Understanding Multiple Shipments and Deliveries From Different Rootsy Sellers

When you purchase products from different sellers on Rootsy, your items may arrive in separate packages and on different dates.

Rootsy is a multi-seller marketplace that connects customers with independent Canadian businesses. Each seller is responsible for preparing and fulfilling their products according to the applicable marketplace and shipping arrangements.

This guide explains why multiple shipments occur, how to track each parcel, and what to do if one part of your order is delayed or missing.

1. Why Are My Products Arriving Separately?

Products purchased through Rootsy may be supplied by different independent sellers.

Each seller may have a different:

• Business and shipping location.

• Product preparation time.

• Inventory availability.

• Packaging process.

• Shipping carrier or service.

• Dispatch date.

As a result, products purchased during the same shopping session may not arrive together.

Receiving one parcel before another does not necessarily mean that the remaining products have been forgotten or lost.

2. Can One Order Have Multiple Tracking Numbers?

Yes. When products are shipped separately, each shipment may have its own tracking number.

For example, if you purchase products from three sellers, the items may be dispatched as three separate shipments.

Depending on the fulfilment arrangements, you may receive separate tracking details for each parcel.

Check the order and shipping information available in your Rootsy buyer account.

3. How Do I Track Each Shipment?

To review your shipment information:

1. Visit www.rootsy.ca.

2. Sign in to the buyer account used to place the order.

3. Open your order history.

4. Select the relevant order.

5. Review the available shipping and tracking details.

6. Check each available tracking number using the applicable carrier's tracking service.

Tracking information may become available at different times depending on when each shipment is prepared and handed over to the carrier.

If a tracking number is unavailable, review the order status and contact Rootsy Customer Support if necessary.

4. Why Did One Package Arrive Before the Others?

Separate shipments can travel through different shipping networks and follow different delivery schedules.

One package may arrive first because:

• Its seller prepared it earlier.

• It was dispatched on a different date.

• The carrier used a different service.

• The shipment travelled a shorter distance.

• Another parcel encountered a carrier delay.

The delivery of one package does not confirm that every shipment associated with your purchase has arrived.

Review the status of each shipment separately.

5. What if Only Some of My Products Have Arrived?

If you've received some products but others are still outstanding:

1. Open your Rootsy order history.

2. Identify the products you have received.

3. Review the shipping status of the remaining products.

4. Check the tracking details for each available shipment.

5. Review any estimated delivery information.

6. Contact Rootsy Customer Support if the outstanding products are delayed or their status is unclear.

When contacting support, specify which products have arrived and which are still missing.

This helps Rootsy investigate the correct shipment.

6. What if One Shipment Is Delayed?

A delay affecting one shipment does not necessarily affect the others.

For example, one seller's parcel may be delivered while another remains in transit.

If a shipment is delayed:

1. Check its latest tracking information.

2. Review the estimated delivery date, if available.

3. Look for any carrier exception or delay notice.

4. Contact Rootsy Support if the shipment remains unresolved beyond the expected timeframe.

Rootsy may coordinate with the relevant seller or logistics provider to investigate.

7. What if One Shipment Has No Tracking Information?

Not every shipment will necessarily have active tracking information immediately.

Possible reasons include:

• The seller is still preparing the product.

• A shipping label has been created but the carrier has not received the parcel.

• The carrier has not completed its first scan.

• Tracking information has not yet updated.

Review the individual product or shipment status in your Rootsy account.

If the information remains unavailable beyond the expected dispatch timeframe, contact Rootsy Customer Support.

8. What if One Package Is Missing?

If one shipment is missing while the other products have arrived:

1. Confirm which products were delivered.

2. Identify the missing product and its seller, where available.

3. Review the relevant tracking information.

4. Check whether the shipment is still in transit.

5. Contact Rootsy Customer Support if you cannot determine its status.

Provide the relevant order number and tracking reference.

Rootsy may investigate the shipment with the applicable seller or shipping provider.

A missing shipment does not automatically qualify for a refund or replacement. The outcome depends on the circumstances, available evidence, and applicable policies.

9. What if Tracking Shows One Package as Delivered but I Haven't Received It?

If a shipment is marked Delivered but you cannot locate it:

1. Confirm which product and tracking number the status refers to.

2. Review the available delivery information.

3. Check the appropriate parcel-receiving location.

4. Look for a carrier delivery notice, where available.

5. Contact Rootsy Customer Support if the parcel remains missing.

Make sure you are checking the tracking status for the correct package, especially when several shipments are associated with your purchase.

