Two orders processed in two days

The reason two orders are processed in two consecutive days usually lies with an incorrect understanding of how ROOT Prime Subscription (RPS) works. 

If you notice that an additional order was created a day after you already ordered, and you did not actually place that order, it usually means that your RPS was enabled and set to process the next day.

Our system is programmed to process your ROOT Prime Subscription Orders once a day, every day, at the same time (12 PM UTC);
you cannot setup your ROOT Prime to process the same day unless you are able to setup your account before that time (12 PM UTC). 

If you setup your RPS today, it will most likely process tomorrow at earliest; you may have believed that your ROOT Prime was not setup correctly, as no order was processed, and you continued to place a regular order, not knowing your ROOT Prime is going to process next day.

How do I handle a doubled order?

• Check your email for order confirmations
  Do this to verify your information that two orders are processed
• Find both order numbers 
  Before contacting us check if you can locate both order numbers
• Contact us
  Contact us at [e-mail] with the order numbers 

Before reaching out to us, check your email for any tracking information that might have been shared with you already.

• Reach out to us if you want a refund
• Try to refuse acceptance of one of the orders

If you would like to receive a refund please refer to our Shipping Returns Policy. If you want to continue with your Subscription, we recommend you to keep the ROOT Prime Order and return the Regular Order.

Our logistics and customer support teams are unable to stop your parcel once it's shipped, therefore we will not be returning your shipping costs, and we will ask you to take of the costs of the return in case you will be unable to refuse acceptance.