FAQs

How long will my order take?
All orders (unless otherwise stated) have a 10 business day processing lead time. Your order will then be dispatched after processing. You can read our full processing and delivery information here

Who do you ship with?
We primarily use Aramex and Toll couriers along with Australia Post

Can I use a PO Box address?
As we primarily use couriers, we do request that we use a street address. This can be residential or commercial.

Why do I need to enter my Company?
We request that if your parcel is getting delivered to a business that you include the business name as this helps the courier to deliver your parcel to the correct location. If you are having it sent to a residential location you can simply enter N/A.

Why has only part of my order arrived?
There are a few reasons why only part of your order has arrived. If during your order you purchased a pre-order product, this item is on back order with the supplier and you will be provided an eta as soon as it is confirmed with us.
If your order included express and non express items, these have different processing times and non express will still be processed under the 10 business day lead time. Further information on lead time can be found here
If neither of the above apply please send an email with your name, order number and the items you are missing to customerservice@thescrubstore.com.au

Is Navy and Indigo the same colour?
While both colours are a dark blue there is a difference between Navy and Indigo.

I bought two products in the same colour but they don’t match. Are they faulty?
There are a few factors that come into play when dealing with colour matches. Factors such as different dye lots and fabric make up can have an impact on the colour outcome. While every effort is made to ensure the colours with the same name all match, these factors should be taken into consideration. If you are choosing items to wear in a set (matching top and bottom) we strongly recommend purchasing from the one brand (eg: Grey’s Anatomy) as this has the best chance of your colours matching.
Should you receive items of the same colour name that are significantly different, we suggest contacting customerservice@thescrubstore.com.au with an image that best indicates the difference along with your name and order number.

The colour that has arrived looks different to what I saw online.
It is important to remember that simple things such as screen brightness and quality can effect the images especially when it comes to dark blues and grey’s, as well as lighter colours.  If you are unhappy with the colour you can return the item for a refund as long as it has not been washed, worn or altered in any way. The swing tag also still needs to be attached. While we ask for original packaging on scrubs this is not essential. With socks and shoes however this also needs to be returned unmarked in original condition. Please follow the prompts here to request a return and refund.
Should the item you receive be a completely different colour (e.g: purple when it showed pink) please email customerservice@thescrubstore.com.au

Do you offer embroidery?
We do not offer embroidery in house however if you have an embroidery company you would like us to ship your order to we can certainly do this. Please be sure to put the company name and address in the delivery details.