Support
No US warehouse, no fake same-day shipping, no fine print. Here’s exactly when your scrubs arrive, what we cover if something is wrong, and what we don’t.
We keep stock lean and make custom pieces to order, so we don’t sit on big warehouses. Why we tell you this: you deserve to know what you’re actually paying for, and we’d rather lose the sale than promise a delivery date we can’t keep.
In-stock orders arrive within 7-14 business days of order confirmation: dispatched within 1-2 business days, then 6-12 business days in transit via our international courier, tracked door to door. Custom and embroidered pieces are made to order and take about 2-3 weeks.
Every order is fully tracked. We email your tracking within 24 hours of dispatch.
Orders over $50 ship free. Under $50, flat $10 to anywhere in the US.
Canada ships at a flat USD $12 (free over $85). The United Kingdom, Australia, and New Zealand ship at a flat USD $15 (free over $110). Typical international transit is 10–20 business days after dispatch. Customs disclosure below.
International orders (including the US for shipments over USD $800) may incur customs duties, VAT, or import taxes at the destination. These are charged by your country’s customs authority, not by us, and they’re your responsibility. We declare orders at full value — we will not falsify customs forms.
If you need a commercial invoice for clinic accounting, email [email protected] and we’ll send one within 24 business hours.
Two rules, plainly:
Unworn, unwashed, in original packaging. To start a return or exchange, email [email protected] first — please do not send anything back without authorization. Once approved, we provide instructions and the correct return address. Defective or incorrect items: we cover all shipping costs — keep the item, take clear photos, and contact us; we arrange a replacement promptly. Personal reasons (wrong size, change of mind): customers are responsible for return shipping; replacements ship within 2 business days once your return is on its way. No-return refunds may be offered case by case. You are only ever charged once for outbound shipping, and there are no restocking fees. Refunds processed within 7 business days of arrival at our return desk.
Anything we embroidered, printed, or made-to-order is final sale — unless it’s defective. Defects are on us, no question. Email a photo and we’ll replace or refund.
If a LumiScrubs garment splits at the seams, pills severely, or shows a visible color shift within 30 washes (following the care label) inside 90 days of purchase under normal wear and care, we replace it. That’s our commitment. We absorb the cost because we stand behind every piece and vouch for the build.
What the guarantee covers:
What it doesn’t cover:
If your order arrives damaged or wrong, you have 7 days from delivery to email [email protected] with a photo. We don’t need you to ship it back — we’ll send a replacement or refund within 48 hours and figure out the return logistics ourselves.
We can cancel before your order is dispatched (usually within the first business day after you order). Once tracking is generated, the order is in motion and we can’t recall it — but the 30-day blank return still applies after delivery.
Email [email protected] with your order number and what you want to do. No automated forms, no portal sign-up, no ticket numbers.
Custom team-order returns and exchanges follow the policy in your team-order agreement, not this page. If you don’t have one yet, email us — we draft it before we start production so there are no surprises.
