Customer Service
Shipping & Pickup
We offer simple fulfillment options for online orders from The Scrub Shoppe and MadCity Scrubs:
USPS Priority Mail shipping, free pickup at either store location, and free courier delivery for
eligible Owensboro Health teammates.
Quick policy summary:
Online orders may be shipped by USPS Priority Mail, picked up for free at
The Scrub Shoppe or MadCity Scrubs, or delivered by free courier
when the customer is an eligible Owensboro Health teammate using an approved
Owensboro Health delivery location.
Fulfillment Options
- USPS Priority Mail shipping
- Free pickup in Owensboro
- Free pickup in Madisonville
- Free courier delivery for Owensboro Health teammates
Shipping Options
USPS Priority Mail Shipping
USPS Priority Mail is our standard shipping method for eligible website orders. Shipping charges,
if applicable, are shown at checkout before payment is completed.
1
Order Processing
Orders are processed as quickly as possible. Processing time may vary based on product availability,
store inventory, supplier stock, embroidery, customization, and order volume.
2
USPS Tracking
When tracking is available, the tracking information will be sent to the customer using the contact
information provided at checkout.
3
Carrier Timing
Once an order is transferred to USPS, delivery timing, scans, carrier delays, and final delivery
updates are handled by USPS.
Shipping address responsibility:
Please enter a complete and accurate shipping address at checkout. Delays, returned packages,
or delivery problems caused by an incorrect address may be the customer’s responsibility.
Local Pickup
Free Store Pickup
Customers may choose free pickup at either retail store when available at checkout. Please wait until
you receive a pickup-ready notification before coming to the store.
Owensboro Pickup
The Scrub Shoppe
Choose The Scrub Shoppe for free local pickup in Owensboro. Pickup orders should not be picked up
until you receive confirmation that the order is ready.
The Scrub Shoppe
5010 Wildcat Way, Owensboro, KY 42303
(270) 683-3333
Madisonville Pickup
MadCity Scrubs
Choose MadCity Scrubs for free local pickup in Madisonville. Pickup orders should not be picked up
until you receive confirmation that the order is ready.
MadCity Scrubs
200 E. Arch Street, Madisonville, KY 42431
(270) 821-0662
Pickup Notification Required
A confirmation email or message may mean your order was received, but it does not always mean the order
is ready for pickup. Please wait for a pickup-ready notification.
Pickup Person
The person picking up an order may be asked for the customer name, order number, confirmation email,
or other order details so our team can locate the correct purchase.
Owensboro Health Teammates
Free Courier Delivery
Free courier delivery is available for eligible Owensboro Health teammates when the order is being delivered
to an approved Owensboro Health workplace, department, or courier delivery location.
Who Can Use Courier Delivery?
Courier delivery is intended for Owensboro Health teammates with an eligible Owensboro Health delivery
location. This is not a residential delivery service and may not be available for every order, item,
department, or address.
- Customer must be an Owensboro Health teammate
- Delivery location must be an approved Owensboro Health location
- Customer should provide complete department/location details
- Courier delivery availability may depend on routing and order readiness
What to Include at Checkout
To help us route the order correctly, Owensboro Health teammates should include clear delivery details
at checkout when choosing courier delivery.
- Full name
- Owensboro Health location or facility
- Department, unit, or work area
- Phone number or email in case we need clarification
Courier delivery note:
Courier delivery is a convenience service for eligible Owensboro Health teammates. If we cannot confirm
eligibility, location details, or courier availability, we may contact the customer to arrange store pickup
or USPS Priority Mail shipping instead.
Order Timing
Processing, Availability & Delays
Some orders can be fulfilled quickly, while others may require additional time because of inventory,
supplier availability, embroidery, customization, or order volume.
Inventory Availability
Inventory can change. If an item becomes unavailable after purchase, we may contact the customer
with options such as substitution, backorder, store credit, cancellation, or another appropriate solution.
Embroidery & Customization
Orders with names, credentials, logos, departments, or other customization may require additional processing
time before shipping, pickup, or courier delivery.
Supplier Delays
Supplier stock, brand availability, backorders, discontinued items, and freight delays may affect fulfillment
timing for certain products.
Weather & Carrier Delays
Weather, holidays, high-volume seasons, carrier interruptions, and circumstances outside our control may delay
shipping or delivery.
Delivery Issues
Lost, Stolen, Returned, or Delayed Packages
If a package is delayed, marked delivered but missing, returned to sender, or appears lost, contact us as soon
as possible so we can review the order and tracking details.
