Frequently Asked Questions

Our physical store is open Mon - Fri 8:30am - 6:30pm and Sat & Sun 9am - 4:30pm.  We are closed on statutory holidays. Our website is always open.

We are located near the main entrance of the Vancouver General Hospital, to the left of the information desk. Here are some detailed directions to help you find us.

We do our best to make everything available on our website, but you will find and even larger selection of products in-store. Whether or not you are able to visit in-person, we are happy to chat with you on the phone, or to set up a video call, to help you find what you need from the comfort of your home.  Click here for more info.   

You can email us ShopVGH@vch.ca or call us at 604-875-5895. 

Thank you for thinking of volunteering with us at The Shop@VGH.  Since we are open 7 days a week, we are always looking for volunteers.  Click here to learn how to volunteer with us.

VGH campus: 2pm, 7 days a week.  Other Vancouver Coastal Health sites in Vancouver: 2pm, Mon - Fri.  Excludes statutory holidays.  Details.

VGH campus: Yes.  Other Vancouver Coastal Health sites in Vancouver: delivery only Mon - Fri.  Details.  

Although not a requirement, for faster delivery, we recommend that you provide the patient's room information. You can call the VGH switchboard at 604-875-4111 to find out the patient’s location. During Checkout, you will have the option to enter in the building name and room number.

In order to make a delivery we required the patient's full name.  In some situations, patients do not want to be contacted or prefer to remain private; in these situations, we are unable to assist in locating their room.

Sometimes a product is available at the time you place the order, but then becomes out-of-stock by the time your order is received.  We will notify you in this rare case.  We can often offer suggestions as a substitute.

We accept Visa, Master Card, American Express, and Apple Pay. 

In our store, we accept cash, interact, and The Shop@VGH gift cards in addition to the payment methods above.

If you need to change your order, please call us at 604-875-5895 as soon as possible. Outside of our business hours, you can email us at ShopVGH@vch.ca.  A store associate will assist you if your order has not been delivered.

Delivery within the Vancouver General Hospital Campus delivery is FREE, including flower deliveries!  This is one of the services that sets us apart from other companies.  Find out more.

According to Canada Post, Expedited Parcel™ is fast, cost-effective ground shipping within Canada. All items can be tracked and have on-time guarantees. This service is ideal for businesses. Estimated arrived date: local - 1 day, regional - up to 3 days, national - up to 7 days.

We deliver to VGH campus and other VCH sites in Vancouver, see details. 

Please note there are units on VGH campus that do not accept flowers or plants, see details.

We encourage that all customers ordering flowers check this information prior to placing their order. You may also call the VGH Switchboard 604-875-4111 to confirm if the patient you are ordering for is able to receive flowers.

If an order is placed for delivery to a unit that does not accept flowers, an associate from The Shop@VGH will contact you to help find a replacement product, or to refund the order.

If a patient is discharged, options include shipping the order to another location (dependent on the order's contents) or providing a gift card for The Shop@VGH.

If a delivery cannot be completed for another reason, including when a patient has passed away, an associate from The Shop@VGH will contact you.

No.  In the ever-changing hospital environment, plans sometimes change.  In order to provide our same-day delivery service, it is important that the order is placed once the patient has a hospital room number.

Deliveries and in-store pickups are made possible by our dedicated volunteers, while off-site shipping is done through Canada Post.  Details.

At checkout, you will be given the option to receive a delivery confirmation through email or text.  Once the delivery is completed, you will be notified through this channel.

If you are ordering for delivery outside of Vancouver General Hospital, your invoice will have information about tracking your order.  If you have placed an order for pick up, or for delivery within the VGH campus, you can choose to receive a notification via email or text when you check-out.

The Shop@VGH currently only ships within Canada. See details.

Please see our policy page for detailed information.

Please call us at 604-875-5895 as soon as you can. Outside of our business hours, you can email us at ShopVGH@vch.ca.  A store associate will assist you.