Exchange and Return Policy

Your satisfaction with our products is our top priority. If for any reason you are not satisfied with your purchase, you may exchange or return any unwashed or unworn items purchased from roots.com with proof of purchase within 30 days of receiving your order by sending it back to roots.com or taking your items to a Roots store located within North America. Every order comes complete with a Return and Exchange Form should you need to return your products for any reason.

If you would like to exchange or return Roots merchandise purchased from one of our stores or another retailer please return to the store where you made your initial purchase. At roots.com we are only able to process returns of merchandise purchased from roots.com.

The following policies apply only to roots.com purchases:

Exchange & Return Policy

Final Sale and Clearance Merchandise
Prices ending in .98 and .87 can be exchanged only up to 14 days after the date of shipment. 

Limited Edition and Custom Made Orders
Due to the unique nature of these products, both are final sale. Please be sure of your order before you place it.

Holiday Return Policy

All Holiday Gifts purchased from October 18th to December 24th may be exchanged or refunded with original receipt on or before January 24, 2016. Any purchases made after December 24th will follow our regular 30 day return policy with original receipt.

Exchanges

To exchange a product purchased at roots.com USA, either visit a Roots store within North America or simply fill in the Exchange and Return Form that was enclosed with your order. Include the form with your prepaid, insured package and mail to:

Roots.com Canada – Returns Department
4638 East Shelby Drive
Memphis, TN, 38118-7411
USA

To make the exchange process faster call us at 1-800-208-0521 and tell us you want a Quick Exchange. We will order and charge you for the new merchandise and send it right out to you the next business day. While you wait for your new order, send us back the original merchandise and we'll credit your account upon receipt. This way you’ll receive the item you want before it is sold out.

Returns

Within 30 days of original purchase:
Unwashed, unworn, or defective merchandise may be returned with or without a receipt up to 30 days after your receive your package. Refunds will be issued in the original form of payment for price paid for merchandise. This return may be completed by sending your items and your order form to the address below or by taking the merchandise and order form to a Roots store within North America.

If you don’t have your receipt:
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. Any refund will be credited to the original account used to place the order. If you are returning your merchandise to a store without a receipt your refund will be issued to you in a form of a credit note.

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 USA - Returns Department
4638 East Shelby Drive
Memphis, TN, 38118-7411
USA

If you have any further questions about returns, please contact one of our Roots USA Customer Care agents at 1-800-208-0521.

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.

Price Adjustments

Roots.com offers a one time only price adjustment on items purchased at REGULAR price within 14 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 USA.

Send your original invoice postmarked no later than 14 days of invoice to:

Roots.com USA - Price Adjustments
9133 Leslie Street,
Unit #120 Richmond Hill, ON
L4B 4N1

Please note we cannot accept photocopied invoices or packing slips and we will only credit the credit card used for the original purchase.