Frequently Asked Questions for Buyers
Rootsy is a Canadian online marketplace that connects buyers with small and medium-sized businesses across Canada.
Every product you buy supports a real Canadian seller — a creator, a local shop, a newcomer entrepreneur, or a family-run business working hard to grow.
Rootsy is built on purpose:
to give buyers a meaningful shopping experience while uplifting small businesses in a world dominated by Amazon, Etsy, and Temu.
Our sellers are Canadian-based businesses, including:
Whether products are made in Canada or sourced internationally, all Rootsy sellers operate within Canada.
Because your purchase makes an actual difference.
When you buy on Rootsy, you support:
Shopping here feels good and does good.
It's simple:
Rootsy handles everything behind the scenes.
Yes.
Add products from any store — Rootsy automatically manages multiple shipments and tracking for you.
Yes.
All sellers go through verification and must follow Rootsy's product compliance requirements.
Counterfeit or unsafe items are strictly prohibited.
All prices are in CAD.
Applicable GST/HST is automatically calculated at checkout based on your province.
Shipping is centralized and fully managed by Rootsy through trusted logistics partners (e.g., eShipper and national carriers).
Sellers cannot use their own carriers — this ensures consistent, reliable shipping for all buyers.
Once your order ships, you receive a tracking number and can follow every step.
Because shipping in Canada is expensive — and we don't believe buyers or small sellers should carry that entire burden alone.
Rootsy designed a fair, sustainable shipping model:
Rootsy pays of every shipping cost
Sellers pay
Buyers pay
This system:
We're not here to make quick profit — we're here to build a fair marketplace where everyone wins.
Delivery depends on the seller's location and your province.
Most orders arrive within 2–9 business days.
You'll receive tracking updates throughout the process.
Not at the moment.
All shipping is done through Rootsy's centralized system to protect buyers and ensure fair, consistent delivery for everyone.
Absolutely.
We use secure Canadian payment gateways with:
Sellers never see your card details or personal financial information.
Credit and debit cards.
More methods (Apple Pay, Google Pay, PayPal) will be added soon.
Only the details they need to ship your order:
Your payment details remain fully confidential.
You're protected.
Go to your order page and click "Report an Issue."
Rootsy and the seller will work together to resolve it.
Buyers are covered by our Buyer Protection Policy for:
Rootsy steps in to help quickly and fairly.
If tracking shows no movement or the carrier confirms a loss:
Rootsy assists with the claim, and you will receive a replacement or refund depending on the situation.
Yes, if the seller hasn't shipped it yet.
Go to your order page → Click "Request Cancellation."
Most sellers offer a 15-day return policy.
Products must be unused and in original condition.
Some sellers choose "No Returns" for:
Return options are clearly visible on each product page.
It depends:
If the item is damaged, defective, or incorrect → Seller pays
If you changed your mind → Buyer pays
If the listing is "No Returns" → Returns are not accepted
Rootsy mediates disputes through the Resolution Centre.
Once the seller receives the item and confirms its condition, your refund is issued to your original payment method.
Most refunds process within 3–7 business days.
You can browse without an account, but you need one to:
Go to Track Your Order on the website and enter your order number. You also receive email updates automatically.
We use:
Your trust and safety come first.
Yes. All listings are in CAD.
Not yet. Rootsy is currently focused on supporting Canadian buyers and optimizing nationwide delivery.
Yes! Rootsy occasionally runs site-wide promotions, and sellers can price their own products on sale.
Email: contact@rootsy.ca
Hours: Monday to Friday, 10 AM – 6 PM EST.
Our support team is based in Canada and ready to help.
Rootsy is not just a place to shop — it's a way to uplift Canadian small businesses while enjoying a safe, smooth, meaningful shopping experience.
Every order keeps a dream alive, strengthens a local business, and builds a stronger, more connected Canada.
Thank you for choosing to shop with heart.
Rootsy Marketplace — Stronger Together, Locally Rooted.
