Delivered to an incorrect address

This article is about

• address mistakes created by customer
• orders delivered to incorrect addresses due to courier mistakes
  
  

1. Incorrect address - user mistake
   Choosing the correct address is very important when creating your order on the ROOT website. Once the parcel with your products is being processed by our shipping partners, we cannot change the address on the parcel.

   
   In case that you noticed that your address is incorrect immediately reach out to ROOT Customer Support Team ([e-mail]) to make sure we can try to remedy your situation and resolve the issue before your order is shipped. 
   
   We are not taking responsibility in case we cannot catch your order on time as our shipping partners are fulfilling your orders automatically.

2. Incorrect delivery by courier
   The couriers can make mistakes when delivering parcels; sometimes parcels are delivered to incorrect addresses or left at inappropriate places.
   
   Check if you noticed these issues with your order tracking information:
   - proof of delivery (picture of delivered parcel at your doorstep) is incorrect
   - the delivery address does not match your chosen address
   - the delivery map on your tracking link does not match your location
   
   Reach out to the ROOT Customer Support Team in case you noticed these issues with your parcel with your order number and information about the issue. We will be able to file a claim for the lost parcel and reship your parcel to the correct address