Where we ship
We currently ship to the countries listed in the country selector at checkout: 36 countries in total. If your shipping address is outside that list, we're not yet able to deliver there. In the United States, we ship to the 48 contiguous states and Washington, D.C., but not yet to Alaska, Hawaii, Puerto Rico, other US territories or military (APO/FPO/DPO) addresses. We're working on expanding coverage over time.
United States · Canada · Belgium · Bulgaria · Croatia · Cyprus · Czech Republic · Denmark · Estonia · Finland · France · Hungary · Iceland · Italy · Latvia · Liechtenstein · Lithuania · Luxembourg · Malta · Monaco · Netherlands · Norway · Poland · Portugal · Romania · Slovakia · Slovenia · Sweden · Australia · New Zealand · Indonesia · Philippines · South Korea · Thailand · Vietnam · Macau
Processing & delivery
Once an order is paid, we prepare it and hand it to the carrier in 2 to 5 business days. Delivery then takes 2 to 4 business days in the United States and 3 to 5 business days to the other countries we ship to, so in total allow 4 to 9 business days in the US and 5 to 10 business days elsewhere. Customs can add time to international orders. These are estimates, not guarantees. Right after checkout you'll see your order number on the confirmation page. When your order ships, we email you the tracking number so you can follow it. If card payment is ever temporarily unavailable when you order, we'll email you a secure payment link within 1 business day, and we prepare your order once it's paid. If you'd like an update on your order, email us at info@rootessa.com with your order number.
Shipping costs
Shipping is free on orders of $70 or more (the total of your products, after any discount). Below $70, a shipping fee is added at checkout, depending on the country you ship to:
| Ships to | Orders under $70 | Orders of $70 or more |
|---|---|---|
| United States (the 48 contiguous states and Washington, D.C.) | $5.95 | Free |
| Canada | $19.95 | Free |
| Belgium, Denmark, Finland, France, Iceland, Italy, Liechtenstein, Luxembourg, Malta, Monaco, Netherlands, Norway, Portugal and Sweden | $19.95 | Free |
| Australia, Bulgaria, Croatia, Cyprus, Czech Republic, Estonia, Hungary, Indonesia, Latvia, Lithuania, Macau, New Zealand, Philippines, Poland, Romania, Slovakia, Slovenia, South Korea, Thailand and Vietnam | $24.95 | Free |
Subscribe & Save is paused right now, so every order is a one-time purchase with no automatic charges. If we bring it back, subscription renewals will follow the same rule: a renewal of $70 or more ships free; below that, the shipping fee for your country is added to that renewal.
You always see the exact shipping fee at checkout, as soon as you choose your country and before you pay. If your country charges import duties or taxes on international purchases, those are the buyer's responsibility and are not included in the price you pay at checkout.
Our 30-day first-bottle guarantee
Not sure a formula is right for you? Your first bottle is covered. If it isn't right for you, we'll refund what you paid for that bottle, and you don't need to send it back.
- Request it within 30 days of delivery.
- It covers one bottle per order: on a single bottle, the full price you paid for it; on a 2 or 3 bottle bundle, the bundle price divided by the number of bottles.
- It applies to your first order, once per customer.
- Shipping charges aren't refunded.
- Subscribe & Save is paused right now. If we bring it back, subscription renewals aren't covered. You can cancel your subscription at any time before the next renewal (see our Subscribe & Save terms).
- We may decline requests that look like misuse of the guarantee, such as repeated requests from the same person.
This guarantee is in addition to any rights you have under the consumer protection laws of your country.
How to request your refund
- Email info@rootessa.com within 30 days of delivery with your order number and a photo of the bottle.
- We'll confirm by email.
- Once approved, your refund is issued to your original payment method.
Refund timing
Refunds are issued to your original payment method once your request is approved. Depending on your bank or card issuer, it may take a few additional business days for the refund to appear on your statement.
Damaged, defective, wrong, or lost orders
If your order arrives damaged or defective, you receive the wrong item, or it doesn't arrive, email info@rootessa.com within 14 days of delivery (or, if it never arrived, within 14 days of the latest estimated delivery date) with your order number and photos of the issue. We'll send a replacement or refund it. This is separate from the first-bottle guarantee, and you don't need to send anything back.
Questions
For any shipping or refund question not covered here, email info@rootessa.com or write to Rootessa, Urb. Palmera Village, Boquerón, Chiriquí, Panama. See also our full Terms & Conditions.