Frequently Asked Questions for Buyers
Rootsy is a Canadian e-commerce marketplace that connects buyers across Canada with Canadian-based small and medium-sized businesses.
Rootsy gives shoppers a place to discover products from Canadian retailers, entrepreneurs, artisans, independent businesses, and other eligible sellers through one online marketplace.
Rootsy sellers are Canadian-based businesses and entrepreneurs, which may include:
Products do not have to be manufactured in Canada. Sellers may offer Canadian-made products as well as legally sourced imported products.
No. Rootsy supports Canadian businesses, but that does not mean every product sold on Rootsy is manufactured in Canada.
Some sellers create or manufacture their products locally, while others sell responsibly sourced or imported products.
Rootsy gives Canadians another way to discover and purchase from businesses operating across Canada.
By shopping on Rootsy, you can:
No. Rootsy is built specifically for Canadian commerce.
Rootsy supports Canadian sellers, Canadian buyers, and delivery to valid Canadian addresses.
International and cross-border shipping are not supported.
Shopping on Rootsy is simple:
Tracking information becomes available later in the shipping process.
You can browse Rootsy without signing in.
Account requirements for checkout, order tracking, saved products, order history, and support depend on the features currently available through the Rootsy platform.
The website will guide you through any required sign-in or account steps.
Yes. You may add products from different Rootsy sellers to your cart.
Because each seller prepares and ships their own products, purchases involving multiple sellers may arrive in separate packages.
Different packages may have:
You may request a cancellation before an order reaches certain stages of processing, but cancellation is not guaranteed.
Approval may depend on:
Once an order has progressed too far through fulfilment or shipping, cancellation may no longer be available.
If you need help, contact Rootsy Support as soon as possible.
Rootsy prohibits counterfeit, unsafe, and otherwise prohibited products.
Sellers are responsible for providing accurate product information and complying with Rootsy marketplace policies.
If you believe a product is counterfeit, unsafe, or materially different from its listing, contact Rootsy Support with your order number and supporting information.
Yes, some sellers may offer personalized or customized products.
Available customization options will be shown on the product page.
Depending on the product, you may be asked to provide information such as:
Review your personalization details carefully before placing your order.
Sellers prepare and package their own orders.
Rootsy coordinates available shipping services and shipping labels through its logistics system and shipping partners.
Third-party couriers transport and deliver the packages.
Rootsy does not warehouse or physically deliver seller products itself.
Delivery time varies by order.
Your estimated delivery time may depend on:
Refer to the estimated delivery information shown for your order.
Delivery dates are estimates and are not guaranteed.
Use Track Your Order on the Rootsy website and enter the required order information.
You may also be able to view tracking information through your Rootsy account.
Tracking may not update immediately when a shipping label is created.
Courier tracking normally begins updating after the courier receives and scans the package.
Availability depends on the options supported for the specific seller, order, and location.
If an eligible pickup, local delivery, same-day, or other delivery option is available, it will be displayed through the applicable Rootsy shopping or checkout process.
If an option is not shown for your order, it is not available for that purchase.
If your shipment appears lost, has stopped moving for an unusual period, or is marked delivered but cannot be found, first review the courier tracking information carefully.
If the issue remains unresolved, contact Rootsy Support with:
Rootsy may review the shipment and coordinate with the seller, shipping provider, or courier where appropriate.
A refund, replacement, or other resolution depends on the circumstances, evidence, and applicable Rootsy policies.
Rootsy uses payment-processing systems designed to securely handle marketplace transactions.
Sellers do not receive your full card details or card security code.
Payment and personal information is handled according to Rootsy’s applicable security and privacy practices.
The payment methods currently available to you are displayed during checkout.
Only payment options shown and enabled within Rootsy checkout should be considered supported.
Availability may depend on the payment method, device, or checkout configuration.
All Rootsy transactions are processed in Canadian Dollars (CAD).
Before you complete payment, checkout displays your applicable:
Applicable taxes may depend on the product, seller, delivery location, and Canadian tax rules.
Rootsy sellers may offer eligible product discounts and promotions.
Rootsy may also offer marketplace-wide promotions from time to time.
Any applicable price, discount, and promotion conditions will be displayed before purchase.
You generally have 14 calendar days from the date your order is marked delivered to request an eligible return, unless a different rule was disclosed before purchase or an exception applies under Rootsy policy or applicable law.
For change-of-mind returns, eligibility may depend on the seller’s return policy and product type.
Eligible change-of-mind returns generally need to be:
Always review the return information shown on the product page before purchasing.
Some eligible products may be marked No Returns or Final Sale.
This generally limits change-of-mind returns.
However, a No Returns or Final Sale designation does not automatically exclude an eligible claim involving a product that is:
These issues are reviewed according to the applicable Rootsy policies.
Return costs depend on the reason for the return and the applicable Rootsy policies.
For an eligible change-of-mind return, seller return conditions and any disclosed return charges may apply.
For damaged, defective, incorrect, or other eligible product or shipping issues, Rootsy may review the evidence to determine responsibility.
Any applicable return charges should be disclosed through the return process before you are required to proceed.
Report the issue through your Rootsy account or Rootsy Support as soon as possible and within the applicable reporting or return period.
Provide:
Keep the product and packaging until the issue has been reviewed.
A return, replacement, refund, or other resolution depends on the circumstances and applicable Rootsy policies.
Refund approval may depend on:
Once a refund is approved, Rootsy generally processes it within 14 business days.
Refunds are generally returned to the original payment method.
Your bank, card issuer, or payment provider may require additional time before the credit appears in your account.
An approved refund may be full or partial depending on the circumstances and applicable policies.
If an issue cannot be resolved through the normal order process, Rootsy Support may review the case.
You may be asked to provide:
Rootsy reviews eligible disputes according to its applicable marketplace and Buyer Protection policies.
Rootsy Buyer Protection provides a process for buyers to report eligible order problems and request assistance.
Eligible issues may include:
Buyer Protection does not mean every claim automatically results in a refund.
Claims may require supporting evidence and are reviewed according to Rootsy policies.
Sellers receive only the information reasonably required to fulfil and support your transaction.
Depending on the order, this may include:
Sellers do not receive your card details.
Buyer information must be handled according to Rootsy privacy requirements.
Contact Rootsy Support and provide:
Providing complete information helps the support team review your request more efficiently.
For buyer, order, shipping, return, or account assistance:
Email: support@rootsy.ca
You may also submit a request through the Rootsy Support Centre where available.
For an existing order, always include your order number.
Rootsy was created to make it easier for Canadians to discover and shop from businesses operating across Canada.
Whether a product is locally made or responsibly sourced, every Rootsy seller is part of a Canadian business participating in the marketplace.
Shop Canadian businesses. Discover something different. Support entrepreneurship across Canada.
Rootsy Marketplace — Stronger Together, Locally Rooted.
These FAQs provide general information about shopping on Rootsy Marketplace.
Where there is any conflict between these FAQs and the applicable Buyer Terms & Conditions, Shipping & Fulfilment Policy, Refund & Dispute Resolution Policy, Buyer Protection Policy, Privacy and Cookie Policy, or other official Rootsy policies, the applicable official policy will govern.
Rootsy may update marketplace features, policies, and processes as the platform evolves.