10. Will I Receive Separate Delivery Notifications?

Delivery notifications depend on the available order-management, carrier, and notification arrangements.

When multiple shipments are involved, the information or timing of updates may differ between parcels.

Review your Rootsy account and the relevant carrier tracking information rather than assuming that one notification covers every item.

If you believe an important shipment update is missing, contact Rootsy Support.

11. Can I Cancel Only One Product From a Multi-Seller Order?

Cancellation eligibility depends on the product, seller, order status, and applicable Rootsy policies.

If you want to cancel one product while keeping the others:

1. Identify the specific product you want to cancel.

2. Review its current order and shipping status.

3. Contact Rootsy Customer Support.

4. Explain which item you wish to cancel.

5. Follow the applicable cancellation process.

Do not assume that cancelling one product automatically cancels the entire order.

Once a shipping label has been generated or the package has shipped, cancellation may be restricted under Rootsy's applicable policy.

12. Can I Return One Product Without Returning Everything?

Return eligibility depends on the individual product and Rootsy's applicable Refund & Dispute Resolution Policy.

If you wish to return only one item:

1. Identify the product you want to return.

2. Review its return eligibility.

3. Check the applicable return instructions.

4. Contact Rootsy Support if clarification is required.

5. Follow the authorized return process.

Do not assume that returning one product requires returning every item purchased during the same shopping session.

13. What if Products From Different Sellers Have Different Delivery Estimates?

Different sellers may have different preparation times, and separate carriers may provide different transit estimates.

As a result, your products may have different expected delivery dates.

Review the available information for each product or shipment.

An estimated delivery date is not necessarily a guaranteed delivery date unless the applicable shipping service expressly provides that guarantee.

14. What About Digital Products in the Same Shopping Session?

Digital products are delivered electronically rather than through physical shipping.

They do not require:

• Physical parcels.

• Shipping labels.

• Carrier transit.

• Parcel tracking numbers.

If your purchase includes a digital product, follow the digital-delivery instructions provided through Rootsy's supported workflow.

If you cannot access the digital product, contact Rootsy Customer Support.

15. How to Report a Problem With Multiple Shipments

When contacting Rootsy about a multi-shipment order, provide enough information to identify the affected parcel.

Include:

• Your order number.

• The product that is missing or delayed.

• The seller name, where available.

• The relevant tracking number.

• The latest tracking status.

• The expected delivery date, if provided.

• The date other products were received.

• A description of the problem.

If several shipments are affected, identify each one separately.

Do not send passwords, authentication codes, or complete payment card information.

Frequently Asked Questions

Can products purchased together arrive on different dates?

Yes. Products from different sellers may be prepared and shipped separately.

Can one Rootsy order have multiple tracking numbers?

Yes. Separate shipments may have separate tracking numbers.

Why did I receive only part of my order?

The remaining products may be travelling separately, awaiting preparation, or experiencing a shipping delay.

Should I report an entire order as missing if one parcel has arrived?

No. Identify the specific products or shipments that remain outstanding.

Why does one tracking number work while another doesn't?

The shipments may have been dispatched at different times, and tracking information may not be available for every parcel immediately.

Will all my products arrive on the same day?

Not necessarily. Delivery depends on the relevant sellers, shipping services, destinations, and transit conditions.

What should I do if one shipment is delayed?

Check the tracking information for that shipment and contact Rootsy Support if the issue remains unresolved.

What if one parcel is marked Delivered but is missing?

Review the delivery details for the specific tracking number and contact Rootsy Support if you cannot locate the package.

Can I cancel one item without cancelling the others?

Cancellation eligibility depends on the item's status and applicable policies. Contact Rootsy Support for assistance.

Can I return just one product?

Return eligibility is assessed according to the product and applicable return policy. Follow the authorized return process.

Do digital products have separate shipping tracking numbers?

No. Digital products are delivered electronically through Rootsy's supported digital-delivery process.

Related Help Articles

For additional information, 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.

• Understanding Shipping Times and Estimated Delivery Dates on Rootsy — Orders, Shipping & Returns → Order Tracking and Delivery.

• Why Your Rootsy Order Is Delayed or Tracking Isn't Updating — Orders, Shipping & Returns → Order Tracking and Delivery.

Need Help With Your Shipments?

If part of your order is missing, one parcel is delayed, or you need help understanding multiple tracking numbers, Rootsy Customer Support can assist.

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

Email: support@rootsy.ca

Please provide your order number, the affected product, available tracking details, and a description of the issue.

Rootsy — Stronger Together, Locally Rooted.