SHIPPING AND RETURNS POLICY

CUSTOMER REFUNDS AND PRODUCT RETURN

Retail Customers may return product within thirty days of purchase for a 100% refund of the product price, excluding shipping and handling.

Root Affiliates may return product that is in resalable condition (i.e., unused, unopened, not expired) within twelve (12) months of purchase for a 90% refund of the product price, excluding shipping and commissions previously earned.

Shipping costs associated with returning product are the responsibility of the Customer/Affiliate returning the product. Any commissions and rewards paid by Root Wellness, LLC on the sale of returned product will be reclaimed from the Affiliate.

A. All returns, whether domestic or international by a Customer, or Affiliate, must be made as follows:

I. Obtain Return Merchandise Authorization (“RMA”) from Root Wellness by submitting a return ticket request to info@therootbrand.com

II. Ship items to the address provided by Root Wellness Customer Service Support when you are given the RMA number in your ticket response;

III. Provide a copy of the invoice with the returned products or service. Such invoice must reference the RMA number;

IV. All returns must be shipped to Root Wellness, LLC pre-paid, as Root Wellness does not accept shipping collect packages. If returned product is not received at Root Wellness, LLC corporate office it is the responsibility of the Customer or Affiliate to trace the shipment before product credit will be applied.

B. The return of $500 or more of products accompanied by a request for a refund within a calendar year, by an Affiliate, may constitute grounds for involuntary termination.

It is highly recommended that personal information (name, address, phone number and email) be verified before order submission as once the shipment is in the care of the US Postal Service, we cannot, by regulation, make changes nor can we guarantee delivery.

INTERNATIONAL ORDERS

It is important to become familiar with Customs policies for your specific country before ordering. Customs regulations differ by country and not knowing regulations can result in your order incurring high import duties, delivery being delayed, product being destroyed, confiscated or returned. It is your responsibility to check with your Customs office to see if your country permits the import/export of the products you are planning to order, and whether any additional licenses or permits are needed.

WHERE DO WE SHIP TO?

Root Wellness can now ship to the continental U.S.A, which includes Hawaii, Alaska, Puerto Rico, British Virgin Islands, U.S. Virgin Islands, and all APO/FPO/PPO addresses.

CAN I SHIP ROOT WELLNESS PRODUCTS INTO ANOTHER COUNTRY?

Root Wellness can ship products from this website into other countries outside of the U.S.A. It’s not uncommon for products legally sold and distributed in one market to be regulated or even prohibited in another. In fact, it’s common for unregistered products arriving at a country’s border to be stopped or seized by Customs authorities; consequently, Root Wellness accepts no responsibility for products shipped to destinations outside of the USA that does not have legal entity registration. Please check with your Customs authorities for more information.

CAN I USE FREIGHT-FORWARDING SERVICE?

As a Root Wellness Affiliate, the use of freight and postal forwarding services to accommodate the export of products into other countries outside of the USA is prohibited; moreover, it often results in Customs seizures, high taxes and/or duties, and other more serious complications. Root Wellness reserves the right tocancel orders which are in violation of this policy.

ARE THE INGREDIENTS IN ROOT WELLNESS PRODUCTS LEGAL FOR USE IN MY HOME COUNTRY?

All countries have unique laws and regulations governing the sale and distribution of products within their borders. Many countries limit, restrict, or even prohibit ingredients that are freely available in another. For example, a recent “Psychoactive Substances” legislation has been passed in a number of countries governing how, when, and where a large set of ingredients can be used including the use of cannabinoids and Hemp Extracts/Oils. Because a small number of these listed ingredients are legally included in our USA formulations, some of our products are not legal for import into other countries. Please review ingredients to ensure compliance is met with your Country’s Custom Regulations when ordering.

HOW LONG DOES SHIPPING TAKE WITHIN THE USA?

We ship using multiple carriers, which can take up to 3–5 days to arrive. APO/DPO and PPO locations can take anywhere from 5–12 days depending on the location.

WHAT HAPPENS IF MY PACKAGE IS SEIZED?

It is very important that you make sure you are shipping to a permitted country. If not, the ingredients may not be scheduled in your country. If ingredients are not scheduled, it is extremely unlikely your package will be seized. In the event your order does get seized with Customs, unfortunately, we are not able to offer a refund if it was shipped to a country not permitted by the company. International shipping outside of our permitted countries is prohibited and a violation of our policies.

I NEED TO CHANGE THE ADDRESS OF AN ORDER I JUST PLACED, CAN I DO THIS?

Send us an email on our website or call Customer Service Support as quickly as possible. If your order has not shipped, we can change the address for you.

WHAT IS YOUR RETURNS POLICY?

As noted above we offer a 30-day, no-questions-asked, money-back guarantee if you are not satisfied when ordered from our website. Please be advised return shipping and postage is not covered by Root Wellness,LLC.

  • JOIN US