I received the wrong products

Picking errors are human errors where a customer receives an item too many, not enough
items or the wrong items. 

How do I check if I received the wrong products?

We are partnered up with fulfillment centers all around the world, and we are always doing our best to pick the best shipping partners. Our partner's professional staff is always doing their best to fulfill your orders on time, from receiving the order information, to packing the parcel with the correct products, and choosing the best courier service possible at the time. 

If you received a product you believe is not a part of your ROOT Order, follow these steps to remedy the situation:

• check your invoice as you may have ordered a new product or a bundle with more different products
• check the products again to make sure that you did not actually receive the correct items

The invoice attached to the parcel is going to include all the information, inlcuding the purchase information, your address information (billing & shipping), and the exact information on how many products you are supposed to receive. It is possible that some bundles might include products that were not noticed when orderind, that later being the reason why you might believe that you did not receive the correct product or are missing one from your parcel.

I received the wrong products, how can I fix this?

If you notice an item in your parcel was not ordered, let that be an additonal The ROOT Brands item or a product unrelated to our business, please email [e-mail] to reach The ROOT Brands Customer Support Team, sharing the following information:

• your order number
• the products you received; exact quantities of the products received
• the products you are missing; exact quantities of the products you did not receive

If you are not familiar with the product you received, or if that product is not listed on our website, describe the product or add pictures for a quicker resolution.

We might ask you for assistance with returning the wrongly shipped products, and we will 
make sure to provide you with a return label (Swiss, German, US, Canada, Australia, UK 
orders) or refund the shipping cost you have with the return.