Returns, exchanges, and store credit
Returns & Exchanges
Review eligible exchanges, return condition requirements, custom item limits, and store credit when an eligible item cannot be exchanged.
View PolicyCustomer Service
Policy Hub
Find The Scrub Shoppe and MadCity Scrubs policies for returns, exchanges, shipping, pickup, embroidery, privacy, gift cards, group uniform programs, accessibility, apparel guides, and customer help.
Quick note:
These policies help explain how we handle online orders, store pickup, USPS Priority Mail shipping,
Owensboro Health courier delivery, custom apparel, embroidery, store credit, gift cards, group uniform programs,
and customer service requests.
Start Here
Most-Used Policies
These are the policies customers most often need before or after placing an order.
USPS, pickup, and courier delivery
Shipping & Pickup
Review USPS Priority Mail shipping, free pickup at both store locations, and free courier delivery for eligible Owensboro Health teammates.
View PolicyNames, logos, thread colors, and proofs
Custom Apparel Policy
Review embroidery rules, logo artwork requirements, proofing, sizing responsibility, production timing, and custom item return limits.
View PolicyAll Policies
Customer Service & Website Policies
Use this directory to find the policy or resource that matches your question.
Returns
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Returns & Exchanges
Eligibility, item condition, exchange review, store credit, defective items, and custom item limits.
Open Returns & Exchanges
Fulfillment
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Shipping & Pickup
USPS Priority Mail, store pickup, Owensboro Health courier delivery, order timing, and delivery issues.
Open Shipping & Pickup
Custom
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Custom Apparel Policy
Name embroidery, logo embroidery, artwork files, proof approval, thread colors, and production tolerances.
Open Custom Apparel Policy
Legal
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Terms of Service
Website use, order acceptance, payment, pricing, promotions, accounts, artwork rights, and order review.
Open Terms of Service
Privacy
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Privacy Policy
Customer information, order data, embroidery details, cookies, marketing, Shopify, and privacy requests.
Open Privacy Policy
Credit
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Gift Cards & Store Credit
Physical gift cards, digital gift cards, older card verification, store credit, promotional credit, and lost cards.
Open Gift Card Policy
Teams
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Group Orders & Uniform Programs
Private uniform stores, payroll deduction, vouchers, approved items, deadlines, embroidery, and fulfillment.
Open Group Order Policy
Help
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Customer Service
Contact information, store phone numbers, email support, order help, logo file instructions, and customer service topics.
Open Customer Service
Access
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Accessibility Statement
Website accessibility, assistance options, third-party tools, customer support, and accessibility feedback.
Open Accessibility Statement
Guides
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Apparel Guides
Helpful sizing, fit, fabric, embroidery, thread color, uniform program, and shopping guides for healthcare apparel.
Open Apparel GuidesBy Topic
Find the Right Page by Situation
Not sure which policy you need? Start with the situation that matches your question.
I need to exchange something.
Start with Returns & Exchanges. It explains item condition, exchange eligibility, and store credit.
Go to Returns & Exchanges →I am waiting on an order.
Start with Shipping & Pickup. It explains USPS Priority Mail, pickup notifications, and courier delivery.
Go to Shipping & Pickup →I want my name or logo embroidered.
Start with Custom Apparel Policy. It explains artwork, thread colors, proofs, and production timing.
Go to Custom Apparel Policy →I have a gift card or store credit.
Start with Gift Cards & Store Credit. It explains online use, in-store use, older cards, and balance review.
Go to Gift Cards →My team needs uniforms.
Start with Group Orders & Uniform Programs. It explains private stores, payroll deduction, vouchers, and deadlines.
Go to Group Orders →I need help from a person.
Start with Customer Service. It explains how to reach us and what details to include for a faster response.
Go to Customer Service →Retail Stores
Store Information
Visit or call either retail location for help with scrubs, medical accessories, sizing, pickup, gift cards, embroidery questions, and customer service.
The Scrub Shoppe
5010 Wildcat Way, Owensboro, KY 42303
(270) 683-3333
MadCity Scrubs
200 E. Arch Street, Madisonville, KY 42431
(270) 821-0662
Email Support
Send Us the Details
For order help, artwork files, logo files, screenshots, defect photos, damaged package photos, embroidery questions, or website support, email our help team.
help@thescrubshoppe.com
Include your name, order number, phone number, and photos when helpful.
Email Support
FAQ
Policy Hub FAQ
Where should I start for a return or exchange?
Start with the Returns & Exchanges page. It explains eligible items, item condition, exchange review, store credit, and custom item return limits.
Where do I find shipping and pickup details?
Start with the Shipping & Pickup page. It explains USPS Priority Mail, free store pickup, and free courier delivery for eligible Owensboro Health teammates.
Where do I find embroidery and custom apparel rules?
Start with the Custom Apparel Policy page. It explains names, credentials, logo artwork, proof approval, thread colors, production timing, and custom item limits.
Where do I find gift card and store credit rules?
Start with the Gift Cards & Store Credit page. It explains physical cards, digital gift cards, older card verification, promotional credit, and store credit.
Where do I find policies for group uniform orders?
Start with the Group Orders & Uniform Programs page. It explains private uniform stores, payroll deduction, vouchers, approved items, deadlines, sizing, embroidery, and fulfillment.
Where do I ask for help?
Use the Customer Service page or email help@thescrubshoppe.com. Include your order number, item details, phone number, and photos when helpful.