refund and returns policy
Returns & Exchanges
We accept exchanges on qualifying merchandise only. We do not accept returns. See below.
We do not accept returns, exchanges or refunds on the following products for hygiene purposes:
We only accept size exchanges on unworn, undamaged clothing within X days of receipt of product.
We will not accept returns for any merchandise with no tags or that has been washed, scuffed, or with any other signs that the item has been worn.
HOW TO EXCHANGE AN ITEM
Since we only accept exchanges on items in good condition (see above), the exchange of your item will need to be approved before sending your package back.
Take front and back pictures of your item and email them to email@example.com.
Will I be charged duties and taxes or extra fees?
DUTIES & TAXES
1. Canada and United States
Taxes are applied at check-out
2. The United States and Other international shipments
There may be duties and taxes incurred on your shipment that you will be responsible for. Please note that To the Root does not have any control over these fees and we cannot advise as to what the costs will be, as they vary by country. For more information, please contact your local customs office. Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery.
FOREIGN TRANSACTION FEES
To the Root does not charge any additional fees other than the total amount owed for the order. Other fees would have been applied by your bank and are not under the control of To the Root. As we’re based out of Canada, banks in other countries may consider us a “foreign company” and charge additional international fees on their own. We are not able to provide a refund for any foreign transaction fees.
Should you decide to deny the shipment due to duties and other fees, the package will be returned back to us and you will be refunded for the order after deducting the return shipping fee.
What are the shipping fee and delivery timeline?
All orders are processed, verified, and shipped within 3-5 business days.
Processing time may vary during high volume periods such as holidays and pandemics.
How long does shipment take?
Canada Orders: 8-14 days once shipped
US and International orders: 14-30 business days once shipped
What happens If I put in the wrong address?
Feel free to reach out to us within an 24 hours of placing your order and we will try our best to accommodate the change before the order is processed. Kindly note that as we work hard to get your order dispatched as quickly as possible, we are unable to guarantee the change. Once the order is shipped, To the Root cannot change the address on our end.
Once the order is returned to us by the shipping company due to an incorrect address the customer will be responsible for any incurred charges.
What do I do if my item is damaged/incorrect?
Our apologies! Please send your order number and a photo of the damaged or incorrect item to firstname.lastname@example.org within 3 days of receiving your item. We are happy to resolve this.