My parcel is damaged

Why did my parcel arrive damaged?

Our fulifllment centers are only going to process parcels that are packed properly, ensuring that the products or the package itself is not going to be damaged in transport. However, once the parcel is taken over by the courier, it is possible that it is going to change a lot of hands, trucks, delivery vehicles- sometimes even planes! We are always going to ensure your package is never broken, damaged, or in any way not being able to sustain the trip. 

While the parcel is in transport, it will be moved from our fulfillment center to a sorting facility, then to another delivery vehicle, and later to a courier for a final mile delivery. When a parcel is damaged, it is usually going to be connected to the transport itself or the way it is being handled by the courier staff. We are proud to say that we do not see a lot of issues with damaged parcels.

The parcel I received is visibly damaged. What now?

If the parcel you received was visibly damaged, and the products are not usable anymore or you're having issues using them due to the damage created, you are most likely eligible for a replacement of the whole parcel or the products affected.

Before unpacking your parcel or discarding it, make sure to take photos or videos; we have to have video or photo proof of the damaged parcel and/or products to initiate a reshipment, and file a claim with the carrier.

Email [e-mail] to reach The ROOT Brands Customer Support Team and ask for a replacement by adding pictures of the damaged parcel & products, and your order number.

Your feedback is important!
If you received a damaged parcel but you can use the product, you should contact us 
anyway. We want to make sure our shipping partners are aware of the incident, which 
gives us an opportunity to be better in the future.