Frequently Asked Questions
- Contact Info
- My Account
- Placing Orders
- Shipping Orders
- Delivery Information
- Canceling Orders
- Returning Orders
- Product Info
Q : How do I reach customer service?
A : You can reach us by phone, fax, email or post.
By phone: 866-814-0145, 24 hours a day 7 days a week.
By fax: 1-800-600-1449
By email: firstname.lastname@example.org
411 Bussen Underground Rd
St. Louis, MO 63129
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Q : Why it is important for me to have an account?
A : Creating an account with Uniform City will save time when placing orders as well as help you track previous orders. You can create and save addresses, view your wish list, manage your email preferences, track order and reorder with ease. (Back to Top)
Q : How do I create an account?
A : Click on "My Account" located at the top of the page and enter your name, email address and password to create your Uniform City account. (Back to Top)
Q : How do I log in?
A : Click on "My Account" located at the top of the page. Use your email address and password to access your personal Uniform City account. (Back to Top)
Q : I can't remember my password, what do I do?
A : Click on "My Account", then under Returning Customer, click on "Password help" to have your password sent to you via email. You may also want to refer to the next question for additional assistance. (Back to Top)
Q : I am having problems logging in.
A : Both your email address and password are case sensitive, meaning email@example.com is not the same as SOMEONE@SOMEWHERE.COM. Make sure you use the same case as when you created your account. If you are still having login problems contact us via email at firstname.lastname@example.org or by phone at 1-866-814-0145. (Back to Top)
Q : How do I edit my account information?
A : Click on "My Account" and log in. You will be able to edit your account information including email, billing address and shipping address. PLEASE NOTE: Address changes will be applied to new orders only. if you need to change an address for a current order, please call one of our customer service representatives at 1-866-814-0145. (Back to Top)
Q : How do I unsubscribe from the email list?
A : To unsubscribe from the Uniform City email list, click on the "unsubscribe" link on any of the Uniform City emails you receive or go to MY ACCOUNT and click on Email Preferences to change your options. (Back to Top)
Q : How do I place an order online?
A : Ordering online is easy and secure. First locate the item you wish to purchase using keyword search, using the site's main navigation or using filters to refine what you're looking for. From the product page you select where applicable, color and size, choose your embroidery options, specify the quantity and click "add to cart." When you are finished shopping, go to the cart to review your order. In the shopping cart you can change quantities or remove the items completely. When you are ready, click "checkout" and begin the checkout process. (Back to Top)
Q :How do I place an international order?
A : UniformCity.com has partnered with a trusted company, GlobalShopex.com, to fulfill orders for our international customers. Simply add the items that you wish to our purchase in our shopping cart and choose the "international checkout" option. The items will automatically be transferred to the GlobalShopex cart. You may pay with international credit cards ,PayPal, Money Gram, bank wire transfers, Alipay or other local payment options. GlobalShopex will process your payment and guarantee delivery. Once your order is completed, all inquiries should be directed to GlobalShopex at email@example.com or 786-391-4865.
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Q : What do I do if I don't want to place an order online but I want to order?
A : You can call our Customer Care Center at 866-814-0145 to speak with a friendly and helpful customer care representative if you're not comfortable placing the order online. (Back to Top)
Q : What methods of payment does your online store accept?
A : At this time our store currently accepts Discover Card, Mastercard, and Visa. We do not accept international credit cards. All credit card transactions must be drawn on US banks. (Back to Top)
Q : I don't have a credit card. What are my options?
A : You can always place an order with our Customer Care Team by calling 1-866-814-0145 – 7 days a week 5am – 1am Central Time – and they will help you with paying by check or money order. (Back to Top)
Q : Can I use my mobile device to shop online?
A : Yes! The site has been optimized for a mobile shopping experience on your phone or tablet. (Back to Top)
Q : How can I tell if my order has been received?
A : Upon completion of your order, you will receive an on-screen message as well as an email with the order confirmation number. This screen will have your Order ID Number and order total, including shipping costs. Please keep the order ID for your records. If you are using e-mail filters and/or blockers, please make sure that you can receive e-mails from Uniform City.com so that e-mail notices can be received. (Back to Top)
Q : How do I enter a discount coupon on my order?
