Frequently Asked Questions

How do I contact you?

Order Hotline: 1-877-512-9090 Monday-Friday 8 A.M. – 5 P.M. Eastern Time
Fax: 330-339-6775
Robert's Medical Uniforms
1135 Commercial Ave SE
New Philadelphia OH 44663

Where are your stores located and what hours are they open?

We have two store locations to help you with all of your uniform needs.

Robert's Medical Uniforms (Cincinnati)
7737A Cox Ln
West Chester OH 45069
Monday-Friday 10 A.M. – 8 P.M.
Saturday 10 A.M. – 6 P.M.
Sunday 12 P.M. – 5 P.M.

Robert's Medical Uniforms (Dover)
710 Boulevard St
Dover OH 44622
Monday-Friday 9 A.M. – 6 P.M.
Saturday 9 A.M. – 3 P.M.

Processing Time VS Delivery:

Processing time is the time from when you submit your order to when the product leaves Robert's Warehouse. Delivery time is from when the product leaves Robert's Warehouse to when it arrives at your door. See shipping times in the chart above.

What shipping methods are available?

Some products are special ordered from the manufacturer and are not able to be processed for immediate shipment. All in-stock, non-embroidered orders ship within 48 hours, excluding holidays and weekends. For in-stock items we offer the following shipping options:

  • Standard Delivery- arrives in 7-10 business days, delivered by U.S. Mail (USPS).

  • Premium Delivery- arrives in 3-5 business days, delivered by UPS

  • Next Day Air is available for all in-stock items if the order is placed by 12 P.M. EST Monday- Friday and will arrive the next day, excluding Holidays or Weekends.

We will review your order upon receipt. If an item is on back order, we will try to contact you as soon as possible

Can I ship to a PO Box?

All orders shipped to a PO Box will be sent U.S. Mail. Premium Deliver, and Next Day Air are shipped UPS and require a physical address. If you are worried about shipping to your residence we recommend that you have your order shipped to another address where someone will be available to sign for your shipment, such as your work address.

How do I return or exchange an item to Robert's?

You have a couple of options to make a return. We accept returns on any item in original condition with tags attached (washed, worn, altered, embroidered or screen printed items may not be returned unless there is a product defect).

1. At either one of our retail stores.

  • If you paid by cash or check, a refund check will be sent to you via U.S. Mail. All refunds made at a retail store location for more than $25 will be refunded as a check that will be sent to you via U.S. Mail.

2. You may ship it back to Robert's Medical Uniforms.

  • Each shipment will include a return shipping label with your order that may be used to return your item(s).

  • If you choose to use the return shipping label, $7.99 will be deducted from the amount of your return or exchange.

  • Simply remove all prior shipping stickers & put the return items back in the box that you received your order.

  • Be sure to include the Return & Exchange form found on the back of your invoice & seal the box.

  • Affix the return shipping label & give to a U.S. Mail carrier, drop in a mail box, or take to the U.S. Post Office.

  • Please allow 14 days for us to receive and process your return.

  • If you are making an exchange you will not be charged any additional shipping charges for the exchanged item(s). New items added at the time of exchange will incur additional shipping & processing.

I lost my return shipping label. How do I get another label?

If you have misplaced your shipping label or if there was not one included with your order, please contact customer service and they will email you a new shipping label. If you use the return shipping label provided, $7.99 will be deducted from the amount of your return or exchange.

How do I know what size to order?

Each item on our website shows the corresponding vendor size chart to help you determine the best size for you based on your measurements. These are general guidelines and vary from manufacturer to manufacturer. If you have additional questions, please feel free to contact our Customer Service Department at 1-877-512-9090. They will gladly assist you with determining the proper size for the garment you are interested in ordering.

Who do I contact for a question about my order? Or to check the status of my order?

If you have questions about your order please contact customer service at 1-877-512-9090 or email with your name, order number and any questions you may have. A customer service representative will contact you as soon as possible.

How do I cancel an order?

If you change your mind and would like to cancel a portion or your entire order please contact customer service at 1-877-512-9090 or send an email to Be sure to include your name, order number, address and other order information so we can assist you. If your order has not already shipped we would be glad to cancel your order immediately.

How do I get a refund?

Depending on the shipping method you use, it can take up to 14 days for us to receive and process your return. If you placed your order using a credit card, the credit will be posted to your credit card the day we process your return. If you paid using payroll deduction, we will credit your payroll when possible. In the event that payroll has already begun processing or you originally paid by cash or check, you will receive a refund check sent to you via U.S. Mail. All refunds made at a retail store location for more than $25 will be refunded as a check that will be sent to you via U.S. Mail.

What if I don't want to place an order online? How do I place my order?

We realize that not all customers are comfortable placing an order online. Feel free to contact our Order Hotline at 1-877-512-9090 and a customer service representative will be happy to assist with all of your order needs.

Is the pricing online different from the pricing I would pay at your store or at one of your uniform sales at our hospital?

We charge the same price regardless of where you make your purchase. We do, however, offer sales at our retail stores during different times of the year. We post sales on our Facebook page. "Like us" on Facebook to stay up-to-date on all current promotions.

Do I have to pay sales tax for online orders?

You will only be charged sales tax if we offer a mobile sale or have a retail store in the state in which you are located. 

What happens if an item I have ordered is on back order?

We make every effort to insure that every item on our site is available for immediate shipment. In the event that we are currently out of stock for the item you would like to order, we will ship the portion of your order that is available and then we will ship the back ordered item at a later date at no additional shipping cost. If multiple items are ordered you may receive more than one shipment. We may ship your items separately, direct from the manufacturer. Our Customer Service Department will notify you via email of any back ordered item(s) within 1 business day of receipt of your order. All back ordered items will be shipped standard shipping when they become available.

VISA/MasterCard Debit Card Warning

When placing an order, your debit card will be charged for all items immediately and funds will be removed from your account. Each time you click the submit payment button (even if you receive an error message where it appears the order did not go through) an authorization to your account is possible. This virtual hold is placed against account funds where that amount becomes unavailable to you. The time it takes for an authorization to release and drop-off is determined by your bank and can take from 3 days to 2 weeks. We do not have access to these funds or have the ability to release them.

I lost my invoice or Return/Exchange Form. How do I get another copy?

If you have misplaced your original invoice or Return/Exchange Form please contact customer service at 877-512-9090 and they will be happy to assist you.

Why do I keep getting a ZIP code verification error with my credit card?

The ZIP code verification will check that the ZIP code you enter with your credit card information is the ZIP code that your bank has on record for your credit card. This check is to help prevent fraudulent purchases online with your credit card. It is also possible that your bank is not online with our credit card processing system. In this case, it is not that your ZIP code is incorrect, it is that we are not getting a response from your bank, and our system requires a positive verification before allowing the order to go through. The first thing you should do is verify that the ZIP code is correct (Have you moved recently? Is the credit card statement sent to a different address?). If you are still having trouble please try a different credit card. If this doesn't work you can print out your shopping cart page and mail your order to us with a check to:

Robert's Medical Uniforms
1135 Commercial Ave SE
New Philadelphia OH 44663