2-5 business days
Dispatch from factory after order confirmation. Custom and embroidered items take 5-7 business days to prepare.
Support
Shipping & Returns
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.
How shipping actually works
We don’t hold US inventory. Every order ships factory-direct from our overseas production via SF Express International. Why we tell you this: you deserve to know what you’re actually paying for, and we’d rather lose the sale than lie about a 1-day promise we can’t keep.
10-18 business days
US delivery, tracked end-to-end via SF Express International. We send tracking to your email within 24 hours of dispatch.
$59 free shipping
Orders over $59 ship free. Under $59, flat $10 to anywhere in the US.
International
UK 5-10 business days. EU and AU 6-12 business days. Other regions 8-15 business days. Customs disclosure below.
Customs, duties, and what you owe at the door
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 support@lumiscrubs.com and we’ll send one within 24 business hours.
Returns — the honest version
Two rules, plainly:
Blank items: 30 days
Unworn, unwashed, in original packaging. We pay return shipping on the first exchange (size or color). After that, return shipping is on you. Refunds processed within 7 business days of arrival at our return desk.
Custom items: final sale
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.
365-Day Quality Guarantee
If a LumiScrubs garment splits at the seams, pills severely, or fades dramatically within 365 days of purchase under normal wear and care, we replace it. That’s our commitment as a solo operator — not the factory’s, ours. We absorb the cost because we picked the factory and we vouch for the build.
What the guarantee covers:
- Seam splits not caused by impact or alteration
- Severe pilling (more than 4 small balls per 10cm²) within 365 days
- Color fade where the garment looks materially different from the swatch after 50 normal washes
- Zipper, button, or drawstring failure under non-destructive use
What it doesn’t cover:
- Bleach damage, fabric softener residue, hot-water cycles, hot-dryer damage
- Holes from sharps, scissors, hooks, animal claws, or chemical splash
- Fading from sustained sun exposure (clinical light is fine; storing on a sunny shelf is not)
- Embroidery thread damage outside the first 90 days (we re-stitch within 90)
Defects, damage, or wrong items
If your order arrives damaged or wrong, you have 7 days from delivery to email support@lumiscrubs.com 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.
Cancellations
We can cancel before the order leaves the factory (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.
How to start a return
Email support@lumiscrubs.com with your order number and what you want to do. A human replies within one business hour (Mon-Fri 9am-6pm ET); off-hours by next business morning. No automated forms, no portal sign-up, no ticket numbers.
Team orders work a little differently.
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.