A : After putting all of the items into your basket, enter the coupon code in the Promotional Code box just below the items in your cart, then click the Apply Coupon button. Your discount will be applied and the totals will be updated in your basket. For shipping discounts, the discount is taken from the items in your basket and the shipping charge remains unchanged. (Back to Top)
Q : Why isn't my coupon code working?
A : Check carefully. Did you enter the correct coupon code? Did you click apply? Discounts may be taken on the product or on the order. Some products however are excluded from promotions. (Back to Top)
Q : When will you charge my credit card?
A : Your card will not be charged until your order ships. You will be charged for back-ordered items only after they ship with no additional shipping or handling charges. (Back to Top)
Q : Can I purchase/use a Gift Certificate online?
A : At this time, we do not offer Gift Certificates online. We will have that functionality very soon. (Back to Top)
Q : Can I use a Gift card with a Master Card or Visa logo?
A : No. We are unable to process gift cards at this time. (Back to Top)
Q : Can I use my Uniform City Reward Program to get loyalty points?
A : Unfortunately, not at this time. But we are working to change that. (Back to Top)
Q : Do you charge sales tax?
A : You will only be charged tax if you are shipping to a state where there is a Uniform City store or other presence. (Back to Top)
Q : How do I check the status of my order?
A : You may email us at firstname.lastname@example.org or you may call Customer Care Center at 1-866-814-0145 – 7 days a week 5am – 1am Central Time. You can also click Order History and Tracking. (Back to Top)
Q : How accurate are the colors of items in the online catalog?
A : We do our best to accurately represent the appearance of the products we sell in our online store. However, please keep in mind that if your monitor color settings have been changed or are not set to the default standard settings, a product's true colors may not appear as they should on your screen. (Back to Top)
Q : Can I still order an item if it's out of stock?
A : Yes. If the item indicates it's out of stock, it's temporarily out of stock. You can still place it into your cart. When it becomes available, it will be shipped to you. (Back to Top)
Q : Do you offer Group Ordering Discounts?
A : Yes, Please contact our Group Sales Representatives at 1-800-397-1758 Monday to Friday 9:00 a.m. to 5:00 p.m. Eastern Time. (Back to Top)
Q : Does Uniform City accept purchase orders?
A : Signed Purchase Orders are accepted for all Hospitals, Clinics, Institutions, and Government Agencies with credit approval. Simply fax or mail us an authorized purchase order and we will generally process it within 24 hours or call one of our Group Sales Representatives at 1-800-397-1758 Monday to Friday 9:00 a.m. to 5:00 p.m. Eastern Time. (Back to Top)
Q : What do you charge for shipping?
A : Our current shipping rates:
US Shipping & Processing
|Merchandise Total||Standard Ground*||Premium Ground*||2nd Day*||Next Day*|
|$0.00 - $25.00||$6.97||$10.79||$17.79||$27.79|
|$25.01 - $50.00||$9.97||$12.79||$20.79||$30.79|
|$50.01 - $75.00||$11.97||$14.79||$22.79||$32.79|
|$75.01 - $100.00||$12.97||$16.79||$24.79||$34.79|
|$100.01 - $120.00||FREE||$16.79||$24.79||$34.79|
|$120.01 - $150.00||FREE||$18.79||$26.79||$36.79|
|$150.01 - $200.00||FREE||$18.79||$26.79||$36.79|
|$200.01 - $300.00||FREE||$18.79||$26.79||$36.79|
|$300.01 - $500.00||FREE||$18.79||$26.79||$36.79|
*In-stock items only. Please allow for processing time of up to 2 business days.
Shipping times are given in business days. No weekend/holiday delivery.
Backorder items ship as they become available via same shipping method.
Expected shipping times only.
Q : How do you ship?
A : Most in-stock, non-personalized orders ship in 1 business day. Please allow 3 additional business days for personalization. Depending on the shipping method selected, your order should arrive in 1-8 business days. All standard delivery packages can be tracked via www.uniformcity.com/orderstatus or www.fedex.com
Standard Ground: Delivered Within 8 Business Days For your convenience, Uniform City ships via FedEx SmartPost Ground delivery service. This service utilizes both FedEx and the US Postal Service for handling. In most circumstances, your package will be delivered via the US Postal Service. All PO Box addresses are sent via FedEx SmartPost. Most orders shipped via FedEx SmartPost will be delivered within 8 business days from your day of order. Business days are Monday—Friday, excluding holidays.
