FAQ

Ordering:

How do I place an order?

Placing an order is simple and secure.  Just select the color, size and quantity of the item(s) you would like to purchase and then click the “Add to Bag” button. The Shopping Cart page will display the items in your cart and will allow you to change the quantity of each item you’ve selected or remove items.  From the Shopping Cart page you can either proceed to checkout or continue shopping.

When you have finished shopping, click on the “View Bag” or “Checkout” icon at the top right area of the page to review your selections.  When you are satisfied with your order, click the “Proceed to Checkout” icon to complete your purchase. 

Items keep disappearing from my cart, what’s going on?

You need to make sure that you have cookies enabled in your web browser.

What forms of payment do you accept?

We accept payment by Discover, Visa and MasterCard.

We will charge for the processed in-stock items, plus the entire amount of shipping and handling costs.  Payment for any backordered items will be charged upon delivery.  You will not be billed any additional shipping fees for backordered items.

Do you charge sales tax?

It depends on the state and/or city that you live in. When you enter your shipping information the sales tax, if applicable, will be calculated automatically.

How do I make changes to or cancel an existing order?

Please remember that in-stock items ordered before 2:00PM ET Monday – Friday (excluding holidays) will ship the same business day! If you need to cancel or change an order, please contact Customer Care as soon as possible with your requests.  We use automated order processing and warehouse systems to provide you with the fastest service possible so we may not be able to cancel or modify your order before it is processed. Cancelling or changing an order usually involves return of merchandise or additional shipments. We apologize for any inconvenience. Please refer to our returns policy for additional information.

Do I have to create an account with you?

No you don't. During the checkout process you will have the opportunity to create an account with us.  By creating an account you will be able track your current order easily and you will be able to quickly see what you have ordered in the past. With an account you can also be notified about new products and promotions as soon as they are available. But, rest assured, you can also check out as a guest without creating an account with us.

Do you store my credit card information?

No we don’t. In fact your credit card information never passes through our servers. We use Authorize.net’s CIM to securely tokenize all credit card information. We do not store your credit card, only a token referencing with a PCI complaint tokenizer. We do not have access to the card but will store the token on your account at your request.

What if an item is not in stock?

On occasion, demand for a product will exceed the quantity in stock. If this is the case, you will see a message about availability when you hit the Add to Bag button.  In addition, if you order an item that is currently out of stock, we will notify you by email that the product is backordered and let you know when it is expected.  We will usually give you the option of replacing the item with a different one (i.e., a different color)

If you have ordered multiple times, in-stock items will be shipped immediately via your requested shipping method so as not to delay your entire order. Backordered items will be shipped at our cost at no extra charge to you.

 

Shipping

What if I didn’t get an email confirming my shipping information?

Please check your email filters and/or blockers to ensure that Heartsoul is on the safe senders list in your address book. Feel free to contact Customer Care at customercare@heartsoulscrubs.com during business hours to get your shipping information.

How will my order be shipped?

We ship all orders via FedEx SmartPost Ground delivery service. This service utilizes both FedEx and the U.S. Postal Service for handling. In most circumstances, your package will be delivered via the U.S. Postal Service. All standard delivery packages can be tracked at https://www.fedex.com/tracking. All P.O. Box addresses are sent via FedEx SmartPost.

How much does shipping cost?

Prices below include the cost of shipping + handling + insurance

Price

Economy

Premium Ground *

3-Day Air

2-Day Air **

Next Day Delivery

$0 - $14.99

$7.50

$11.99

$15.99

$20.99

$37.99

$15.00 - $25.99

$7.50

$14.99

$16.99

$21.99

$38.99

$26.00 - $49.99

$7.50

$16.99

$19.99

$24.99

$41.99

$50.00 - $74.99

$12.50

$18.99

$20.99

$25.99

$42.99

$75.00 - $99.99

$12.50

$20.99

$21.99

$26.99

$43.99

$100.00 - $124.99

$12.50

$22.99

$23.99

$28.99

$45.99

$125.00 - $149.99

Free

$22.99

$23.99

$28.99

$45.99

$150.00 - $199.99

Free

$26.99

$27.99

$32.99

$49.99

$200.00+

Free

$29.99 + $3 for every $50 above $249.99

$30.99 + $3 for every $50 above $249.99

$35.99 + $3 for every $50 above $249.99

$52.99 + $3 for every $50 above $249.99

Note, there is a $10 surcharge for deliveries to Alaska and Hawaii.

* Premium Ground Service is only available in the 48 contiguous United States. Not available in AK and HI.
** 2-Day Air is not available when shipping to a P.O. Box address. Your order will be delivered on the 2nd business day (business days are M-F excluding holidays) after the date of the order, if the order is received by 2:00pm ET, and depending on the availability of the product.

How are orders shipped to Alaska, Hawaii, U.S. territories, APO and FPO addresses?

Shipments to Alaska, Hawaii, U.S. territories (Puerto Rico, Guam, U.S. Virgin Islands), APO and FPO addresses are delivered via USPS. Premium Ground Service and 2-day delivery are NOT available to Alaska, Hawaii, U.S. territories (Puerto Rico, Guam, U.S. Virgin Islands), APO and FPO addresses.

