Contact Us

Last updated: November 14, 2026

Scrub Ink has one way in: email. This page tells you where to write, when to expect an answer and what to put in the message so that the first reply can be the one that settles it.

How to reach us

• Scrub Ink
• 1511 Ahuawa Loop, Honolulu, HI 96816, US
• support@scrubink.shop

That is the complete list. There is no call line, no live chat and no social media inbox. If you see an account elsewhere using our name and offering help with an order, it is not us.

If you prefer a form to an email, the Submit Ticket page walks you through the same details step by step.

When you will hear back

We reply within 24 hours on business days. You can write whenever your shift allows. If you send a message at 0300 from the break room on a Tuesday, you will have an answer on the next business day. If you send it on a day that is not a business day, the 24 hours start when the next business day does.

Two habits speed things up more than anything else:

1. One thread per order. Reply on the same email instead of starting a new one, so the whole history is in front of whoever answers.
2. Everything in the first message. The sections below list what we need for each kind of question. A message that already has it can be answered in one reply instead of three.

If 24 hours on business days have passed with nothing from us, check your spam or junk folder for a message from scrubink.shop, then write again from the same address.

Check these pages first

Many questions are answered in full on a page that already exists. If yours is on this list, the link is quicker than any inbox.

What to include, topic by topic

Order status

Give the order number and the email address used at checkout. Before you write, do the count: 1-3 business days to make plus 7-14 business days in transit. If the order is still inside that window, the likely answer is that it is on its way. If it is past the window, say so in the first line so we know to look harder.

Changing or cancelling an order

You can cancel or change within 24 hours of ordering. Write as soon as you notice, with the order number, and state the change as “from” and “to”: “Line 2, size from L to XL” or “ship to the new address below”. Do not place a second order to fix the first one unless you want both.

A mistake in a personalised line

We print exactly what was typed, so we need the corrected text typed exactly. Give the order number, name the product, and write the line as it should print, with the capitals and commas you want. For example: “Stacked Name & Credentials Crewneck. Credentials currently read R.N., B.S.N. Please print BSN, RN.” A unit line follows the same pattern: “Unit currently MOTHERBABY, please print M/B.” The 24-hour window applies, so do not wait for your next day off.

An item that arrived wrong or damaged

Send the order number, one sentence on what is wrong, and a photo. Useful photos show the whole item, a close view of the problem, and the size label or packaging label if the size or product itself is wrong. Lay the item flat in decent light. Leave your work ID, any screens and other people out of the frame. We will reply with how we can help.

Returns and exchanges

You have 60 days from delivery, and personalised items are included. Tell us the order number, which item or items, and whether you want a refund or a different size or colour. For a change-of-mind return we send a free return label. If you want an exchange, name the replacement precisely: product, colour, size, and the personalised text if it has any.

Refunds

The refund is sent within 7 days of receiving the return. If you are writing about a refund, include the order number and the date you sent the parcel back. If you were offered store credit and chose it, it never expires; quote the order it came from when you want to use it.

Size questions before you order

Tell us which product, what you normally wear in a unisex tee or sweatshirt, and how you want it to fit: close, standard, or loose enough to layer. Apparel runs S to 5XL in a unisex cut. Garment measurements are being confirmed, so if you need a specific number, ask and we will tell you what we have.

Whole-unit orders

You do not need our permission or a quote to place one. There is no minimum and no group discount, and each co-worker is simply their own line with their own name, credentials and size. Write to us if you are organising one and have a question the whiteboard on the homepage does not answer: for example, how to count back from Nurses Week, or what to do when two people have the same name. Afterwards, if one line in a twenty-line order needs attention, give the order number and the name on that line so we can find it without reading all twenty.

Gifts, pinning and first shift

If you are a parent, partner or friend ordering for a new graduate, tell us the date you are working towards and the country it is going to. We will not promise a delivery date, but we will tell you honestly how the stated times add up: allow up to 17 business days, an estimate and not a guarantee. If you are unsure which letters to put on the credential line, that is a question for the graduate, not for us; we print the letters you enter and do not verify them.

Addresses and moving

Travel nurses and anyone between leases: if your address changes after you order, write within 24 hours of ordering with the order number and the full new address, laid out the way it should appear on the label. Include the unit or apartment number and the postcode or ZIP. After 24 hours, write anyway and we will tell you what can still be done.

Orders to Canada, Australia and New Zealand

We ship free to all three, with the same 7-14 business days in transit. Give your address in your local format. If you are asking about import duties or taxes, tell us the destination country and the order value; whether any apply depends on that country’s rules. And yes, you can type your ward’s name in the Unit field. It prints in capitals, up to 10 characters.

Dress code and colour questions

We cannot tell you whether an item is allowed at your workplace. Only your employer can. What we can do is confirm what a product is and which of the six colours it comes in, so that you can take a clear question to your manager or your unit’s dress-code document.

Copyright, trademark and privacy

These go to the same inbox. Use the subject line “Copyright notice”, “IP concern” or “Privacy request” so the message is recognised straight away. What each kind of message needs is set out on the DMCA, Intellectual Property Policy and Privacy Policy pages.

A message that gets answered in one reply

You do not need to be formal. A good message reads like a clean handoff: who, what, what you need. Something like this:

• Subject: Order 1234, wrong size received
• Line 1: I ordered a Unit Sign Tee in Navy, size 2XL, unit line 4 WEST.
• Line 2: The tee that arrived is labelled XL. Photo of the size label and the full tee attached.
• Line 3: I would like the 2XL. Same colour, same unit line.

Three lines and a photo. Nothing in that message needs a follow-up question, so the first reply can deal with the problem itself.

What not to send

• Payment details. We never ask for card numbers, security codes or bank logins by email. If a message claiming to be from us asks for them, do not answer it; forward it to our address.
• Identity or licence documents. We do not verify credentials, so we have no use for a copy of a licence, a diploma or a work ID. Please do not attach one.
• Anything from work that is not yours to share. No screenshots of work systems, no photos taken on the unit with other people in view. A picture of a tee on your kitchen table is all we need.
• Artwork to print. The only customer input we print is the three text fields: Unit, Name and Credentials. We do not accept logo files or custom artwork.

Writing from another time zone or another shift

Scrub Ink is run from Honolulu, and the people who write to us work days, nights, mid-shifts and three 12s in a row. You do not need to time your email for us. Send it when you clock out, whether that is 0730 or 1930, and it waits in the inbox in the order it arrived. Replies go out within 24 hours on business days, so a message sent late on a Friday night is answered on the next business day.

If you are writing from Canada, Australia or New Zealand, give dates as words (14 May rather than 14/05) so there is no doubt about the day and month. If your team says ward where our pages say unit or floor, use the word your team uses; we will read it the same way.

One thread per order

Keep replies in the same email thread for the same order. If you are the charge nurse who collected sizes for a whole unit and three people placed their own orders, send one email per order number, or list every order number at the top of one email. That way a change to one person’s credential line does not get mixed up with another person’s size.

What we can and cannot help with

We can help with anything about an order placed on scrubink.shop, the products on it and the pages on it. We cannot help with an item bought from another website, even if it looks similar. We cannot advise on licensing, titles, certification or what your employer permits. We cannot take an order by email; orders are placed through the site so that you see the live preview and the total before you pay. And we do not offer clinical, health or career advice of any kind.

If you are not sure whether your question fits, send it. The worst outcome is a short reply pointing you to the right place. To browse while you wait, start at the shop or pick your floor on the homepage board.