Cancel or Change an Order

Last updated: November 14, 2026

You placed an order and something needs fixing: a letter in a name, the order of your credentials, a unit that does not fit, a size, an address, or the whole order. This page explains what Scrub Ink can change, how long you have and how to ask so that one email is enough. The short version is that you have 24 hours from the time you ordered.

1. Why the window is 24 hours

Making takes 1-3 business days, and it can begin on the first of them. We print exactly what is typed: spelling, capitals, commas and order. No proof is sent before making starts. The live preview card on the product page shows your stacked lines as they will print, and the same text is repeated in the cart, at checkout and in your order email. Those four places are your chance to read it. The 24 hours after ordering are your chance to correct it.

The window is counted from the moment the order was placed. The time is on your order email. Send your request as soon as you notice the problem, at whatever hour that is. Do not hold it until morning or until Monday.

2. Read your order email first

The order email arrives straight after checkout. Before you close it, read these five things as if you were reading back an order at handoff:

1. Name. Every letter, and the capitals. “Mckenzie” and “McKenzie” are different prints.
2. Credentials. The letters, the commas between them and the order they sit in.
3. Unit. Up to 10 characters, printed in capitals.
4. Size and colour on each apparel line.
5. Shipping address, including apartment or unit number and postcode.

If all five are right, you are done. If one is wrong, the rest of this page is for you.

3. How to ask for a change

1. Reply to your order email, or write a new message to support@scrubink.shop. The Submit Ticket page reaches the same inbox.
2. Put the order number and the word “Change” or “Cancel” in the subject line.
3. Name the line you mean. In an order with several lines, quote the product and the name printed on it.
4. Type the corrected text exactly as it should print, on its own line, with nothing around it. We copy what you send, character for character.
5. Send it. One clear message is better than three partial ones.

A good request reads like this: Order 1042, Change. Stacked Name & Credentials Crewneck, the line for Jordan Lee. Credentials should read: BSN, RN. Nothing else changes.

Please do not place a second order to “replace” the first. You would have two orders in the queue. Ask for the change, and place a new order only if we tell you the first one could not be altered.

4. Fixing personalised text: the common cases

A misspelled name

The Name field holds up to 22 characters and prints what it is given. A missing letter, a swapped pair, an autocorrected surname or a nickname where you wanted the full name are all simple fixes inside the window. Send the full corrected name, not just the letter that changed, so there is no doubt about the result.

Credentials in the wrong order or with periods

The formatting hint on the product page suggests highest degree first, then licence, then certification, separated by commas and with no periods, as in “Jordan Lee, BSN, RN”. If you typed “R.N., B.S.N.” or put the licence ahead of the degree and want it the other way round, send the line as it should read. This is a formatting hint only. We print the letters you type and do not verify, grant or imply any licence, degree or certification, so enter the credentials you hold, in the order you want them. The Credentials field holds up to 24 characters.

New letters after your name

You ordered on Monday and received your certification result on Tuesday morning. If that is inside 24 hours of the order, email the new credential line with your certification letters added and we will update it. A new grad who passed the boards the day after ordering can do the same and add the licence to a line that only had the degree.

A unit name that is too long

The Unit field holds up to 10 characters and prints in capitals. “MOTHER-BABY” is eleven. If the field cut your unit short, or you settled for an abbreviation you now regret, send the version you want: “M/B”, “MOM-BABY” or whatever your floor writes on its own whiteboard. “4 WEST”, “TELE”, “NICU” and “STEP-DOWN” all fit. Count spaces and slashes as characters.

No unit at all

A float pool nurse may not want a unit on the line, since the floor changes from shift to shift. If you picked a unit from the directory board on the homepage and it carried through to the product page, and you would rather the line read “FLOAT” or something else that fits in 10 characters, tell us what to print.

Capitals and commas

The Unit line always prints in capitals, whatever you type. The Name and Credentials lines print with the capitals you gave them. If you typed your name in all lower case on a phone at the end of a shift, it will print in lower case. If you left out the comma between your name and your first set of letters, or between two sets of letters, the line prints without it. These are the smallest fixes we see and the easiest to miss, so look at the preview text in your order email character by character.

