Having trouble with a Rootsy order? Perhaps a product is missing from your package, delivery was unsuccessful, or an earlier complaint remains unresolved.

Rootsy connects buyers with independent Canadian sellers and provides customer support for order-related concerns.

This guide explains how to troubleshoot common delivery and fulfilment problems, gather supporting information, and request further assistance when an issue remains unresolved.

1. What Types of Order Problems Can I Report?

You can contact Rootsy Customer Support about problems such as:

• One or more items missing from a delivered package.

• An incomplete order or missing accessories.

• A package marked Delivered that you cannot locate.

• An unsuccessful delivery attempt.

• A package being returned to the sender.

• Incorrect or incomplete shipping information.

• A shipment that is delayed or appears lost.

• A seller who has not responded to a return or fulfilment concern.

• An unresolved refund or return request.

• A complaint that requires additional review.

The information required and the available resolution will depend on the issue.

2. What If an Item Is Missing From My Package?

If you received a package but one or more products are missing:

1. Review your Rootsy order details.

2. Confirm which products were included in the purchase.

3. Check whether the items were shipped separately.

4. Inspect the package and packing materials.

5. Compare the received items with the order confirmation.

6. Contact Rootsy Support if an item is still missing.

When reporting the issue, provide your order number, the missing product's name, and photographs of the package and contents where relevant.

Important: If products came from different sellers, they may arrive in separate shipments. A missing item from one parcel does not necessarily mean it was omitted from the entire order.

3. What If My Package Is Missing Accessories or Components?

Some products are sold with multiple parts, accessories, or included components.

If something is missing:

• Review the product description.

• Check the original packaging carefully.

• Confirm which accessories were advertised as included.

• Document the missing components.

• Contact Rootsy Support with the relevant order details.

Photographs of the received contents and product packaging may help the seller or Rootsy investigate.

Depending on the circumstances, an appropriate resolution may involve supplying the missing component, replacing the product, issuing an eligible refund, or another permitted remedy.

4. What If Tracking Says Delivered but I Haven't Received My Package?

If your shipment is marked Delivered but cannot be located:

1. Review the latest tracking details.

2. Confirm the shipping address.

3. Check your mailbox, front entrance, parcel locker, or designated delivery area.

4. Ask household members or authorized recipients whether they accepted the package.

5. Check with your building's reception or concierge, where applicable.

6. Review any available carrier delivery notice or photograph.

7. Contact Rootsy Support if the parcel remains missing.

Rootsy may coordinate an investigation using tracking records, delivery confirmations, seller records, and information you provide.

A Delivered tracking status does not automatically guarantee a refund or replacement. Each case is assessed according to the circumstances, evidence, applicable policies, and legal rights.

5. What If the Delivery Attempt Was Unsuccessful?

A carrier may be unable to deliver a parcel because:

• The recipient was unavailable when required.

• A signature or other delivery requirement could not be completed.

• Building access was restricted.

• The shipping address was incorrect or incomplete.

• The delivery location was inaccessible.

• Another delivery-related issue occurred.

If tracking indicates an unsuccessful delivery attempt:

1. Review the carrier's tracking information.

2. Check for a delivery-attempt notice.

3. Follow any authorized carrier instructions.

4. Check whether another attempt or a pickup option is available.

5. Contact Rootsy Support if the problem continues.

Do not assume that a failed delivery attempt automatically cancels the order.

6. What If My Package Is Returned to the Seller?

A shipment may be returned to its sender because of an address problem, unsuccessful delivery attempts, delivery refusal, or another carrier issue.

If your package is marked Returned to Sender:

1. Review the carrier tracking history.

2. Check the reason provided for the return, if available.

3. Contact Rootsy Customer Support.

4. Provide your order number and tracking number.

5. Explain any relevant delivery circumstances.

6. Wait for authorized instructions about the next steps.

Depending on the circumstances and applicable policy, possible outcomes may include reshipment, cancellation review, refund review, or additional investigation.

Charges for return shipping, reshipment, or related services may apply where permitted by law and the applicable terms.

7. What If I Entered an Incorrect Shipping Address?

If you notice an address error, contact Rootsy Support as soon as possible.

Provide your order number and explain which details need correction.

Whether the address can be changed depends on the order's fulfilment stage and the relevant shipping arrangements.

Updating your saved account address does not necessarily change the shipping address on an existing order.

Where an incorrect or incomplete buyer-provided address causes an unsuccessful delivery, return, or reshipment, certain additional charges may apply under Rootsy's policies and applicable law.

8. What If My Shipment Is Delayed or Appears Lost?

Shipping delays can result from seller preparation, carrier operations, severe weather, address issues, or other circumstances.

To investigate:

1. Review the shipping information for the affected order.

2. Check the latest available tracking status.

3. Compare it with the estimated delivery timeframe.

4. Look for carrier exceptions or delay notifications.

5. Contact Rootsy Support if the shipment appears stalled or missing.

Rootsy may coordinate with the seller, logistics provider, or carrier where appropriate.

Carrier investigations and reimbursement decisions depend on the applicable circumstances and supporting evidence.

9. What If the Seller Has Not Responded?

If you've contacted a seller about an order concern but have not received a response, contact Rootsy Support.

Include:

• Your order number.

• The affected product.

• A description of the issue.

• The date of your original request.

• Relevant communications.

• Supporting photographs or documents, where applicable.

Under Rootsy's Refund & Dispute Resolution Policy, sellers are generally required to respond to return requests within 48 hours.

