Within 14 Days
Exchange or store credit requests should be made within 14 days of purchase or delivery. Items brought back outside the return window may not be accepted.
Customer Service
Returns & Exchanges
We want you to feel confident when shopping with The Scrub Shoppe and MadCity Scrubs. This page explains what may be eligible for exchange, what cannot be returned, and how store credit is handled when an eligible item cannot be exchanged.
Quick policy summary:
New, unworn, unwashed items with original tags may be eligible for exchange within
14 days. Items must be free of odor, stains, damage, pet hair, and signs of use.
If an eligible item cannot be exchanged and needs to be returned, store credit will be issued back
to the customer. Custom, embroidered, altered, clearance, final sale, and hygiene-sensitive items
may have limited or no return options.
Eligibility
What May Be Eligible for Exchange or Store Credit
To protect our customers, staff, and healthcare professionals, items must be in new, sellable condition. Final approval is determined by store review.
New Condition
Items must be unworn, unwashed, unused, and free of odor, stains, damage, pet hair, deodorant marks, makeup, smoke smell, or signs of wear.
Tags & Proof of Purchase
Original tags should be attached, and a receipt, order number, packing slip, or customer purchase record may be required to process an exchange or store credit.
Return Limits
Items That May Not Be Returnable
Some products cannot be returned or may only be eligible for limited review because of customization, hygiene, condition, or final-sale status.
Customized & Embroidered Items
Embroidered, personalized, altered, logoed, or custom-decorated items are generally not eligible for standard exchange, return, or store credit unless there is a verified production error.
Clearance & Final Sale
Clearance, closeout, discontinued, special promotion, or final sale items may not be returnable. Any final-sale status shown at purchase will apply.
Socks, Compression & Hygiene Items
Socks, compression socks, hosiery, legwear, and hygiene-sensitive items may have limited return options once opened, tried on, worn, or removed from packaging.
Used or Damaged Merchandise
Items that have been worn, washed, stained, damaged, scented, exposed to smoke, altered, or returned without tags may be declined.
How It Works
How to Start an Exchange or Store Credit Review
01
Find Your Receipt or Order Number
Have your receipt, order confirmation, packing slip, or order number ready. This helps us confirm the purchase date, item details, and payment method.
02
Check the Item Condition
Confirm the item is new, unworn, unwashed, tagged, and free of odor, stains, pet hair, damage, and visible use.
03
Contact Us or Visit a Store
Online order questions can be sent to our help team. In-store purchases can be reviewed at either retail location, depending on the item and original purchase details.
04
Staff Review & Resolution
If approved, we will first try to help with an exchange. If the item cannot be exchanged and needs to be returned, store credit will be issued back to the customer. Refunds to the original payment method are not the standard return resolution unless approved by management or required by law.
Online Orders
Website Purchases
For online orders, please contact us before sending anything back. This helps us confirm eligibility, review the item, and provide the correct next steps. If an eligible online item cannot be exchanged and needs to be returned, store credit will be issued back to the customer. Items sent back without review may be delayed or declined.
- Include your order number
- Include photos if the item is wrong or defective
- Do not ship back worn, washed, or customized items without approval
- Customer may be responsible for return shipping unless the issue was caused by our error
Retail Stores
In-Store Purchases
In-store purchases should be brought back with the receipt or customer purchase information. Our team will review the item condition and first try to help with an exchange. If an eligible item cannot be exchanged and needs to be returned, store credit will be issued back to the customer.
The Scrub Shoppe
5010 Wildcat Way, Owensboro, KY 42303
(270) 683-3333
MadCity Scrubs
200 E. Arch Street, Madisonville, KY 42431
(270) 821-0662
Problems With an Order
Wrong, Missing, or Defective Items
If something is wrong with your order, contact us as soon as possible. Please keep the item, packaging, tags, packing slip, and any shipping materials until the issue is reviewed.
Wrong Item Received
If you received the wrong product, color, size, or style, contact us with your order number and clear photos of what you received.
Missing Item
If your order appears to be missing an item, contact us so we can review the order, shipment details, and fulfillment records.
Defective Item
Defective item claims require staff review. Photos may be requested so we can determine the best next step.
Important:
Damage caused by wear, washing, drying, misuse, alterations, workplace exposure, or normal use may not qualify
as a defect.
Fit & Sizing
Confirm Fit Before Customization
Scrub sizing can vary by brand, fabric, stretch, cut, rise, inseam, and style. Size charts are helpful guides, but they are not guarantees. Please confirm fit before ordering embroidered or personalized apparel.
View Size Charts →Custom Work
Embroidery Return Limits
Once a name, credentials, logo, department, or other decoration is added, the item becomes custom. Custom items may not be eligible for standard exchange, return, or store credit unless there is a verified production error.
View Customization Policy →FAQ
Returns & Exchanges FAQ
Can I return scrubs after wearing them?
No. Scrubs must be new, unworn, unwashed, tagged, and free of odor, stains, damage, pet hair, and signs of use.
Can I exchange for a different size?
Size exchanges may be available if the item is eligible, in new condition, within the return window, and the replacement size is available. If the item cannot be exchanged and needs to be returned, store credit will be issued back to the customer.
Do returns go back to my original payment method?
If an eligible item cannot be exchanged and needs to be returned, store credit will be issued back to the customer. Refunds to the original payment method are not the standard return resolution unless approved by management or required by law.
Can embroidered items be returned?
Embroidered, customized, altered, or personalized items are generally not eligible for standard exchange, return, or store credit unless there is a verified production error.
Are clearance items returnable?
Clearance, closeout, discontinued, promotional, and final sale items may not be eligible for return or exchange.
Who pays return shipping?
The customer may be responsible for return shipping unless the issue was caused by our error. Please contact us before mailing anything back.
What if my order arrived wrong or defective?
Contact us quickly with your order number and photos. Keep the item, tags, packaging, and packing slip until the issue is reviewed.
Need Help?
Start with your order number.
For online order questions, exchange eligibility, store credit review, wrong items, or defect review, contact our team and include your order number, item details, and photos when helpful.