When you shop on Rootsy, delivery times can vary depending on the seller, product type, preparation requirements, shipping destination, and carrier service.
Rootsy connects customers across Canada with independent Canadian sellers and integrates with eShipper to support physical-product shipping.
This guide explains how shipping timelines work, what estimated delivery dates mean, and what to do if your order takes longer than expected.
1. How Shipping and Delivery Times Work
The total time needed to receive a physical product generally includes two stages:
Seller Preparation Time
The time the seller needs to prepare, package, and make the product ready for shipment.
Carrier Transit Time
The time required for the shipping carrier to transport the package from the seller to the delivery destination.
For example, if a seller needs two business days to prepare a product and the carrier estimates three business days for delivery, the overall timeframe may be approximately five business days.
This example is illustrative and is not a guaranteed Rootsy delivery timeline.
2. What Is Seller Preparation Time?
Seller preparation time, also called lead time, is the period between an order being ready for fulfilment and the product being prepared for dispatch.
Preparation requirements vary by seller and product.
Examples include:
Selecting and packaging an in-stock item.
Manufacturing a handmade product.
Personalizing an item with a custom name or design.
Preparing a fragile product for safe transportation.
Completing other product-specific fulfilment requirements.
Where provided, check the product listing and order information for relevant preparation details.
Important: Preparation time is separate from the shipping carrier's transit time.
3. What Is Carrier Transit Time?
Carrier transit time is the estimated period a shipping company needs to transport and deliver a package after accepting it.
Transit time can depend on:
The seller's shipping location.
The buyer's delivery address.
Distance between origin and destination.
Selected shipping service.
Carrier operating schedules.
Weather conditions.
Package size and handling requirements.
Other transportation disruptions.
Rootsy integrates with eShipper to support available shipping services.
The actual carrier and service depend on the shipping arrangements for the order.
4. Where Can I Find My Estimated Delivery Date?
Depending on the order and shipping service, delivery estimates may be displayed during checkout, within order details, or through available tracking information.
To check your order:
Visit www.rootsy.ca.
Sign in to the buyer account used for the purchase.
Open your order history.
Select the relevant order.
Review the available shipping, preparation, and delivery information.
Check the carrier tracking details once provided.
Not every order will display a specific guaranteed delivery date.
5. Are Estimated Delivery Dates Guaranteed?
Delivery estimates are generally projections based on the available shipping and fulfilment information.
They are not necessarily guaranteed.
An estimated delivery date may change because of:
Seller preparation delays.
Carrier service interruptions.
Severe weather.
Incorrect or incomplete address information.
Delivery exceptions.
Other circumstances beyond the original estimate.
A delivery guarantee applies only if it is expressly offered under the relevant shipping service and applicable terms.
If your delivery is delayed, Rootsy Customer Support can help investigate.
6. Do Handmade and Personalized Products Take Longer?
They may.
Handmade, customized, or made-to-order products often require preparation before shipment.
For example, a seller may need to:
Create or assemble the product.
Add personalization.
Prepare custom packaging.
Complete quality checks.
Review the product description and available preparation information before purchasing.
If an unexpected delay affects your personalized order, contact Rootsy Customer Support.
7. Do Orders From Multiple Sellers Arrive Together?
Not necessarily.
Rootsy is a multi-seller marketplace, meaning a customer can purchase items from different independent sellers.
If your order includes multiple sellers:
Products may be prepared at different times.
Parcels may ship from different locations.
Different carriers may be involved.
Separate tracking numbers may be provided.
Items may arrive on different dates.
Receiving one package does not necessarily mean the entire order has been delivered.
Review the relevant shipment information for each item.
8. Does Rootsy Ship Across Canada?
Rootsy operates as a Canada-focused marketplace serving customers across Canada.
Available shipping services may depend on the seller, destination, product, and carrier restrictions.
Certain products or delivery locations may have additional shipping requirements or limited service availability.
Shipping options and costs are determined through the applicable checkout and fulfilment arrangements.
Rootsy does not currently operate as an international marketplace.
9. How Do Weekends and Holidays Affect Delivery?
Preparation and carrier transit estimates may be expressed in business days.
Business days generally exclude weekends and applicable holidays, although some carriers offer services outside standard business days.
For example, an order placed late on Friday may not begin its next preparation or transit stage until a subsequent business day.
Actual timing depends on the seller's operations and selected carrier service.
Check your order and tracking information for updates.
10. When Will My Order Be Shipped?
The shipping date depends on the seller's applicable preparation timeframe and the order's fulfilment status.
Once the seller completes preparation and hands the parcel over to the carrier, tracking information may become available or begin updating.
A shipping label being created does not necessarily mean the carrier has received the package.
If your order remains in preparation beyond the expected timeframe, contact Rootsy Customer Support.
11. Why Has My Tracking Number Not Updated?
Tracking information may take time to appear after label creation.
Possible reasons include:
The seller has not yet handed over the package.
The carrier has not completed its first scan.
Tracking systems have not synchronized.
A carrier processing delay has occurred.
To investigate:
Open your order details.
Check the shipment status.
Review any available carrier tracking.
Look for a recent tracking event.
Contact Rootsy Support if the information remains unavailable or inconsistent with the expected delivery timeframe.
12. What Can Cause Shipping Delays?
A shipment may be delayed by several factors.