The wrong person’s name on a gift

A preceptor ordering key tags for two orientees can easily put each name on the other’s unit line. Send both corrected lines in full, each labelled with the product it belongs to.

Days or nights

If you chose a Days Side design and meant Nights Side, or the other way round, that is a different product and not a text edit. Tell us which design you wanted, in which size and colour, and we will help with the swap inside the window.

5. Changing size, colour or quantity

Adult apparel comes in S, M, L, XL, 2XL, 3XL, 4XL and 5XL, in a unisex fit. If you ordered your usual women’s size in a unisex crewneck and then read that many women size down, you can ask to move down a size within 24 hours. If you want a looser layer and decide to size up, ask for that instead. The Size Guide explains how to compare against a garment you own.

A size change can alter the price of the line by the size add-on: $2 for 2XL and 3XL, $4 for 4XL and 5XL. If your change moves the line across one of those steps, we will set out the difference in our reply.

Colour changes work the same way. If your hospital assigns colours by role and you realise after ordering that Ceil Blue belongs to another department, check your unit’s dress code and tell us whether you want Navy, Charcoal, Black, Ash Grey or White instead. The choice is yours to check. We do not describe any colour as approved for any dress code.

To remove one line from a multi-line order, ask us to cancel that line. To add a line, the simplest route is a new order, since shipping is free with no minimum and a separate order costs nothing extra to send.

6. Changing the shipping address

Send the complete new address, not only the part that changed. Common reasons inside the first day: a travel nurse who entered the old housing address from the last 13-week assignment; a parent who meant to send a pinning gift to their own home so it can be wrapped, and left the new grad’s apartment in the form; an apartment number missing from the second line.

Changing the address does not change any name printed on an item. The Name field on the product page and the shipping name at checkout are separate.

7. Changes inside a whole unit order

A unit order is one order with a line for each co-worker, each with their own name, credentials and size. Inside the 24-hour window any single line can be corrected without touching the others. The charge nurse who collected sizes at the nurses’ station and placed the order is the right person to email us, since the order number and checkout email are theirs.

A practical routine: once the order email arrives, post it or read it out at the next huddle and ask each person to confirm their own line. Night shift included. If days and nights do not overlap inside 24 hours, send the email to the group chat. Collect every correction and send them to us in one message, listed line by line. If someone is added to the unit after the order is in, place a separate order for them. There is no minimum and no group discount, so the price is the same either way.

8. Cancelling an order

To cancel, email us within 24 hours of ordering with your order number and the word “Cancel” in the subject. You do not need to give a reason. When an order is cancelled inside the window, the refund is sent within 7 days. Nothing has shipped, so nothing has to come back.

If you want to drop one line and leave the others in place, for example one of three crewnecks, tell us which line. The refund sent within 7 days is then for that line, and the other two continue as ordered.

The refund returns to the payment method used at checkout. Your bank may take additional time to show it. More detail on amounts and timing is on the Refund Policy page.

9. After the 24 hours have passed

Once 24 hours have gone by, the order may already be in the making stage, and we cannot promise a change. Write to us anyway with the order number and what you need. We will tell you where the order stands and what can still be done.

If the answer is that it has gone too far to alter, you are not stuck. Every item, personalised ones included, can be returned within 60 days of delivery, and for change-of-mind returns we pay the return postage. Let the order arrive, then follow the steps in the Returns & Exchanges Policy. You can place a corrected order at any time. You do not have to wait for the first one to arrive.

10. Emails sent at night and on weekends

We reply within 24 hours on business days. A night-shifter who orders on a break at 0100, notices a typo at 0300 and emails straight away will get a reply the next business day. Someone who orders on Saturday afternoon and emails on Sunday will hear back on Monday.

The thing in your control is when you send the request. Send it the moment you spot the mistake so that it reaches us inside your 24 hours, and make it complete, with the order number and the exact corrected text, so that no back-and-forth is needed before we can act on it.

11. Contact

All requests go to support@scrubink.shop. There is no phone line and no chat. Scrub Ink, 1511 Ahuawa Loop, Honolulu, HI 96816, US. If you want to see how long delivery takes once your order is correct, read Shipping & Delivery.