Rootsy is committed to maintaining a safe, trustworthy, and legally compliant Canadian marketplace.
As an independent seller, you're responsible for ensuring that every product you list complies with Rootsy's marketplace policies and applicable Canadian laws.
Some products are generally permitted, some require advance approval, and others are prohibited entirely.
This guide explains Rootsy's product classifications, restricted categories, prohibited items, and seller compliance responsibilities.
1. Understanding Rootsy's Product Rules
Rootsy classifies products into three broad categories:
Permitted Products
Products that are generally allowed when they are lawful, accurately described, safe, compliant, properly labelled, and suitable for shipping.
Restricted or Pre-Approved Products
Products that may be listed only after Rootsy grants the necessary approval and the seller meets applicable documentation, licensing, safety, and shipping requirements.
Prohibited Products
Products that may not be listed, sold, purchased, promoted, or shipped through Rootsy.
Important: A product being legal to sell in Canada does not automatically mean it is permitted on Rootsy.
Rootsy reserves the right to restrict or refuse products under its marketplace policies.
2. Product Classification Options in the Seller Dashboard
When creating a product listing, sellers may encounter the following classifications:
Not Returnable
Hazardous
Adult Use Only
Made in Canada
These classifications provide information about the product. They are not automatic approvals to sell restricted or prohibited items.
Select only the options that accurately apply to your product.
3. Understanding the Not Returnable Classification
The Not Returnable option identifies products that may have restrictions on standard returns.
Certain products may be non-returnable because of their nature, hygiene considerations, perishability, or customization.
Examples may include:
Personalized or custom-made products.
Digital or downloadable products.
Certain hygiene and personal care products.
Perishable goods.
Other products with applicable return restrictions.
Before selecting this classification:
Review Rootsy's Refund & Dispute Resolution Policy.
Confirm that the restriction is appropriate for the product.
Ensure the product description clearly explains any relevant conditions.
Do not use the classification to avoid valid consumer protection obligations.
Important: A non-returnable designation does not automatically remove a buyer's rights when a product is defective, damaged, incorrect, unsafe, or materially different from its description.
4. Understanding the Hazardous Classification
The Hazardous option identifies products that may require additional handling, safety, or transportation precautions.
Examples of consumer products that may have restrictions include:
Aerosols.
Perfumes containing flammable ingredients.
Certain nail and cosmetic products.
Cleaning products.
Products containing batteries.
Other goods with hazardous components.
Some products in these categories may require Rootsy approval, special packaging, or carrier-specific shipping arrangements.
Other hazardous substances are prohibited.
Important: Selecting the Hazardous option does not authorize the sale or shipment of a restricted product.
Sellers must comply with Rootsy's policies, applicable Canadian regulations, and payment-provider and carrier requirements.
5. Understanding the Adult Use Only Classification
Some lawful products may be subject to age restrictions or additional regulatory requirements.
The Adult Use Only classification identifies products requiring additional attention to their intended users or purchasing conditions.
However, Rootsy prohibits certain adult and sexually explicit products, including pornography, adult sexual devices, and sexually exploitative materials.
Marking a listing Adult Use Only does not permit a prohibited product to be sold.
Sellers must ensure that their products comply with Rootsy's Prohibited Products & Acceptable Use Policy.
6. Understanding the Made in Canada Classification
Rootsy supports independent Canadian businesses, but not every product sold by a Canadian seller is manufactured in Canada.
The Made in Canada classification should only be selected when the product qualifies for that claim under applicable Canadian requirements.
A Canadian business may sell:
Products manufactured in Canada.
Products designed in Canada but manufactured elsewhere.
Imported products.
Products sourced from Canadian or international suppliers.
Important: Being a Canadian seller does not automatically make every product you sell eligible for the Made in Canada designation.
Ensure all product-origin claims are accurate, substantiated, and appropriately qualified.
7. Products Prohibited on Rootsy
Rootsy's Prohibited Products & Acceptable Use Policy identifies categories that sellers must not list.
Examples include:
Illegal, Counterfeit or Stolen Goods
Products that are unlawful to sell, stolen, counterfeit, smuggled, or imported unlawfully are prohibited.
Sellers must have the legal right to sell their products and use relevant trademarks or brand materials.
Firearms, Weapons and Explosives
Firearms, ammunition, explosives, prohibited weapons, and other weapons identified in Rootsy's policy are prohibited.
Ordinary kitchen knives, craft tools, and similar lawful tools may be permitted when genuinely marketed for appropriate household or professional use.
Illegal Drugs, Cannabis and Controlled Substances
Rootsy prohibits illegal drugs, controlled substances, cannabis, controlled cannabinoid products, and other prohibited drug-related items.
Prescription and Unauthorized Health Products
Prescription medications, unapproved drugs, and health products lacking required authorizations are prohibited.
Sellers must not make unauthorized disease-treatment or therapeutic claims.
Unsafe or Recalled Products
Recalled, unsafe, expired, contaminated, or non-compliant products are prohibited.
Products missing legally required safety warnings, instructions, or labels must not be offered for sale.
Adult and Exploitative Products
Rootsy prohibits pornography, adult sexual devices, sexually exploitative content, and other adult products identified in its policy.
Hate, Violence and Extremist Products
Products promoting hatred, extremist organizations, harassment, violence, or exploitation are prohibited.
Illegal Wildlife and Animal Products
Live animals and certain wildlife products are prohibited, including endangered-species products and goods that violate conservation or animal welfare laws.
