Received a product from Rootsy that is damaged, defective, incorrect, or different from what you ordered?
We understand how disappointing that can be. Rootsy helps customers report product-related problems and works with independent sellers to review eligible returns, refunds, replacements, and other resolutions.
This guide explains what to do when something is wrong with your order, what evidence to provide, and how the resolution process works.
1. Identify the Problem With Your Product
Product-related complaints generally fall into several categories.
Damaged Product
Your item arrived broken, cracked, scratched, or otherwise damaged during preparation or transportation.
Defective Product
Your product does not function correctly, has a manufacturing defect, or fails to perform as described.
Incorrect Product
You received the wrong product, colour, size, variation, quantity, or another item different from what you ordered.
Product Not as Described
The item you received materially differs from the description, specifications, photographs, or other important information provided in the product listing.
Incomplete Product
Your order is missing accessories, components, or other items that should have been included.
Incorrect Personalization
A customized product contains incorrect text, artwork, colours, or other details that do not match your submitted instructions.
The type of problem helps Rootsy determine the appropriate next steps.
2. Check Your Original Order
Before reporting the issue:
Visit https://www.rootsy.ca.
Sign in to the buyer account used for the purchase.
Open your order history.
Select the affected order.
Review the product name, quantity, specifications, and selected options.
Compare the order information with the item you received.
For personalized products, review the text, design, or other customization details you submitted.
If your purchase included multiple sellers, confirm which seller supplied the affected item.
3. Take Photographs of the Problem
Clear photographs or videos can help Rootsy investigate your complaint.
Depending on the issue, take photographs of:
The entire product.
The damaged or defective area.
The original packaging.
The outside of the shipping box.
The shipping label.
Missing or incorrect components, where relevant.
Any other visible problem.
For an electronic or mechanical product that does not function correctly, a short video may help demonstrate the issue.
If your product is unsafe, do not continue using it simply to collect evidence.
Important: Keep the product and original packaging until you receive further instructions.
4. Report the Issue to Rootsy
To report your product problem:
Sign in to your Rootsy buyer account.
Locate the affected order.
Use the available return, refund, or support process.
Identify the product involved.
Select or explain the reason for your complaint.
Include a clear description of what went wrong.
Provide photographs or videos where relevant.
Submit the request through an authorized Rootsy channel.
You can also contact Rootsy Customer Support:
Support Centre: https://support.rootsy.ca/support/home
Email: support@rootsy.ca
Include your order number so the team can identify your purchase.
5. How Long Do I Have to Report a Problem?
Rootsy's standard return-request window is generally 14 days from delivery, subject to the applicable product conditions, policies, and consumer protection rights.
Report damaged, defective, incorrect, or materially misdescribed products as soon as possible after discovering the issue.
Some circumstances may qualify for an exception or a remedy under applicable law, even where a standard return period or final-sale restriction would otherwise apply.
Do not wait until the deadline if your product has arrived damaged or unsafe.
6. What Happens After I Submit My Complaint?
After you submit your complaint, the matter may be reviewed by the seller and Rootsy.
The review may involve:
Your original order details.
The product listing and specifications.
Photographs or videos you submitted.
Shipping and tracking information.
Seller fulfilment records.
Relevant customer communications.
Other evidence necessary to assess the issue.
Under Rootsy's Refund & Dispute Resolution Policy, sellers must generally respond to return requests within 48 hours.
If a seller does not respond within the required timeframe, Rootsy may make a decision using the available evidence.
The time needed to complete an investigation depends on the circumstances.
7. What Happens If My Product Arrived Damaged?
If your item arrived damaged:
Stop using it if the damage creates a safety concern.
Keep the product and packaging.
Photograph the damage.
Review the original order.
Report the issue through Rootsy.
Follow any return or inspection instructions provided.
Rootsy may examine whether the damage relates to packaging, product condition, carrier handling, or another cause.
Depending on the outcome, you may qualify for an approved return, refund, replacement, or another appropriate resolution.
8. What Happens If My Product Is Defective?
A product may be defective if it does not work correctly or does not meet the functionality described in its listing.
If you receive a defective product:
Review the product instructions, where safe and appropriate.
Stop using the product if it appears unsafe.
Document the defect.
Submit a complaint through Rootsy.
Provide any requested photographs, videos, or product details.
Follow the applicable review process.
Depending on the circumstances, Rootsy may determine that a return, replacement, partial refund, full refund, or another resolution is appropriate.
Do not attempt repairs that could create a safety risk or interfere with an investigation.
9. What If I Received the Wrong Product?
If you received a product different from what you ordered:
Review the original order confirmation.
Compare the product, size, colour, and other options.
Photograph the incorrect item.
Keep its packaging and accessories.
Contact Rootsy Customer Support.
Follow the instructions provided for correction or return.
If the mistake was caused by the seller, the seller may be responsible for applicable return or replacement shipping costs.
Do not independently ship the incorrect product to an unverified address.
10. What If My Personalized Product Is Incorrect?
Personalized products may have special restrictions on change-of-mind returns.
However, these restrictions do not automatically prevent a remedy when the seller makes an error.
For example, you may have grounds for review if:
The wrong name was printed.
The seller used an incorrect design.
The final product does not match the submitted customization.
The product arrived defective or damaged.
The finished item materially differs from its description.
