EXCHANGE AND RETURN POLICY
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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.
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).
How to return or exchange
Returns or exchanges can be made in-store or online.
In-store returns and exchanges can be made at any Roots store in Canada or the US. Click here to find a store near you.
Online returns and exchanges can be shipped back to us. (For US orders click here).
The following information must to process your return or exchange:
- First & Last Name
- Order Number
- Phone Number
- Email Address (used to place your order)
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 - Returns Department
6170 Edwards Blvd.
Mississauga, ON, L5T 2V7
Returns for orders placed with credit card, roots gift card or paypal
For refunds or price adjustments, we only credit the original method of payment used to make the purchase. Please allow up to two billing cycles for the credit to appear on your statement.
Note: Purchases made with a Roots Gift Card or eGift Card will be processed on a new gift card.
Credit Card: Refund will immediately be sent to the issuing bank for processing. Generally, this can take up to 7 days depending on the banking institution.
Roots Gift Card: Refund will be processed on a new Roots Gift Card or eGift Card. (Note: Processing time for eGift Card can take up to 7 days).
PayPal: If PayPal balance or bank account was used, the amount will immediately be refunded back to your PayPal account.
Returns for orders with a gift receipt
Gift Recipient Return: Receive an exchange or refund for the value paid in the form of a store credit onto a Roots Gift Card within 30 days of purchase. Cash will not be issued.
Gift Buyer Return: To receive a refund to your original method of payment Gift Buyer must present order confirmation email or visit roots.com/myorder to obtain original receipt.
Final sale merchandise
No refunds, credits or exchanges on the following:
- Any items ending in $0.87 or $0.98
- Any sale item included in an additional percentage off promotion
- Custom or Personalized orders
- Gift cards
- Limited Edition or Charitable item
Roots offers a one-time only price adjustment on items purchased at regular price within 7 days of purchase. We may run promotions where a price adjustment will not be available. If a price adjustment is not available on any given promotion it will be stated in promotion terms and conditions.