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FAQs: Frequently Asked Questions

Payment

You can pay for your purchases with a credit or charge card: MasterCard®, Visa®, American Express®. Diners Club®, CarteBlanche®, JCB®, Discover® and China Union Pay®.  Additionally we support Apple Pay®,  Paypal®, and other wallets. You can choose these payment methods during checkout.

All the transactions made on the RichRoots.co website are secure. The padlock symbol next to the address bar of the page beginning with "https" indicates that you are in a secure setting. However, you should never consider the transmission of data by Internet to be 100% secure. Any information that you make available online can potentially be recuperated and used by third parties.

We accept international credit cards; however, when placing your order, you must enter the international billing address that is linked to your credit card.

Cards and other payment methods are not debited until an order has been accepted and sent. However, it is possible that your credit card or other payment method may indicate a reserve amount as soon as the order is placed

A unique code made up of 3 or 4 digits secures remote sale transactions.

This code can be found:

on the back of your credit card in the signature field. It is made up of 3 digits (Visa or MasterCard.

or 

on front, above your card number. It is made up of 4 digits (American Express).

Orders

Yes, we offer international shipping. 

*Rich Roots is not responsible for shipping issues due to typographical errors.

Once an order has been place, we can not make any changes. Please email us at Orders@RichRoots.co as soon as possible to determine if we’d be able to cancel your order before it has been shipped.

Once your order has been placed, we will send you a confirmation email to track the status. We will send you another email along with the link to track your order once it has been shipped. 

You can also track the status of your order from your "order history" section on your account page on the website or submit a request through our tracking page.

If your order has not been shipped yet, we can modify your order to ship to a different address as per your request. You can get in touch with our client care team to determine if we’d be able to change the delivery address.

Shipping

We try to ship out all orders within 1-2 business days. Please check your email confirmation, once your order is shipped Rich Roots will email you a tracking number or you can submit a request on our tracking page. 

We serve 245 countries at this time. You can see if your shipping is available to your country during checkout.

Please note there may be delays to delivery pending customs clearance at the point of destination. If you need further assistance, we recommend contacting us for support.

All orders over $600, will require a signature upon delivery.

You will receive a shipment notification e-mail once your order has shipped. The e-mail will contain the tracking information as well as a link to track your package online.

We only ship to the address that is specified on your order. To ship to multiple addresses, we recommend placing separate orders for each address.

Shipments are reflected as RTO (Returned To Origin) under the following circumstances:

 - Delivery was attempted more than once but it could not be delivered due to either wrong address or no one being present at the given address. 

The address could not be found because either it was incomplete or the pin code was wrong.You or someone at your delivery address refused to accept the order.

Under these circumstances, our customer support team would try to contact you on your registered phone number. If there is no response or it is unreachable, the package is returned to the origin.

Returns & Exchanges

If for any reason you are not satisfied, we will gladly accept items for exchange or refund within 14 days. All returns must be unaltered, unworn and in saleable condition. Returned merchandise should include the original packaging and tags and the item must have to been sold on our online store. Please note used merchandise will not be accepted for refund or exchange unless defective. Some exclusions may apply.

We will gladly accept items for exchange within 30 days. All exchanges must be unaltered, unworn and in saleable condition. Exchanged merchandise should include the original packaging and tags and the item must have to been sold on our online store. Please note used merchandise will not be accepted for refund or exchange unless defective. Some exclusions may apply.

To request a return or exchange, please reach out to our client care team by submitting your request via our contact page. A member of our team will be in touch as soon as possible.