Do you offer international shipping?

At this time we only offer shipping to the 50 U.S. states, Alaska, Hawaii, the District of Columbia, U.S. territories (Puerto Rico, Guam, U.S. Virgin Islands), APO and FPO addresses only. In the future we will expand to offer shipping in Canada as well as other international locations. Please sign up to be on our mailing list so you will be the first to know when we expand our delivery options.

How long will it take for my order to arrive?

 http://www.fedex.com/grd/maps/MapEntry.do?originZip=76106

Most in-stock items ship in 1 business day. Depending on the shipping method selected, your order should arrive in 1 – 8 business days.

How can I track the status of my order?

You will receive a shipping confirmation email that includes a tracking or delivery confirmation number. To track an order after it has shipped, click on “Order Status” under "My Account" at the top of the right-hand corner of the navigation bar. Then enter your order number and email address or billing zip code. If you have any further questions or have not received your shipping confirmation email, please contact Customer Care.

What if part of my order is backordered?

If you have ordered multiple items, in-stock items will be shipped immediately via your requested shipping method so as not to delay your entire order. Payment for any backordered items will be charged upon delivery. You will not be billed any additional shipping fees for backordered items.

 

Returns/Exchanges:

What is your return policy?

If you’re not completely satisfied with any merchandise you have ordered you may return it within 90 days of receipt for a full refund of the purchase price, no questions asked! Please contact us at customercare@heartsoulscrubs.com.

All items must be in their original condition with their original packaging, instruction manuals, warranties and tags. Laundered garments and footwear showing visible wear are not returnable unless they are defective.

If an item was ordered as a set, it must be returned as a set. 

Please allow 14 business days to process your return.

How do I exchange an item?

All items must be in their original condition with their original packaging and tags. Failure to return without tags will result in automatic rejection. Laundered garments and footwear showing visible wear are not returnable unless they are defective.

Original shipping/processing charges are not refundable.  We will, however, exchange item with no additional shipping/processing charges. Please contact Customer Care.

What if my item is defective?

On rare occasions, a product can have a defect that we did not detect or that becomes apparent during use. If a product you’ve purchased has a manufacturing defect, please contact Customer Care at  customercare@heartsoulscrubs.com

 

Product Info:

What’s my size?

You can click on the link to the sizing chart when you look at a specific product. Heartsoul's fabric is designed to not shrink, so you don’t need to worry about that.  Feel free to contact Customer Care if you have any questions about the fit.

How do I care for my Heartsoul apparel?

We recommend that you use a non-chlorine detergent and machine wash in cold water with similar colors. Do not use bleach. Tumble dry on low. And if needed, you can use a cool iron.

What is Heartsoul made out of?

Heartsoul products are made from 95% Polyester/5% Spandex Poplin. Our print tops are made from 94% Polyester/6% Spandex Poplin and our underscrub knit tops are made from 95% Rayon/5% Spandex knit.

Our scrubs offer 4-way stretch and are moisture-wicking and wrinkle-resistant. They also include Certainty® Antimicrobial Fabric Technology*

What is Certainty® Antimicrobial Fabric Technology*?

Certainty uses an EPA-registered antimicrobial fabric technology to reduce, inhibit and minimize the growth of unwanted microorganisms on the fabric.* Certainty provides garments with long-lasting freshness and helps to extend the life of the garment. Garments featuring Certainty give wearers confidence that their garments look professional and maintain their fit throughout the rigors of daily work.

*  Wash all garments thoroughly after each use. Garments featuring antimicrobial technology do not protect users or others against bacteria, viruses or other disease organisms. Always follow all best practices for infection prevention.

Do you offer embroidery?

At this time we are unable to offer embroidery, but plan to do so in the future. Please make sure you sign up for our mailing list so you can be among the first to know when we do start offering embroidery. Your local retailer may offer embroidery services.

 

Promotions and Gift Cards:

Do you offer gift cards/certificates?

At this time we are not offering gift cards/certificates, but you are welcome to purchase an item as a gift. Make sure you sign up for an account on our site so we can let you know as soon as we offer gift cards.

How do I use a promo or coupon code?

In the Checkout page, enter your promo or coupon code in the “Promo Code” box and click “Apply” to update your order subtotal. 

Can I use multiple promo codes/coupons on my order?

You can only use one promo code/coupon per order. They cannot be combined or stacked.

Can promo codes/coupons be applied to sale items?

Promo codes/coupons are not applicable to sale items. 

 

Contacting Us

How do I reach Customer Care?

Our representatives are available to help you place an order, find the perfect outfit or tell you more about Heartsoul. 

Hours:  Monday  - Friday (9am – 9pm ET), Saturday (9am – 5pm ET)

Phone:  (800) 261-4390

Email: customercare@heartsoulscrubs.com 

What if I want to share something with you?

We want to hear from you. Feel free to connect with us on social media or send us an email at customercare@heartsoulscrubs.com.