Marked Delivered
If tracking shows delivered but you cannot locate the package, check the delivery area, mailbox, front desk,
department, neighbors, and any carrier delivery notes.
Returned to Sender
Packages may be returned because of an incorrect address, failed delivery attempt, refused delivery, or carrier
issue. Additional shipping charges may apply to reship.
Damaged Package
If a package arrives damaged, keep the packaging and items together and contact us quickly with photos so the
issue can be reviewed.
Important:
Once a package is transferred to USPS or another carrier, the carrier controls transit timing and delivery scans.
We can help review available order and tracking information, but carrier delays and final delivery scans are outside
our direct control.
FAQ
Shipping & Pickup FAQ
What shipping method do you use?
USPS Priority Mail is our standard shipping method for eligible website orders. Shipping options and any
applicable charges are shown at checkout.
Can I pick up my order in-store?
Yes. Free pickup may be available at The Scrub Shoppe in Owensboro and MadCity Scrubs in Madisonville.
Please wait for a pickup-ready notification before coming to the store.
Is pickup free?
Yes. Store pickup is free at both retail locations when available at checkout.
Who qualifies for free courier delivery?
Free courier delivery is available for eligible Owensboro Health teammates using an approved Owensboro Health
workplace, department, or courier delivery location.
Can courier delivery go to my house?
No. Courier delivery is intended for eligible Owensboro Health workplace delivery locations. It is not a
residential delivery service.
When will my order be ready?
Timing depends on item availability, store inventory, supplier stock, embroidery, customization, order volume,
and the fulfillment option selected.
What if my package is delayed?
Carrier delays may happen because of weather, holidays, high-volume seasons, routing, or carrier issues.
Tracking updates are controlled by the carrier once the order has shipped.
What if I entered the wrong shipping address?
Contact us as quickly as possible. If the order has already shipped, delivery problems caused by an incorrect
address may be the customer’s responsibility.
#tss-policy-shipping {
--tss-navy: #092367;
--tss-brand: #153E6B;
--tss-blue: #0088cc;
--tss-ink: #0f172a;
--tss-muted: #64748b;
--tss-soft: #f8fafc;
--tss-line: #e2e8f0;
--tss-white: #ffffff;
background: var(--tss-white);
color: var(--tss-ink);
font-family: inherit;
}
#tss-policy-shipping * {
box-sizing: border-box;
}
#tss-policy-shipping .tss-policy-wrap {
max-width: 1180px;
margin: 0 auto;
padding: 0 20px;
}
#tss-policy-shipping .tss-policy-hero {
padding: 72px 0;
background:
radial-gradient(circle at top right, rgba(0, 136, 204, 0.12), transparent 34%),
linear-gradient(180deg, #ffffff 0%, #f8fafc 100%);
}
#tss-policy-shipping .tss-policy-hero-grid {
display: grid;
grid-template-columns: minmax(0, 1.2fr) minmax(300px, 0.8fr);
gap: 34px;
align-items: start;
}
#tss-policy-shipping .tss-policy-kicker {
margin: 0 0 10px;
color: var(--tss-blue);
font-size: 12px;
font-weight: 900;
letter-spacing: 0.13em;
text-transform: uppercase;
}
#tss-policy-shipping h1,
#tss-policy-shipping h2,
#tss-policy-shipping h3 {
color: var(--tss-navy);
}
#tss-policy-shipping h1 {
margin: 0;
font-size: clamp(38px, 5vw, 64px);
line-height: 1.02;
letter-spacing: -0.045em;
font-weight: 950;
}
#tss-policy-shipping .tss-policy-lead {
max-width: 820px;
margin: 18px 0 0;
color: #334155;
font-size: 18px;
line-height: 1.72;
}
#tss-policy-shipping .tss-policy-alert {
margin-top: 24px;
padding: 18px 20px;
border: 1px solid #bfdbfe;
border-left: 5px solid var(--tss-blue);
border-radius: 16px;
background: #eff6ff;
color: #1e3a5f;
font-size: 15px;
line-height: 1.65;
}
#tss-policy-shipping .tss-policy-alert-bottom {
margin-top: 22px;
}
#tss-policy-shipping .tss-policy-section,
