We're sorry if your Rootsy order didn't arrive as expected. Whether your item is damaged, defective, incorrect, or significantly different from its description, Rootsy Customer Support is here to help.
Because Rootsy connects buyers with independent Canadian sellers, we work with sellers to review product-related issues and determine an appropriate resolution under our Refund & Dispute Resolution Policy.
Step 1: Check Your Order and Product
When your package arrives, inspect the item and its packaging.
Common issues include:
Damaged items: Products that arrive broken, cracked, leaking, or otherwise damaged.
Defective products: Products that do not function properly or have manufacturing defects.
Incorrect items: You received a different product, size, colour, or variation from what you ordered.
Not-as-described products: The product is materially different from the information provided in its listing.
Missing parts or accessories: The product arrived incomplete.
If you notice a problem, keep the product, packaging, and any included documentation while your request is being reviewed.
For safety-related concerns, stop using the product until the issue has been assessed.
Step 2: Collect Supporting Evidence
Before submitting your request, gather the following information:
Your Rootsy order number.
The name of the affected product.
A description of the issue.
Clear photographs or videos showing the damage, defect, or incorrect item.
Photographs of the packaging, where relevant.
A photograph of the shipping label, if available.
Your proof of purchase or order confirmation.
If the item is defective, explain what is not working and provide photographs or a short video where practical.
If you received the wrong item, photograph the item received and its packaging.
Important: Do not discard damaged packaging or return the product before receiving instructions.
Step 3: Report the Problem to Rootsy
Submit a return or dispute request through an available Rootsy support channel as soon as possible.
Support Centre: https://support.rootsy.ca/support/home
Email: support@rootsy.ca
Include your order number, product details, description of the issue, and supporting evidence.
Under Rootsy's standard return policy, return requests should generally be submitted within 14 days of delivery, unless different terms or applicable legal protections apply.
Reporting an issue promptly helps Rootsy and the seller investigate it.
Step 4: Wait for the Seller's Response
Once your request is received through Rootsy's return or dispute process, the seller is required to respond within 48 hours.
The seller may review the issue and available evidence.
If the seller does not respond within the required period, Rootsy may issue a decision based on the available information.
Rootsy may also investigate the issue directly or request additional information.
Step 5: Understand Your Available Resolutions
Depending on the circumstances and review findings, you may be eligible for:
Replacement: Receiving a replacement item where appropriate and available.
Full refund: Receiving a refund of the eligible purchase amount.
Partial refund: Receiving an adjustment while retaining the product or under another approved arrangement.
Return and refund: Returning the affected product under approved instructions before receiving an applicable refund.
Another resolution: An alternative arrangement determined by Rootsy in accordance with its policies and applicable law.
The appropriate resolution depends on the issue, available evidence, seller responsibilities, and applicable consumer protection rights.
A refund or replacement is not automatically guaranteed simply because a claim has been submitted.
Step 6: Follow the Approved Return Instructions
If Rootsy or the seller approves a return, follow the instructions provided.
Where a return is required:
Confirm the approved return method and destination.
Package the item safely.
Include the required parts, accessories, and documentation where applicable.
Use the provided shipping instructions or label, if one is issued.
Retain your shipping receipt and tracking information.
Approved returns must generally be shipped within 7 days of approval, unless otherwise directed.
If the issue is determined to be seller-responsible, such as a defective or incorrect product, the seller may be responsible for the applicable return shipping costs.
Step 7: Refund Processing
If a refund is approved, Rootsy generally processes it within 14 business days of approval.
Refunds are typically issued to the original payment method.
Your financial institution or payment provider may require additional time to make the refunded amount available.
A return approval does not automatically guarantee final refund approval. Returned products may be inspected before the refund is finalized.
Frequently Asked Questions
What if my product arrived broken?
Contact Rootsy Support promptly. Provide photographs of the damaged item, packaging, shipping label, and your order number.
What if I received the wrong product?
Submit a return or dispute request with photographs of the product received and a description of what you originally ordered.
What if a product stops working shortly after delivery?
Contact Rootsy Support with your order details and an explanation of the defect. Applicable return conditions and consumer protection rights will be considered.
Do I have to pay return shipping for a defective or incorrect item?
If the issue is determined to be the seller's responsibility, the seller may be responsible for return shipping costs under Rootsy's policy.
Can I request a refund for a personalized product?
Personalized products may ordinarily be non-returnable. However, that restriction does not automatically prevent a claim for an item that is defective, damaged, incorrect, unsafe, or materially not as described.
What if my item is marked final sale?
Final-sale restrictions do not eliminate applicable legal rights or Rootsy's ability to review claims involving defective, damaged, incorrect, unsafe, or materially misdescribed products.
What if the seller refuses my request?
You may escalate an unresolved issue to Rootsy through its support or dispute resolution process.
Rootsy may review order details, product information, photographs, seller communications, shipping records, and other relevant evidence before making a decision.
What if I received a damaged package but the product looks fine?
Inspect the product carefully and retain the packaging until you are satisfied the item is complete and undamaged.
If you discover an issue, report it promptly.
Need Additional Help?
Rootsy Customer Support can help with damaged orders, defective products, incorrect items, missing components, and other product-related concerns.
Support Centre: https://support.rootsy.ca/support/home
Email: support@rootsy.ca
Please include your order number and relevant photographs so our team can review your request.
Rootsy — Stronger Together, Locally Rooted.
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