Shipping Information
Return Policy
Order Cancellations
1. We are free shipping to all over the world. Please confirm your shipping address before pay for it, and have better to leave your phone number for contacting. Please provide a valid email address and check it again after you purchased for any updated information.
2. Items are generally shipped out within 24 hours after payment has been verified (Sat. & Sun. and most national holidays excluded.).
3. Free shipping to worldwide by UPS, DHL Express, EMS (7-10 shipping days).
4. Once we ship your package, we will send you tracking number once it available. we always have to order gift-wrapped. So you do not need to pay the customs tax. depending on the destination, holidays and factors beyond Postal Service's control. If there is a little delay, please have more patience.
Return policy
1. We are committed to your complete satisfaction. Before enjoying easy exchange & return policy, You must contact us with returning shipping address before sending the items back. All items sent back to us must be in their original condition i.e. not worn, altered or used, with all tags attached.
2. You may request a replacement for your purchase within 30 days of the order ship date for either of the following two reasons:
1) We sent the wrong item (It is hardly happened).
2) The item received is damaged in transit (Occasionally).
Once you have requested and received your Return Merchandise Authorization (RMA) number, we will send a replacement, along with a postage-paid mailing envelope for return of the wrong/damaged item. You also can require us to send it with your next order so that you can save the shipping fee.
1. For large bulk orders, we may ask that you return samples of the wrong/damaged item along with the remaining items. The details will be included with the RMA.
2. All ordered items are the right items you pick here. We promise you of the right order package. So if returning right items for a refund: all returned items are subject to a 15% restocking fee. Shipping and handling charges are non-refundable.
3. We do not cover the shipping cost of returns or exchanges of right order package, you will be responsible for the shipping and handling costs. Additionally, we recommend that you add tracking and insurance for your own protection.
4. All returned merchandise should be sent to the shipping address we email you after you get our feedback here!
Exchanges
1. We will accept exchanges for a different color within 30 days of the original order dispatch date. Please contact us with your Order ID or one of our team members will help you. If you would like to exchange items to a different style, you would have to return your items for a refund* (as per Return policy) and place a new order for the style you prefer.
2. You must contact us before sending the items back. All items sent back to us must be in their original condition i.e. not worn, altered or used, with all tags attached.
3. We do not cover the shipping cost of exchanges, you will be responsible for the return postage and for the shipping and handling cost of shipping the exchanged items back to you. We recommend that you add tracking and insurance when sending items to us for your own protection. Shipping and handling charges are non-refundable.
Refund
You may return your unopened, original condition items for a refund within 30 days of the order ship date. (If you discover that the item is wrong/damaged after the package is opened, we will send you a replacement; please see Replacement above). Refund will be of the item purchase price, excluding shipping & handling.
Friendly Notice: If you do not receive your 10-digit tracking number within 3 days after placing your order, your e-mail server may have seen it as spam. In this case, please contact us for assistance in orders' tracking.
At roots--canada.com, we guarantee the quality and workmanship of the products we sell and your complete satisfaction is our ultimate goal!
Our Guarantee
roots--canada.com guarantees your complete satisfaction with every product you purchase from us. If you're not completely delighted with your purchase, contact us within 10 days to arrange for the return of any unopen product, and we'll gladly provide you with a full refund, credit or exchange.
Damaged Shipments
Examine your shipment carefully as soon as it arrives. Please contact us within 10 days to report your receipt of any damaged items. We'll send a replacement right away and make arrangements for the return of the damaged items.
Defective Products
If a product purchased from roots--canada.com proves to be defective, we'll replace the merchandise.
