Refund policy

Refund Policy

At Rootsy Inc., we’re dedicated to delivering premium-quality, frozen products straight from our facility to your doorstep. We guarantee that our waffles will arrive frozen and intact, or we’ll make it right with a refund or replacement.

How Do I Know If Products Are Damaged?

Please inspect your waffles upon delivery:

  • Packaging: There should be no signs of leakage or breakage.

What Do I Need to Request a Refund or Replacement?

When contacting us about an issue with your order, please include:

  1. Order number.
  2. Photographs of:
    • The outside of the box with the shipping label visible.
    • The inside of the box with any dry ice packaging (please note the bag may be empty if the dry ice has completely evaporated).
    • The packing slip.
    • The damaged or melted product.
    • The Best By Date on the product packaging.

Who Should I Contact?

Reach out to us at info@eatrootsy.com, via our website’s chat widget, or call our Customer Support Team at (786) 826-7620.

Return Policy

Due to the frozen and perishable nature of our waffles, we do not accept returns.

Purchases from Third-Party Retailers

If you purchase Rootsy Inc. products from external retailers or online marketplaces outside of our official website, please direct any refund or exchange requests to the original place of purchase. Each retailer may have its own policy and can assist you accordingly. Rootsy Inc. cannot process refunds or exchanges for items purchased outside our direct sales channels.

Exchanges & Changes to Existing Orders

  • Order Modifications: Once a shipping label is created, we cannot modify your order (e.g., holds, product edits, or address changes). Please double-check your confirmation email to ensure accuracy and the correct shipping address.

For more information on shipping, please review our Shipping FAQ or contact us at info@eatrootsy.com or through our chat widget for exchange requests or order modifications.

Policy Amendments

Rootsy Inc. reserves the right to update or amend this policy as needed. All claims must be made within 3 days of purchase.