Shipping & Returns
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Shipping & Returns Policy
Everything you need to know about shipping times, our return process, and exchanges. Free shipping on orders over $125 CAD — shipped from Vancouver, BC.
U.S. Customers — All Sales Are Final
Due to tariffs and high shipping costs, all sales to U.S.A. customers are final sale. No returns or exchanges are available for orders shipped to the United States.
Shipping
Shipping Information
Free Shipping on Orders Over $125 CAD
All Canadian orders over $125 CAD qualify for free shipping. Orders under $125 are subject to standard shipping rates.
Standard Shipping
- ✓Ships from our Vancouver, BC warehouse
- ✓Delivered to every province and territory across Canada
- ✓Free on all orders over $125 CAD
- iIt is your responsibility to track your package and provide the correct delivery address
- iIf a package is returned to us due to a wrong address or missed delivery, new shipping charges must be paid before we can reship
Overnight / Express Shipping
- ✗Overnight shipping is not available for P.O. boxes or remote locations — packages will take an additional 1–2 days
- iOrders placed after 9:00 AM EST may not ship same day — they go out the following business day
- ✗No weekend deliveries — orders shipped on Friday will arrive the following Monday
Missed or Failed Deliveries
Any return shipping fees charged by the courier due to a missed or failed delivery will be deducted from your original order amount. A 15% restocking fee per item will also apply. Clearance items will be held until new shipping charges are collected.
Returns
Return Policy — Canadian Customers
What You Can Return
Within 7 days of receiving your order, you can return or exchange any regular-priced item that is unworn, unwashed, unaltered, and has not been laundered, ironed, steamed, hemmed, or embroidered — with all original tags still attached.
Eligible for Return
- ✓Regular-priced items only
- ✓Unworn, unwashed, and unaltered
- ✓All original tags still attached
- ✓Not ironed, steamed, hemmed, or embroidered
- ✓Returned within 7 days of receipt
- ✓Refund issued as store credit or to original payment method
Not Eligible for Return
- ✗Clearance items — all clearance sales are final
- ✗Embroidered items — final sale, no exceptions
- ✗Items that have been worn, washed, or altered
- ✗Items with missing, damaged, or removed tags
- ✗Items returned more than 7 days after receipt
- ✗U.S. orders — all U.S. sales are final
Shipping Costs Are Not Refunded
Shipping costs cannot be refunded. If your order qualified for free shipping, a $14.99 + tax shipping charge will be deducted from your refunded total. You are also responsible for the cost of shipping items back to our Vancouver warehouse.
Returned Items with Missing Tags or Damaged Packaging
Items returned with missing or damaged tags, packaging, components, or hangers are subject to an additional processing fee of up to 20% of the merchandise cost, depending on the availability of those missing components.
How to Make a Return
1
Request a Return Authorization (RA) Number
Email returns@scrubdepot.ca within 7 days of receiving your order. Include your order number and the items you wish to return. RA numbers are valid for 30 days — your return must arrive within this window.
2
Write Your RA Number on the Outside of the Package
Your RA number must be clearly written on the outside of all returned packages. Returns sent without an RA number will be subject to a handling fee of $2 per item.
3
Ship Your Return to Our Vancouver Address
Ship your return at your own cost to: 3102 Oak Street, Vancouver, BC, V6H 2L1. We recommend using a tracked shipping method.
4
Receive Your Refund
Once we receive and inspect your return (usually within 48 hours), your refund will be processed to your original payment method or as store credit. Allow an additional 2–10 business days for your credit card company to post the refund.
Exchanges
Exchange Process
Need a different size or style? We make exchanges easy. Follow these steps:
1
Email Our Returns Team
Email returns@scrubdepot.ca with your order number, the items you want to return or exchange, and — if applicable — what new item or size you'd like instead.
2
Receive Your RA Number & Shipping Instructions
We'll reply with your Return Authorization number and instructions for sending your items back.
3
Choose Your Exchange Method
Option A: Place a new order now and we'll issue a refund once we receive your return.
Option B: Send your items back first, and we'll ship your exchange once we receive them.
Option B: Send your items back first, and we'll ship your exchange once we receive them.
Order Changes
Order Cancellations & Modifications
When Can You Cancel or Modify?
- ✓Orders can be modified or cancelled while their status is "In Process"
- ✗Once an order status changes to "SHIPPED", it cannot be cancelled or modified
- ✓Store Pickup orders can be cancelled and refunded for regular-priced items only
- ✗Clearance items on Store Pickup orders cannot be refunded or rejected
Uncollected Store Pickup Orders
If a pickup order is cancelled or has not been picked up for longer than one month, a $2.50 per item restocking fee will be charged. Unless otherwise instructed, the order will then be cancelled and the remaining funds refunded.
Store Pickup
Pickup Locations
Prefer to pick up in person? We have two retail locations in BC and a warehouse pickup option in Ontario for Mobb products.
Vancouver Store
Address3102 Oak Street
Vancouver, BC, V6H 2L1
Vancouver, BC, V6H 2L1
Pickup EligibilityAll regular-priced items available for pickup
Note: Clearance items are not eligible for store pickup.
Surrey Store
Address106 – 13737 96th Ave
Surrey, BC
Surrey, BC
Pickup EligibilityAll regular-priced items available for pickup
Note: Clearance items are not eligible for store pickup.
Ontario Warehouse — Mobb Only
Address116-A Viceroy
Concord, ON, L4K 2M1
Concord, ON, L4K 2M1
HoursMonday to Friday
9:30 AM – 5:00 PM
9:30 AM – 5:00 PM
Important: Only Mobb Medical items can be picked up at this warehouse location.
FAQ
Shipping & Returns Questions
How do I start a return?
Email returns@scrubdepot.ca within 7 days of receiving your order. Include your order number and the items you want to return. We'll reply with a Return Authorization (RA) number. Write this number on the outside of your package before shipping it back to us.
Can I return clearance items?
No — all clearance items are final sale. This includes items purchased at clearance pricing online and items picked up in store. Once a clearance order is marked "Awaiting Pickup" it cannot be cancelled either.
Can I return embroidered items?
No — embroidered items are final sale, as they have been customized specifically for you and cannot be resold.
Who pays for return shipping?
You are responsible for all return shipping costs back to our Vancouver store at 3102 Oak Street, Vancouver, BC, V6H 2L1. We recommend using a tracked shipping method so you can verify delivery.
I got free shipping — will that be refunded?
If your order qualified for free shipping and you return it, a $14.99 + tax shipping charge will be deducted from your refunded total, as the original shipping cost was absorbed by us.
How long does it take to get my refund?
Once we receive and inspect your return (usually within 48 hours of receipt), we'll process your refund. Depending on your credit card company, it may take an additional 2–10 business days for the credit to appear on your statement.
My package was returned to you — what happens now?
If a package is returned to us due to a wrong address or missed delivery, any return shipping fee charged by the courier will be deducted from your original amount, and a 15% restocking fee per item will apply. To have your order reshipped, new shipping charges must be paid. If you received free shipping originally, the $14.99 + tax fee applies to reship.
Do you ship to the United States?
Yes, we do ship to the United States, however please note that all U.S. sales are final — no returns or exchanges are available due to tariffs and high shipping costs.