Shipping policy
Order Processing
Please allow 1–3 business days for us to process, pack, and hand your order to the carrier. Business days are Monday to Friday, excluding public holidays.
Processing time depends on the item and on how many orders we're working through. During launches, sales, and peak seasons, it may run slightly longer. If your order is going to take noticeably more time than usual, we'll email you.
Processing time is separate from transit time. Total delivery time is processing plus transit.
Delivery Estimates
Once your order ships, expect it to arrive within:
- 3–7 business days for domestic orders
- 7–15 business days for international orders
These are estimates, not guarantees. Actual delivery depends on your location, the carrier, customs processing, weather, and other things outside our control.
Tracking Your Order
You'll get a confirmation email with tracking details once your order ships. Use that number to follow your package and see its estimated delivery date.
Tracking can take up to 48 hours to start updating after you receive the email — a package that shows no movement at first is usually just waiting to be scanned into the carrier's network.
Shipping Costs
Shipping costs are calculated at checkout based on your destination and the contents of your order. Any free shipping threshold or promotion will be shown in your cart before you pay.
Customs, Duties, and Taxes
For international orders, any customs duties, import taxes, brokerage fees, or other charges applied by the destination country are your responsibility and are not included in what you pay us at checkout.
Rootclub is not liable for these charges, and we cannot predict or calculate them in advance — they vary by country and by the value of the order. Please check your local import rules before ordering if you're unsure.
If a package is refused or abandoned because of unpaid customs charges, we cannot refund the shipping cost, and any refund of the item cost depends on the package being returned to us in resellable condition.
Address Accuracy and Changes
You are responsible for entering a correct and complete shipping address at checkout.
Because we process orders quickly, there is only a short window — usually around 12 hours — in which we can correct an address. If you think you've entered the wrong one, contact our customer support team immediately with your order number.
Once an order has been packed or handed to the carrier, we cannot change the address, redirect the package, or cancel the order. If it's returned to us as undeliverable, we'll contact you to arrange reshipping, though you may need to cover the second shipping cost.
Packages Marked as Delivered
Rootclub is not responsible for packages that a carrier has recorded as delivered.
Deliveries are often made by a substitute driver who doesn't know where your regular carrier leaves things, so packages turn up in unexpected places. Before contacting us, please:
- look anywhere a package might have been tucked out of sight — porches, side doors, behind planters, mail rooms, reception desks;
- check with household members, neighbours, or building management, who may have taken it in; and
- contact your local carrier or post office with the tracking number, since they can often say exactly where and when it was left.
If you still can't find it, contact us within 14 days of the recorded delivery date and we'll help you pursue a carrier claim. Requests made after 14 days can't be processed, as carriers close their own claim windows.
Packages Lost in Transit
If tracking stops updating and delivery is never recorded, the package is treated as lost rather than delivered. Contact us and we will replace it or refund you in full. Carriers usually need a package to be several days overdue before they'll declare it lost, so there may be a short wait while a claim is opened.
Damaged Packages
If your order arrives damaged, contact us within 14 days of delivery. Keep the outer packaging, all packing materials, and the item itself — carriers require these to process a claim, and discarding them may mean the claim can't be made.
Send clear photographs of the damage and of the outer box or mailer.
Incomplete or Incorrect Orders
If something is missing from your order, or you received the wrong item, email our customer support team within 14 days of delivery. Include your name, order number, a description of the problem, and a photograph of what arrived.
We'll ship the correct or missing item at no cost to you. If we can't supply it, we'll refund that portion of your order.
Delivery Timing and Occasions
We work hard to get orders out quickly, but delays happen for reasons we don't control — carrier backlogs, severe weather, customs holds, and seasonal volume among them.
We cannot guarantee delivery by a specific date, and we can't offer refunds simply because an order didn't arrive in time for a holiday, birthday, or other occasion. If you're ordering for a fixed date, please allow generous lead time and consider a faster shipping option at checkout.
Split Shipments
Orders with several items are sometimes sent in more than one package, particularly if items ship from different locations. If that happens, you'll receive separate tracking numbers. A partial delivery isn't a missing item — check whether a second tracking email arrived before contacting us.
Your Statutory Rights
Nothing in this policy limits any rights you have under consumer protection law where you live. Where local law gives you stronger rights than this policy does, those rights apply.
Contact Us
Questions about a shipment? Reach our customer support team through the contact details published on our Contact page. Please include your order number so we can look it up right away.