Frequently Asked Questions

We believe transparency doesn't stop at our supply chain — it extends to every part of your experience with us. Below you'll find straightforward answers to the questions we hear most. If something isn't covered here, reach out directly. We'll give you a real answer, not a scripted one.

How long will it take to receive my order?

Standard domestic orders are processed within 1–2 business days and typically arrive within 5–7 business days via our carbon-neutral shipping partner. Expedited delivery (2–3 business days) is available at checkout for an additional fee. We don't offer overnight shipping — not because we can't, but because the carbon cost of air freight doesn't align with what Rootwell stands for, and we'd rather be honest about that trade-off than pretend it doesn't exist. International orders ship to select countries and generally arrive within 10–14 business days. You'll receive a tracking link the moment your order leaves our fulfillment center.

What is your return and refund policy?

We offer a 60-day return window on all unused, unopened products — no hoops, no restocking fees. If a product arrived damaged or defective, we'll make it right immediately, full stop. For opened products: if you genuinely tried something and it didn't perform as described, contact us. We'll review it case by case, because we'd rather lose a sale than lose your trust. Refunds are processed within 5–7 business days of receiving your return. Please note that we ask customers to cover return shipping on change-of-mind returns — we'll send you a prepaid label and deduct the carrier cost from your refund, transparently itemized.

How do I know your sustainability claims are actually true?

This is the question we most want you to ask. Every sustainability claim on Rootwell is third-party verified — we don't publish a number or a certification we can't substantiate with documentation. On each product page, you'll find a Transparency Tab that names our suppliers, links to our third-party audit reports, and shows the specific environmental metrics for that product: carbon footprint per unit, water usage, end-of-life recyclability, and more. We update these figures annually — the current data reflects our 2026 audit cycle. If you ever spot a claim that feels vague or unsubstantiated, email us directly. We take that seriously.

Are your products genuinely better performers, or do I have to accept a trade-off for sustainability?

We refuse to ask you to compromise. Every product at Rootwell has been tested head-to-head against its conventional counterpart before it earns a place in our store. We publish those test results — not cherry-picked highlights, but the full methodology and outcomes. If an eco-friendly alternative we evaluated didn't match or beat the conventional option on performance, we didn't list it. That's meant we've turned down dozens of products from well-intentioned brands. Our standard is simple: it has to work as well or better, and we have to be able to prove it.

What materials do you use, and where do they come from?

Every material used in every Rootwell product is disclosed on its product page — no exceptions. You'll find the full ingredient or material list, the name and location of each primary supplier, and the certifications those suppliers hold (such as GOTS, FSC, B Corp, or Fair Trade, depending on the product category). We don't use the phrase "natural ingredients" as a substitute for specifics, and we don't hide behind proprietary blends. If a material has a nuanced story — for example, why we chose a particular recycled synthetic over a natural fiber in a specific context — we explain that reasoning in plain language. You deserve the full picture, not the edited version.

Do your apparel or textile products come in extended sizing?

Yes. Where Rootwell carries apparel or textile goods, we are committed to offering inclusive sizing across all styles — not as an afterthought, but from the initial production run. Each product page includes a detailed size guide with actual garment measurements (not just generic S/M/L descriptors), as well as fit notes from our testing team. If you're between sizes or have specific fit questions, our customer team can help you find the right choice before you order — we'd much rather do that than process an avoidable return.

What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), PayPal, Shop Pay, Apple Pay, and Google Pay. We also offer Shop Pay Installments, which lets you split your purchase into interest-free payments — because premium, planet-responsible products should be financially accessible to more people, not just those who can absorb the full cost upfront. All transactions are processed over encrypted, PCI-compliant connections. We do not store your full card details.

How does Rootwell measure and report the environmental impact of my purchase?

Every order generates a personal impact summary sent to your email within 48 hours of purchase. This isn't a feel-good graphic — it's a specific, data-backed breakdown: the estimated CO₂ offset associated with your order, the volume of virgin plastic or conventional material displaced, and any direct contributions to our vetted reforestation or ocean recovery partners tied to that product line. We also publish an annual Rootwell Impact Report — our 2026 edition is available now under the Our Impact section of the site — which aggregates the collective environmental outcomes of every purchase made across our community. We believe accountability should be measurable, not motivational.