Submit a Ticket
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At a glance
- A ticket at Scrub Ink is an email. Send it to support@scrubink.shop.
- There is no form to fill in, no phone line and no chat.
- We reply within 24 hours on business days.
- Use one of the subject lines below and include your order number.
- Cancellations and changes must reach us within 24 hours of ordering. Returns are open for 60 days from delivery.
- Never send card numbers or passwords.
A good support email works like a good handoff: who it is about, what happened, what you need next. This page gives you the subject line to copy for each kind of request and the short list of facts to put under it. Copy the subject, swap 1234 for your own order number, and write two or three plain sentences. That is the whole ticket.
1. How to send a ticket
- Open your own email and start a new message to support@scrubink.shop.
- Pick the topic from the table in section 2 and copy its subject line.
- Replace 1234 with your order number. It is in your order email. If you have not ordered yet, leave the number out.
- Write what happened and what you want us to do, using the list in the third column.
- Attach a photo only when the topic asks for one.
- Send it once, from the email address you used at checkout if you can.
Writing from the checkout address matters because it lets us match the message to the order without asking you to prove who you are. If you ordered with a work address and are writing from a personal one, say so in the first line and give the name on the order.
2. Topics and ready subject lines
| Topic | Subject line | What to include |
|---|---|---|
| Fix the credential line | Fix my credential line – order 1234 | The line as it is now and the line exactly as it should print, with every comma and capital. Must reach us within 24 hours of ordering. |
| Fix a name or a unit | Fix my name or unit – order 1234 | Which item, the wrong text and the right text. Name up to 22 characters, unit up to 10. |
| Change a size or colour | Change size or colour – order 1234 | The item, the size or colour ordered and the one you want. Within 24 hours of ordering. |
| Change the shipping address | Change shipping address – order 1234 | The full new address, including country and postcode. Within 24 hours of ordering. |
| Cancel an order | Cancel my order – order 1234 | The order number and the name on the order. Within 24 hours of ordering. |
| Ask where an order is | Where is my order – order 1234 | The date you ordered and whether a tracking link has reached you. |
| Start a return | Start a return – order 1234 | Which item or items, and whether it is a change of mind or a problem with the item. Within 60 days of delivery. |
| Swap a size after delivery | Size exchange – order 1234 | The item, the size you received and the size you need. |
| Report a damaged or wrong item | Problem with my item – order 1234 | What is wrong in one or two sentences, plus a photo of the problem and a photo of the whole item. |
| Ask about a refund | Refund question – order 1234 | The date you sent the return back and how you sent it. |
| Plan a whole-unit order | Unit order question | The design, roughly how many lines, the country you are in and the date you are working towards. |
| Ask about sizing before you buy | Size question | The product, the two sizes you are deciding between and how you like a sweatshirt or tee to sit. |
| Ask about a product or the text fields | Product question | The product name and your question. For text, type the exact line you are thinking of. |
| Payment or checkout trouble | Checkout question | What you saw on screen and at which step. No card numbers. |
| Privacy or your data | Privacy request | What you are asking for and the email address the request relates to. |
| Copyright or trademark concern | Intellectual property notice | Read the DMCA page or the Intellectual Property Policy first; they list what a notice needs. |
If nothing in the table fits, write your own subject in plain words and add the order number at the end. A subject that reads Question about my hoodie – order 1234 is fine. A subject that reads Help or Urgent tells us nothing until we open it.
3. What makes a ticket quick to answer
The order number
It is the fastest way to find you. If several co-workers are on one unit order, only the person who paid has the order email, so ask them for the number before you write. Tell us your own line as well: the name and size on it.
Exact text for print changes
We print exactly what is typed, and a correction is copied the same way. Do not describe the change; type the finished line. Writing “move RN after BSN and take out the dots” leaves room for error. Writing “Sam Rivera, BSN, RN” leaves none. We do not verify credentials, so enter the credentials you hold.
One request per email
A message that asks for one thing gets one clear answer. If you need an address change on one order and a return on another, two short emails with two subject lines are easier for both of us than one long one.
Photos, when they help
For a problem with an item, two photos are enough: one close on the problem, one of the whole item laid flat. Daylight by a window beats the break-room lights. Photos sent with a problem report are deleted 30 days after delivery.
4. What not to send
- Card numbers, security codes or bank details. We never need them, and email is not the place for them.
- Passwords. We will never ask for one.
- Copies of your licence or ID. We do not verify credentials, so we have no use for them.
- Photos that show more than the item. A photo for a problem report should show the item and nothing else: no faces, no screens, no paperwork in the background. Take it at home, not at the nurses’ station.