Premium Ground: Delivered Within 5 Business Days FedEx Premium Ground utilizes the FedEx ground delivery network from door to door. This service will deliver your package to you faster than any other ground service. Most orders shipped via FedEx Premium Ground will be delivered within 5 business days from your day of order, if placed by 3:00pm Eastern Time. Business days are Monday—Friday, excluding holidays.
2-Day Air Deliveries: Delivered Within 3 Business Days** Orders shipped via 2-Day Air will be delivered on the 2nd business day after your day of order, if placed before 3:00pm Eastern Time. Business days are Monday—Friday, excluding holidays.
** For FedEx 2- Day and FedEx Next Day delivery, your order must be placed by no later than 11:00 AM for it to ship the same day that the order is placed. Orders placed after 11:00 AM Eastern Time will ship the following business day. Not available when shipping to P.O. Boxes, Alaska, Hawaii, or US territories (Puerto Rico, Guam, Virgin Islands).
Next Day Deliveries: Delivered Within 2 Business Days** Orders shipped via Next Day will be delivered on the 2nd business day after your day of order, if placed before 3:00pm ET. Business days are Monday—Friday, excluding holidays.
** For FedEx 2- Day and FedEx Next Day delivery, your order must be placed by no later than 11:00 AM for it to ship the same day that the order is placed. Orders placed after 11:00 AM Eastern Time will ship the following business day. Not available when shipping to P.O. Boxes, Alaska, Hawaii, or US territories (Puerto Rico, Guam, Virgin Islands). (Back to Top)
Q : Do you offer Saturday delivery?
A : For FedEx Saturday delivery, your order must be placed by 11:00AM Eastern Time Friday. FedEx Saturday delivery is not available for all locations. Please call 1-866-814-0145 to verify if Saturday delivery is available for your area. (Back to Top)
Q : Do shipping discounts given on all types of shipping methods?
A : Promotional offers for discounts on shipping charges only apply to our standard ground delivery service. (Back to Top)
Q : Do you ship internationally?
A : We are only able to ship orders to the continental United States, Hawaii and Alaska and the US territories. Due to heightened security measures, we can no longer ship to APO or FPO addresses. (Back to Top)
Q : When can I expect my order?
A : Allow 7-10 business days for all in-stock items to be received by customers. Most embroidered items are delivered within 7-14 business days and require 1-2 additional business days for order processing. (Back to Top)
Q : How long after placing my order before I receive confirmation?
A : When ordering through our web site, you should receive a confirmation email within 24 hours of placing your order. You will receive a shipping confirmation email when the order is on its way. (Back to Top)
Q : How long will it take for my order to arrive?
A : In-stock, non-embroidered items will typically take from 7-10 Business Days to be received for shipments within the continental United States. For shipments to Alaska, Hawaii, Puerto Rico, Guam & US Virgin Islands, please allow 10-15 business days for delivery. For those items out-of-stock, backordered items may take up to 2-3 weeks to be received as these items become available and will be shipped without any additional shipping charges. (Back to Top)
Q : Can I track my order?
A : Yes. You will receive a shipping tracking number with your shipping confirmation. You can also go to MY ACCOUNT and view your order for the tracking information. (Back to Top)
Q : How do I cancel or change an order?
A : Remember we ship most orders same day. If you need to cancel or change, call immediately. Because we use automated systems to process and fulfill orders as fast as possible, we may not be able to cancel or modify your order. Cancellation or change of an order usually involves returning and/or exchanging merchandise. See below for those practices. (Back to Top)
Q : What is your return policy? I have a problem with my order.
A : If you are not satisfied with an item, you may return it within 60 days upon receipt of the item for a refund. We cannot accept for return any items over 60 days old, items that have been worn, washed, damaged, altered, or embroidered. Embroidered items may be returned if Uniform City made the error prior to shipping. Shipping charges are not refundable. You are always welcome to send us an email at email@example.com or give us a call at 1-866-814-0145 (7 days a week, 5:00am - 1:00am Central Time). (Back to Top)
Q : What should I do if my item is defective?
