Welcome to the LHSC Online Store, hosted and managed by LHSC’s branded merchandise supplier The Branding Company (TBC).
Below are answers to some frequently asked questions that may assist you with placing your order. However, if you have any additional questions contact TBC’s customer service representative for LHSC online orders at csr@thebrandingcompany.ca or 1-877-752-0059 ext. 1004.
*********************************************************************************
Who do I contact regarding order and product inquiries (including missing items or returns)?
Please call Customer Care at 877-752-0059 ext.1004; Monday – Friday from 8:00am - 4:30pm EST for assistance. Additionally and/or outside regular business hours you can email customer care at csr@thebrandingcompany.ca.
Who do I contact regarding custom or specialty orders?
To discuss your merchandise requirements with an account manager, please send an email to Tani Pereira at tani@tbcgs.com outlining your need. The information required to move forward with an innovative and brand appropriate product proposal includes: preferred item, estimated budget, product volume, required delivery dates and shipping destination(s), and product audience.
What is your return policy?
Items can be returned if you receive items which do not match those ordered or if any items purchased have faults when they are delivered. Please notify Customer Care within one business days of receipt in order to initiate the returns process. Customer Care: 877-752-0059 ext.1004; Monday – Friday from 8:00am - 4:30pm EST or email at csr@thebrandingcompany.ca.
If you wish to return the goods you should notify us within 10 working days to arrange collection and return. Unfortunately, we are unable to refund or exchange products which have specifically been made to order, or which have personalized during the manufacture process.
How does the online store operate?
Items that are in stock and ready to ship can be found in the online store at any time, and are ready for immediate shipping. Throughout the year, there will be opportunities to purchase limited-edition, time-sensitive items at a bulk rate. These items will only be available during certain times, and will ship at the end of the promotion period. Upon confirmation of your order, you will receive an e-mail confirming that your order has been received.
How do I get my order?
Corporate orders (orders placed with an HMMS-issued PO number and charged to a corporate cost centre) will be delivered via portering to your department.
For personal orders, there are two delivery options to choose from:
- Free delivery to LHSC - Personally purchased items can be picked up at the LHSC Auxiliary Gift Shops (Gift Shop on D3 and UH main lobby B1). Please include your extension number with your order.
- Note: UH pick ups are limited to Monday between 10am and 5pm, Wednesday and Thursdays between 1:30 pm and 5:00pm.
- Note: D3 Gift Shop is open Monday to Friday 9:00 – 5:00 pm as well as Saturday 12:00 – 4:00 pm and Sunday 11:00 am-3:00 pm.
- Special Delivery - Direct delivery to any location in North America. Express shipping is available. Additional freight charges may apply.
- The freight charges are based on a flat fee to start and then changes to a flat rate plus percentage once your order is above a certain dollar value. This charge includes inbound & outbound freight, fluctuating fuel surcharges, packaging plus the surcharge for any residential delivery should it be required. Please know that this charge is constantly being monitored and could change to accommodate increases or more importantly decreases as it is important to us to pass along any savings to you.
For those who select free shipping to hospital method, please endeavor to pick up your item as soon as possible once you receive shipping confirmation. The gift shops are only able to hold items for pick-up for six months after they are received.
Please note: if shipping to home address, freight charges will be applied
What are the payment options?
For personal orders the LHSC Online Store accepts payment via Visa, Mastercard, American Express, and PayPal. Corporate orders require a Purchase Order (see additional detail below).
What is the process for corporate orders?
Corporate orders require a Purchase Order #. If you do not have a PO# from HMMS, please select “Request a Quote” during the check-out process. You will be e-mailed a detailed summary of your requested order that can be provided to purchasing for approval as required. When you have received the PO# you may log back in to your TBC account and select “Purchase on Account/PO and enter your approved PO#.
Do I have to purchase these items online?
Throughout the year TBC will be holding site sales at University Hospital and Victoria Hospital.
Please watch for electronic communications and onsite announcements or contact Corporate Communications & Public Relations at ext. 76760 for more information.
Do you use cookies?
We may store cookies on your computer when you look at this website. We are able to read these cookies for information purposes when you revisit this website. The type of information we collect as a result of a cookie being accepted by you is specific to your PC and includes the IP address, the date and time the PC visited this website, what parts of this website were looked at and whether the web pages requested were delivered successfully. This information is anonymous; it represents a computer rather than a person. The full details of the information collected can be seen on our cookie policy page.
We use the cookie information to improve our knowledge of the use of this website and to enable us to be able to ascertain whether it is operating at an optimal level. You can erase or block this information by changing the settings on your computer (please refer to your help screens or manuals). If you do erase or block this information you may not be able to utilize some features of this website.
How do you collect and use personal information?
We collect and use personal information (your name, email address, etc.) to enable registration and create your user account on this application. We also use your name, contact details and delivery address to:
- Deliver your purchases
- Send you service messages by email
- Prevent and detect fraud
We use your purchase history and what you have abandoned in your basket to provide customer service and support, and handle returns. We use information about your phone or laptop, and how you use our website to improve our website and set default options for you (such as location and currency), and to protect our website.
We do not, and will not, sell any of your personal data to any third party. However, we share your data in the following circumstances as an essential part of being able to provide our services to you, as set out in this statement:
- Any of our employees at TBC, and to London Health Sciences Centre when requested
- Companies that assist with getting your purchases to you, such as payment service providers, warehouses, order packers, and delivery companies
- Credit reference agencies, law enforcement and fraud prevention agencies, so we can help tackle fraud
We have implemented technology and policies with the objective of protecting your privacy from unauthorized access and improper use and will update these measures as new technology becomes available, as appropriate.
How do you unsubscribe from marketing e-mails?
You can stop receiving marketing messages from us at any time. You can do this:
- By clicking on the ‘unsubscribe’ link in any email
- By contacting us at csr@thebrandingcompany.ca.
Once you do this, we will update your profile to ensure that you don’t receive further marketing messages. Stopping marketing messages will not stop service communications (such as order updates).
