1. Worldwide Free Shipping We offer free shipping worldwide. Please double-check your full shipping address before completing payment. We strongly recommend leaving a valid phone number for courier contact. Kindly provide an active email address and monitor your inbox after purchase; we will send order updates, tracking information and policy notices to this email.

2. Processing Time Orders are generally shipped out within 24 hours once payment is verified. This processing time excludes Saturdays, Sundays and official national holidays.

3. Shipping Carriers & Delivery Time All worldwide orders are shipped for free via UPS, DHL Express or EMS. Typical delivery time is 7–10 business days. Delivery timeline may vary based on destination country, local customs clearance, public holidays and unexpected circumstances out of our control. Minor delays occasionally happen, and we appreciate your patience.

4. Tracking Information Once your parcel is dispatched, we will send your unique tracking number to your registered email as soon as it becomes available. Note: We arrange gift packaging for all orders to help simplify customs clearance. Customs duties are not guaranteed to be fully exempt and depend on your local import regulations.

5. Spam Email Reminder If you do not receive your 10-digit tracking number within 3 business days after checkout, please check your spam or junk folder. If you still cannot locate it, contact our customer support team for tracking assistance.

Return Policy

At rootscanadastore.com, we aim for full customer satisfaction. Please read the rules below before submitting any return or exchange request.

Important: You must contact us to obtain the valid return address and RMA number before sending items back. Returns without prior approval will not be processed.

1. All returned goods must be in original condition: unworn, unwashed, unaltered, undamaged and with all original tags, labels and packaging intact. Used, stained, washed or missing-tag items are not eligible for return or exchange.
2. You may apply for a replacement within 30 days from the order ship date for the two scenarios below:
   • We shipped the wrong item (rare occurrence)
   • Item arrived damaged in transit After your Return Merchandise Authorization (RMA) is approved, we will arrange a replacement and send a prepaid return envelope for the wrong or damaged goods. You may also choose to combine the replacement with your next new order to save extra shipping cost.
3. For large bulk orders, we reserve the right to request photos or sample returns of defective/wrong items. Specific requirements will be stated together with your RMA instruction.
4. If you return correctly shipped items due to change of mind, a 15% restocking fee will be deducted from your refund. Original shipping and handling fees are non-refundable.
5. For change-of-mind returns or exchanges, you are responsible for all return shipping charges and outbound shipping fees for the new item. We highly suggest you select a trackable shipping service with insurance to avoid loss during transit.
6. Only send returned packages to the official return address we send you by email. Do not ship returns to the original shipping warehouse address.

Exchange Policy

1. Color exchanges are available within 30 days from the original dispatch date. Please send us your Order ID to start the exchange process, and our support team will guide you.
2. If you want to exchange for a different style, you will need to return the current item for a refund following our return policy, then place a brand-new order for the style you prefer.
3. All exchange items must be unused, unmodified and keep all original tags attached. Contact us for approval before sending anything back.
4. You cover the return postage and the shipping & handling cost for the exchanged item sent back to you. Shipping fees are non-refundable. Tracking and insurance are recommended for your protection.

Refund Policy

1. Unopened and unused merchandise can be returned for a refund within 30 days after the order ships.
2. If you find the item is wrong or damaged after opening the package, we will arrange a replacement instead of a refund; please refer to the replacement section in the return policy.
3. Approved refunds will only cover the product purchase price. Shipping, handling and delivery fees are excluded and will not be refunded.
4. Refunds will be processed within 3–5 business days after we receive and inspect your returned parcel. The refund will go back to your original payment method. The arrival time of funds depends on your bank or payment provider.

Our Quality Guarantee

rootscanadastore.com stands behind the quality and workmanship of all Roots apparel, footwear, leather goods and accessories we sell. Your satisfaction is our top priority. If you are unsatisfied with your purchase, contact our support team within 10 days after delivery to arrange a return for unopened goods. We offer options of full refund, store credit or exchange, subject to policy terms.

Damaged Shipments

Please inspect your package immediately upon delivery. Notify us within 10 days of receipt if your items are damaged during shipping. We will promptly send a replacement and provide instructions for returning the damaged goods.

Defective Products

If any product from rootscanadastore.com has manufacturing defects, we will replace the item free of charge after verification.

Exclusions & Final Sale Notice

• Final sale, clearance items, promotional flash-sale goods and personalized custom products are non-refundable and non-exchangeable.
• Normal wear, improper care, accidental damage, wrong size selection and dissatisfaction caused by personal color preference are not covered by our guarantee.
• We are not responsible for delays, extra customs fees or import taxes imposed by your local customs authority.

Customer Support

If you have questions about shipping, tracking, returns, exchanges or product details, feel free to reach out to our support team anytime. We will reply to your message within 24 hours on business days.