WE’RE IN THIS TOGETHER: COVID-19 FAQ
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We’re in This Together
Our highest priority is the health and safety of our customers, our team and our community. The impact of COVID-19 continues to evolve and we are continuing to do our utmost to navigate the situation.
As we try to keep you informed as much as possible, please see the below information about our stores and how this could impact your order. We will continue to update you via email. If you need further assistance or have any questions, you may also contact our Customer Care team by calling 1-800-208-0521 or through LiveChat on our website.
Store Experience & Details
We have begun the process of reopening our stores, where permitted. See below chart for more information regarding store accessibility and services offered.
Our priority is to provide a safe and comfortable shopping experience with us. An outline of the safety measures we will be implementing across our stores is listed below:
- We have increased cleaning and sanitization protocols, including installing hand sanitization stations for customers and employees;
- Our employees will be using Roots reusable face masks in stores in accordance with regional guidelines and mandates;
- We are taking steps to allow for physical distancing, such as limiting the number of people in a store at any given time and modifying the fitting room experience;
- We are encouraging contactless payment as well as emailed receipts at all open locations; and,
- We have adjusted our hours of operation.
*To be updated as provincial and state government announcements are made. For any other questions, please visit our FAQ.
We are also further enhancing our overall shopping experience, as we remain committed to providing you with the high level of service that we pride ourselves on, regardless of how you prefer to shop with us. These enhancements include:
- Contactless curbside pick-up at select locations (see our store locator for an up-to-date listing for a store near you);
- New shipping methods that offer enhanced order tracking and faster service;
- An extended return policy of 45 days after our stores reopen to the public, with returns and exchanges beginning to be accepted five days after a store opens (curbside pick-up only stores are not able to accept returns at this time); and,
- A perfectly personal Roots shopping experience that you can use in the comfort of your own home by booking an online appointment with one of our personal shoppers.
Please note our head office remains temporarily closed until further notice.
We continue to monitor and follow the guidelines set by all levels of government as well as the World Health Organization.
We Are Here to Help
Please see some frequently asked questions below. If your question isn’t answered, feel free to reach out to our Customer Care team here.
Can I still place orders online?
We are still accepting and fulfilling customer orders on our website in accordance with business guidelines from various levels of government across Canada. The health and safety of our customers and our team are of utmost importance. We will continue to follow and practice safety guidelines in all aspects of the handling and shipping of your order, with strict cleaning and package handling protocols in place.
You may book an appointment with a dedicated Roots Advisor to shop through video chat or contact our Customer Care team should you need support.
Will my online order be delayed?
We are still accepting and fulfilling customer orders on our website in accordance with business guidelines from various levels of government across Canada. The health and safety of our customers and our team are of utmost importance. We will continue to follow and practice safety guidelines in all aspects of the handling and shipping of your order, with strict cleaning and package handling protocols in place. This may result in shipping delays as we take extra precautionary measures.
Have the shipping times for online orders changed?
We have adopted new physical distancing practices to keep our employees safe. Please allow up to five days for us to process your order. Because of high volumes and additional safety measures Canada Post, (FedEx) and our international carriers are experiencing delays. To receive shipping updates please register for notification on the carrier website using your shipment tracking number.
How can I cancel or adjust my order?
Unfortunately, we do not have the ability to change or adjust orders once they have been placed at the moment. If you are having questions about your purchase don’t worry you will be able to exchange or refund your online order up to 45 days after stores open or you can ship your order to our warehouse. You can find out how here
When I track my order, I am just seeing ‘Electronic information
submitted by shipper’
This means we have created a shipping label for your order and either your order is waiting to be picked up by our partner carrier or it has been picked up and your package has not yet been processed.
Canada Post is advising us of delays up to 7 days at some of their processing locations. If you register for updates on the carrier website using your shipment tracking number, you will receive the most up to date information about the progress of your shipment.
I’m looking to edit the address on my order.
Once an order is placed, we are unable to edit or make changes. Occasionally we are able to able to work with our carrier to update the address. Our ability to update will depend on the status of your shipment. Please start a chat with us and we will see what we can do Monday to Friday 9am to 6pm EDT.
My order has shipped but seems to be delayed.
Canada Post, FedEx and our International courier partners are experiencing much higher volume than normal, additionally they have also implemented processes to keep their employees and their communities safe. This will contribute to delays. Please register for shipping notifications on your carrier website using the shipment tracking number provided to you for the latest details.
When will the stores re-open?
The health and safety of our customers and our team are extremely important to us. We will continue to monitor the situation and re-open our stores when it has been deemed safe to do so. In the meantime, our Customer Care team is here to assist you.
What is your return policy now that the stores are closed?
Returns cannot be taken at stores offering Curbside Pickup at the present time due to local regulations and company precautions surrounding Covid-19. We will accept returns at stores up to 45 days once fully re-opened. We reserve the right to modify these dates.Please hold on to your unwashed, unworn items until these restrictions are lifted. We are watching for updates and will allow returns once we are permitted and deem it is safe to do so.
Please continue to hold onto your item(s) until then, or you may ship your online order back to us. Please use a trackable method to mail your online order back.
I made a purchase in-store before the store was closed but now, I
want to return it. How do I process a return?
If your purchase was made on or after February 15, you’ll be able to return your purchase to a local store five days after the store opens. You will have up to 45 days after the store reopens. Timing may change store by store, so we encourage you to contact your local store for details.
At this time stores open for curbside pick-up only will not be accepting returns.
When will my online return be processed that I shipped?
We are processing returns 21-30 business days after they are received at our warehouse.
Our extra efforts to ensure the safety of our team and our community includes limiting the number of people working at any given time which may cause delays. If you have not received confirmation of a return within 21-30 business days from the time your package was received by our warehouse, please start a chat with us. Monday to Friday 9am to 6pm EDT
I placed a ‘Ship to Store’ order, how can I get my item?
If you require your item before the stores re-open, please contact our Customer Care team. If possible, we will arrange to have your item(s) shipped to you. Alternatively, we will safely hold all orders until store operations resume.
I have a package that I returned to your head office.
If you have sent a package to our head office, please anticipate some delays with these being processed. Packages will be held securely until we can process them.
What can I do with my Roots leather item that needs repairs?
We have temporarily closed our leather factory due to recommended guidelines. Please hold on to your leather items that may need repairs until we have re-opened. If you have a leather repair that has already been sent in, please contact our Customer Care team and they will be able to help you.