A : Uniform City stands by their products. On rare occasions however, products can sometimes have a defect that goes undetected by the manufacturer or becomes apparent only during use. If you think that a product you purchased from Uniform City has a manufacturing defect, please call our Customer Care Department at 1-866-814-0145 – 7 days a week, 5:00am - 1:00am Central Time or send an email to firstname.lastname@example.org. (Back to Top)
Q : How do I return items back to Uniform City?
A : Please fill out and follow the instructions located on the back of the packing slip received with your original order. You may send a copy if you need to keep the original for your records. Return items to the address printed on the back of your invoice. You may use any method of shipping that will be convenient for you. Please do not use the Priority Mailbag or Box to return the order by FedEx. Items should have the original tags attached. (Back to Top)
Q : What if the embroidery error is the fault of Uniform City?
A : Uniform City will only accept embroidered items for return or exchange in the event the error was caused by Uniform City prior to shipping. Follow the standard return procedures. If you have questions, call our Customer Care Department at 1-866-814-0145 or send an email to email@example.com. (Back to Top)
Q : Will I be charged for shipping again when an item is returned?
A : Standard shipping rates for the order will be charged at the time of the return. (Back to Top)
Q : How long will it take to receive my refund?
A : Once your package has been received and processed, your refund will be generated by our system. If you paid by credit card, your credit card will be then credited. Depending upon your billing cycle, you should see the credit on your next statement. If you paid by check, your refund check will be mailed within 10 to 15 business days from the date we receive and process your returned package. (Back to Top)
Q : What if my merchandise is defective, broken or needs repaired?
A : For maintenance, repair and/or warranty service that is covered by the manufacturer's warranty, contact the manufacturer directly, please. (Back to Top)
Q : Do you carry tall items?
A : Yes. We have scrub tops, pants, jackets and lab coats in tall sizes. Use the word "tall" to search for products that are offered in tall sizes. Additionally on the product pages you can filter by size. We also have a wide selection of these products at your local Uniform City store use the Store Locator to find the store nearest to you. (Back to Top)
Q : Do you offer Tall, Petite, or Plus Sizes?
A : Yes. We have scrub tops, pants, jackets and lab coats in tall sizes. Use the word "petite" to search for products that are offered in petite sizes. Additionally on the product pages you can filter by size. We also have a wide selection of these products at your local Uniform City store use the Store Locator to find the store nearest to you. (Back to Top)
Q : Do you carry items for men?
A : Yes. We have scrub tops, pants, jackets and lab coats specifically designed for men. Use the word "men" to search for products that are offered for men. Additionally on the product pages you can filter by size. We also have a wide selection of these products at your local Uniform City store use the Store Locator to find the store nearest to you. (Back to Top)
Q : Does Uniform City have any sizing charts available?
A : Yes. Because sizes vary by manufacturer, we post the size chart on the product detail pages. Find an item you like and click the "Size Chart" tab. Information shared there is unique to that item. (Back to Top)
Q : Does Uniform City have any shoe conversion charts available?
A : Yes. Please use the size chart associated with the item for the conversion. (Back to Top)
Q : Does Uniform City offer embroidery?
A : Yes, Uniform City offers a full-service Embroidery Department including the creation of custom logos. All items online which have embroidery available will be noted on the item page. After selecting the embroidery option, you will be guided through the step by step process to specify the details of the embroidery you want. Embroidery services are provided at an additional charge. Most embroidered items are delivered within 7-14 business days and require 1-2 additional business days for order processing. (Back to Top)
Q : What is Uniform City's shoe warranty?
A : All shoes, except clearance items, have a 6-month warranty against manufacturer's defects. Shoes on clearance only have a 30 day warranty against defects. The warranty is from the original date of purchase. The manufacturer's warranty would cover anything unusual that happens to a shoe such as the sole cracks, the seam rips or the shoe becomes separated from the sole. Shoes that cause a blister, a corn or are uncomfortable are not defective. Uniform City reserves the right to refuse damaged footwear due to misuse, abuse, alteration or excessive wear. (Back to Top)
Q : What does the term "slip resistant" mean?
