FAQs

Product & Personalization

Are your products only for nurses?

Not at all! While many of our designs are made with nurses in mind, we also offer options for a variety of healthcare roles — including CNAs, phlebotomists, medical assistants, respiratory therapists, and more.

When customizing your product, you can select a job title from our list or type in your own. We’re continually expanding our options because we truly value every title in healthcare. 💚

(*For step-by-step instructions with images, please visit our How To Custom Job Title page.)

Can I add a custom job title to my order? I can’t find my job title on the personalized list — what should I do?

Yes, absolutely! At TheNursera, we’re proud to offer personalization options so you can represent your exact role.

Most of our products allow you to enter a custom job title when personalizing your order. If you don’t see your title listed, here’s what to do:

✅ While choosing your personalized options, simply select the option that says “Type Your Job Title / CUSTOM YOUR JOB TITLE” from the dropdown menu, and you’ll be able to enter any job title you prefer.

We welcome all specialties, so feel free to add your unique role or credentials — whether it's Nurse Practitioner, Care Coordinator, Respiratory Therapist, or any other title that represents you.

(*For step-by-step instructions with images, please visit our How To Custom Job Title Page.)

We’re also actively expanding our job title list to include more roles and honor the incredible diversity of healthcare professionals.

If the product you're interested in doesn’t show this option, please don’t hesitate to email us at support@thenursera.com — we’ll be more than happy to assist you with a custom request!

Thank you for helping us celebrate every title that makes a difference 💚

Do you offer icons for male nurses — including Black or older ones?

Thank you so much for reaching out, and for your interest in our products!

We truly appreciate your desire to find a design that reflects your identity as a male nurse — and the good news is: Yes, we do! 🎉

We offer personalized options that represent male nurses with a variety of skin tones and age appearances, so you can choose a design that feels most authentic to you.

Here’s how to personalize:

  1. Choose your favorite design
  2. On the product page, select the icon that best represents you

🔗 Explore our collections for male nurse icons:

Do you offer custom options for non-healthcare roles, like teachers and others…?

At this time, our shop mainly focuses on healthcare professionals, so we don’t currently offer customized designs specifically for non-healthcare roles.

However, we truly appreciate your interest! If we ever expand into teacher or other job title designs in the future, we’d love to let you know first. 😊

Thank you again for your kind message and your support — it means the world to us!

Can I customize my product without any names?

We’re happy to let you know that you can customize all our items without adding names if you’d like.

All you need to do is type a space in the name field when placing your order — it’s that simple!

If you have any questions, feel free to reach out to us at support@thenursera.com. We’re here to help!

Where can I find the size chart ?

You can access the size chart in two ways:

A. Store Page: The size chart is available at the bottom of our store page. We recommend using it to compare with your own measurements to ensure the best fit.
*Please note: The size chart is intended for reference only. Due to manual measurement and production processes, a variance of up to 1 inch may occur.

B. Product Page: A size guide will also appear when you select a size on the product page.

Are your products true to size?

Our products follow the size chart closely, with a tolerance of up to 1 inch. Please check the length, width and height measurements in our size chart to ensure the fit is right for you

How can I suggest a new idea or option?

We’re always striving to improve and offer you the best products possible. If you have any ideas or suggestions on how we can do better, we’d love to hear from you!

To share your idea or option request, please send us an email at support@thenursera.com. Feel free to include any images that can help illustrate your idea. Your feedback means a lot to us, and we want to know what you’d love to see at TheNursera!

Product Care Guide

Can I use alcohol to clean my bag?

Here’s a helpful tip to keep your leather items looking their best — whether it’s your leather tote, backpack, or wallet, alcohol is not recommended. ❌

Why not alcohol?

  • It can strip the protective coating from the leather
  • It causes dryness, cracking, and sometimes peeling
  • Long-term use may lead to surface damage or fading

We’ve seen beautiful bags get damaged from this, and it truly breaks our hearts 😢💔

What should you use instead?
 ✅ A soft, slightly damp cloth for light cleaning
✅ Allow the bag to air dry naturally — no blow dryers, no harsh cleaners

These simple steps help extend your bag’s life so it stays stylish through every shift, commute, and coffee run.

