What to Do if Your Order Is Missing or Marked Delivered but Not Received

If your Rootsy order hasn't arrived, or your tracking information shows Delivered but you haven't received your package, we're here to help.

Rootsy works with independent Canadian sellers and third-party shipping carriers to coordinate delivery investigations and review missing shipment claims.

Follow this guide to check your shipment and report a delivery problem.

Step 1: Check Your Tracking Information

Before reporting a missing package:

1. Visit www.rootsy.ca.

2. Sign in to your buyer account.

3. Review your available order and shipping information.

4. Check the latest tracking status.

5. If a carrier tracking link is provided, open it to review the shipment's progress.

Tracking updates may be delayed or inaccurate because of carrier system issues.

If your order contains products from multiple sellers, your items may arrive in separate packages with different tracking numbers.

Step 2: If Your Package Is Delayed or Tracking Has Stopped Updating

A shipment may be delayed because of:

• Carrier processing or transportation delays.

• Weather conditions or service disruptions.

• Holidays or peak shipping periods.

• Remote-area delivery requirements.

• Seller processing times.

• Other shipping network issues.

Delivery dates displayed on Rootsy are estimates and are not guaranteed.

What you should do:

1. Review the estimated delivery information.

2. Check the carrier's latest tracking updates.

3. Confirm whether the shipment is still moving through the carrier network.

4. Contact Rootsy Customer Support if tracking shows no progress for an extended period or the package appears lost.

A shipment may be considered lost if tracking remains inactive for an extended period or the carrier confirms that the package is lost.

Rootsy may require time to investigate before approving a refund or replacement.

Step 3: If Tracking Shows Delivered but You Haven't Received the Package

If the carrier has marked your order Delivered, but you cannot locate the package:

1. Confirm that the shipping address on your order is correct.

2. Check your front entrance, mailbox, parcel locker, or designated delivery area.

3. Check with your building concierge, reception desk, or mailroom where applicable.

4. Ask household members whether they accepted the delivery.

5. Review any delivery photographs or carrier instructions, if available.

6. Check the carrier's tracking page for additional delivery information.

If the package is still missing, contact Rootsy Customer Support to report the issue.

Step 4: Report the Missing Shipment to Rootsy

Contact Rootsy through our Support Centre or email.

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

Email: support@rootsy.ca

Please provide:

• Your Rootsy order number.

• The name of the missing product.

• Your tracking number, if available.

• The carrier's most recent tracking status.

• The expected or reported delivery date.

• A description of the problem.

• Relevant carrier messages or delivery photographs, if available.

For your privacy, avoid sharing unnecessary personal information in screenshots.

Step 5: How Rootsy Investigates Missing Shipments

Depending on the situation, Rootsy may coordinate with the seller, shipping provider, or carrier.

An investigation may involve reviewing:

• Tracking records and shipment scans.

• Carrier delivery confirmation.

• Delivery photographs.

• GPS delivery information, where available.

• Seller fulfilment and shipping records.

• Delivery address information.

• Relevant buyer and seller communications.

Buyers and sellers may be asked to provide additional information during the investigation.

Please note: A package marked Delivered is not automatically eligible for a refund or replacement. Rootsy reviews the circumstances and available evidence before determining a resolution.

Step 6: Possible Resolutions

Depending on the investigation and applicable policies, Rootsy may determine that an appropriate resolution includes:

• Allowing additional time for delivery.

• Coordinating a carrier investigation or claim.

• Arranging a replacement where appropriate.

• Approving a full or partial refund.

• Taking another action consistent with Rootsy's policies and applicable law.

Carrier claims are subject to the carrier's terms and liability limits. Rootsy cannot guarantee claim approval, reimbursement amounts, investigation timelines, or replacement availability.

Step 7: Understand Delivery Responsibilities

Rootsy's Shipping & Fulfilment Policy explains that sellers are responsible for proper packaging, accurate shipping information, and appropriate handoff to shipping carriers.

Buyers are responsible for providing a complete and accurate delivery address, including relevant apartment numbers, buzzer information, and access instructions.

Under Rootsy's policy, risk of loss generally transfers to the buyer when the carrier takes physical possession of the shipment, subject to seller-caused issues and applicable law.

Refunds or replacements are not guaranteed for delivered-but-missing packages where loss results from theft, unsecured delivery locations, incorrect addresses, building access problems, delivery refusal, or buyer unavailability.

Each case may be reviewed individually.

Frequently Asked Questions

My tracking hasn't updated in several days. Is my package lost?

Not necessarily. Tracking delays may occur while a package is moving through the carrier's network.

A shipment may be treated as lost when tracking shows no progress for an extended period or the carrier confirms the loss.

Contact Rootsy Support if you're concerned.

My order says Delivered, but nothing is at my door. What should I do?

Check your mailbox, building reception, parcel locker, designated delivery area, and any carrier delivery photographs.

If you still cannot locate the package, report it to Rootsy Support.

Will Rootsy refund a missing package?

A refund may be available depending on the investigation, applicable shipping and refund policies, carrier findings, and relevant legal protections.

Refunds are not automatically guaranteed.

What if the seller shipped my order to the wrong address?

Contact Rootsy Support with your order details. Rootsy may investigate whether incorrect seller shipping information or another fulfilment error caused the issue.

What if I entered the wrong delivery address?

Buyers are responsible for entering accurate shipping information.

Where a delivery problem results from incorrect or incomplete buyer-provided information, additional costs may apply under Rootsy's policies and applicable law.

What if only part of my order arrived?

Products from different sellers may be shipped separately.

Review available tracking information for each shipment before reporting missing items.

Can Rootsy contact the shipping carrier?

Rootsy may coordinate shipping investigations and claims through participating sellers, logistics providers, and carriers.

The outcome remains subject to the relevant carrier's terms and investigation.

How long does a missing package investigation take?

Investigation timelines depend on the circumstances, carrier response, and information required.

Rootsy cannot guarantee a specific investigation or resolution time.

Need Help With a Missing Order?

If your Rootsy order is delayed, lost, or marked delivered but cannot be found, contact Rootsy Customer Support.

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

Email: support@rootsy.ca

Please include your order number and tracking details so our team can review the issue.

Rootsy — Stronger Together, Locally Rooted.