Need to cancel an order you recently placed on Rootsy? We understand that plans can change.
Rootsy allows buyers to request order cancellations before shipment, subject to the order's processing status, seller fulfilment activities, product type, and applicable policies.
This guide explains when cancellation may be possible, how to request it, and what happens to your payment.
Step 1: Check Your Order Status
Before requesting cancellation, check whether your order has already been processed or shipped.
Visit www.rootsy.ca.
Sign in to your buyer account.
Review your available order information.
Identify the order you wish to cancel.
Check its current status and any available shipping information.
Important: Cancellation is generally only available before shipment. If a shipping label has already been generated or the order has shipped, cancellation is generally unavailable.
Step 2: Submit a Cancellation Request
If your order has not shipped, contact Rootsy Customer Support as soon as possible to request cancellation.
Support Centre: https://support.rootsy.ca/support/home
Email: support@rootsy.ca
Include the following information:
Your Rootsy order number.
The email address associated with your purchase.
The product or products you wish to cancel.
Your reason for requesting cancellation.
Whether you want to cancel the entire order or only specific items.
Submitting your request promptly may improve the chances of cancellation before fulfilment progresses.
Step 3: Wait for Cancellation Review
Once your request has been submitted, Rootsy may coordinate with the seller to determine whether cancellation is still possible.
Cancellation approval depends on factors such as:
Whether the seller has started preparing the order.
Whether a shipping label has been generated.
Whether the order has already shipped.
Whether the product is personalized or made to order.
The seller's fulfilment status.
Applicable Rootsy policies.
Please note: Submitting a cancellation request does not automatically cancel an order. Wait for confirmation before assuming that your purchase has been cancelled.
Step 4: Understand Refunds for Approved Cancellations
If your cancellation request is approved before fulfilment, any applicable refund will be processed according to Rootsy's Refund & Dispute Resolution Policy.
Refunds are generally returned to the original payment method.
Processing times may vary depending on the cancellation circumstances and the payment provider.
Your financial institution may require additional time to display the refund in your account.
Step 5: What if Your Order Has Already Shipped?
Once an order has shipped or a shipping label has been generated, cancellation is generally unavailable.
If you no longer want the product, you may need to request a return after delivery, provided the product is eligible.
Under Rootsy's standard return policy, return requests are generally submitted within 14 days from delivery, unless different terms apply.
Return eligibility depends on the seller's policy, product condition, product category, reason for return, and applicable consumer protection laws.
Please see our How to Request a Return or Refund on Rootsy guide for additional information.
Step 6: What if the Seller Cancels Your Order?
Occasionally, a seller may be unable to fulfil an order because of:
An item being unavailable or out of stock.
Incorrect inventory information.
A fulfilment problem.
An inability to ship the item.
Other seller-related circumstances.
If a seller cannot fulfil an order and the order or affected item is cancelled before delivery, the buyer will generally receive a full refund for the cancelled item or order, including applicable taxes and shipping amounts charged for that item.
Buyers are not responsible for seller-caused cancellation penalties or return shipping charges arising from the seller's inability to fulfil an order before delivery.
Frequently Asked Questions
Can I cancel an order immediately after placing it?
You may request cancellation before shipment. However, approval depends on the order's processing status and applicable policies.
Contact Rootsy Support as soon as possible.
Can I cancel an order that has already shipped?
Generally, no. Once an order has shipped or a shipping label has been generated, cancellation is usually unavailable.
You may be able to request a return after delivery if the item is eligible.
Can I cancel only one product from my order?
Rootsy may allow partial cancellation where circumstances permit.
If your order contains items from multiple sellers, unaffected products may continue through fulfilment.
Shipping charges, taxes, discounts, and refunds may be adjusted accordingly.
Will I receive a refund if the seller cancels my order?
If a seller cancels an item because they cannot fulfil it before delivery, you will generally receive a refund for the affected item, including applicable taxes and shipping charges associated with that item.
How long does a cancellation refund take?
Approved cancellation refunds are processed according to Rootsy's Refund & Dispute Resolution Policy and the payment provider's processing timelines.
The time required for funds to appear in your account may vary by payment method and financial institution.
Can I cancel a personalized or custom-made product?
Cancellation may be restricted once the seller begins processing or preparing a personalized or custom-made item.
Contact Rootsy Support promptly to determine whether cancellation is still possible.
Can I cancel an order directly from my Rootsy account?
Available account features may vary. If you cannot find an order cancellation option, contact Rootsy Customer Support to submit your request.
Need Assistance?
If you need to cancel an order, check its status, or ask about a cancellation refund, Rootsy Customer Support is here to help.
Support Centre: https://support.rootsy.ca/support/home
Email: support@rootsy.ca
Please provide your order number and contact us as soon as possible, particularly if your order has not yet shipped.
Rootsy — Stronger Together, Locally Rooted.
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