After placing an order on Rootsy, you can review its progress and check available shipping and delivery updates through your buyer account.
Rootsy is a Canadian online marketplace connecting customers with independent Canadian sellers. Physical orders are prepared by individual sellers and shipped using the applicable delivery arrangements.
This guide explains where to find order information, what common shipping statuses mean, and what to do when tracking information is unavailable.
Where Can I Find My Order?
To review your order:
Visit www.rootsy.ca.
Sign in to the buyer account used to place the order.
Open your account's order history.
Select the order you want to check.
Review the available order, shipping, and delivery information.
Depending on the order's status, tracking details may not yet be available.
Understanding Your Order Status
An order can move through several stages between purchase and delivery.
Common stages include:
Order Placed or Pending
Your order has been submitted and may be awaiting processing or seller preparation.
Processing
The seller is preparing the purchased item for fulfilment.
Shipped
The parcel has been dispatched through the applicable shipping service.
In Transit
The carrier is transporting the shipment.
Out for Delivery
The carrier indicates that the parcel is scheduled for a delivery attempt.
Delivered
The carrier has recorded the shipment as delivered.
Cancelled or Refunded
An order has been cancelled or a refund has been processed, where applicable.
These are general descriptions. The exact status labels displayed in your Rootsy account or by the carrier may differ.
How Do I Find My Tracking Number?
If a tracking number has been assigned and made available:
Open the relevant order in your Rootsy account.
Review the shipping information.
Locate the carrier and tracking details, where provided.
Follow the available tracking link or use the carrier's official tracking service.
A tracking number may not become active until the carrier has received or scanned the parcel.
Why Isn't My Tracking Information Available?
Tracking may be unavailable because:
The seller is still preparing your order.
A shipping label has not yet been created.
The carrier has not received the package.
The first carrier scan has not occurred.
There is a delay in updating tracking information.
A label being created does not necessarily mean that your package has been shipped.
If the tracking information remains unavailable beyond the expected preparation or shipping timeframe, contact Rootsy Customer Support.
Can Products Arrive in Separate Packages?
Yes.
Rootsy is a multi-seller marketplace, so products purchased from different sellers may be prepared and dispatched separately.
This means a single checkout may involve different tracking numbers, carriers, or delivery dates.
Review the shipping information associated with each relevant item or shipment.
Do Digital Products Have Tracking Numbers?
No.
Digital products are delivered electronically through Rootsy's supported digital-download process.
They do not require physical shipping labels, courier services, or parcel tracking numbers.
If you cannot access a digital product you've purchased, contact Rootsy Customer Support.
What if My Order Is Delayed?
If your order has not arrived within the expected timeframe:
Review the latest order status.
Check available carrier tracking information.
Look for any delivery exceptions or notices.
Confirm the delivery details associated with your order.
Contact Rootsy Customer Support if the delay remains unresolved.
Delivery estimates may vary depending on seller preparation times, location, selected shipping service, weather, and carrier operations.
Rootsy can help investigate shipment-related issues through its applicable support and logistics processes.
What if Tracking Shows Delivered but I Haven't Received My Package?
First, check the delivery details and any carrier instructions available for the shipment.
If you still cannot locate the package, contact Rootsy Customer Support with your order number and tracking information.
A Delivered status does not automatically resolve every missing-package complaint. Rootsy may review shipping records and coordinate an investigation where appropriate.
Frequently Asked Questions
Where can I track my Rootsy order?
Sign in to your Rootsy buyer account and review the order's available shipping and tracking information.
When will I receive a tracking number?
Tracking becomes available when the relevant shipment information is generated and provided through the order workflow.
Why does tracking say Label Created?
A shipping label may have been generated, but the carrier may not yet have accepted or scanned the parcel.
Can my order have more than one tracking number?
Yes. Orders containing products from multiple sellers may involve separate shipments.
Does Rootsy deliver packages directly?
Rootsy facilitates marketplace transactions and integrates with shipping services. Physical transportation is handled by the applicable carrier.
Are delivery dates guaranteed?
Delivery estimates depend on the seller and selected shipping service. A particular delivery date is not guaranteed unless the applicable service expressly provides that guarantee.
How do I track a digital product?
Digital products are delivered electronically and do not have physical shipment tracking.
What should I do if my parcel is missing?
Contact Rootsy Customer Support with your order number and relevant tracking details.
Related Help Articles
For more detailed instructions, see How to Track Your Order on Rootsy in the Buying on Rootsy → Buyer Orders and Refunds section of the Help Centre.
Need Help With Your Order?
If your tracking information is missing, your delivery is delayed, or you need assistance locating a shipment, contact Rootsy Customer Support.
Support Centre: https://support.rootsy.ca/support/home
Email: support@rootsy.ca
Please include your order number and a description of the issue. Do not share passwords or payment card security codes.
Rootsy — Stronger Together, Locally Rooted.
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