Shipping policy

Last updated: April 6, 2026

At RootWell, we aim to ship your order quickly, carefully, and reliably.

Shipping Within Canada

We currently ship within Canada only.

We ship to most Canadian addresses, including PO boxes where supported by the selected carrier.

Shipping to Yukon, Northwest Territories, Nunavut, and certain remote areas may require additional time or may not be available for all products.

We do not currently offer international shipping.

Processing Time

Orders are typically processed within 1–2 business days.

Orders placed after 12:00 PM Eastern Time, on weekends, or on statutory holidays will be processed on the next business day.

During sales, promotions, holidays, or periods of unusually high order volume, processing times may be slightly longer.

Shipping Rates

Launch Offer: Free standard shipping on all orders within Canada

For a limited time during our launch period, all orders qualify for free standard shipping. No minimum purchase required. The promotion is automatically applied at checkout.

Standard Shipping Policy (effective after the launch offer ends):

  • Free standard shipping on orders over $65 CAD after discounts and before taxes
  • Flat-rate shipping of $9.99 CAD on orders under $65 CAD

Shipping charges are shown at checkout before you complete your order.

Estimated Delivery Times

Estimated delivery times begin once your order has shipped:

  • Ontario and Quebec: 1–3 business days
  • Western Canada and Atlantic Canada: 3–7 business days
  • Remote or rural areas: additional time may be required

Delivery times are estimates only and are not guaranteed.

Shipping Carriers

We ship using trusted carriers including Canada Post, UPS, Fedex and Purolator. Carrier selection may vary depending on your location, order size, and delivery speed.

Tracking Information

Once your order ships, you will receive a shipping confirmation email with tracking information.

Please allow up to 24 hours for tracking updates to appear.

Incorrect Addresses & Returned Packages

Customers are responsible for ensuring that the shipping address entered at checkout is accurate and complete.

If a package is returned to us because:

  • The address provided was incorrect or incomplete
  • Delivery was refused
  • The package was not picked up
  • Multiple delivery attempts were unsuccessful

we may:

  • Charge additional shipping fees to resend the order
  • Deduct original shipping charges from any refund
  • Cancel the order and issue a refund for the product only

Original shipping charges are non-refundable unless the error was ours.

Lost, Delayed, or Stolen Packages

If your tracking information shows that your package has not arrived within a reasonable time, please first check with neighbours, household members, your building management, and the carrier.

If the package still cannot be located, please contact us within 14 days of the expected delivery date.

We will work with the shipping carrier to investigate.

If a package is confirmed lost by the carrier, we may provide either:

  • A replacement shipment
  • A refund

RootWell is not responsible for stolen packages after delivery has been confirmed by the carrier.

We recommend shipping to a secure location.

Damaged Shipments

If your order arrives damaged, please contact us within 48 hours of delivery.

Please include:

  • Your order number
  • Photos of the shipping box and damaged item(s)
  • A brief description of the issue

Once reviewed, we will provide a replacement, refund, or other appropriate resolution.

Heat-Sensitive & Temperature-Sensitive Products

Certain products may be affected by heat or cold during shipping.

For temperature-sensitive items:

  • We may use insulated packaging or ice packs when available, but cannot guarantee that products will remain unaffected during transit
  • We may delay shipment during periods of extreme weather
  • We may only ship these products Monday through Wednesday to reduce transit time
  • Such products may be marked as final sale

RootWell is not responsible for damage caused by extreme temperatures, delayed pickup, or packages left outdoors after delivery.

Signature Requirements

For higher-value orders, we may require a signature upon delivery.

If a signature is required, this will be indicated by the carrier.

Backorders & Multiple Shipments

If part of your order is temporarily unavailable, we may:

  • Hold the order until all items are available
  • Ship available items separately

If we need to split your shipment, there will be no additional shipping charge to you.

Ownership & Risk

Ownership and responsibility for products pass to you once the order has been handed to the shipping carrier.

However, if there is a shipping issue, we will make reasonable efforts to assist you.

Contact Us

If you have any questions about shipping, please contact us:

RootWell Email: support@rootwell.ca