You care for others — let us help you care for the things that carry your world 💼💕

Discount & Ordering process

How can I place an order?

Welcome to TheNursera!

For non-personalized products, simply add the item to your cart and proceed to checkout.

For personalized products, please complete all required fields before moving forward (name, job title, skin tone, hair style....). Don’t forget to click the Preview Your Personalization button to double-check for any typos or incorrect selections.

Make sure to provide all essential information, including your name, email, shipping address, and billing address. Once everything is filled out correctly, you can proceed to payment and complete your order.

If you need any help along the way, feel free to reach out!

I placed an order but didn’t receive an email confirmation. What should I do?

No worries — here’s what to check:

✅Check the email inbox you used at checkout.
Make sure it’s the correct email and check these folders:

  • Inbox
  • Spam or Junk folder
  • Promotions tab (especially for Gmail users)

📩 Normally, you’ll receive two confirmation emails shortly after placing your order. One confirms your purchase, and the other includes order details and tracking info (once it’s available).

🚫 Still no email?

Please reach out to us at support@thenursera.com with:

  • Your name
  • The email address used during checkout
  • Approximate order date

We’ll be happy to look it up and resend your confirmation.

Do you offer promotions?

Yes, we do! Here are the promotions currently available:

  • Free Shipping: Enjoy free shipping on all orders over $120.
  • First-Time Customer Discount: New to our store? Get 10% off your first order! Just subscribe to our email list, and we’ll send you a welcome email with your coupon code inside.

To unlock more exclusive deals, stay subscribed to our emails. We often send surprise discounts and run special promotions during holidays and events, so keep an eye on your inbox!

Where can I find my 10% discount code?

After subscribing to our email list, you should receive a welcome email with the subject line: “Welcome Aboard! Enjoy your 10% OFF Today💚”

Here’s how to find it:

  • Check the inbox of the email address you used to subscribe or place your order.
  • Try searching for our email address: support@thenursera.com
  • Open the email with the subject above — your 10% coupon code is inside, along with a direct button to our store for easy shopping.

Don’t see it?🤔
Please check your Spam or Promotions folder just in case it was filtered.

👉 Still can’t find it?
Just let us know and we’ll happily resend it for you!🤗

What can I do if I forgot to apply my discount code?

If you forgot to apply a discount code during checkout, no worries! Just reach out to our Support team by emailing support@thenursera.com with your order details. Please include the type of discount code you intended to use clearly in your message so we can assist you quickly. Our team will get back to you as soon as possible!

Is it possible to use more than one discount code on a single order?

Discount codes cannot be combined. If you’ve already applied the 10% first-order discount, you won’t be able to use another coupon on the same order. Only one discount code can be used per order.

Why wasn’t my discount code applied?

Some discount codes expire after a limited time, so please check that your code is still valid when placing your order. If the code is valid but still doesn’t work, please contact our Support team at support@thenursera.com. Include the discount code and, if possible, a screenshot to help us investigate the issue. Our team will get back to you promptly!

Payments

What payment methods do we currently support?

We accept the following payment methods:

  • Express Checkout: We support Shop Pay, PayPal and Google Pay
  • Credit Cards: We accept Visa, Mastercard, American Express, Discover, Diners Club International, Elo, JCB, UnionPay.
  • Debit Cards: We accept Visa, Mastercard, American Express, Discover, Diners Club International, Elo, JCB, and UnionPay. If you're using a prepaid debit card, please make sure to register the card before using it for online purchases. You can usually do this by following the instructions provided with the card or by contacting the card issuer's customer support.

If you have any trouble or questions, feel free to reach out to us at support@thenursera.com— we're always happy to help!

Why was my card declined, and what can I do about it?

You can try the following troubleshooting steps:

  • Use a different browser
  • Switch to Incognito/Private mode
  • Try another device 

If the issue persists, Please reach out to us via our Contact Page. Our support team is here to help!It’s also helpful if you can attach a screenshot of the issue when contacting us. This will allow us to assist you more effectively.

