FREQUENTLY ASKED QUESTIONS
Q: What are your shipment rates?
A: Shipping rates depend on the shipping method you choose at checkout. You can choose from flat rate shipping, UPS (for quicker delivery time), or in store pick up. You can also choose the free shipping option for orders over $250 (before GST and shipping). Please note that if free shipping is chosen on non-eligable orders, you will be contacted and required to pay the appropriate shipping before we will begin processing your order.
Q: What is flat rate shipping?
A: Flat rate shipping is a standard rate of shipping, regardless of where you live or how big your order is.
Q: When will I be charged for my order?
A: You will be charged for your order as soon as the order is submitted online. If you chose to phone in/email an order, you will be charged upon pick up (in store only).
Q: What if the item(s) I want to order are showing as "Out of Stock"?
A: Please see the section on Ordering in the "About Us" tab for the complete details on the process for out of stock items.
Q: If an item is unavailable for purchase online, will you be getting more in store?
A: Many styles, colors and prints are seasonal (meaning once the vendor runs out, they are not making more). We preorder our store stock seasonal shippments about three months before they ship. So if we have already done our seasonal shippment, and items are showing "not available online", the vendor has likely sold out of that particular style/color/print.
Q: How do I get notified about in store shipments?
A: There are two ways to join our mailing list. You can provide us your email address and we will send you he link to our online survey. Or you can check out our Facebook page to find the link. Once the survey is completed, you will be on our mailing list!
Q: Am I guaranteed to get the item(s) I order?
A: We will try our best to ensure you receive the item(s) you order. However, sometimes items are backordered or discontinued by our vendors after an order is submitted. If an item(s) you have ordered are backordered or discontinued, you will be notified.
Q: How does the ordering process work?
A: Please see the section on Ordering Information in the "About Us" tab for the complete details on how ordering works.
Q: Can I order by phone or email?
A: Phone and email orders are accepted for: Gift certificate redemptions, orders being picked up in store, and for general orders if you would prefer to order through us. This does not change the ordering process, and may take additional time to process, depending on how busy we are in store when you call or email.
Q: How long will it take to receive my shipment?
A: This will depend on whether the item(s) you order are in stock in our retail store or not. If your entire order is in stock in our retail store, these will be shipped from our retail store within a business day of the order being submitted (approx. 1 week from order to delivery). If there are items on the order that are not in stock, these will have to be ordered in. This process, depending on the company, can take anywhere from 4 to 6 weeks from order to delivery as many of these items are coming from the U.S.
Q: How does the checkout process work?
A: There are two answers to this question, depending on whether the item(s) being ordered are in stock at time of order or not.
1. Order is placed online
2. A confirmation email is sent to assure you we received your order
3. Order is processed; Orders placed before 2PM will be processed same day, orders after 2PM will be processed next business day.
4. Once item(s) are ready to ship from the Red Deer store, items are packaged and sent (via the shipping method chosen at checkout)
5. A confirmation email will then be sent indicating: Order is ready to be picked up (In store pick up option) or that the order has been shipped (tracking number will be included).
Out of Stock:
1. Order is placed online
2. A confirmation email is sent to assure you we received your order
3. Item(s) not in stock will be placed onto the next order with the particular company (until we meet our minimum piece requirements set by the vendor). You will be notified again once the order has shipped from our vendors warehouse. In this email, we will provide you with an estimated date that these items will be ready to ship from our Red Deer store.
4. Once item(s) are ready to ship from our store, items are packaged and sent.
5. You will receive a confirmation email from us letting you know your item(s) have been shipped and we will provide you with a tracking number.
Q: Can I change or cancel my order after I have placed it?
A: We try our best to process orders, whether in stock or being ordered in, in a timely manner. If your item is in stock, this order will be processed same day (if placed before 2PM). You will have until the end of the business day to cancel an order.
For items being ordered in, as long as we have not put the order in with our vendor, it can be cancelled. If the order has already been submitted or the order has already been processed, you may incur a 15% cancelation fee for items cancelled at the discretion of Bottoms Up Scrubs staff.
Q: If I live near Bottoms Up Scrubs Red Deer store, can I pick up my order instead of having it shipped?
A: Absolutely! We encourage anyone who wants to pick their items up in store to do so. Just select the In Store Pick-Up (ISP) option at checkout and you will not be charged for shipping.
Q: Are all items available for pick up in store?
A: Yes. Orders of any size can be picked up in store.
