Shipping Policy

Shipping & Delivery

Q. How long does it take for my order to ship?

A. Typically orders will ship within 48-72 hours from the time the payment is processed. After your order has shipped, it will take between 2 to 4 business days for you to receive it. In the rare case that anything should occur that would interrupt or lengthen this process, you will be contacted by email with the status of your order.

Q. How are shipping costs calculated?

A. Within Ontario
All orders over $75.00 (excluding taxes) are shipped FREE OF CHARGE.
All orders below $75.00 (excluding taxes) are subject to a flat shipping rate of $10.00

Outside Ontario ( (Northwest Territories, Nunavut, and Yukon territories excluded)
All orders over $100.00 (excluding taxes) are shipped FREE OF CHARGE.
All orders below $100.00 (excluding taxes) are subject to a flat shipping rate of $15.00

All orders from Northwest Territories, Nunavut, and Yukon territories are subject to a flat rate shipping of $25.00 


Q. Do you ship internationally?
A. We currently do not ship overseas. We ONLY ship within Canada at this time.

Q. Do you ship to multiple addresses?
A. No, we are only able to ship your order to one address (No PO Box shipping)

Q. There is an error with my shipping address. How can I fix this?
A. If you have not yet placed your order, you can change your shipping address by going to your account settings and editing your shipping information. If you have already placed your order prior to realizing the error, please email our customer service team at customerservice@rootalive.com immediately (within 24hrs of placing your order) and include your name, order number and correct mailing address. 

We will do our best to ensure your order is delivered to your preferred mailing address however we cannot guarantee that changes will be made on time, prior to shipping to the address selected during checkout. 

Q. Can orders placed online be picked up at your office?
A. No. Our office is not set up to serve pickup orders. All orders will be shipped.

Q. How do I track my order?
A. We will email you with your shipping details once the order is processed and is on its way. 

If you do not receive your tracking information, please email us at customerservice@rootalive.com and our Customer Service team will be glad to help you.

Q. The status of my order says that my package has been delivered but I haven’t received it yet. What does this mean?
A. If the status of your order states that it has been shipped but you have not received your package within the stipulated delivery window, there are a few things you can do:

  • Look for a notice of attempted delivery. If someone attempted to deliver your package but was unsuccessful, there should be a notice in your mailbox or on your front door.

  • Check your community mailbox. Sometimes the driver will leave your package in your community mailbox rather than your front door.

  • Check around the delivery location. Rather than leaving your package out in the open, delivery services often leave packages in safe, hidden places to prevent theft.

  • Check with family and/or household members to see if someone else has accepted your delivery.