Will my credit or debit card be charged right after I place an order?

Your payment is processed right away. It may first appear as a pending authorization, and once approved, it will show as a finalized charge on your bank statement.

I was charged for my order but haven’t received any confirmation email. What should I do?

If you’ve checked your inbox, Spam, and Promotions folders and still can’t find a confirmation email, we recommend you check your payment method.

If your bank shows a Pending Charge, here’s what it means:

💳 Pending doesn’t mean paid.
When you try to place an order, your bank may place a temporary hold on the funds to confirm availability. However, if the payment wasn’t completed due to a system error, connection issue, or failed authorization, the funds are not released to us.

🕒 Most banks will automatically reverse this hold within 3–7 business days, depending on their policies.

What to do next:

  • Contact your bank or card issuer for clarification on the transaction
  • If the payment didn’t go through, feel free to try placing your order again

We hope this helps make your purchasing experience easier and more confident! 😊

Delivery & Shipping

How can I track my order?

You can track your order anytime by visiting our tracking page: 👉 Track Your Order

Once there, you’ll see a "Track Your Order" page.

You have two ways to track your order:

A. Using your Order Number & EmailJust enter your Order Number and Email, then click “Track”.

B. Using your Tracking NumberIf you have your tracking number (or forgot your order number), simply enter the tracking number and click “Track”.

(*For step-by-step instructions with images, please visit our Tracking Instructions page.)

Both methods will show you your order’s latest status.We hope this helps make your shopping experience smoother!

When will I receive my bag? / When can I expect my order?

Thank you so much for your interest in our product! We completely understand how excited you are to receive your order, and we’re here to keep you informed every step of the way.

Here’s our standard timeline:

  • Processing time: 5–10 business days
  • Shipping time (U.S. orders): 10–15 business days
  • Shipping time (Worldwide): 15–20 business days

So, in total, you can expect your bag to arrive within:

→ 15–25 business days for U.S. orders
 → 20–30 business days for international orders

⏱ Note: The timeline starts from the day you place your order. If you requested any customization or changes, the countdown begins after you confirm the updated design.

Since each bag is made to order just for you, the production may take a bit more time—but we promise it’s worth the wait!

📦 For other items or general shipping info, you can check our full [Shipping Policy] page. 

Once your order ships, we’ll send your tracking number as soon as it becomes available from the carrier.

My tracking says “Returned to Sender.” What should I do?

If your tracking shows that your package has been returned to the sender, there are usually two possible situations:

✅ A. Returned Early During Transit

If your order was just shipped recently and now shows “Returned to Sender,” please don’t worry.

This may be due to logistics issues, such as weight calculations or customs documentation.

What to do:

  • Simply email us at support@thenursera.com and let us know.
  • We’ll take care of it and reship your package at no extra cost.

In many cases, we monitor this ourselves and start a reshipment automatically — but you’re always welcome to contact us directly.

⚠️ B. Returned After Reaching Local Delivery

If your tracking shows it was out for delivery or reached your local post office, then later marked as “Returned to Sender”, this usually means:

  • The delivery address was incorrect or incomplete
  • The carrier was unable to deliver the package
  • Or there were unexpected delivery issues, such as being unable to contact the recipient

What to do:

  • Contact us at support@thenursera.com right away
  • We’ll contact the shipping carrier to investigate. Please note this may take 7–14 business days

We kindly ask all customers to double-check their shipping address at checkout, as this is the most common reason for final-stage returns.

We’re truly sorry for any inconvenience and we’ll do our best to resolve this quickly for you. If you have any other questions or need further help, please don’t hesitate to reach out — we’re always happy to assist!

My order has been stuck in one place for several days — what should I do?

If your package status hasn’t changed or seems stuck at one location for several days

There are a few common reasons why tracking information may not be updated:

  • Holiday rush
  • Carrier delays
  • Weather conditions
  • Packages not scanned at intermediary stops

Sometimes it might look like nothing is happening, but it’s often just the carrier running behind schedule. This can happen occasionally, and we sincerely appreciate your patience and understanding.

