EXCHANGE AND RETURN POLICY

  • Our Policy

    Roots will gladly exchange or refund qualified items purchased up to 30 days after the purchase date with an original receipt. Items must be in their original state: unwashed, unworn, unaltered and must have all tickets attached. Not applicable on final sale items.

    STORES OFFERING CURBSIDE PICKUP SERVICES WILL NOT BE OFFERING RETURNS OR EXCHANGES.

    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, jewelry, swimwear, limited edition or charitable items.

    Online purchases made on Roots.com or Shipped from Store merchandise may be returned by mail with an original receipt within 30 days after receiving the package. We are unable to process exchanges by mail at this time. Should you wish to return your items to a Roots store location, you may do so within 30 days of reopening. All returned merchandise will be refunded in the original form of payment.

    If you are Roots Family pass member, remember to check out your special return benefits.

    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.

    All returns and price adjustments are subject to validation and approval at Roots’ discretion.

    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 our Customer Service Team locally at 647-799-2694 or toll free at 1-888-30-ROOTS (76687).

  • HOW TO RETURN or EXCHANGE IN-STORE PURCHASES

    Please note that we are unable to process exchanges by mail at this time. If you would like to exchange an item, please send your item in by mail for a return and then re-order your new item. Alternately, you can hold on to the item until our stores re-open and you may exchange in person up to 30 days after your local store re-opens.

    PURCHASES MADE IN A ROOTS LOCATION:

    Qualifying items purchased at a Roots store location, can be returned or exchanged up to 30 days after its original purchase date. Items must be in their original state: unwashed, unworn, unaltered and must have all tickets attached. Not applicable on final sale items. Click here to find a store near you.

    Purchases made in a Roots Store location cannot be mailed in and will be returned to sender. If you need further assistance, please contact our Customer Service Team locally at 647-799-2694 or toll free at 1-888-30-ROOTS (76687).

  • HOW TO RETURN ONLINE OR SHIPPED PURCHASES

    RETURN TO A ROOTS STORE: Purchases made on Roots.com or orders placed in a Roots location and shipped to you can be returned or exchanged at any Roots store in Canada or the US with a valid order number or confirmation email. Returns or Exchanges must be initiated within 30 days of received shipment.

    RETURN BY MAIL: Purchases made on Roots.com or orders placed at a Roots location and shipped to you can be mailed back to us for return. (For US orders click here).

    Returns must be initiated within 30 days of received shipment. When returning multiple orders, to ensure your return is processed correctly. Please follow the instructions below for each corresponding order you are returning items from.

    To return your order by mail you must include a printout of the following information in your package. You may print a copy of your online receipt from (here). If you cannot print your return details, clearly write out your information on a sheet of paper. Without this information, we are unable to process your refund and your package will be mailed back to you:

    1. First & Last Name
    2. Order Number(s)
    3. Phone Number
    4. Email Address (used to place your order)

    Your reason for the return – use one of the reason codes below

    Return Reason Codes:

    1. Changed My Mind
    2. Colour or Style Not What Expected
    3. Damaged During Shipment
    4. Defective
    5. Dissatisfied With Product
    6. Found A Better Priced Item
    7. Ordered Wrong Colour
    8. Received Wrong Item
    9. Returning a Gift
    10. Size Too Big
    11. Size Too Small

    Please pack and seal your return securely using an insured carrier service. We do not accept C.O.D. deliveries.

    Send your package to:
    Roots - Returns Department
    6170 Edwards Blvd.
    Mississauga, ON, L5T 2V7

  • How To Return A Gift

    With Original Receipt: Returns made with the original receipt will be refunded to the original method of payment. To obtain an original receipt for online orders please visit roots.com/myorder.

    With Gift Receipt: Returns with a gift receipt must be made in a Roots location or you must contact our Customer Service Team locally at 647-799-2694 or toll free at 1-888-30-ROOTS (76687). Gift returns with a gift receipt may receive an exchange or store credit for the value paid onto a Roots Gift Card within 90 days of purchase. Cash will not be issued.

    Without Receipt: Contact our Customer Service Team locally at 647-799-2694 or toll free at 1-888-30-ROOTS (76687) for more information.

  • REFUNDS FOR ORDERS PLACED WITH CREDIT CARD, ROOTS GIFT CARD PAYPAL, APPLE PAY, MASTERPASS, VISA CHECKOUT, OR HAPPY CARDS

    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 business 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 business days).

    If a PAYPAL, APPLEPAY, MASTERPASS, VISA CHECKOUT: If PAYPAL, APPLEPAY, MASTERPASS, VISA CHECKOUT balance or bank account was used, the amount will immediately be refunded back to your PayPal account.

    Happy Cards: For any refunds processed for purchases made with a Happy Card, funds will be returned to that card.

  • 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
    • Jewelry
    • Swimwear
    • Limited Edition or Charitable item

  • Price Adjustments

    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 the promotion terms and conditions. Price adjustments will be made onto the original method of payment. All returns and price adjustments are subject to validation and approval at Roots’ discretion.

    Face masks are not eligible for any price adjustments.