Exchange and Return Policy
Roots will gladly exchange or refund items within 30 days of purchase with an original receipt. Items must be in their original state: unwashed, unworn, unaltered, and must have all tickets attached.
Roots.com or Shipped from Store merchandise may be returned or exchanged with original receipt within 30 days after receiving the package. All returned merchandise will be refunded in the original form of payment.
Returned merchandise that was originally paid for by alternate tenders (i.e. Gift Certificates etc.) other than cash, debit or credit card will receive an exchange or refund in the form of a store credit onto a Roots Gift Card. Cash will not be issued. Roots gift card purchases are FINAL and may not be redeemed for cash.
Returns with gift receipts
Within 30 days of the date of purchase, receive an exchange or refund for the value paid in the form of a store credit onto a Roots gift card. Cash will not be issued.
Final sale merchandise
No exchanges or returns on final sale merchandise ending with 0.87 and 0.98. Gift Cards, jewellery, swimwear, limited edition merchandise, custom orders and personalized orders are also final sale.
To protect our customers from fraudulent activity, Roots reserves the right to request valid photo ID for the purposes of validating customer information when processing a return or exchange.
For more information, please contact Roots Customer Service at 1-888-30-ROOTS (76687), or email firstname.lastname@example.org.
Return to Store
Returns can be made at any Roots Store location in Canada or the US. See Store Locator
If you are shipping your return:
Please send as much information with your return as possible including the name, phone number and address where the order was sent and/or billed to, email address or credit card used to purchase the item along with your receipts. Please pack and seal your return securely using an insured carrier service. Your shipment must be sent prepaid. We do not accept C.O.D. deliveries.
Send your package to:
Roots.com Canada – Returns Department
9133 Leslie Street, Unit #120
Richmond Hill, ON
Credit Card, PAYPAL & Interac Online Refunds
For refunds or price adjustments, we only credit the original account used to make the original purchase. Please allow up to two billing cycles for your credit to appear on your statement.
For purchases through PayPal, if:
PayPal balance or bank account was used, the amount will immediately be refunded back to your PayPal account.
Credit card was used, the refund will immediately be sent to the credit card company for processing. Generally, this can take 1-7 days depending on the credit card company. Please allow up to two billing cycles for your credit to appear on your statement.
Roots.com offers a one time only price adjustment on items purchased at REGULAR price within 7 days of invoice with your original invoice. Please include a note indicating the item and its new price.
From time to time we may run promotions where a price adjustment will not be available. If a price adjustment is not available on any given promotion we will state that fact on roots.com Canada.
Send your original invoice postmarked no later than 14 days of invoice to:
Roots.com Canada - Price Adjustments
9133 Leslie Street,
Unit #120 Richmond Hill, ON
Please note we cannot accept photocopied invoices or packing slips and we will only credit the credit card used for the original purchase.