Q: How will I know my order is ready for pick up?
A: You will be sent an email at the email address you provided when your order is ready for pick up in store. Please wait for this confirmation email before coming to the store as the staff in store cannot speed up the process of getting your order ready for pick up.
Q: Will everything I order arrive in one shipment?
A: This is up to you. We will default to a consolidated shipping method but will send items as they become available upon request (only available to orders of 5 items or less; may incur additional shipping charges).
Q: What is consolidated shipping?
A: Consolidated shipping basically means that we will wait until we have a certain number of items in stock before we ship your order. We will automatically consolidate shipments, unless otherwise stated by the customer. This helps us keep our shipping costs and yours as low as we can!
Q: Will it take me longer to receive my items if they are consolidated?
A: Generally, yes it can take a little bit longer to receive a consolidated order. This is because we wait until all the items ordered have arrived at our store before we ship them. But the extra time does save on shipping costs, as you are only paying the shipping once.
Q: Where do you ship from?
A: All of our shipments come from our retail store in Red Deer, Alberta.
Q: Do you ship to international addresses?
A: At this time, we are only able to ship to Canadian addresses because of restrictions from some of our vendors.
Q: Is my merchandise insured?
A: All shipments sent from us through Canada Post (standard, flat rate shipping) and UPS will be ensured. However, whether a returned package is insured is up to the customer as we do not pay return postage.
Q: Will I be charged sales tax?
A: You will be charged Alberta GST when you place an order with us
Q: What is your return policy?
A: Please see our return policy section in the "About Us" tab for full details on online and in-store returns/exchanges.
Q: Once I have returned an item (not in store), when will I receive the credit?
A: Once the item(s) being returned have been received by the store, they have to be inspected. Once inspected (provided the item adheres fully to the return policy), you may be issued a store credit or refund. If your return does not adhere to the return policy, you will be contacted by our staff. Depending on the condition of the merchandise, you may be charged a restocking fee (to have an item dry cleaned or if item cannot be sold at regular price after return) so please read through the return policy carefully.
Q: Can I return items to the Red Deer location?
A: Yes. This may be the preferred method of returning/exchanging items as we do not pay for return shipping to get these items back to us.
Q: Are there any items that can not be returned/exchanged?
A: The following items can not be returned/exchanged due to personalization and/or sanitary concerns:
1.Clearance/Final Sale items (this includes custom stethoscope covers)
2. Stethoscopes, hoisery, socks, and surgical caps for sanitary/health reasons
Q: How do I return an item I purchased with a Bottoms Up Scrubs gift card?
A: Items purchased on a Bottoms Up Scrubs gift card can only be returned onto another gift card or exchanged, in person, in store. No cash refunds, no exceptions.
Q: What if any of my merchandise is defective?
A: Please contact the store within 5 days of receiving your order. Once we have spoken to you, we can go over the return process and the options for exchange, returns, etc.
Q: What if any of my items arrived damaged or was short shipped?
A: Please let us know within 5 days of receiving your order of damaged items. From there, we can discuss the return process and your options for returning the item(s), getting a refund, etc. For short shipments, please contact us within 5 Days of receiving your shipment to ensure the items have not been shipped as available (not consolidated). From there, we can discuss your options.
Q: How does the return policy differ between store and online purchases?
A: In store purchases have 30 days to return, online purchasers must contact the store within 14 days of receiving their order. Refunds are only applicable to online purchases and are by approval only. Please see the return policy for complete details on online returns.
Q: If I receive notification that my item is out of stock, what happens next?
A: In the email, we will provide you with the two options we have to move forward. One option is for us to give you a full refund (shipping will only be refunded if ALL the items on an order are discontinued) or we can give you a store credit that can be used to purchase items in store or online.
Q: What is your pricing policy?
A: We strive to ensure the pricing on our website and in store are accurate. Occasionally our vendors update their prices (whether an increase or decrease). We deal with these changes in price as soon as we can, but occasionally we do not get to them in time. We also reserve the right to adjust the prices on our online and in store merchandise at any time based on changes in cost, vendor regulations, etc.
Q: What is the difference between sale and clearance prices?
A: In Store: Sale priced items have a regular price tag while Clearance items have a yellow "sale" tag.The receipt will also reflect which items purchased are final sale.
Online: Clearance items will be marked as "FINAL SALE" in the item’s description.
Q: How do I know if what I buy will fit me?