If there are no updates for more than 2 weeks, please contact us at support@thenursera.com. Include your order number and a brief description of what you’re seeing, and we’ll investigate the issue and get back to you promptly.

Thank you for reaching out — we’re always here to help!

I can’t find my tracking number. Where can I check it?

No worries! Here’s what you need to know:

📦 Tracking numbers are usually sent within 7–10 days after your order is placed. If your order is still in the processing phase (typically takes 5–10 business days), a tracking number may not be available yet.

📧 Once it’s ready, your tracking number will be sent to the email address you used at checkout.

To locate it:

  • Search your inbox for support@thenursera.com
  • Don’t forget to check your Spam or Promotions folder

🔍 When you have your tracking number, you can use it to check delivery status by visiting our Order Tracking Page.

Need more help? Check our FAQ titled “How can I track my order?”

What should I do if my package shows “Delivered” but I didn’t receive it?

We’re so sorry to hear you haven’t received your order, even though the tracking shows it was delivered. We completely understand your concern and are here to help!

Here’s what you can do first:

✅ Check around your delivery area (porch, back door, mailbox, garage, or with neighbors)
✅ Ask your local postal office or front desk (if you live in an apartment complex)
✅ Wait 24 hours — sometimes packages are marked as delivered a little early

If you’ve done all the above and still can’t find your package:
📧 Please contact us at support@thenursera.com with the following info:

  • Your order number
  • Your Tracking Number & Shipping Address
  • A quick explanation of the situation

We’ll contact the shipping carrier and begin an investigation on your behalf. This process may take a little time, so we truly appreciate your patience.

If your package is officially confirmed as lost or undelivered, we’ll work with you to resolve the issue promptly.

Thank you for your patience and understanding — we’re always here to support you! 💚

How can I get free shipping?

We offer free shipping for orders over $120. The current free-shipping threshold is always displayed on the top bar of our website, so feel free to check it from time to time.

When will I receive my tracking number?

Your tracking number will be sent to you via email as soon as your order is ready to ship. If you don’t see any tracking updates within 7 to 10 days of placing your order, please contact us at support@thenursera.com so we can look into it for you.

Can I request a specific carrier/shipping provider?

We work with multiple carriers, and the choice depends on your location as well as our vendor’s preferences. Unfortunately, customers cannot select a specific carrier.

Do you provide expedited shipping?

Currently, we only offer standard shipping in line with our shipping policy. You can find more information here: Shipping Policy.

We do have an option that can reduce the shipping time to about 4–7 days. However, this express shipping method is quite expensive, which is why it’s no longer listed on our website. If you’re interested, we’d be happy to check the exact rate for your address and help you upgrade if it works for you.

Please contact us at support@thenursera.com — we’ll do our best to assist you.

 I haven’t received all of my items. Is there a problem?

Different products may be fulfilled at different times and from different locations, so split shipments are common. You’ll receive separate tracking numbers for each package.

If tracking shows all items as delivered but something is missing, please contact us at support@thenursera.com so we can investigate.

Can I combine multiple orders into one shipment to reduce shipping costs?

  • Case 1: If all items are in one order, shipping fees are based on the total weight.
  • Case 2: If you placed multiple separate orders, shipping fees cannot be combined, as each order is processed individually.

I moved before my order shipped. Can I request forwarding?

Unfortunately, our standard shipping does not support forwarding requests. You may arrange to have the package held at your local post office for pickup, but please note this is between you and the post office. If the package is lost, we cannot be held responsible or reprint the order.

Can I request a signature on delivery?

Signature on delivery is typically available for high-value shipments and comes with extra fees. Since we use standard shipping, this service is not included.

Why was my order left at a collection point?

If the delivery agent cannot find a safe place to leave your package, or if it was missed during morning collection, they may leave an absentee note with instructions on where to collect it. You can also check your tracking link for details.

Can you include a gift card inside the package?

We’d love to, but unfortunately, we cannot include personalized messages or gift cards in packages at this time. All orders are produced and packed in fast-moving production lines.