Fraudulent, Malicious or Unauthorized Products
Prohibited items include stolen personal information, malicious software, unauthorized identity documents, and certain financial or gambling products unless expressly approved where permitted under Rootsy's policy.
This is not an exhaustive list. Sellers must review the full policy before offering products that may be restricted or prohibited.
8. Products That May Require Rootsy Approval
Certain product categories may be restricted rather than automatically prohibited.
Depending on the category, sellers may need to provide licences, certifications, product documentation, insurance, or other evidence of compliance.
Examples include:
Food and Non-Alcoholic Beverages
May require Rootsy approval and compliance with applicable food safety, labelling, and licensing requirements.
Cosmetics, Beauty and Personal Care
Must comply with applicable Canadian cosmetic regulations, ingredient and warning requirements, and any relevant shipping restrictions.
Natural Health Products and Supplements
May require applicable Health Canada authorizations, product registration numbers, and supporting documentation.
Children's and Baby Products
Must comply with applicable Canadian consumer product safety requirements. Recalled or unsafe children's products are prohibited.
Electronics and Batteries
May require applicable electrical safety certifications and disclosure of compatibility, battery type, and safety information.
Fragile, Oversized or High-Value Products
May require special packaging, carrier arrangements, insurance, or Rootsy approval.
Alcohol
Alcohol is subject to extensive licensing, age-verification, carrier, geographic, and regulatory requirements. It may only be offered where Rootsy expressly approves the activity and all applicable requirements are met.
Rootsy approval is not guaranteed for any restricted category.
9. How to Request Approval for a Restricted Product
If you're unsure whether your product requires approval:
Review Rootsy's Prohibited Products & Acceptable Use Policy.
Identify the product category and relevant restrictions.
Gather applicable licences, certifications, labels, and supporting documents.
Contact Rootsy Customer Support before listing the product.
Provide an accurate description of the item and its intended use.
Wait for Rootsy's instructions or approval before offering the restricted product for sale.
Rootsy may require additional documentation or compliance checks.
Do not assume that successfully saving a product listing means a restricted item has been approved.
10. Seller Responsibilities for Product Safety
All Rootsy sellers must ensure that their products are:
Lawful to sell in the applicable Canadian jurisdictions.
Accurately described.
Safe for their intended use.
Properly labelled and packaged.
Supported by required safety instructions and warnings.
Compliant with applicable licensing and certification requirements.
Eligible for the intended payment and shipping services.
Sellers must also maintain accurate inventory, product-condition information, and fulfilment records.
Misleading product claims, false discounts, unauthorized intellectual property use, and inaccurate safety disclosures are prohibited.
11. What if My Product Is Recalled or Becomes Unsafe?
If you discover that a product you've listed or sold is recalled, unsafe, or non-compliant:
Stop offering or shipping the affected product.
Identify the relevant listings and orders.
Contact Rootsy Customer Support immediately.
Provide the relevant safety, recall, or compliance information.
Follow instructions issued by applicable authorities and Rootsy.
Cooperate with any required investigation, customer notification, cancellation, or remedy process.
Rootsy may remove listings, restrict sales, cancel affected orders, or take other appropriate compliance actions.
12. What Happens if I List a Prohibited Product?
Violations of Rootsy's product policies may result in actions including:
Product listing rejection or removal.
Order cancellation.
Refunds or payout adjustments.
Temporary payout holds.
Restrictions on selling privileges.
Account suspension or termination.
Requests for supporting documentation.
Reporting to relevant authorities, payment providers, or other parties where appropriate.
Rootsy may act without advance notice where necessary to address legal, safety, regulatory, payment, or marketplace risks.
Frequently Asked Questions
Can I sell any product that is legal in Canada?
No. Products must also comply with Rootsy's marketplace policies and relevant payment-provider and carrier restrictions.
Does selecting Hazardous mean Rootsy has approved my product?
No. Restricted products may require separate approval and compliance checks.
Can I sell cannabis or vaping products?
Cannabis and controlled cannabinoid products are prohibited. Tobacco, nicotine, and vaping products are prohibited unless Rootsy expressly approves them in writing after the required legal review.
Can I sell handmade products?
Generally, yes, provided the products are lawful, safe, accurately described, and permitted under Rootsy's policies.
Can I sell imported products?
Yes, provided they are lawfully imported, comply with applicable Canadian requirements, and are permitted by Rootsy.
Are all products on Rootsy required to be Made in Canada?
No. Rootsy supports Canadian sellers, not exclusively Canadian-manufactured products.
Can I mark personalized products as non-returnable?
Where permitted under the applicable return policy, personalized products may have change-of-mind return restrictions. This does not eliminate applicable rights relating to defects, damage, seller errors, or other protected circumstances.
Can I sell digital products?
Yes. Rootsy supports digital products, provided the content is lawful and compliant with marketplace policies.
What happens if a buyer reports my product as unsafe?
Rootsy may review the complaint, request evidence, investigate the product, and take appropriate action under its policies.
Can Rootsy ask for additional product documents?
Yes. Rootsy may request licences, certifications, identity information, supplier records, product labels, insurance, and other relevant documentation.
Need Help With Product Compliance?
If you're unsure whether a product is permitted, restricted, or prohibited, contact Rootsy Customer Support before creating the listing.
Support Centre: https://support.rootsy.ca/support/home
Email: support@rootsy.ca
Include your store name, product description, category, and a summary of your compliance question.
For security, submit sensitive documents only through an approved secure method.
Rootsy — Stronger Together, Locally Rooted.
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