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\nShift Pride provides support by email so that every answer is in writing and easy to find later. You might be reading this between patients, during a planning period, at a truck stop or after close, so we have tried to make contacting us as quick as possible. A few details in your first message let us solve most problems in one reply instead of three:
\nPlease never send card numbers, card security codes, bank one-time codes or passwords. We will never ask for them, by email or any other way.
\nMany questions are answered right away by one of our policy pages. This table points you to the right one, and every page also ends with a way to reach us.
\n| Topic | \nWhere to look | \nKey facts | \n
|---|---|---|
| Where is my order? | \nOrder Tracking | \nProduction 2–5 business days, then tracking by email | \n
| Shipping times and countries | \nShipping & Delivery | \nFree to US, CA, AU, NZ; transit 3–7 (US) or 6–12 business days | \n
| Change or cancel an order | \nCancel or Change an Order | \nWithin 24 hours, before production | \n
| Return or exchange an item | \nReturns & Exchanges | \n60 days from delivery, any reason | \n
| Refund timing | \nRefund Policy | \nIssued within 7 calendar days after approval | \n
| Sizing and fit | \nSize Guide | \nMeasure a shirt you own and compare | \n
| Payment questions | \nPayment Methods | \nOptions shown at checkout; prices in USD | \n
| General questions | \nFAQs and Help Center | \nAnswers grouped by topic | \n
| Crew and bulk orders | \nEmail us before ordering | \nMixed sizes in one order, free shipping | \n
| Privacy and your data | \nPrivacy Policy | \nSubject line “Privacy request” | \n
| Copyright or trademark concerns | \nDMCA and Intellectual Property | \nSubject “DMCA Notice” or “IP Report” | \n
Time matters here. Orders go to production within about 24 hours, so write as soon as you notice a mistake. Use the subject “Change order” or “Cancel order” with the number. We prioritise these messages in our queue.
\nCheck the tracking link first; international parcels often switch to the destination country’s postal service partway through. If tracking has not moved for 7 business days, write to us and we will open an investigation with the carrier. If it is not found within 5 business days, we reprint and reship or refund.
\nSend a photo within 60 days of delivery. You usually do not need to send anything back. We reprint the correct item free or refund it, as you prefer.
\nTell us the new size you need. You have 60 days from delivery to exchange. For change-of-mind exchanges you pay to send the original back and we pay to ship the new size to you.
\nWe are happy to help before you buy. Common pre-order questions include whether a design is available in a certain size or colour, how a unisex tee compares with a women’s cut, whether a crew order can arrive by a certain date, and whether we plan to add designs for a particular trade. Tell us your trade; if we do not cover it yet, your message helps us decide what to design next.
\nIf you are ordering for a group, email us with the number of items, the styles and sizes you expect, the delivery postcode or ZIP code, and the date you need them. We reply within 1 business day with an estimate based on current production and carrier times. We will tell you honestly if a date looks too tight. There is no minimum order and shipping stays free.
\nFor media questions, collaboration ideas or supplier introductions, email support@shiftpride.com with a short description in the subject line, such as “Partnership: nursing school fundraiser”. We read every message, but we may only reply to proposals we can take forward. We do not buy reviews, followers or advertising placements disguised as editorial content.
\nEvery message receives a personal reply within 1 business day. A message sent on Friday evening or over a weekend is answered by the end of the next business day. During peak periods we may reply with a first answer and follow up as soon as the carrier or production partner gets back to us, but you will never be left without a response.
\nOur replies come from an address ending in @shiftpride.com. If you have not heard back within 1 business day, please check your spam, junk or promotions folder and add support@shiftpride.com to your contacts. Workplace email systems, especially hospital, school and government networks, sometimes block external email; if you wrote from a work address, try a personal one.
\n“Subject: Order 1042, size exchange. Hi, the Night Shift Nurse tee in Medium is too small. Could I exchange it for a Large in the same colour? Thanks, Dana.” That message has the order number, the item, the problem and the solution, so we can approve the exchange and send the return instructions straight away.
\n“Subject: Order 1107, mug arrived cracked. The 15 oz teacher mug arrived with a crack near the handle; photo attached. I would like a replacement please.” With the photo attached, we can approve a free replacement the same day, and you will not need to send the broken mug back.
\n“Subject: Crew order for October 25. We need 18 hoodies, mixed sizes S to 3XL, delivered to Knoxville 37915 by October 25. Is that realistic?” With the quantity, location and date, we can give you a reliable estimate before you order.
\nWe serve customers in Canada, Australia and New Zealand as well as the United States, and we answer every message within 1 business day measured on US business days. Because of time zones, a message sent from Sydney or Auckland in the morning may be answered overnight your time. When you write about a delivery to Canada, Australia or New Zealand, please include your postcode, because it helps us read the destination post office’s tracking. Remember that our prices are in US dollars and any import charges are set by your country, not by us; our Shipping & Delivery page explains how that works.
\nWe genuinely want to hear what working people would like to wear. If a design made you laugh, if a phrase is not quite how people in your trade actually talk, or if your job is missing from our menu, tell us. Use the subject “Design idea” and describe your trade and the words people in it use every day. We cannot reply to every idea individually with a promise, but every message is read and helps decide what we make next.
\nTo keep support fast for customers, there are a few things we cannot do by email: we cannot accept payment details or take orders by phone or email in place of checkout; we cannot print logos, patches or insignia belonging to employers, agencies, schools, hospitals or unions; we cannot ship to countries outside the United States, Canada, Australia and New Zealand; and we cannot provide medical, legal or safety advice about workwear. We will always tell you plainly when a request falls into one of these areas, and suggest an alternative if there is one.
\nPhotos of a misprint or a damaged parcel are very helpful, but please crop out anything private before sending: workplace ID badges, patient or student information, other people’s faces, or addresses that are not yours. We only use what you send to solve your request, and we treat it as described in our Privacy Policy.
\nIf you have difficulty using any part of shiftpride.com, such as reading product details, choosing options or completing checkout with assistive technology, please email us and describe the problem. We will help you place your order by email and use your feedback to improve the site.
\nShift Pride is the store name of Shiftpride, 311 Florida Street, Knoxville, TN 37915, United States. This address is for correspondence. It is not a shop, showroom or returns centre; please do not send returns there unless our team gives you that address in writing for your specific return. We do not offer phone support at this time and we do not have social media accounts that handle orders.
\nThe Help Center collects every support topic in one place. The FAQs answer the most common questions in one or two paragraphs each. And the About Us page explains how Shift Pride works and what we promise on every order. If you prefer a form to an email, Submit a Ticket walks you through what to include.
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