Seller-Related Delays
Product availability, manufacturing, personalization, packaging, or other preparation issues.
Carrier-Related Delays
Sorting backlogs, transportation interruptions, missed connections, or delivery exceptions.
Weather Conditions
Snowstorms, flooding, severe weather, or other conditions that interfere with transportation.
Address Problems
Incomplete postal codes, incorrect street information, or unsuccessful delivery attempts.
Product Restrictions
Items requiring special handling or shipping compliance.
If a delay occurs, the appropriate resolution depends on its cause and the status of the order.
13. What if My Estimated Delivery Date Has Passed?
If your package has not arrived:
Sign in to your Rootsy account.
Review the relevant order.
Check the latest tracking information.
Look for a carrier delay or delivery exception.
Confirm the delivery address associated with the order.
Contact Rootsy Customer Support if the shipment remains unresolved.
Include your order number and available tracking details.
Rootsy may coordinate with the seller or applicable logistics provider to investigate.
14. What if the Carrier Attempts Delivery but Cannot Complete It?
A carrier may be unable to complete delivery because:
Nobody is available when a signature is required.
The property cannot be accessed.
The address is incomplete.
The carrier requires an additional delivery instruction.
Another delivery restriction applies.
If tracking shows Delivery Attempted or a similar status:
Review the carrier's instructions.
Check whether another attempt is scheduled.
Look for an authorized pickup or delivery arrangement.
Contact Rootsy Support if assistance is required.
Do not send sensitive personal information to an unverified delivery contact.
15. What if Tracking Says Delivered but My Package Is Missing?
If a carrier marks your package Delivered but you cannot locate it:
Review the recorded delivery date and location.
Check any carrier delivery instructions.
Look for an appropriate parcel-receiving location at your address.
Check whether another household member or authorized recipient accepted the package.
Contact Rootsy Customer Support if you still cannot find it.
Rootsy may review available carrier records and investigate the missing-package report.
A refund or replacement is determined according to the circumstances, evidence, and applicable policies.
16. What About Digital Product Delivery?
Rootsy also supports digital products.
Digital products are delivered electronically rather than through a shipping carrier.
They do not require:
Physical packaging.
Shipping labels.
Carrier transit.
Parcel tracking numbers.
Digital products are delivered electronically through the available delivery method for the purchased product. If you cannot access a purchased digital file or have difficulty downloading it, contact Rootsy Customer Support.
17. Can I Change My Delivery Address After Placing an Order?
Address changes may not be possible once an order has entered processing or shipment.
If you've entered an incorrect address:
Review your order information.
Contact Rootsy Customer Support as soon as possible.
Provide the relevant order number.
Follow the authorized correction instructions.
Do not assume changing the address in your buyer profile automatically updates an existing order or shipping label.
Additional costs may apply depending on the circumstances and carrier arrangements.
Frequently Asked Questions
How long does Rootsy shipping take?
Shipping times vary depending on the seller's preparation time, shipping service, destination, and other applicable conditions.
Does Rootsy offer guaranteed delivery dates?
An estimate is not necessarily a guarantee. Any guarantee must be expressly provided under the applicable shipping service and terms.
What is the difference between preparation time and shipping time?
Preparation time is the period the seller needs to make the product ready for shipment. Shipping time is the period the carrier needs to transport the package.
Will personalized products take longer?
They may require additional preparation. Check the product's available lead-time information before purchasing.
Why haven't all my items arrived?
Products purchased from different Rootsy sellers may ship separately and arrive on different dates.
Why does my tracking say Label Created?
The shipping label has been generated, but the carrier may not yet have accepted or scanned the parcel.
Do weekends count as shipping days?
It depends on the seller and carrier service. Business-day estimates generally exclude weekends and applicable holidays.
Can I select faster shipping?
Available delivery services depend on the checkout and shipping arrangements for your order. Review the options offered during checkout.
Does Rootsy ship internationally?
Rootsy currently operates as a Canada-focused marketplace and does not offer international marketplace shipping.
What if my estimated delivery date has passed?
Review your order and tracking information, then contact Rootsy Support if the delay remains unresolved.
Can I change my shipping address after checkout?
Contact Rootsy Support promptly. Changes depend on order status, available carrier options, and applicable restrictions.
How are digital products delivered?
Digital products are delivered electronically through Rootsy's supported download workflow and do not use physical shipping carriers.
Related Help Articles
For additional assistance, see:
How to Track Your Order on Rootsy — Buying on Rootsy → Buyer Orders and Refunds.
How to Track Your Order and Check Delivery Status on Rootsy — Orders, Shipping & Returns → Order Tracking and Delivery.
What to Do if Your Order Is Missing or Marked Delivered but Not Received — Buying on Rootsy → Buyer Orders and Refunds.
Need Help With Shipping or Delivery?
If your order is delayed, tracking information is unavailable, or an expected shipment has not arrived, Rootsy Customer Support can help investigate.
Support Centre: https://support.rootsy.ca/support/home
Email: support@rootsy.ca
Please include:
Your order number.
The affected product.
The estimated delivery date, if provided.
Carrier and tracking information, where available.
A description of the issue.
Do not include passwords, verification codes, or payment card security codes.
Rootsy — Stronger Together, Locally Rooted.
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