Welcome to Rootsy, a Canadian online marketplace connecting shoppers with independent Canadian businesses. Whether you're looking for everyday essentials, thoughtful gifts, unique finds, or something special, Rootsy makes it easy to explore products from sellers across Canada.

Follow this guide to discover products, place an order, and understand what happens after checkout.

Step 1: Browse or Search for Products

1. Visit www.rootsy.ca.

2. Browse the available product categories to explore different items.

3. Alternatively, use the search bar to look for a specific product, brand, or keyword.

4. Select a product that interests you to view its details.

Tip: Explore different sellers and compare product descriptions, pricing, and available options before making a purchase.

Step 2: Review Product Information

Before adding a product to your cart, carefully review the information provided on its product page.

Pay attention to:

• Product description: Features, specifications, materials, dimensions, and other relevant details.

• Price: The listed product price in Canadian dollars (CAD).

• Product options: Available sizes, colours, variations, or personalization options, where offered.

• Availability: Whether the product is available for purchase.

• Seller information: Details about the independent business offering the product.

• Shipping information: Available delivery options, shipping restrictions, and estimated delivery information.

• Return eligibility: Any applicable return conditions, including products marked non-returnable or final sale.

Product information is provided by independent sellers, so reviewing these details helps ensure the item meets your expectations.

Step 3: Select Your Product Options

Some products offer different variations or customization options.

1. Choose your preferred size, colour, or other available variation.

2. If personalization is offered, enter the requested information carefully.

3. Review your selections before proceeding.

4. Select the quantity you wish to purchase.

Important: Personalized, custom-made, digital, or final-sale products may have specific cancellation or return restrictions. Review the product's terms before purchasing.

Step 4: Add Products to Your Cart

1. Once you've selected your product and any required options, click Add to Cart.

2. Continue browsing if you wish to purchase additional products.

3. When you're ready, open your shopping cart.

4. Review the items, quantities, product options, and prices.

5. Remove unwanted items or update quantities where the cart allows.

Shopping from multiple sellers?

Rootsy is a multi-seller marketplace. Products purchased from different sellers may be prepared and shipped separately, meaning they could arrive on different dates and have separate tracking details.

Step 5: Proceed to Checkout

When you're ready to complete your purchase:

1. Open your shopping cart.

2. Review your selected products and quantities.

3. Click Checkout or the equivalent checkout option.

4. Sign in or provide the requested customer information, as applicable.

5. Enter your shipping address and delivery details.

6. Review the available shipping options and associated charges.

Important: Ensure your delivery address is accurate, including apartment or unit numbers, postal code, and any relevant delivery instructions. Incorrect or incomplete information can cause delivery delays or additional charges.

Step 6: Review Your Order Total

Before submitting payment, carefully review your order summary.

Your checkout total may include:

• Product prices

• Applicable discounts or promotional offers

• Shipping and delivery charges

• Applicable Canadian sales taxes

Shipping charges depend on factors such as the seller's location, delivery destination, package size, weight, and available carrier services.

Please note: Shipping charges are generally paid by the buyer unless a specific offer or checkout promotion states otherwise.

The full applicable order total should be displayed before you confirm payment.

Step 7: Complete Your Payment

1. Select an available payment method displayed during checkout.

2. Enter or confirm the required payment information through the secure payment process.

3. Review the final amount.

4. Submit your payment to place the order.

5. Wait for the payment and order confirmation before attempting another transaction.

Rootsy uses third-party payment processing services, including Stripe, to facilitate secure transactions.

If your payment fails: Check the information entered and any message displayed at checkout. If you believe a payment was processed but no order was created, contact Rootsy Support before attempting repeated payments.

Step 8: Receive Your Order Confirmation

After your order has been successfully accepted and confirmed, you should receive an order confirmation through the available notification channels.

Order confirmation information may include:

• Your order reference number

• Purchased products and quantities

• Order total

• Shipping information

• Relevant order details

Keep your order number available in case you need assistance.

Please note: Placing an order does not guarantee final acceptance. Orders may be subject to payment approval, seller acceptance, inventory availability, and platform verification.

Step 9: Track Your Order

Once your order is being prepared and shipped, tracking information may become available.

To check your order:

1. Visit Rootsy and sign in to your buyer account, if applicable.

2. Navigate to your order history or order details.

3. Select the relevant order.

4. Review the available fulfilment, shipping, and tracking information.

Where tracking information is provided, you may also be able to follow the shipment through the relevant carrier.

Important: A shipping label being created does not necessarily mean the carrier has received the package. Tracking may take additional time to update.

Orders containing products from multiple sellers may have separate shipments and tracking numbers.

Step 10: Receive and Inspect Your Order

When your order arrives:

1. Check that you received the correct product and quantity.

2. Inspect the packaging for visible damage.

3. Confirm that any selected variations or personalization details are correct.

4. Retain your order information and relevant packaging until you've checked the item.

If your item is damaged, defective, incorrect, or materially different from its description, contact Rootsy Support promptly and provide relevant details or photographs.

Step 11: Request a Return or Refund, If Needed

Rootsy's standard return policy generally allows eligible buyers to request a return within 14 days of delivery, subject to the seller's disclosed return conditions, product eligibility, Rootsy policies, and applicable law.

Some products may have additional restrictions, particularly personalized, digital, hygiene-related, or final-sale items.

To request assistance:

1. Locate your order number.

2. Identify the product you need assistance with.

3. Explain the reason for the return or refund request.

4. Include photographs or supporting information where relevant.

5. Submit your request through the available Rootsy return process or contact Rootsy Customer Support.

Return requests are reviewed according to the applicable policies. Submission of a request does not automatically guarantee approval.

For additional information, refer to Rootsy's Refund & Dispute Resolution Policy.

Need Help?

If you have questions about shopping, checkout, payments, orders, shipping, or returns, the Rootsy Customer Support team is here to assist.

Visit: Rootsy Support Centre

Email: support@rootsy.ca

When contacting support about an existing order, please include your order number and a brief description of the issue.

Rootsy — Stronger Together, Locally Rooted.