The tracking site says “Delivered to Parcel Locker.” What does that mean?

A parcel locker is used for packages too large for your regular mailbox compartment. A key will be placed in your mailbox with a tag indicating which locker contains your package. Insert the key into the correct locker to retrieve your package. The key will stay in the locker after use.

This information is from USPS guidelines. If you did not receive a key, please contact your local Post Office promptly, as delays may result in the package being returned or disposed of.

Learn more from USPS here.

Why hasn’t my order arrived within the expected timeframe?

Most of our packages arrive on time, but occasional delays can happen due to:

  • Processing time: All items are made-to-order, which can take longer during peak seasons.
  • High demand: Holidays, promotions, or high order volumes may slow down fulfillment and shipping.
  • Weather or traffic: Bad weather or busy delivery seasons can cause delays.
  • Wrong/incomplete address: Missing or incorrect details may delay or return the package.
  • Improper packaging: Damaged items may be held by the courier for safety checks.
  • Customs clearance/import taxes: International orders may be delayed if documents or taxes are unpaid.
  • Lost package: If tracking hasn’t updated in 10+ days, the package may be lost and eligible for replacement/refund.

What to Do If Your Order Is Delayed

  • Track Your Order: Use your tracking number to see the latest updates and check for possible delays.
  • Contact Us: Our support team can investigate, provide updates, and help find a solution.
  • Reach Out to the Carrier: If the issue is on the carrier’s side, they may offer additional details or assistance.

While we can’t control the entire shipping process, we’re always ready to support you and work toward resolving any delivery issues as quickly as possible.

What are the reasons for undeliverable packages?

Undeliverable packages can be a headache for both customers and businesses. Knowing why they happen helps improve delivery processes, avoid delays, and keep customers happy. Here are some of the most common reasons a package might not make it to its destination — and how to prevent them.

  • Incorrect or incomplete address (typos, missing apartment number, outdated address)
  • Recipient unavailable to receive the delivery
  • Failed delivery attempts due to locked gates or unclear instructions
  • Customs delays for international shipments
  • Package damage or loss in transit
  • Severe weather or natural disasters disrupting delivery routes
  • Recipient refusal (often with unexpected gifts)

📌 If your order hasn’t been delivered to the correct address or you haven’t heard any updates within four weeks of the estimated delivery date, please reach out to us via CONTACT US so we can investigate and help you get your order.

Problem with order

I can’t find my order — what should I do?

Thank you for reaching out!

If you’re having trouble locating your order, please email us at support@thenursera.com and provide the following details so we can assist you quickly:

  • Your Order Number (if available)
  • The name used when placing the order or the recipient’s name
  • The email and phone number used at checkout
  • The date you placed the order
  • A brief note letting us know you’re trying to locate your order

Once we receive this information, we’ll look into it and get back to you with an update.

If you need help with anything else in the meantime, don’t hesitate to reach out — we’re always here to help!

I tried adding an item to my cart, but it won’t show up. What should I do?

If you’re having trouble adding an item to your cart — for example, you click “Add to Cart” but your cart stays empty — don’t worry!

Please contact us at support@thenursera.com and include:

  • The product name or link
  • A brief description of the issue 

We’ll check what’s going on and help you place your order smoothly.

Sometimes it’s just a small technical glitch — and we’re here to fix it quickly for you! 😊

My order came with the wrong personalization (wrong name or job title). What should I do?

We’re so sorry for the mix-up!

If you received a product with incorrect personalization — such as the wrong name, job title, or design — please reach out to us at support@thenursera.com.

Include the following in your message:

  • Your Order Number

  • A photo of the incorrect item

  • A brief description of the issue

Once we confirm the error was on our end, we’ll gladly offer you a replacement at no extra cost.

My order arrived damaged, or I received the wrong item/color. What should I do?

We’re so sorry this happened — we understand how frustrating it can be.

If your order arrived damaged, has printing issues, or you received the wrong item or color, we’ve got you covered!

