop CHLA accepts Visa, MasterCard, American Express and Discover.

Is there sales tax on my purchase?
Sales tax is collected during the purchase process. Tax rates are subject to change at any time and will be based on the ZIP code of the shipping destination.

Can you ship to an APO address?
For assistance placing an order to an APO address, please contact or call 855-487-7009.