Shipping Policy
Order processing
Orders are normally processed within 24–48 business hours after payment is confirmed. Orders placed on weekends or public holidays begin processing on the next business day. During product launches, promotions, or unusually high-volume periods, processing may take longer.
Shipping methods, rates, and delivery estimates
Available shipping methods, exact shipping charges, and estimated delivery times are displayed at checkout before payment. The options shown depend on the delivery address, order contents, and carrier availability. Delivery estimates begin after the order has been processed and are not guarantees.
Free-shipping promotions
When a free-shipping offer is available, its eligibility and any minimum order value are shown on the storefront or at checkout. Free shipping applies only to eligible destinations and orders and normally uses the standard service shown at checkout.
Tracking
When tracking is available, we send the tracking details to the email address or phone number provided at checkout. Tracking scans can take time to update after a label is created.
Address changes
Review your delivery address carefully before placing an order. Email support@rootevia.com immediately if a correction is needed. We can change an address only before the order enters fulfillment. We cannot guarantee rerouting after dispatch.
Carrier delays and delivery issues
Carrier delays, weather, service disruptions, customs checks, and other events outside our reasonable control can affect delivery. If a shipment appears delayed, lost, damaged, or incorrectly delivered, email support@rootevia.com with your order number. We will investigate with the carrier and help with the available remedy.
International orders
If international shipping is offered at checkout, the recipient is responsible for any import duties, taxes, brokerage fees, or customs charges not collected at checkout. Customs processing can delay delivery.
Damaged packages or incorrect orders
Contact support@rootevia.com within 7 days of delivery and include the order number and clear photos of the package and item. If we confirm that an order arrived damaged, defective, or incorrect, we will arrange an appropriate replacement or refund and cover reasonable return shipping when a return is required.
Returns
Shipping rules for approved returns are described in our Return and Refund Policy. Except for confirmed damaged, defective, or incorrect orders, return shipping is the customer’s responsibility and original shipping charges are not refundable.
Contact
For shipping questions, email support@rootevia.com.
Last updated: August 4, 2026.