Please contact us within 7 days of receiving your order by emailing support@thenursera.com with:

  • Your Order Number

  • Clear photos or a video showing the issue

  • A brief description of the problem

Once confirmed, we’ll gladly send you a replacement at no extra cost — and you won’t need to return the original item

When will I receive my replacement?

Once our team confirms your replacement, it will go through the same production timeline as the original item. If it’s been a while and you haven’t received your replacement yet, please don’t hesitate to contact us at support@thenursera.com so we can check the status for you.

Modify/Cancel order

Can I modify my order?

Yes! We’re committed to making your order exactly the way you want it. If you need to make any changes, we’re happy to help — just follow these simple steps:

Step 1: Place your order for the item you want.

Step 2: Right after placing your order, email us at support@thenursera.com with your order number and the changes you'd like to make.

Step 3: We’ll update your design based on your request and send you a preview for approval before we begin production.

We hope this process makes your shopping experience smooth and stress-free!

Important Note: Modifications can only be made within 12 hours of placing your order. After that, your item enters the production phase and no further changes can be made.

So if you’d like to update something, please contact us as soon as possible — we’ll do our best to make sure everything is just right!

Thank you so much for your understanding and support! 💚

How can I change my shipping address?

If the shipping address on your order is incorrect, please contact our support team as soon as possible so we can update it with our fulfillment team.

To request a change, please email us at support@thenursera.com with the subject line "Modify my shipping details."

Make sure to reach out within 12 hours of placing your order. If the request comes after 12 hours, we will need to check with our fulfillment team to see if the change is still possible. If not, we hope you understand.

We’re here to help and will do our best to assist you!

Can I cancel my order?

Yes! If you’d like to cancel, please email us at support@thenursera.com with your order number and reason for cancellation.

⏰ Cancellations are only possible within 12 hours of placing your order. After that, production begins and we’re unable to cancel or make changes.

Thank you for your understanding! 💚

Refund and Replacement

Can I return my order?

Since our items are personalized, we’re unable to accept general returns or exchanges. However, if your item arrives damaged, defective, has a printing error, or if you received the wrong item, please contact us within 7 days of receiving your order by emailing support@thenursera.com and include the following:

For more details, please check our Refund & Return Policy.

How long does it take to get a refund?

All refunds will be credited to your original form of payment.

Once we issue your refund, it may take additional time for your financial institution to make the funds available in your account. Please allow 5–10 business days for the money to appear, as processing times may vary depending on your bank.

What should I do in case of late or missing refunds?

Once we have completed the refund, the amount should be reflected in your account within 5–10 business days, depending on your bank’s process.

If the credit does not appear after this period, please contact your card-issuing bank for further assistance, as the transaction may be held for various reasons.

Do I need to pay shipping costs for a replacement item?

If you receive a broken, damaged, printing error or incorrect item, we will resend you a new item at no extra cost.

In some cases, a replacement may require an additional fee (including shipping or price difference), such as:

  • Deliveries to remote locations (e.g., island addresses)
  • Requests to change to a different item

I received someone else’s order, not mine. What should I do?

If the item you received is not what you ordered, please contact us via support@thenursera.com and we will resend the correct order at no extra charge.

Note: To process your replacement, please provide:

  • Your order number
  • Photos of the item you received
  • A picture of the package (before opening) showing the shipping label

We will verify the details and process your request as soon as possible.

How can I track my replacement item?

Once your replacement order is processed, your item will be shipped and a new tracking number will be added to your original order. This will be sent to your email. Please check both your inbox and spam/junk folders.

For further assistance, please contact us at support@thenursera.com and we will be happy to help.

Subscription

How can I subscribe to your newsletter?

When you visit TheNursera for the first time, a pop-up window will appear inviting you to sign up for an exclusive discount. Simply enter your full name and email address to receive updates on our latest collections, special offers, and promotions.

How can I unsubscribe from your newsletter?

If you no longer wish to receive our updates, click the Unsubscribe link at the bottom of any email from us. You’ll be directed to a page asking you to confirm—just click Unsubscribe again to complete the process.

We always value your feedback, so if you think we could improve the way we send our promotional emails, we’d love to hear from you!