Refund policy

At NurseCrush, we're proud to serve the heroes of healthcare — and we want you to feel confident and supported with every order. Each product is made-to-order, designed to honor the incredible work nurses do every single day.

We're happy to offer a replacement or refund in certain situations. Please review our policy below:

Damaged, Misprinted, or Incorrect Items

If you receive a product that is:

  • Damaged during shipping
  • Defective or misprinted
  • Not the item you ordered

Please email us at cs@nursecrush.com within 7 days of receiving your order. Be sure to include:

  • Your order number
  • Clear photos of the issue

Once we verify the problem, we'll gladly:

  • Resend a replacement at no extra cost
  • Or issue a full/partial refund, depending on the situation

Lost Packages

If your package hasn't arrived after the expected timeframe, contact us and we'll:

  • Work with the shipping provider to track it down
  • Resend your item or offer a refund if the package is confirmed lost

What's Not Eligible for Refund or Return

Because our products are made just for you, we cannot offer refunds or returns for:

  • Wrong size, color, or design ordered by the customer - Please double-check your selections before checkout
  • Change of mind after ordering - All items are made-to-order and production begins immediately
  • Personalized items with customer errors - We are not responsible for typos or incorrect information provided by the customer
  • Requests made more than 7 days after the order was delivered

⚠️ Important: Please double-check your order details (size, color, design, personalization) before placing your order, as we cannot accept returns for customer ordering errors.

Important Notes About Personalized Items

Items with custom names, photos, or personalized text are considered FINAL SALE:

  • Personalized items cannot be returned or exchanged unless they arrive damaged or defective
  • Please carefully review all personalization details (names, dates, text, images) before placing your order
  • We are not responsible for errors in personalization information provided by the customer
  • Double-check spelling, capitalization, and formatting of all custom text

Order Cancellations

Orders can only be canceled within 12 hours after placement. After that, your item goes into production and cannot be changed or canceled.

To cancel an order within the 12-hour window, email us immediately at cs@nursecrush.com with your order number.

Return Shipping Costs

For Damaged, Defective, or Incorrect Items (Our Error):

  • NurseCrush covers ALL return shipping costs
  • We will provide a prepaid return shipping label
  • You will receive a full refund or replacement at no cost to you

For Customer Errors (Wrong Size, Color, Design Ordered):

  • These items are NOT eligible for return or refund
  • All items are made-to-order and cannot be returned once produced
  • All personalized items are final sale and cannot be returned

How to Initiate a Return

If you received a damaged, defective, or incorrect item, follow these steps:

  1. Email us at cs@nursecrush.com within 7 days of delivery
  2. Include your order number and clear photos of the issue
  3. Wait for approval - We will review your request within 24-48 business hours
  4. Receive your prepaid label - If approved, we'll send you a prepaid return shipping label
  5. Ship the item back using the provided label
  6. Get your refund - Refund will be processed once we receive and inspect the item

Refund Processing Time

Once your return is received and inspected:

  • We will review and approve eligible refunds within 2-3 business days
  • Approved refunds will be processed within 5-7 business days
  • Refunds will be issued to your original payment method
  • Please allow 3-5 additional business days for the refund to appear in your account (depending on your bank or card issuer)

Total Timeline: Please allow up to 10-15 business days from the time we receive your return for the refund to appear in your account.

Note: Processing times may vary during holidays or peak seasons (Nurse Week, Christmas, etc.). We appreciate your patience!

How to Request a Refund or Replacement

Please contact our support team by emailing cs@nursecrush.com with the subject line:
"Refund Request + Order Number"

Example: "Refund Request + Order #12345"

Include:

  • Your order number
  • A brief explanation of the issue
  • Clear photos showing the problem (damage, defect, or wrong item)

We aim to respond within 24–48 business hours.

Exchanges

We do not offer direct exchanges. If you need a different size, color, or design:

  1. Contact us if your item qualifies for a return (damaged/defective/incorrect)
  2. Once approved, return the item using our prepaid label
  3. Place a new order for the item you want
  4. We'll process your refund once we receive the return

Questions or Concerns?

If you have any questions about our refund policy or need assistance with your order, our customer support team is here to help:

Email: cs@nursecrush.com
Phone: +1 (254) 876-6879
Support Hours: 8:00 AM - 6:00 PM Mon-Fri (MST)

We know you've got lives to save — so we'll handle everything else with care, clarity, and heart. 💙

Last updated: January 2026