How to Track Your Order on Rootsy

Once you've placed an order on Rootsy, you may be able to follow its shipping progress using tracking information provided by the seller, carrier, or Rootsy.

This guide explains where to look for tracking details, what common delivery statuses mean, and what to do if your package is delayed or missing.

Step 1: Sign In to Your Rootsy Account

1. Visit www.rootsy.ca.

2. Click the account icon in the top-right corner.

3. Sign in using your registered email address or mobile number and password.

4. Open your account's order information, where available.

5. Select the order you want to review.

Your order information may include the order status, shipping details, or available tracking information.

Step 2: Find Your Tracking Information

When tracking information is available, Rootsy may provide it through:

• Your Rootsy buyer account.

• Email notifications.

• SMS notifications, where supported.

• Other approved shipping communications.

Tracking information may include a carrier name, tracking number, tracking link, or shipment status.

Please note: Tracking details may not appear immediately after placing an order. The seller must prepare the shipment, and the carrier may need to collect and scan the package before tracking updates become available.

Step 3: Check Your Shipment Status

Shipping carriers may use different status descriptions. Common examples include:

Order Processing

Your order is being prepared for fulfilment. It may not have been handed over to the carrier yet.

Shipped

The seller has dispatched the shipment or the package has entered the shipping process.

In Transit

The carrier is transporting your package through its delivery network.

Out for Delivery

The carrier expects to attempt delivery.

Delivered

The carrier's tracking system indicates that delivery has been completed.

These are general carrier status descriptions. The exact wording and availability may vary.

Step 4: Track Orders From Multiple Sellers

Rootsy is a marketplace featuring independent Canadian sellers.

If you purchase products from more than one seller:

• Your products may arrive in separate packages.

• Different sellers may prepare and ship items at different times.

• Each shipment may have its own tracking number.

• Delivery estimates may differ between shipments.

Receiving one package does not necessarily mean your entire order has been delivered.

Step 5: What to Do if Tracking Isn't Updating

Carrier tracking information is not always updated in real time.

If the status hasn't changed:

1. Review the latest available tracking information.

2. Check the carrier's website using your tracking number, if provided.

3. Allow time for the carrier to process or scan the package.

4. Check whether the estimated delivery period has passed.

5. Contact Rootsy Customer Support if the tracking remains inactive or the shipment appears significantly delayed.

Delivery estimates are not guaranteed and may be affected by weather, carrier operations, holidays, seller processing, or other circumstances.

Step 6: What if My Order Says Delivered but I Haven't Received It?

If the tracking status shows Delivered, but your package is missing:

1. Verify that the delivery address on your order is correct.

2. Check your mailbox, parcel locker, building reception, or other designated delivery area.

3. Review any delivery photographs or instructions provided by the carrier.

4. Check whether someone at your address accepted the delivery.

5. Contact Rootsy Customer Support if you're unable to locate the package.

Rootsy may review carrier tracking records, delivery confirmation, shipping details, and other available evidence to investigate.

A refund or replacement is not automatically guaranteed and depends on the investigation and applicable policies.

Step 7: Report a Lost or Damaged Shipment

If your order appears lost or arrives damaged, contact Rootsy Customer Support as soon as possible.

Provide:

• Your Rootsy order number.

• The product name.

• Your tracking number, if available.

• A description of the problem.

• Photographs of the product and packaging, if damaged.

• Any relevant carrier notifications.

Rootsy may coordinate with the seller, shipping provider, or carrier to investigate and determine an appropriate resolution.

Frequently Asked Questions

When will I receive my tracking number?

Tracking becomes available when shipment information is created and shared through the applicable shipping process. Timing can vary by seller and carrier.

Can I track my order without a tracking number?

You may be able to review available shipping information through your Rootsy account or order-related communications. If tracking details aren't available, contact Rootsy Customer Support.

Why did only part of my order arrive?

Items purchased from different sellers may ship separately. Check for additional shipments and tracking information.

Can I change my delivery address after placing an order?

Contact Rootsy Support as soon as possible. Address changes may not be possible after shipment preparation or carrier handoff, and any permitted changes may involve additional charges.

What happens if delivery is unsuccessful?

Carriers may attempt redelivery, provide pickup instructions, or return the shipment depending on their policies. Additional costs may apply when delivery fails because of incorrect or incomplete buyer-provided information.

What if my delivery is delayed?

Review your latest tracking update and contact Rootsy Support if the delay is significant. Delivery dates are estimates rather than guarantees.

Need Help Tracking Your Order?

If you're unable to find your tracking details or have concerns about your shipment, Rootsy Customer Support is here to assist.

Support Centre: https://support.rootsy.ca/support/home

Email: support@rootsy.ca

Include your order number and tracking information, if available, so we can investigate.

Rootsy — Stronger Together, Locally Rooted.