Terms and conditions
Contact Information
Q. How can I contact your Customer Service Team?
A. Please email customerservice@rootalive.com
Q. What are your hours of operation?
A. Our offices are open from 9:00 a.m. to 5:00 p.m. EST, Monday through Friday. We are closed on Canadian holidays.
Account Information
Q. How can I create an account?
A. You can create an account at any time by going to the Create Account page.
Q. Do I need an email to create an account?
A. Yes. In order to create an online account, you need to provide an email address. This email address will serve you in a number of ways, from faster checkouts and order tracking to receiving updates and information about your order.
Q. What do I do if I forget my password?
A. If at any time you have forgotten your password, simply click on “Forgot Password” under the login box. Once you have submitted the email linked to your account, you will receive an email with a temporary password. Be sure to check your spam or junk mailbox as sometimes emails are redirected.
If you do not receive an email within an hour, please contact our customer service team via email and include the email that you used to set up your account.
Q. Do I need an account to place an order?
A. No. It is not necessary to have an account in order to place an order. However, we do recommend creating an account because it offers a number of benefits including newsletters with exclusive promotions and faster future checkouts
Ordering
Q. Where and how can I purchase your products?
A. You can purchase our superfoods directly on our website. To order online, click on the add to cart option below every product. This will add the product to your basket. You can then click on the basket to checkout and complete the payment process. Once your order is complete you will receive an email confirming your purchase and payment.
Q. Can we buy directly at your office?
A. No. We are not able to handle transactions at our office. All purchases of Rootalive products must be placed online or through one of our retailers.
Q. What payment methods do you accept?
A. We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, and Shopify Pay as methods of payment.
Q. Can I place a backorder on out-of-stock products?
A. Currently, we don’t have a backorder system in place.
Q. Can I modify my order after placing it online?
A. No. Once your order has been placed, changes and modifications are currently not possible. You can contact us on customerservice@rootalive.com to change or modify your order with 24 hours of placing it. We will try our best to help you
Q. Do you offer discount codes or coupons?
A. We do offer discount codes and coupons from time to time. We offer 25% off on your first order when you subscribe to our letter and notify when promotions or discounts are available. Subscribe to our newsletter and follow us on social @rootalive!
Q. How do I redeem an active promo code or coupon?
A. To redeem an active promo code or coupon, add items to your online shopping cart and proceed to edit and view your cart. Under the summary of your order, there is a field in which to apply your discount code. Enter your discount code and click “Apply Discount”. Discount and promo codes are case sensitive. Please ensure that you are entering the code exactly as it appears.
Q. How is sales tax calculated?
A. Our sales and taxes are calculated according to Federal, Provincial and Local government laws and guidelines. These calculations are automatically applied based on the shipping address that you provide when placing your order online.
Q. What currency is the site in?
A. You are currently visiting the Canadian Rootalive store and the currency is in Canadian dollars (CAD).
Wholesale, Retail & Supply
Q. How can I partner with Rootalive as a supplier?
A. We share a strong bond with our suppliers and believe there is always room for growth. If you're a supplier looking to become a part of the Rootalive supplier family, please email us with your company details and brochure at customerservice@rootalive.com
Q. How can I become an authorized retailer?
A. To become an authorized retailer please contact us at customerservice@rootalive.com and tell us about yourself!
General Product Information
Q. Do you sell bulk products online?
A. No, currently we do not sell bulk products online. For bulk inquiries, you can contact us with your requirement at customerservice@rootalive.com
Q. Is your packaging recyclable?
A. Not at this time. Although Rootalive is sensitive to environmental issues, for us to ensure that we are providing you with the highest quality superfoods, our packaging also follows this theme. Our current packaging provides you with products that can maintain their nutrients, flavour and overall quality. We are always looking for more ways to lower our carbon footprint and increase our environmental consciousness, therefore, we hope to have recyclable packaging soon.
Q. Why does my product look different from my last order?
A. Our superfoods are minimally processed and certified Organic. Because of this, there can be a slight variance in appearance, colour, scent and flavour. If you feel our products are not up to your standards, please email our Customer Support team at customerservice@rootalive.com. We will do everything to make it right for you.
Our Certifications
Q. Are your products certified Organic?
A. Yes. All our products, unless stated otherwise, are certified organic by Pro-Cert Organic Systems Ltd. and are complaint with COR (Canada Organic Regime) and USCOEA (United States-Canada Organic Equivalence Arrangement)
Storage & Shelf Life
Q. What is the shelf-life on your products?
A. Rootalive products have a 18–36-month shelf life, depending on the product. However, because our superfoods are certified organic and therefore do not contain any preservatives, we recommend using your products sooner. To prolong the shelf life of your superfoods we recommend following the proper storage recommendations as prescribed on the packaging.
Q. Should my superfoods be refrigerated?
A. Refrigeration is not required for many of our superfoods. Refrigeration may extend the shelf life of your product; however, it is not necessary as long as they are kept in a cool, dry and dark place. For more information on how to store your products, please refer to the back of the packaging.
Become a Brand Ambassador/Affiliate
We are always looking to grow the Rootalive family and would love for you to become a part of it. If you are passionate about living organic and are interested in becoming a brand ambassador, please contact us at customerservice@rootalive.com and tell us why you’d make a great affiliate!
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