#tss-policy-shipping .tss-policy-contact {
padding: 68px 0;
background: #ffffff;
}
#tss-policy-shipping .tss-policy-soft {
background: var(--tss-soft);
}
#tss-policy-shipping .tss-policy-section-head {
max-width: 860px;
margin-bottom: 30px;
}
#tss-policy-shipping .tss-policy-section-head h2,
#tss-policy-shipping .tss-policy-contact-box h2,
#tss-policy-shipping .tss-policy-card h2 {
margin: 0;
font-size: clamp(28px, 4vw, 42px);
line-height: 1.1;
letter-spacing: -0.03em;
font-weight: 950;
}
#tss-policy-shipping .tss-policy-section-head p:not(.tss-policy-kicker) {
margin: 14px 0 0;
color: #475569;
font-size: 16px;
line-height: 1.72;
}
#tss-policy-shipping .tss-policy-grid-3,
#tss-policy-shipping .tss-policy-list-grid,
#tss-policy-shipping .tss-policy-faq-grid {
display: grid;
gap: 18px;
}
#tss-policy-shipping .tss-policy-grid-3 {
grid-template-columns: repeat(3, minmax(0, 1fr));
}
#tss-policy-shipping .tss-policy-list-grid,
#tss-policy-shipping .tss-policy-faq-grid {
grid-template-columns: repeat(2, minmax(0, 1fr));
}
#tss-policy-shipping .tss-policy-list-grid-lower {
margin-top: 20px;
}
#tss-policy-shipping .tss-policy-two-col {
display: grid;
grid-template-columns: repeat(2, minmax(0, 1fr));
gap: 20px;
}
#tss-policy-shipping .tss-policy-card,
#tss-policy-shipping .tss-policy-list-card {
background: #ffffff;
border: 1px solid var(--tss-line);
border-radius: 20px;
padding: 24px;
box-shadow: 0 14px 32px rgba(15, 23, 42, 0.04);
}
#tss-policy-shipping .tss-policy-card-dark {
background: var(--tss-navy);
color: #ffffff;
box-shadow: 0 22px 52px rgba(9, 35, 103, 0.18);
}
#tss-policy-shipping .tss-policy-card-dark h2 {
color: #ffffff;
margin: 0 0 14px;
font-size: 24px;
line-height: 1.15;
}
#tss-policy-shipping .tss-policy-card-dark ul {
margin: 0;
padding-left: 20px;
color: rgba(255, 255, 255, 0.9);
line-height: 1.8;
font-size: 14px;
}
#tss-policy-shipping .tss-policy-icon {
display: inline-flex;
align-items: center;
justify-content: center;
width: 38px;
height: 38px;
margin-bottom: 14px;
border-radius: 999px;
background: var(--tss-navy);
color: #ffffff;
font-size: 13px;
font-weight: 950;
}
#tss-policy-shipping .tss-policy-card h3,
#tss-policy-shipping .tss-policy-list-card h3 {
margin: 0 0 10px;
color: var(--tss-navy);
font-size: 20px;
line-height: 1.2;
font-weight: 950;
}
#tss-policy-shipping .tss-policy-card p,
#tss-policy-shipping .tss-policy-list-card p {
margin: 0;
color: #475569;
font-size: 14px;
line-height: 1.72;
}
#tss-policy-shipping .tss-policy-checklist {
margin: 18px 0 0;
padding: 0;
list-style: none;
display: grid;
gap: 10px;
}
#tss-policy-shipping .tss-policy-checklist li {
position: relative;
padding-left: 25px;
color: #475569;
font-size: 14px;
line-height: 1.6;
}
#tss-policy-shipping .tss-policy-checklist li::before {
content: "✓";
position: absolute;
left: 0;
top: 0;
color: var(--tss-blue);
font-weight: 950;
}
#tss-policy-shipping .tss-policy-store-box {
display: grid;
gap: 3px;
margin-top: 14px;
padding-top: 14px;
border-top: 1px solid var(--tss-line);
}
#tss-policy-shipping .tss-policy-store-box strong {
color: var(--tss-navy);
font-size: 15px;
}
#tss-policy-shipping .tss-policy-store-box span {
color: #64748b;
font-size: 13px;
line-height: 1.45;
}
#tss-policy-shipping details {
background: #ffffff;
border: 1px solid var(--tss-line);
border-radius: 18px;
overflow: hidden;
}
#tss-policy-shipping summary {
cursor: pointer;
padding: 18px 20px;
color: var(--tss-navy);
font-size: 16px;
line-height: 1.35;
font-weight: 950;
list-style: none;
}
#tss-policy-shipping summary::-webkit-details-marker {
display: none;
}
#tss-policy-shipping summary::after {
content: "+";
float: right;
margin-left: 16px;
color: var(--tss-blue);
font-weight: 950;
}
#tss-policy-shipping details[open] summary::after {
content: "–";
}
#tss-policy-shipping details p {
margin: 0;
padding: 0 20px 20px;
color: #475569;
font-size: 14px;
line-height: 1.72;
