Name & Credential Embroidery
Includes names, credentials, departments, titles, monograms, and other personalized text added to scrubs, jackets, lab coats, polos, bags, or apparel.
The Scrub Shoppe Policies
Custom Apparel Policy
Custom apparel, embroidery, logo work, personalization, special orders, and group uniform items are made or prepared specifically for the customer, employee, department, business, school, or organization placing the order.
Important:
Customized, embroidered, altered, logoed, decorated, special order, and group uniform items are generally not eligible for standard return, exchange, or store credit unless there is a verified production error or product defect.
What This Covers
Custom, Personalized & Logo Apparel
This policy applies to custom apparel and decorated items ordered online, in store, through a private uniform store, through a group order, or through direct communication with our team.
Logo Embroidery & Decoration
Includes business logos, department logos, school logos, team logos, organization marks, and approved artwork added to apparel or accessories.
Group & Uniform Program Orders
Includes private uniform stores, payroll deduction orders, voucher orders, department orders, school orders, business apparel, and approved group uniform programs.
Customer Responsibility
Please Review Details Carefully
Because custom items are made specifically for your order, the customer is responsible for reviewing and confirming all details before production begins.
Size & Fit
Confirm the correct size, style, fit, length, and color before approving customization.
Spelling & Credentials
Review names, initials, credentials, department names, titles, and punctuation exactly as they should appear.
Thread Color & Placement
Confirm thread color, logo placement, embroidery location, and personalization placement before production.
Logo Accuracy
Provide the correct logo file and confirm that the logo, colors, and layout are approved for use.
Order Quantity
Confirm quantities for individual, department, group, or private store orders before approving production.
Contact Information
Provide accurate contact information so our team can reach you with questions, proof requests, or order updates.
Artwork Files
Logo & Artwork Requirements
For the cleanest result, professional artwork files are preferred. Vector files are best when available.
- Preferred file types: AI, EPS, SVG, or PDF.
- PNG, JPG, or JPEG files may be accepted for review.
- Low-resolution artwork may require cleanup, digitizing, or vector conversion.
- Logo colors may vary slightly based on thread, fabric, garment color, print method, screen display, or production limitations.
- Customers are responsible for confirming they have permission to use submitted logos, trademarks, artwork, or organization marks.
Proofing
Approvals & Production
Proofs may be provided when needed for custom logos, new artwork, group orders, or special projects. Once approved, the order is released for production.
- Production may begin after payment, product availability, artwork, and order details are confirmed.
- Approved proofs lock in spelling, placement, logo layout, and general appearance.
- Changes requested after approval may not be possible once production has started.
- Production tolerances are normal and may include slight variation in placement, thread appearance, print appearance, or garment color.
- Estimated completion times are not guaranteed and may change during peak seasons, large orders, backorders, or vendor delays.
Returns & Changes
Custom Item Return Limits
Custom items are not handled like standard, undecorated retail items because they have been personalized, decorated, altered, or ordered specifically for the customer.
Generally Not Returnable
Customized, embroidered, altered, logoed, decorated, special order, final sale, and group uniform items are generally not eligible for standard return, exchange, or store credit.
Production Errors
If there is a verified production error made by our team, contact us as soon as possible with photos and order details so we can review the issue.
Customer-Approved Details
We cannot guarantee changes, returns, exchanges, or store credit for customer-approved spelling, credentials, sizes, colors, logo files, thread colors, or placement.
Please inspect your order promptly.
Report any concern with a custom item as soon as possible after pickup or delivery. Photos may be required for review.
Special Orders
Backorders, Vendor Availability & Substitutions
Some custom apparel and group uniform items depend on vendor availability, approved uniform programs, and current inventory.
Vendor Availability
Items may become unavailable, discontinued, delayed, or backordered after an order is placed. We will contact you when a meaningful issue affects your order.
Approved Uniform Programs
Some group orders require specific brands, colors, styles, logos, or embroidery placement based on employer, school, department, or organization requirements.
Substitutions
Substitutions are not made without review. If an approved item is unavailable, our team may suggest a comparable option when appropriate.
Care
Care for Custom Apparel
Proper care helps protect embroidery, printed decoration, fabric performance, and garment appearance.
- Always follow the garment care label first.
- Turn embroidered or decorated items inside out before washing when possible.
- Wash with like colors.
- Avoid bleach unless the garment care label specifically allows it.
- Avoid high heat when drying performance fabrics, stretch fabrics, embroidery, or printed decoration.
- Do not iron directly over embroidery, logos, heat press decoration, or printed artwork.
Questions
Before You Order
Our team can help review logo files, embroidery options, sizing questions, thread colors, order timing, and group uniform requirements before you place or approve an order.
Email Support
help@thescrubshoppe.com
The Scrub Shoppe
5010 Wildcat Way, Owensboro, KY 42303
(270) 683-3333
MadCity Scrubs
200 E. Arch Street, Madisonville, KY 42431
(270) 821-0662
FAQ
Custom Apparel FAQ
Can I return an embroidered or customized item?
Customized, embroidered, altered, logoed, decorated, special order, and group uniform items are generally not eligible for standard return, exchange, or store credit unless there is a verified production error or product defect.
What file type should I send for my logo?
AI, EPS, SVG, or PDF files are preferred. PNG, JPG, or JPEG files may be accepted for review, but low-resolution artwork may require cleanup, digitizing, or vector conversion.
Can I change my order after approval?
Changes may not be possible once an order has been approved or production has started. Contact us as soon as possible if you notice an issue.
Do logo colors always match exactly?
Exact color matching is not guaranteed. Thread, fabric, garment color, print method, lighting, and screen displays can all affect how a finished logo or decoration appears.
When does production time begin?
Production timing generally begins after payment, product availability, artwork, and order details are confirmed. Estimates may change due to peak seasons, backorders, vendor delays, or large order volume.
Can you help with group uniform programs?
Yes. We help businesses, clinics, healthcare departments, schools, and organizations with approved uniforms, embroidery, private stores, group orders, and apparel programs.