A: We have provided sizing charts for all our vendors to do all we can to reduce incorrect sizes being ordered. If the item(s) you have ordered still do not fit, please see our exchange/ return policy for more information.
Q: Do you have sizing/Fit information available?
A: Yes. We have provided a sizing guide from all of our scrub vendors, as well as a “how to measure” and fit guide (Koi pants only). Please see our Sizing Chart section.
Q: Why do some styles fit differently from others?
A: There are a variety of reasons this can happen. Sometimes the cut of the style is more fitted, other times it is just the fabric the item is made out of. Unfortunately, there is no “standard” sizing between vendors, styles, or fabric content.
Q: How many items can I place in my shopping cart?
A: Up to 50 items can be put in your shopping cart at a time. If you will require more than 50, please contact the store prior to ordering.
Q: What forms of payment do you accept?
A: We only accept Visa and MasterCard for online purchases.
If you choose to order and pick up in store or shop in store, we accept Visa, MasterCard, Bottoms Up Scrubs gift cards, Debit and Cash.
Q: Can I purchase a gift card online as a gift? How will I get it?
A: At this time, gift cards must be processed manually in store. Please contact the store to purchase a gift card. Once purchased, you have the option to have the card mailed to you (at no cost) or we can hold it at the store for yourself or the gift card recipient to pick up.
Q: Gift card terms and conditions
A: Gift Certificates/Cards do not expire. The purchase of a gift certificate/gift card is non-refundable. Not redeemable for cash or for the purchase of another gift certificate/gift card. Bottoms Up Scrubs is not responsible for lost, stolen or damaged gift certificates/gift cards. Treat this gift certificate/ gift card like you would cash as it cannot be replaced if lost or stolen.
Q: Are the transactions secured?
Q: Can I be assured my personal information will not be sold or rented to anybody else?
Q: Can I redeem my gift card online?
A: At this time, we can only accept gift cards/certificates on in store, phone, or email orders as they have to be processed manually in store.
Q: How do I check the balance on a Bottoms Up Scrubs gift card?
A: Give us a call or email and we would be more than happy to assist you.
Q: Benefits of registering or joining the mailing list?
A: There are several benefits to joining our mailing list. For one, you will be contacted when our large seasonal shipments arrive from the brands YOU decide. Secondly, you will be notified about mailing list member exclusive sales and promotions geared toward the brands you love. Lastly, you will automatically be entered into any mailing list giveaways we have from the time you sign up, because who doesn’t love free stuff!
Q: How do I unsubscribe from the mailing list?
A: Unsubscribing is easy, just email, call us or stop by the store to request being removed from the list.
Q: What range of products do you carry in store?
A: In store we carry a selection of scrubs, accessories, and shoes from the same brands on our online store, as well as some in store exclusive items like clearance items.
Q: How do I find an item that was advertised or was something I saw in store?
A: If you have the item number, you can search it in the search menu at the top right hand side of the screen. The other option is to search by brand and narrow down by type (tools, tops, etc.).
Q: Is all the merchandise that is available at Bottoms Up Scrubs also available online?
A: No. We do have some store exclusive merchandise, as well as some online exclusive merchandise.
Q: Who do I contact for billing or payment related questions?
You can contact the store for all inquiries. Anyone there will be able to answer your questions, or find the answers for you!
Q: How can I get updates on the status of my order? Will there be a tracking number?
A: For general inquiries (i.e. if an order has been sent in with a particular vendor), you can stop into the store, give us a call, or email us. Once we have shipped your order from our store, you will be emailed with a shipping confirmation, along with a tracking number.
Q: How do I care for my scrubs?
A: Please see our Aftercare page for a full list of helpful hints and emergency care instructions. Please note; Even if you follow the care instructions we have provided, Bottoms Up Scrubs is not liable for any stains/damage that may occur from following these suggestions.
Q: Do you offer gift wrapping?
A: We can do gift wrapping, upon request. The cost for gift wrapping is$2.50 per item. In order to get your order gift wrapped, you must email or call the store (gift wrapping will be a separate charge from the order).
Q: When purchasing multiple items, how do I know what’s in each gift-wrapped box (if more than one box is needed)?
A: If you do opt for gift wrapping, each package will have a number. These numbers will correspond with the numbers we put beside each item on the packing slip.
Q: Are there any discounts if we buy in bulk?
A: Yes, please see our Group Ordering section in the "About Us" tab for complete details.