PICK UP IN STORE • Order online and pick up in store
Order online and pick up at your local Roots store
Add your item(s) to your shopping bag and continue to checkout.
At Checkout, select ‘Pick Up In Store’ for your delivery address and enter your postal code or ‘Use My Current Location’ to find the Roots store closest to you for Express Pick Up* that has your item(s) available, or the store that you’d like your order shipped to for Pick Up In Store*.
After selecting your preferred Roots store, continue to payment and we’ll send you an email confirmation with your order and shipment details. Delivery times exclude delays due to order review, processing times, weekends and holidays, sale, weather, and carrier issues.
Once your order is ready for pick up, remember to bring along your email confirmation and proof of identity to pick up your item(s)!
*Express Pick Up (previously known as Click & Collect)
Your item(s) will be ready for pick up within 4 hours at your local Roots store that has all of the item(s) available. You will receive an email confirmation that your order is ready for pick up.
*Pick Up In Store
Your item(s) will be shipped to your local Roots store via standard shipping, please allow 7-10 business days for your order to arrive. You will receive an email with the order details and tracking number.
Frequently Asked Questions
Q : When will I be charged for my item(s)?
A : For Express Pick Up, you will not be charged until the item(s) is picked up from the store. You will automatically be charged to the credit card number you provided at online checkout.
For Pick Up In Store, your order will be charged once it has shipped.
Q : How long do I have to pick up my order?
A : For Express Pick Up, once you receive the confirmation email that your items are ready for pick up, you will have seven days to retrieve your order.
For Pick Up In Store, orders are charged once they are physically shipped. Therefore, once your order ships to a store it has been fully paid for and you can pick up your order any time.
Q : After I place the order, how long will it take for my order to be ready for pick-up?
A : Express Pick Up: 4 hours.
Pick Up In Store: Standard shipping times apply, please allow 7 - 10 business days. Delivery times exclude delays due to order review, processing times, weekends and holidays, sale, weather, and carrier issues.
Q : What if I don’t want what I ordered?
A : For Express Pick Up, at the time of pick up if you decide you do not want your order, just let the sales associate know and you will not be charged.
For Pick Up In Store, standard return policy applies.
Q : Do I need to bring anything with me at time of pick up?
A : Please bring your email confirmation and proof of identity.
Q : What if someone else is picking up my order for me?
A : Please provide them with a signed copy of the email confirmation allowing them to pick-up the order in your name.
Q : Are all products available in stores?
A : No, online exclusives and select styles may vary by location.
ORDER IN-STORE • Order in-store and get delivery to your door
Can’t Find it? We can. If you can’t find your size or colour at your local Roots store, we will track it down and deliver it directly to your front door.
Frequently Asked Questions
Q : How much does it cost?
A : The minimum order for Free Standard Shipping is $35, should an order be placed under this amount a $4.50 charge will automatically apply to the order at checkout. The customer also has the option to choose Express Shipping for an additional charge.
The items in your order may be shipped separately This is because Roots may fulfill the order with items from more than one location. Regardless of the number of shipments you receive, you'll only be charged the amount that was originally provided when you placed your order. You will be charged for each item as it's shipped, but only charged for shipping once.
Q : Where is the product coming from?
A : The product will be picked and shipped from the web inventory and warehouse. Should the web not be able to fulfill the order, the order will be fulfilled from another store.
Q : Can the items be shipped to an alternative address?
A : Yes. The items can be shipped to an alternative address. Make sure to fill out the Shipping Address step accordingly. IMPORTANT! If the address has a unit# and/or buzz code, this MUST be included in the Shipping Address step on the ADDRESS LINE 2
Q : What happens if the person I am buying this for wants to return it?
A : If the person that the item is for would like to return the item. Here are the options:
• Return with on-line Gift Receipt; they will be offered a store credit or exchange for the value paid.
• Return with original receipt; the amount paid will be refunded on the original method of payment.
• Return with no receipt; they will be offered a store credit or exchange for the current in-store value.
Q : Do I have to be home when the package arrives?
A : Yes. Canada Post will require a signature upon delivery of the order.
Q : Can someone else sign for the package?
A : Yes, you may authorize another member of your household to sign for the package. The driver will request their first name for their reference.
Q : If I leave a note on my door, will Canada Post leave the item?
A : A note on the door doesn’t influence whether an item will be left at the door. If your order is less than $80 in value, the letter carrier has the discretion to “safe drop” if they feel the item can be left in a secure and/or inconspicuous location. If not, the item is carded for pick-up at the post office. Canada Post can only make a safe drop if:
• The item does not require a signature or collection of funds (duties, postage fees etc.).
• A safe place exists that is sheltered from weather and cannot be seen by passers-by (e.g. inside a porch or storm door).
Q : If no one is home to sign for the item, where does it go?
A : If there is no one home to sign for the delivery of the order, Canada Post will leave a door hanger to say they have attempted delivery. The package will go to the closest Canada Post depot/office and it will be available for pick up at the time indicated on the note.
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