Shipping & Returns Policy

Shipping & Returns Policy 

We know your scrubs aren’t just another delivery. They’re what you wear through long shifts, big moments, and everything in between. Here’s how shipping and returns work at SCRUPS, simple, transparent, and fair.

Shipping

Where We Ship

SCRUPS currently ships to all provinces and territories in Canada, including Quebec.

Shipping Carriers

Orders are shipped using Canada Post and, in some cases, other trusted carriers depending on destination and service availability.

All shipments are subject to carrier terms, delivery standards, and service limitations.

Estimated Processing Times

  • Orders are typically processed within 1–3 business days

  • Orders placed on weekends or holidays begin processing the next business day

  • Team Orders, customized items, or embroidered products have separate timelines, which will be confirmed during the ordering process

Processing time is separate from shipping time.

Estimated Delivery Times

Once shipped, standard delivery typically takes:

  • Ontario & Quebec: 2–5 business days

  • Other Provinces: 3–7 business days

  • Remote or Northern Areas: 7–10+ business days

Delivery times are estimates and may vary due to weather, carrier delays, holidays, or high-volume periods.

Shipping Confirmation & Tracking

Once your order ships, you’ll receive a confirmation email with tracking details. Tracking updates are provided by the carrier and may take up to 24 hours to activate. 

You are responsible for providing a complete and accurate shipping address. If an order is returned to us due to an incorrect/incomplete address or refusal of delivery, we may (at our option) reship the order at your expense or refund the product price less outbound shipping and any return-to-sender fees.

Shipping Costs

Shipping costs are calculated at checkout and displayed before payment is completed.

Duties & Taxes

  • No duties apply to orders shipped within Canada

  • Applicable GST, HST, PST, or QST will be calculated at checkout based on your shipping address

Lost or Delayed Packages

If your package appears delayed or lost:

  1. Please check your tracking information first

  2. If your order has not arrived within 10 business days after the estimated delivery date, contact us at support@scrups.com

If tracking shows a shipment has not been delivered or appears lost, contact us within 10 business days after the later of (ii) the carrier’s “expected delivery” date shown in tracking, or (ii) our estimated delivery window communicated at checkout. We will open a carrier investigation. A package will be treated as “lost” when the carrier confirms it cannot be located or delivered. If confirmed lost, we will provide, at our option, a replacement or refund for the affected item(s), subject to product availability and fraud-prevention checks. This does not limit rights that cannot be excluded under applicable consumer protection laws.

SCRUPS is not responsible for delays caused by carriers, weather events, or circumstances outside our control, but we’ll always do our best to support you.

Returns & Exchanges

Return Eligibility

We want you to love what you wear. Eligible items may be returned if:

  • The return request and authorization is made within 30 days of delivery. “Delivery” means the date the carrier marks the shipment as delivered in tracking.

  • Items are unworn, unwashed, and in original condition. We may refuse returns or issue a reduced refund if items are returned with odours, damaged, or missing tags/packaging. For hygiene reasons, items that show signs of wear are not eligible for return.

  • Original tags are still attached

Non-Returnable Items

The following items are final sale and cannot be returned or exchanged:

  • Customized or embroidered products (including Team Orders)

  • Gift cards

  • Final sale items (clearly marked)

These exclusions do not affect your rights under applicable consumer protection laws.

How to Start a Return

To begin a return:

  1. Contact us

  2. Include your order number and reason for return

  3. We’ll provide next steps and return instructions

Returns sent without authorization may be delayed or refused.

Return Shipping

  • Return shipping costs are the responsibility of the customer unless the item is defective or incorrect. Returns must be shipped using a trackable method. SCRUPS is not responsible for returns that are lost or damaged in transit without proof of delivery to our return address.

  • Returns must be shipped to the return address provided in your return authorization instructions.

  • Original shipping charges are non-refundable, except where required by law

  • Items returned outside the return window are not eligible for refund and may be returned to you at your expense.

Refunds

Once we receive and inspect your return, approved refunds are typically processed within 5–10 business days. Your financial institution may take additional time to post the refund to your account. Shipping charges (and duties/taxes, if applicable) are non-refundable unless required by law or unless the return is due to our error.

Exchanges

If you’d like a different size or style, the fastest option is usually to:

  • Return the original item

  • Place a new order once your return is approved

Availability cannot be guaranteed for exchanges. New orders are subject to current pricing and availability; promo codes cannot be retroactively applied unless required by law.

Defective or Incorrect Items

Notify us of defects or fulfillment errors within 7 days of delivery (carrier delivery scan) or, if delivered to a mailroom/receiving desk, within 7 days of the organization’s confirmed receipt, whichever is later.

Quebec Consumer Rights

Nothing in this policy limits or excludes rights you may have under applicable consumer protection laws, including those in Quebec.

Where required by law, refunds, remedies, and timelines will be provided in accordance with those laws.

Questions?

We’re here to help.

Email: support@scrups.com
Mailing address: 302 Queen St S. Mississauga, ON L5M 1M2

Because caring for caregivers means showing up even after checkout.

SCRUPS® (“SCRUPS”) is a registered trademark of SCRUPS Inc.