When reporting the issue, include the original personalization instructions and photographs of the finished product.
Rootsy may compare the instructions submitted at purchase with the item delivered.
11. Are Final-Sale or Non-Returnable Products Covered?
Some products on Rootsy may be marked Not Returnable or Final Sale.
Examples may include personalized products, digital downloads, perishables, and certain hygiene products.
These restrictions may prevent ordinary change-of-mind returns.
However, a final-sale designation does not automatically remove applicable rights when a product is defective, damaged, incorrect, unsafe, prohibited, or materially misdescribed.
Contact Rootsy Support if you believe a product marked non-returnable qualifies for a remedy.
12. Will I Have to Pay Return Shipping?
Return shipping costs depend on the reason for the return.
If Rootsy determines that the problem is seller-responsible, such as an incorrect product, defect, materially inaccurate listing, or another qualifying seller error, the seller may be responsible for return shipping costs.
For eligible buyer-preference returns, different shipping charges and disclosed processing fees may apply.
Follow the return instructions provided for your case.
Do not purchase a return label or send the product back before receiving authorized instructions.
13. What Happens If My Return Is Approved?
If Rootsy approves your return:
Review the return instructions.
Confirm the authorized return destination.
Use the return label or shipping method provided or approved.
Package the product appropriately.
Include required accessories and components.
Dispatch the return within the applicable timeframe.
Keep your shipping receipt or tracking number.
Approved returns generally must be shipped back within seven days of return approval.
Return approval does not necessarily guarantee final refund approval. The item may need to be inspected after it is received.
14. Will I Receive a Refund or Replacement?
Possible outcomes depend on the nature of the issue and the applicable Rootsy policies.
Rootsy may authorize:
A full refund.
A partial refund.
A replacement, where available and appropriate.
An approved return.
Another suitable resolution.
Not every complaint results in the same remedy.
Rootsy may review the product condition, seller responsibility, available evidence, and other relevant circumstances before reaching a decision.
15. How Long Does a Refund Take?
Rootsy generally processes approved refunds within 14 business days of refund approval.
This does not necessarily mean that the money will appear in your bank account within the same period.
Your payment provider, card issuer, or bank may need additional processing time.
Refunds are generally issued to the original payment method, subject to applicable terms and available payment-processing options.
16. What If the Seller Does Not Respond?
If the seller does not respond to an eligible return request within the required timeframe, Rootsy may review the available evidence and make an appropriate decision.
Keep your complaint reference and supporting documents available.
If you have not received an update or need clarification, contact Rootsy Customer Support.
17. What If I Disagree With the Decision?
If you believe an outcome is incorrect:
Review the explanation provided.
Identify the part of the decision you disagree with.
Gather any additional evidence.
Contact Rootsy Customer Support.
Explain your concern clearly.
Follow the applicable dispute review or escalation process.
Rootsy may review product information, shipping records, photographs, communications, and other relevant evidence.
Applicable consumer protection rights remain in effect.
Frequently Asked Questions
What should I do if my Rootsy product arrives damaged?
Keep the item and packaging, take clear photographs, and report the issue through Rootsy as soon as possible.
How long do I have to report a damaged or incorrect product?
The standard return-request window is generally 14 days from delivery, subject to applicable exceptions and legal rights.
Can I return a defective product marked Final Sale?
A final-sale classification does not automatically exclude remedies for defective, unsafe, materially misdescribed, or otherwise qualifying products.
What if I received the wrong colour or size?
Compare the delivered product with your order details and report any seller-related error through Rootsy.
Will Rootsy send me a replacement?
A replacement may be an available resolution depending on the circumstances, seller availability, and the outcome of the review.
Who pays for return shipping if the seller made a mistake?
The seller may be responsible for applicable return shipping costs when Rootsy determines the issue is seller-responsible.
How quickly must the seller respond?
Sellers must generally respond to return requests within 48 hours.
Do I need to return a damaged product?
Rootsy may require the item to be returned or inspected. Follow the instructions provided for your case.
How long do I have to ship an approved return?
Approved returns generally must be shipped within seven days of approval.
Will I receive a full refund?
A full refund may be available, but the amount and resolution depend on the circumstances, evidence, and applicable policies.
What if a personalized product has the wrong name?
Submit a complaint with the original customization instructions and photographs of the finished product.
Can I report a product that may be unsafe?
Yes. Stop using the product if necessary and contact Rootsy Support promptly with the relevant information.
What if my complaint remains unresolved?
Contact Rootsy Support and request further review through the applicable dispute resolution process.
Related Help Articles
For additional assistance, see:
How to Report an Order Problem on Rootsy — Orders, Shipping & Returns → Order Problems and Disputes.
How to Request a Return on Rootsy — Orders, Shipping & Returns → Returns, Refunds and Cancellations.
How Long Do Rootsy Refunds Take? — Orders, Shipping & Returns → Returns, Refunds and Cancellations.
Need Help With a Product Problem?
Rootsy Customer Support can assist with damaged, defective, incorrect, incomplete, or materially misdescribed products.
Support Centre: https://support.rootsy.ca/support/home
Email: support@rootsy.ca
When contacting support, include your order number, product name, description of the issue, and relevant photographs or videos.
Do not share passwords, one-time verification codes, or payment card security codes.
Rootsy — Stronger Together, Locally Rooted.
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