Return & Refund Policy

Last updated: August 30, 2026

At Root, we want you to be happy with your order. Because our products are made to order, we do not accept returns or exchanges simply because you changed your mind or ordered the wrong size. However, if your order arrives damaged, defective, or incorrect, we’re here to help.

Damaged, Defective, or Incorrect Items

If your item arrives misprinted, damaged, defective, or different from what you ordered, please contact us within 30 days of receiving your order.

To help us resolve the issue quickly, please provide:

Your order number
A clear description of the issue
Photos showing the problem and the product

If the issue is confirmed to be an error on our part, we will cover the applicable replacement or resolution costs.

Lost Packages

For packages that are lost in transit, claims must be submitted within 30 days of the estimated delivery date.

Once the claim has been reviewed and confirmed, we will work with you to resolve the issue.

Incorrect or Incomplete Shipping Address

Please make sure your shipping information is correct before completing your order.

If an order is returned because the address provided was incorrect, incomplete, or considered insufficient by the shipping carrier, the customer may be responsible for any applicable reshipping costs.

If an order is returned to our fulfillment facility, we will contact you regarding the next steps and, where applicable, the cost of reshipping the order.

Unclaimed Packages

If a package is not claimed and is returned to our fulfillment facility, the customer may be responsible for the cost of reshipping the order.

If you choose not to have the order reshipped, the returned product may be disposed of or donated according to the fulfillment provider’s policies. No refund will be issued for an unclaimed package.

Returns Due to Change of Mind

Because Root products are made to order, we generally do not accept returns or exchanges for buyer’s remorse, change of mind, or ordering the wrong size.

We strongly recommend reviewing the size chart before placing your order.

Size Exchanges

We do not offer automatic size exchanges. If you ordered the wrong size, please contact us and we will review your request on a case-by-case basis.

For certain products, especially those with specific fit recommendations, please carefully check the product page and size guide before ordering.

Hygiene & Sealed Products

For products that are sealed and cannot reasonably be returned for health or hygiene reasons, returns may not be accepted once the packaging has been opened.

EU Consumers

For customers located in the European Union, certain consumer rights may apply under applicable EU law.

The right of withdrawal may not apply to goods that are made to the consumer’s specifications or are clearly personalized, or to sealed goods that have been unsealed after delivery and are unsuitable for return for health or hygiene reasons, where permitted by applicable law.

Nothing in this policy is intended to limit any mandatory consumer rights that apply to you under the laws of your country.

How to Request Help

If there is a problem with your order, please contact us as soon as possible with your order number, a description of the issue, and clear photos of the product.

We will review your request and let you know the appropriate next step.

This policy is governed and interpreted in accordance with the English language, regardless of any translations provided for convenience.