Last Updated: October 26, 2023

Welcome to Roots Sale Store, where we deliver Authentic Style and Unbeatable Value to a global community of active, value-conscious individuals and families. Our commitment to premium quality in Activewear, Bottoms, Dresses, Bags, Baby apparel, and Accessories is matched by our dedication to a transparent, secure, and hassle-free shopping experience. This policy outlines our shipping and returns processes, designed with your convenience and satisfaction in mind.

Our Promise: Simple, secure, and straightforward service from checkout to delivery and beyond.

Shipping Information

We ship globally (excluding select remote regions and parts of Asia). Please see below for our processing and delivery timelines.

Order Processing

All orders are processed within 1-2 business days after payment confirmation.

Shipping Methods & Delivery Times

We offer two reliable shipping options to suit your needs:

  • Standard Shipping (Fee: $12.95):
    • Carrier: DHL or FedEx.
    • Estimated Delivery: 10-15 business days after dispatch.
    • Fully trackable for peace of mind.
  • Free Shipping:
    • Available on orders over $50.
    • Carrier: EMS.
    • Estimated Delivery: 15-25 business days after dispatch.

Note for International Customers: Delivery times are estimates and may vary due to customs processing. Any applicable customs duties or taxes are the responsibility of the recipient and are non-refundable by Roots Sale Store, in accordance with international trade regulations.

Returns & Exchanges Policy

Your satisfaction is fundamental. If your purchase doesn’t meet your expectations, our streamlined returns process is here to help.

Our Returns & Exchanges Promise

We offer a 15-day return window from the date you receive your item(s). Eligible items can be returned for a full refund to your original payment method or exchanged for a different size or style (subject to availability).

1. Eligibility & Conditions

To be eligible for a return or exchange, your item must:

  • Be requested within 15 days of the delivery date.
  • Be in its original, unworn, unwashed, and undamaged condition.
  • Have all original tags and packaging intact.
  • Be accompanied by the original proof of purchase (order number).

⚠️ Non-Returnable Items

To maintain the premium quality, hygiene, and safety standards our community trusts, the following items cannot be returned or exchanged unless they arrive defective or damaged:

  • Accessories (including Gloves and Hats) for hygiene reasons.
  • Baby (0-24 Months) apparel that has been unsealed or removed from its original packaging, due to stringent health and safety standards.
  • Any item marked as “Final Sale” or purchased under a promotional discount explicitly stating no returns.

This policy is carefully considered to protect all our customers, especially the little ones.

2. Step-by-Step Return/Exchange Process

Step 1: Initiate Your Request

Within 15 days of delivery, contact our support team at [email protected] with your order number and item details. Use the template below for a swift response.

Email Subject: Return/Exchange Request – Order #[Your Order Number]

Body:
Dear Roots Sale Store Team,

I would like to request a [Return/Exchange] for my recent order.
Order Number: [Your Order Number]
Product Name(s): [e.g., Women’s Activewear Leggings, Size M]
Reason for Return/Exchange: [e.g., Size too large]
Preferred Resolution: [Refund / Exchange for Size S]

I confirm that the item(s) are in original, unworn condition with all tags attached.
My shipping address is:
[Your Full Name]
[Street Address]
[City, State, Postal Code]
[Country]

Please provide the return authorization and instructions.

Thank you,
[Your Name]

Step 2: Receive Authorization & Instructions

Our team will respond within 24 hours with a Return Merchandise Authorization (RMA) number and detailed instructions. Do not ship the item back without this authorization.

Step 3: Package and Ship

Securely package the item in its original packaging, include the RMA number inside, and ship it to the address we provide. We recommend using a trackable shipping service. Please note, original shipping costs are non-refundable.

Step 4: Inspection & Processing

Once we receive and inspect your return (typically within 5-7 business days), we will notify you via email about the status of your refund or exchange.

3. Refunds: Timing & Methods

Your Security is Our Priority. All refunds are processed using the same secure, enterprise-grade encryption that protects your initial transaction.

  • Timing: After approval, your refund will be processed, and a credit will be automatically applied to your original payment method within 7-10 business days. The time it appears on your statement depends on your bank or PayPal’s processing times.
  • Method: Refunds are issued only to the original payment method used at checkout (Visa, MasterCard, JCB, or PayPal). We do not offer refunds to alternative accounts or methods.
  • Exchange Shipping: For exchanges, we will ship the new item via Standard Shipping once the return is approved. Additional shipping charges may apply for international exchanges.

International Refund Note: Refunds are issued in USD. Your bank may apply foreign exchange rates or fees. Any original customs duties or taxes are non-refundable by Roots Sale Store.

4. Damaged, Defective, or Wrong Items

If you receive a damaged, defective, or incorrect item, please contact us at [email protected] within 48 hours of delivery. Include photos of the item and its packaging. We will cover all return shipping costs and expedite a replacement or full refund.

Questions? We’re Here to Help

Our friendly, global customer support team is committed to resolving your concerns swiftly, mirroring the efficiency we apply to offer you “Authentic Style. Unbeatable Value.”

Roots Sale Store Customer Support
Email: [email protected]
Address: 332 Cerullo Road, Louisville, US 40299
Website: www.rootssale.com

We aim to respond to all inquiries within 24 hours.

This Shipping & Returns Policy is part of and governed by our broader Terms of Service. Roots Sale Store reserves the right to update this policy to better serve our global community.