}
#tss-policy-shipping .tss-policy-contact {
background: var(--tss-navy);
}
#tss-policy-shipping .tss-policy-contact-box {
display: grid;
grid-template-columns: 1fr auto;
gap: 24px;
align-items: center;
padding: 34px;
border-radius: 24px;
background: #ffffff;
}
#tss-policy-shipping .tss-policy-contact-box p:not(.tss-policy-kicker) {
margin: 12px 0 0;
color: #475569;
font-size: 15px;
line-height: 1.7;
max-width: 760px;
}
#tss-policy-shipping .tss-policy-button {
display: inline-flex;
align-items: center;
justify-content: center;
min-height: 48px;
padding: 13px 20px;
border-radius: 999px;
background: var(--tss-navy);
color: #ffffff;
text-decoration: none;
font-size: 14px;
font-weight: 950;
white-space: nowrap;
}
#tss-policy-shipping .tss-policy-button:hover {
background: var(--tss-brand);
}
@media (max-width: 1000px) {
#tss-policy-shipping .tss-policy-hero-grid,
#tss-policy-shipping .tss-policy-two-col,
#tss-policy-shipping .tss-policy-contact-box {
grid-template-columns: 1fr;
}
#tss-policy-shipping .tss-policy-grid-3 {
grid-template-columns: repeat(2, minmax(0, 1fr));
}
}
@media (max-width: 760px) {
#tss-policy-shipping .tss-policy-hero,
#tss-policy-shipping .tss-policy-section,
#tss-policy-shipping .tss-policy-contact {
padding: 50px 0;
}
#tss-policy-shipping .tss-policy-grid-3,
#tss-policy-shipping .tss-policy-list-grid,
#tss-policy-shipping .tss-policy-faq-grid {
grid-template-columns: 1fr;
}
#tss-policy-shipping .tss-policy-lead {
font-size: 16px;
}
#tss-policy-shipping .tss-policy-contact-box {
padding: 24px;
}
#tss-policy-shipping .tss-policy-button {
width: 100%;
}
}
{
"@context": "https://schema.org",
"@type": "FAQPage",
"mainEntity": [
{
"@type": "Question",
"name": "What shipping method does The Scrub Shoppe use?",
"acceptedAnswer": {
"@type": "Answer",
"text": "USPS Priority Mail is the standard shipping method for eligible website orders. Shipping options and any applicable charges are shown at checkout."
}
},
{
"@type": "Question",
"name": "Can I pick up my order in-store?",
"acceptedAnswer": {
"@type": "Answer",
"text": "Yes. Free pickup may be available at The Scrub Shoppe in Owensboro and MadCity Scrubs in Madisonville. Customers should wait for a pickup-ready notification before coming to the store."
}
},
{
"@type": "Question",
"name": "Is store pickup free?",
"acceptedAnswer": {
"@type": "Answer",
"text": "Yes. Store pickup is free at both retail locations when available at checkout."
}
},
{
"@type": "Question",
"name": "Who qualifies for free courier delivery?",
"acceptedAnswer": {
"@type": "Answer",
"text": "Free courier delivery is available for eligible Owensboro Health teammates using an approved Owensboro Health workplace, department, or courier delivery location."
}
},
{
"@type": "Question",
"name": "Can courier delivery go to my house?",
"acceptedAnswer": {
"@type": "Answer",
"text": "No. Courier delivery is intended for eligible Owensboro Health workplace delivery locations. It is not a residential delivery service."
}
},
{
"@type": "Question",
"name": "When will my order be ready?",
"acceptedAnswer": {
"@type": "Answer",
"text": "Order timing depends on item availability, store inventory, supplier stock, embroidery, customization, order volume, and the fulfillment option selected."
}
},
{
"@type": "Question",
"name": "What if my package is delayed?",
"acceptedAnswer": {
"@type": "Answer",
"text": "Carrier delays may happen because of weather, holidays, high-volume seasons, routing, or carrier issues. Tracking updates are controlled by the carrier once the order has shipped."
}
},
{
"@type": "Question",
"name": "What if I entered the wrong shipping address?",
"acceptedAnswer": {
"@type": "Answer",
"text": "Customers should contact The Scrub Shoppe as quickly as possible. If the order has already shipped, delivery problems caused by an incorrect address may be the customer’s responsibility."
}
}
]
}
