Returns and Exchanges
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.
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, jewellery, swimwear, limited edition, masks or charitable item.
Online purchases made on 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.
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 or toll free at
HOLIDAY RETURN POLICY
All Holiday Gift purchases from October 12th, 2023 to December 8th, 2023 that fall outside our regular 30-day return policy may be refunded/exchanged with an original receipt onto the original method of payment on or before Sunday, January 7th, 2024.
HOW TO RETURN OR EXCHANGE IN-STORE PURCHASES
Please note that we are unable to process exchange 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
PURCHASES MADE IN A ROOTS LOCATION:
Qualifying items purchased at a Roots store location, can be returned or exchange up to 30 days after its original purchase date. Items for return must be: accompanied by proof or purchase and in their original state: unwashed, unworn, unaltered and must have all tickets attached. Not applicable on final sale items. Click 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 or toll free at
HOW TO RETURN ONLINE OR SHIPPED PURCHASES
RETURN TO A ROOTS STORE: Purchases made on 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 or orders placed at a Roots location and shipped to you can be mailed back to us for return.
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:
- First & Last Name
- Order Number(s)
- Phone Number
- Email Address (used to place your order)
- Your reason for the return – use one of the reason codes below
Return Reason Codes:
- Change My Mind
- Colour or Style Not What Expected
- Damaged During Shipment
- Defective
- Dissatisfied With Product
- Found A Better Priced Item
- Ordered Wrong Colour
- Received Wrong Item
- Returning a Gift
- Size Too Big
- 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:
US (In the month of January, please allow for additional processing time due to increased volumes)
CA (In the month of January, please allow for additional processing time due to increased volumes)
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
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 or toll free at . Gift returns with a gift receipt may receive an exchange or store credit for the value paid onto a Roots Gift Card within 30 days of purchase. Cash will not be issued.
Without Receipt: Contact our Customer Service Team locally at or toll free at 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. If you purchased using a Gift Card and Credit Card, the refund will be applied back to a new electronic gift card first, up to the amount that was originally paid by Gift Card. The remaining balance of the return will be issued back to the credit 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.
