Frequently Asked Questions

My donation will not process/I’m getting a declined error.

Please ensure that the address you have entered matches the address associated with the credit card being used. There is an address verification security feature enabled for your protection against credit card fraud. If the addresses do not match, the transaction will not be processed.

My donation is showing as BB St. Paul’s Hospital Mississauga on my credit card statement. Is that correct?

Yes. Our credit card payment processor is located in Mississauga Ontario.

If I live outside Vancouver can I still buy a Hope at Home star lantern?

Yes! We can ship Hope at Home star lanterns to supporters living outside of Vancouver. There may be an additional charge for shipping. We will contact you directly if you have already completed your order, or please email us at annual-giving@providencehealth.bc.ca if you have any questions.

If I live internationally can I still buy a Hope at Home star lantern?

Yes! We can ship Hope at Home star lanterns to supporters around the world. There will be an additional shipping charge and extra processing time. We will contact you directly if you have already completed your order, or please email us at annual-giving@providencehealth.bc.ca if you have any questions.

Can I buy more than one Hope at Home star lantern?

Absolutely! Our Hope at Home website provides you with the option to purchase more than one star lantern. Shipping charges may increase depending on the final package weight; however, we will do our best to avoid any extra charges.

Is there a store or location I can buy my star lantern in person?

This year, our Hope at Home star lanterns can be purchased:
1. Online through St. Paul’s Foundation Hope at Home website

2. At Marquis Wine Cellars at 1034 Davie Street, Vancouver, from mid-October to December 31.

Can I order my star lantern by phone or through the mail?

At this time our Hope at Home star lanterns are only available through St. Paul’s Foundation Hope at Home website, and at Marquis Wine Cellars.

Can I make changes to my order?

Please contact us at annual-giving@providencehealth.bc.ca or 604-682-8206 and we will do our best to assist you. In some cases we may not be able to change the order if it’s already in process.

Can I pick my Hope at Home star lantern up from St. Paul’s Foundation or one of Providence’s hospitals or long-term care homes?

Due to infection control measures, we unfortunately cannot make star lanterns available for pick-up at this time. Shipping is the safest and fastest option to ensure you receive your star lantern in time for the holiday season.

How much is shipping?

Shipping for orders within the Lower Mainland is a flat rate of $10. We can package a few star lanterns into one box if you are ordering multiple ones. We will contact you if there are any additional charges for larger quantity orders, or please email us at annual-giving@providencehealth.bc.ca if you have any questions.

How long does shipping take?

Our Hope at Home star lanterns are shipped to you by courier, but PO Boxes and remote areas will be shipped via Canada Post. Due to the holiday season, shipping may take longer than usual. Shipments within Vancouver usually arrive within five business days. Shipping to other provinces or internationally can take up to fourteen business days.

Do you offer tracking for my shipment?

Yes, we can track your shipment if you are experiencing any delays. Please contact us for assistance at annual-giving@providencehealth.bc.ca or call 604-682-8206.

My star lantern has not arrived, what should I do?

The star lanterns can take two to ten days to reach your home. Please be patient as our lanterns make their way to you.

What kind of batteries does my Hope at Home fairy lights use and how long do they last?

Each fairy light uses two CR2032 3V Lithium batteries. The batteries are replaceable and estimated to last for 72 hours with continuous use. Please kindly note that fairy lights and star lanterns are sold separately.

Can I use my star lantern outside?

Our Hope at Home star lanterns are made for indoor use in your home or business.

Can I have a tax receipt for my order?

We cannot provide tax receipts for Hope at Home star lanterns but we are happy to issue tax receipts for donations made to St. Paul’s Foundation. You can make an additional donation to St. Paul’s Foundation when you place your order, and receive a tax receipt for the donated amount. Thank you for your support.

What is the star lantern made of and can I recycle it at the end of the season?

Our Hope at Home star lanterns are made of paper with a laminate coating. They cannot be recycled at the end of the season.

Can I reuse my star lantern next year?

Yes! When the holiday season ends, carefully disassemble your star lantern and save it in a dry place. We recommend you store it flat inside the original wrapper for the best protection.

I am not sure how to put my star lantern together. Can you help me?

Our star lantern comes with easy to follow instructions to help you display it in your home or business. If you run into any challenges and we can help, please email us at annual-giving@providencehealth.bc.ca. We are happy to help!

Who do I contact for a refund?

We are sorry to hear you are unhappy with your purchase. We hope you can give us feedback so we can refine our program for the future. For refund requests, please contact St. Paul’s Foundation at 604-806-8902 and one of our staff members would be happy to assist you.

What happens if my star lantern arrives damaged?

We are sorry if your star lantern is damaged. Please contact St. Paul’s Foundation at 604-682-8206 and one of our staff members would be happy to assist you with a replacement or a refund.

What does my Hope at Home star lantern purchase help to support?

Your Hope at Home star lantern helps to support patient and resident care at Providence Health Care, including St. Paul’s Hospital, Mount Saint Joseph and Holy Family hospitals, and our long-term care homes. Your support helps to bring essential care and services to those who need it, when they need it most.

Please contact us at annual-giving@providencehealth.bc.ca or 604-682-8206 for all other questions. We would be happy to help you any way we can. Please note that due to a high volume of requests at this time, there may be delays in processing your request.