If the seller does not respond within the applicable timeframe, Rootsy may assess the request using the available evidence.

This response requirement does not guarantee that every complaint investigation will be completed within 48 hours.

10. What If My Return or Refund Complaint Is Still Unresolved?

If you have already submitted a return or refund request and need an update:

1. Review any correspondence or case information you have received.

2. Confirm whether your return or refund has been approved.

3. Check whether additional information has been requested.

4. Provide any outstanding documentation.

5. Contact Rootsy Support with your existing case details.

For approved refunds, Rootsy's policy generally provides for processing within 14 business days of refund approval, although banks and payment providers may require additional posting time.

A submitted return request, an approved return, and an approved refund are separate stages of the process.

11. How Do I Escalate an Unresolved Complaint?

If your order concern cannot be resolved through the initial support process, you may request further review.

When contacting Rootsy:

1. Provide your order number.

2. Refer to your existing complaint or support correspondence.

3. Describe the outcome you are seeking.

4. Explain why the problem remains unresolved.

5. Submit any additional relevant evidence.

6. Ask about the appropriate dispute resolution process.

Rootsy may review the order, seller response, product listing, shipment details, payment records, and other relevant information.

The Refund & Dispute Resolution Policy provides for an informal dispute resolution process, subject to the applicable terms and legal rights.

12. What Evidence Should I Keep?

The evidence needed depends on the problem.

Useful information may include:

• Order confirmation.

• Order number and product details.

• Tracking number and carrier status.

• Delivery confirmation or photographs.

• Images of damaged packaging.

• Photographs of the items received.

• Records of missing accessories.

• Relevant seller communications.

• Return shipping receipts.

• Refund or cancellation correspondence.

Keep the original packaging where relevant until the matter has been reviewed.

Providing accurate and complete information helps Rootsy assess your complaint.

13. Can I Receive a Refund or Replacement?

A refund or replacement may be an available resolution depending on the circumstances.

Possible outcomes include:

• Full refund.

• Partial refund.

• Replacement, where available.

• Return approval.

• Additional shipment or fulfilment investigation.

• Another appropriate resolution.

Eligibility depends on the evidence, product condition, seller responsibility, applicable marketplace terms, and consumer protection rights.

Reporting a problem does not automatically guarantee a refund or replacement.

14. What If Only One Seller's Products Have a Problem?

Rootsy supports purchases from multiple independent sellers.

Each seller may be responsible for different products and shipments.

If your complaint affects only one seller's items:

1. Identify the affected products.

2. Provide the corresponding shipping details.

3. Explain which items were delivered successfully.

4. Report the problem with the outstanding or incorrect items.

Rootsy may assess the affected portion of the transaction separately.

An issue involving one seller does not necessarily affect the other products in your purchase.

15. What If I Disagree With the Resolution?

If you disagree with a decision:

1. Review the explanation provided.

2. Identify any information you believe was overlooked.

3. Gather additional relevant evidence.

4. Contact Rootsy Support.

5. Request clarification or further review through the available process.

Rootsy evaluates disputes in accordance with its policies, the relevant evidence, and applicable law.

Your statutory consumer protection rights remain in effect.

Frequently Asked Questions

What if my package arrived but one item is missing?

Check whether the item was shipped separately, then report the missing product to Rootsy Support.

What if my product is missing an accessory?

Review the original listing, document the missing component, and contact Rootsy Support.

What if tracking says Delivered but I cannot find my package?

Check the delivery details and usual receiving areas, then report the issue if the package remains missing.

Will Rootsy automatically refund a missing package?

Not necessarily. The outcome depends on the investigation, evidence, applicable policies, and legal rights.

What if the carrier could not deliver my order?

Review the carrier's instructions and contact Rootsy Support if additional assistance is required.

Can a returned-to-sender package be shipped again?

Reshipment may be possible depending on the circumstances and applicable shipping arrangements. Additional charges may apply.

Can I correct my shipping address after ordering?

Address corrections depend on the order's fulfilment stage. Contact Rootsy Support promptly.

What if the seller does not respond to my complaint?

Contact Rootsy Support with your original request and supporting evidence.

How long does the seller have to respond to a return request?

Sellers are generally required to respond to return requests within 48 hours.

What if my refund has not appeared?

Confirm refund approval, review the processing timeframe, and contact Rootsy Support if you need assistance.

Can I escalate an unresolved complaint?

Yes. Contact Rootsy Support and ask about the appropriate further review or dispute resolution process.

What if only one item in my multi-seller order has a problem?

Report the specific product and seller involved. Other items may continue through their normal fulfilment process.

Related Help Articles

For additional guidance, see:

• How to Report an Order Problem on Rootsy — Orders, Shipping & Returns → Order Problems and Disputes.

• What to Do If Your Product Arrives Damaged, Defective or Incorrect — Orders, Shipping & Returns → Order Problems and Disputes.

• How Rootsy Handles Buyer-Seller Disputes — Orders, Shipping & Returns → Order Problems and Disputes.

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

• Understanding Multiple Shipments and Deliveries From Different Rootsy Sellers — Orders, Shipping & Returns → Order Tracking and Delivery.

Need Help With an Order Problem?

If an item is missing, your delivery failed, or an earlier complaint remains unresolved, Rootsy Customer Support can help you understand the appropriate next steps.

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

Email: support@rootsy.ca

Please provide your order number, the affected product, a description of the issue, and relevant supporting evidence.

For your security, never share passwords, one-time verification codes, or complete payment card information.

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