How to Cancel an Order on Rootsy

Need to cancel an order you've placed on Rootsy?

You may be able to request cancellation before your order ships. However, cancellation eligibility depends on the order's processing status, product type, and applicable Rootsy policies.

This guide explains when an order can be cancelled, how to submit a request, and what happens to your payment.

1. Can I Cancel My Rootsy Order?

You can request cancellation before your order has shipped.

Cancellation is not automatically guaranteed and may depend on:

• Whether the seller has started preparing your order.

• Whether the product is handmade or personalized.

• Whether a shipping label has been generated.

• Whether the order has already shipped.

• Other applicable order and marketplace conditions.

The sooner you submit your request, the better the opportunity to review cancellation before fulfilment progresses.

2. How to Request an Order Cancellation

To request cancellation:

1. Visit www.rootsy.ca.

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

3. Open your order history.

4. Select the order you wish to cancel.

5. Review its current status.

6. Use the available cancellation or support option.

7. Identify the product you wish to cancel and provide the reason for your request.

8. Submit your request and follow any additional instructions.

If a cancellation option is unavailable, contact Rootsy Customer Support.

Important: Submitting a cancellation request does not mean your order has been cancelled. Wait for confirmation through the authorized process.

3. Can I Cancel an Order That Is Being Prepared?

A cancellation may still be considered while an order is being prepared, depending on the circumstances.

For example, a seller may already have:

• Started manufacturing a handmade product.

• Begun personalizing an item.

• Prepared the package.

• Generated shipping documents.

Cancellation eligibility depends on the product and fulfilment stage.

Contact Rootsy Support promptly if you wish to cancel an order in processing.

4. Can I Cancel an Order After a Shipping Label Has Been Created?

Under Rootsy's Refund & Dispute Resolution Policy, cancellation is generally unavailable once a shipping label has been generated or the order has shipped.

Even if carrier tracking has not updated, a generated shipping label may affect cancellation eligibility.

If you believe your situation requires an exception, contact Rootsy Customer Support.

5. Can I Cancel an Order That Has Already Shipped?

Once an order has shipped, ordinary cancellation is generally no longer available.

If the product is eligible, you may need to request a return after delivery.

Return eligibility depends on:

• The product's return conditions.

• The seller's disclosed policy.

• Rootsy's Refund & Dispute Resolution Policy.

• Applicable consumer protection rights.

Do not assume that refusing delivery will automatically result in a full refund. Additional shipping or return-related charges may apply depending on the circumstances.

6. What If I Ordered a Personalized Product?

Personalized and made-to-order products may have special cancellation restrictions.

If production has already started, cancellation may not be possible under the applicable terms.

If you wish to cancel:

1. Contact Rootsy Support promptly.

2. Provide the order number.

3. Identify the personalized product.

4. Explain why you're requesting cancellation.

5. Wait for confirmation before assuming the order has been cancelled.

If the product arrives defective, damaged, incorrect, or materially different from its description, applicable return and consumer protection rights may still apply.

7. Can I Cancel Just One Product From My Order?

A Rootsy purchase may include products from several independent sellers.

If you only wish to cancel one item, identify that product in your request.

Rootsy may process eligible partial cancellations without cancelling the remaining items.

Depending on the transaction, shipping charges, taxes, discounts, and refund amounts may be recalculated.

Other items may continue through the normal fulfilment process.

8. What If the Seller Cancels My Order?

A seller may be unable to fulfil an order because of:

• An inventory shortage.

• Incorrect stock information.

• Product unavailability.

• Other fulfilment problems.

If an order or item is cancelled before delivery because the seller cannot fulfil it, you will generally receive a full refund for the affected item or order, including applicable taxes and shipping charged for the cancelled item.

Refund timing remains subject to the applicable payment-processing arrangements.

You are not responsible for seller performance penalties or seller-caused cancellation fees.

9. How Long Does a Cancellation Refund Take?

Once a cancellation and refund are approved, Rootsy generally processes approved refunds within 14 business days of approval.

Your bank, card issuer, or payment provider may require additional time before the money appears in your account.

Refunds are generally returned to the original payment method.

The exact amount and timing depend on the circumstances and applicable policy.

10. What If My Cancellation Request Is Denied?

A request may be denied if the order is no longer eligible for cancellation.

For example:

• The product has already shipped.

• A shipping label has been generated.

• Personalization or production has progressed.

• Another applicable restriction applies.

If your cancellation request is denied, review whether the product may qualify for a return after delivery.

For assistance or clarification, contact Rootsy Customer Support.

11. What If I Entered the Wrong Shipping Address?

If you need to cancel because of an address mistake:

1. Review the order's current status.

2. Contact Rootsy Customer Support immediately.

3. Provide the correct address information through an approved channel.

4. Ask whether an authorized correction or cancellation is possible.

Changing the address saved in your buyer profile does not necessarily change an existing order or shipping label.

Additional charges may apply for certain failed deliveries or address corrections, subject to Rootsy's policies and applicable law.

Frequently Asked Questions

Can I cancel an order immediately after placing it?

You can submit a cancellation request, but approval depends on the order's current status and applicable policies.

Does Rootsy guarantee order cancellations?

No. Cancellation requests are reviewed according to the order's processing stage, product type, and applicable terms.

Can I cancel an order once a shipping label has been generated?

Cancellation is generally unavailable after label generation.

Can I cancel an order that's already in transit?

Ordinary cancellation is generally unavailable after shipment. You may be able to request an eligible return after delivery.

Can I cancel just one item?

Yes, an eligible partial cancellation may be possible without cancelling the other products in your purchase.

Will I receive a full refund if the seller cannot fulfil my order?

Generally, yes. For seller-caused cancellations before delivery, the affected item or order is generally fully refunded, including applicable taxes and shipping charged for the cancelled item.

Will I be charged if the seller cancels?

Buyers are not responsible for seller-caused cancellation penalties.

Can I cancel a digital product?

Digital products may be subject to special cancellation and non-returnable conditions. Contact Rootsy Support for an order-specific review.

How long does a cancellation refund take?

Rootsy generally processes approved refunds within 14 business days of approval. Bank and payment-provider posting times may vary.

What should I do if I can't find a cancellation button?

Contact Rootsy Customer Support with your order number and cancellation request.

Need Help Cancelling Your Order?

If you need assistance cancelling an order, checking cancellation eligibility, or understanding an approved refund, Rootsy Customer Support can help.

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

Email: support@rootsy.ca

Please include your order number, the product you wish to cancel, and the reason for your request.

Do not provide passwords, verification codes, or payment card security codes.

Rootsy — Stronger Together, Locally Rooted.