- The item itself, unannounced. Email us to start a return so we can send the right instructions.
5. What happens after you send it
Your email arrives in the support inbox. We read it, find the order and reply to the address you wrote from. We reply within 24 hours on business days. The reply either does what you asked, tells you what happens next, or asks the one question we need answered to go further.
Stay on the same email thread when you answer. A reply inside the thread carries the whole history with it; a fresh message starts from nothing. If you do not see our reply after one business day, look in spam and junk before writing again, especially on a hospital or school mailbox.
Timing for people who work nights
The inbox takes messages at any hour, so write when it suits you. If you clock out, eat and email us at 0300 on your night off, the reply comes within the next business day. A ticket sent on Saturday is answered after the weekend. The 24-hour change window, however, runs from the moment you placed the order, not from the moment we reply, so for a correction send the email first and sleep second.
When the 24 hours have passed
Send the ticket anyway. Tell us the order number and what you hoped to change, and we will tell you where the order stands. If the item is already on its way, the 60-day return window on Returns & Exchanges still applies once it is delivered, and that covers personalised items too.
6. Example tickets
Three short examples, written the way a real one should read. The names are fictional.
A credential fix inside the window
Subject: Fix my credential line – order 1234. Body: I ordered the Stacked Name & Credentials Crewneck forty minutes ago. The credentials read “R.N., B.S.N.” Please change the line to: Jordan Lee, BSN, RN. Everything else is correct.
A new address for a new assignment
Subject: Change shipping address – order 1234. Body: I placed this order last night and used my old apartment. I start a 13-week assignment next week. Please ship to the new address below instead. Then the full address on its own lines, with the postcode and country.
A unit order question before buying
Subject: Unit order question. Body: I am the charge nurse on a Tele unit and I am collecting sizes for Nurses Week. We want the Unit Sign Tee, about 18 lines, sizes S to 5XL, shipping to one address in the US. I understand there is no group discount and no minimum. Can each line carry a different name? The answer to that one is yes: each co-worker’s line has its own name, credentials and size.
A change-of-mind return
Subject: Start a return – order 1234. Body: The Unit Quarter-Zip Pullover arrived last week. Nothing is wrong with it; I ordered XL and it is looser than I want. I would like to return it. Please send the return label. For a change-of-mind return like this one we pay the return postage, and the refund is sent within 7 days of our receiving the parcel.
A gift with a mistake in the name
Subject: Problem with my item – order 1234. Body: I ordered a Name & Credentials Tumbler as a pinning gift for my daughter and had it sent to my own address. It arrived today and the name on it does not match the name in my order email. Two photos are attached, one close and one of the whole tumbler. Her ceremony is in December. With the order number, the photos and the date you are working towards, we have what we need to reply with the next step.
A question from a ward overseas
Subject: Unit order question. Body: I am a nurse on a surgical ward in New Zealand. Eleven of us want the same long sleeve tee. Do you ship here, what does shipping cost, and how long should we allow? The reply to that is short: yes, we ship to New Zealand; shipping is free with no minimum; allow 1-3 business days for making and 7-14 business days in transit. Prices are in USD, and any import duties or taxes depend on the destination country.
7. Tickets we cannot act on
A few requests come in that no reply can grant, and it is fairer to say so here than after you have waited a day. We cannot send a proof or mockup before production; the preview card on the product page fills that role. We cannot apply a group price, because there is no group discount and no minimum. We cannot confirm that an item suits your unit’s dress code; we never say dress-code approved, and that decision sits with your unit. We cannot promise that a parcel will arrive by a named date; we can only give you the ranges and help you count. And we cannot ship to a country outside the US, Canada, Australia and New Zealand. If your question is close to one of these, write anyway. Often there is a nearby answer, such as which plain colours are offered or how many business days to allow.
8. Check these pages first
Many tickets are answered by a page that already exists. A minute here may save you the wait.
- FAQs for short answers on proofs, credentials, sizes and timing.
- Order Tracking for what an order status means and how to count the days.
- Cancel or Change an Order for the 24-hour window.
- Refund Policy for when a refund is sent: within 7 days of our receiving the return.
- Size Guide for the eight unisex sizes, S to 5XL, and how to measure.
- Shipping & Delivery for the 1-3 and 7-14 business day ranges.
- Help Center for everything else, sorted by topic.
9. Our details
Scrub Ink, 1511 Ahuawa Loop, Honolulu, HI 96816, US. Email: support@scrubink.shop. Email is the only support channel. The same details are on Contact Us, and the way we handle the information in your message is described in the Privacy Policy.