Exchanges & Returns

At Rooted Reps, every piece is made to order just for you, which helps us reduce waste and stay aligned with our eco‑friendly mission. Because of that, our returns and exchanges work a bit differently than traditional retail.

1. Damaged, misprinted, or incorrect items

If we mess up, we’ll make it right.

  • If your order arrives damaged, misprinted, or you receive the wrong item, contact us within 14 days of delivery.
  • Email returns@rootedreps.com with:
  • Your order number
  • A brief description of the issue
  • Clear photos of the item and the packing slip/shipping label

Once we verify the issue, we will either:

  • Send you a free replacement, or
  • Offer a full refund to your original payment method, depending on the situation and availability.

In most cases, you will not need to return the damaged or misprinted item. If a return is required, we’ll provide simple instructions by email.

We may decline a replacement or refund if:

  • The issue is reported after the 14‑day window, or
  • The item shows signs of wear or damage unrelated to shipping or production.

For any questions before you reach out, you can also email questions@rootedreps.com.

2. Size, fit, and color issues

Because our products are made-to-order and we don’t resell returned items, we cannot offer free returns or exchanges for:

  • Incorrect size ordered
  • Change of mind
  • Color or style preference

To help you get it right the first time:

  • Please review the size chart on each product page.
  • If you are between sizes, consider sizing up for a more relaxed fit.
  • If you’d like help with sizing or product details before ordering, email questions@rootedreps.com and we’ll gladly assist.

3. Optional replacement discount

We know online sizing can be tricky, and we want to be fair.

If you ordered the wrong size or color and want to reorder:

  • Place a new order for the correct item.
  • Then email returns@rootedreps.com with:
    • Your original order number
    • Your new order number

When appropriate, we may be able to offer a one‑time courtesy discount on that replacement order.

Please note:

  • This discount is not guaranteed.
  • It is reviewed case by case.
  • It does not reimburse or credit the original, correctly produced item.

4. Return shipping & addresses

For approved returns (only when we specifically request an item back):

  • We will provide the return address and instructions by email from returns@rootedreps.com.
  • Unless the return is due to our error (damaged/misprinted/incorrect item), the customer is responsible for:
    • Return shipping costs
    • Proper packaging of the item

Items sent back without prior authorization may not be accepted or refunded.

5. Order changes & cancellations

Because each item is made-to-order, production usually begins shortly after you place an order.

  • If you need to change or cancel an order, contact support@rootedreps.com as soon as possible.
  • If production has already started or the order has shipped, we may not be able to modify or cancel it.

6. Refund processing time

When a refund is approved:

  • Refunds are issued to your original payment method.
  • Depending on your bank or card provider, it may take 5–10 business days to appear on your statement.

If you haven’t received a refund after that timeframe, check with your bank or card provider first. If you still have questions, email support@rootedreps.com.

7. Need help?

If you’re unsure about sizing, colors, or anything else before ordering, we’re here to help you choose the right piece.

  • Product or sizing questions: questions@rootedreps.com
  • Order issues and returns: returns@rootedreps.com
  • General support: support@rootedreps.com

Shop with confidence—your Rooted Reps gear is built to last.