Voluntary Recall

Updated 10/06/2016 - Extended voluntary product recall styles purchased between July. 2014 and Sept 2016 - Kids/Toddler/Baby category only

As a precautionary measure and as part of our longstanding commitment to the safety and satisfaction of our customers, Roots is voluntarily recalling certain baby and toddler products with snaps. This is an extension of a voluntary recall of a baby romper Roots issued on Aug. 4, 2016 and covers specific romper and other baby and toddler styles purchased between July. 2014 and Sept 2016.

Although there have not been any reported injuries, a total of three customers informed us snaps had fallen off a baby romper made by the same manufacturer. Our concern is if a snap is not secure on the product, it may pose a potential choking hazard for infants and toddlers.

Although there have not been any reported injuries, a total of three customers informed us snaps had fallen off a baby romper made by the same manufacturer. Our concern is if a snap is not secure on the product, it may pose a potential choking hazard for infants and toddlers.

A full list of recalled styles and their corresponding photos is included here.

We have already removed all affected products from store shelves and online sales. Customers who have purchased any of these will receive a full refund. (See instructions below).

Our decision to proactively extend this recall is governed by the integrity of our brand and our professional sense of caution and responsibility.

Our dedication to stringent standards in the design and making of our products is central to the ongoing success of Roots. On the extremely rare occasions we feel a product doesn’t meet our standards, we take action, especially with products for babies and toddlers.

Made by just one of our many excellent manufacturers of baby/toddler products, the items in question involve less than 5% of our total baby and toddler merchandise.

As part of the protocol for such instances, we are fully coordinating this initiative with the relevant government agency — Health Canada — and sharing this information with customers via various social channels and in our stores.

We apologize for any inconvenience this may cause and thank you for your understanding, support and loyalty to our products and our brand. We never take it for granted.

If you have purchased any Roots baby or toddler garments with snaps listed below, please return it to any Roots retail location for a full refund. No receipt required. You can also send it to Roots at: Roots Canada – Returns Department, 9133 Leslie Street, Unit #120,Richmond Hill, ON L4B 4N1

For additional information, please contact Roots Customer Service at 1-888-307-6687 or email customer_service@roots.com.

FAQ – Questions and answers about the product recall

1. What is the issue with these products?
A few customers have reported that on certain products made by one manufacturer, snaps came off, which could possibly present a potential choking hazard.

2. Why are you expanding the recall now?
We feel it’s the responsible thing to do in keeping with the integrity of our brand. We wanted to pinpoint the precise issue with the manufacturer that would have contributed to the three reported cases of snaps coming off the product. As we couldn’t sufficiently determine the cause to our satisfaction, we decided not to take any chances with baby/toddler products made by the manufacturer in question.

3. Why didn’t you recall all of the products at the same time?
Our specialists needed to first do their due diligence to determine if other makers were involved. After verification, they established that this involves only one of our makers.

4. How can I tell if I have one of the products being recalled?
Check the list of styles and their corresponding photos.

5. Do I need to bring the product back to get a refund?
A few customers have reported that on certain products made by one manufacturer, snaps came off, which could possibly present a potential choking hazard.

6. Do I need to have a receipt to get a refund?
No. You do not have to present a receipt to get a full refund but if you do still have a receipt, please include it.

7. Do I need to return the product to the store where I purchased it?
No. You’re welcome to bring the product to the store that’s most convenient for you or you can send it to the address listed above.

8. Will I be reimbursed for the sales tax I paid on the purchase?
Yes.

9. Will Roots cover the cost of postage if I’m mailing the recalled product back to you?
Yes. Email customer_service@roots.com. in order to receive a pre-paid shipping label.

10. How will Roots issue me my refund?
You will be refunded according to your original method of payment.

11. What is the timeframe for receiving the refund?
Three to five business days from the time we receive your recalled product.

12. Are other products affected?
No. Just the ones on the list.

13. Going forward, will there be any changes in how Roots makes such products?
As a result of this experience, we are making our standards and procedures even more stringent and are taking this opportunity to reaffirm to all our makers the utmost importance we attach to the quality and safety of all our products, especially those for babies and toddlers. In select cases, we’ve also modified our designs to incorporate different closure options.

14. Is this recall a result of making this particular product overseas?
No. This could have occurred at any facility anywhere in the world. It was an isolated occurrence, extremely rare for Roots and confined to just one of our many makers. All our products are designed in Canada and subject to stringent manufacturing standards. As part of our longstanding policy, all facilities we work with -- both in Canada and abroad -- must comply with our requirements governing working conditions and product quality.

15. Going forward, will there be any changes in how Roots makes such products?
As a result of this experience, we are making our standards and procedures even more stringent and are taking this opportunity to reaffirm to all our makers the utmost importance we attach to the quality and safety of all our products, especially those for babies and toddlers. In select cases, we’ve also modified our designs to incorporate different closure options.