A : Slip resistant footwear does not guarantee the wearer will not slip. It means they will not slip under normal circumstances. (Back to Top)
Q : Is your site secure?
A : Yes. The security of the information regarding your order is extremely important to Uniform City. We use the 128-bit Secure Socket Layer protocol to protect the security of your online order information. SSL technology encrypts your order information to protect it from being decoded by anyone other than Uniform City. When you enter the checkout area, you are connected via our secure socket that encodes and transmits your personal information directly to our processing system. That information is available only to our internal billing and processing staff. (Back to Top)
Q : What is a cookie?
Q : Why doesn't my browser work properly with your site?
A : Your browser must be SSL (Secure Socket Layer) compliant to take advantage of our security features and you must also have your browser configured to accept cookies. (Back to Top)
Q : Why is my shopping cart empty after I placed an item in it, when I try to continue shopping on your site?
A : If you are experiencing this problem we suggest lowering your privacy settings by clicking on "Internet Option" in your "Tools" menu and clicking on the "Privacy" tab. In addition, we also suggest clearing your cookies and re-starting your computer. To clear your cookies, just click on "Internet Options" in you "Tools" menu and click "Delete Cookies". (Back to Top)
Q : Do you share email addresses, phone numbers or street addresses with other companies?
Loyalty Rewards Program
Q : What is your Loyalty Rewards Program? And how do I sign up?
A : The Uniform City Loyalty Rewards program recognizes and values you as a customer for shopping with us. You earn coupons for purchases made in stores. You can enroll at any Uniform City store. Use the store locator to find a store nearest you. (Back to Top)
Q : How does it work?
A : Receive a $10 Rewards coupon each time you accumulate $200 in in-store purchases - less any returns - that are registered to your member account. Coupons may be redeemed in stores only.
• 10% off selected merchandise - Save 10% off regular price hosiery and socks, every day.
• Members Only Events - Members will be invited to member-only special sales events twice per year.
• Sneak peeks at new merchandise - Members will be invited to sneak previews of new arrivals in stores and catalogs.
• Early Notification of specials - Members receive first notification of all internet specials via e-mail.
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Q : Are there special program rules?
A : There are general guidelines which must be met:
• Membership is open to individuals 18 years of age or older. (State laws may vary)
• Membership is non-transferable.
• Membership is not available in conjunction with commercial, wholesale, and other pricing arrangements as determined by Uniform City Management.
• Uniform City associates, employees, and representatives are not eligible to participate in this program.
• Reward coupons are non-transferable and expire on date shown.
• Coupons are good solely for discounts on future Uniform City purchases, have no monetary value, and are not redeemable for cash or gift certificates.
• Only original Rewards coupons are acceptable; no photocopies or duplicates will be accepted.
• Member acknowledges that no payment has been given for any Reward coupon, and that such coupons are granted by Uniform City purely as a promotional reward.
• Uniform City reserves the right to void all accumulated purchases associated with any member account if the member fails to use the membership account for a period of 12 consecutive months. Upon re-enrollment, a new member card and number will be issued, and activated on the enrollment date.
• Lost or stolen membership cards must be replaced by calling 1-866-652-6370, and requesting a replacement. Members will have to provide the member number and identification verification in order to receive a replacement card. Upon verification of identification, any purchases registered will be transferred to the new card.
And official rules: • By joining UC Rewards, member agrees to the program rules that are in force. Members agree to view current Member Benefits and Program Rules below or they can request a printed copy by calling 1-866-652-6370.
• Members who originally agreed, but later decide to opt out of e-mail or mailings from Uniform City must send a letter to:
Attn: UC Rewards Program Administrator
12969 Manchester Road
St. Louis, MO 63131
• Uniform City reserves the right to discontinue the UC Rewards Program or change the Member Benefits or Program Rules at any time without prior notice. The participation of any member in the program may be terminated by Uniform City at Uniform City's sole discretion, with or without prior notice.
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Q : How do I change my information if I'm already a Loyalty Rewards member?
A : To modify your information contact the Loyalty Rewards Coordinator via email or call 1-866-652-6370 . (Back to Top)