Quick answer: For merchandise shipped to a Canadian address, Roots describes a 30-day period after receiving an eligible online order or Shipped from Store purchase. An eligible online return can go to a Roots store or use the official mail process, but a purchase completed at a store cash register must go back through a store. The Roots Canada return policy distinguishes these routes and explains how the refund method affects a mail-return fee.
What the published policy covers
The item must remain unworn, unwashed and unaltered with its tickets attached. The published online mail process charges CAD $12 when a return is credited to the original payment method; a qualifying refund to a Roots gift card has no mail-return fee. Returning an eligible web purchase to a Roots store is free. Roots does not process direct exchanges by mail. Final-sale rules cover specified price endings, personalized items, jewellery, swimwear, gift cards and some promotion purchases, so an ordinary 30-day window does not override the product-level exclusions.
A practical Canadian purchase example
Suppose a Roots hoodie purchased online is the wrong size. You could bring an unworn, ticketed hoodie and order email to a Roots store if an in-store exchange is available. If you cannot visit a store, a mailed return does not reserve another size: check the refund option and fee, then arrange a separate purchase if desired. This describes published routes, not a guarantee that the new size remains in stock.
How to start the official return
Locate the order under Order History, follow “Start a return/exchange” to the Roots Returns Portal, identify the eligible items and choose the available method and refund route. For a store return take the order number or confirmation email. For a mailed parcel use the official label and retain the tracking details; mailing a package without using the Roots label does not necessarily avoid the published fee. For a purchase made at the cash register, bring the original store receipt to a Roots location instead of using the online warehouse address.
Receipt, gift and item-level exceptions
A gift receipt is not equivalent to the original purchaser’s receipt. Roots says gift-receipt returns should be handled in store or through customer service and may result in exchange or gift-card credit; for a missing receipt, contact the company rather than assuming the purchase can be refunded. If you used a Roots gift card and credit card together, the gift-card portion of the original payment is handled separately on return. Save both the order email and any return confirmation.
Official help and refund follow-up
Roots publishes customer-service options, including chat and its Canada contact numbers, in the official policy and support page. If a tracked parcel has arrived but the return confirmation has not been issued, use the order number, original email and drop-off proof when asking for an update; the company describes a warehouse-processing period distinct from bank posting time.
Questions specific to this policy
Can a Roots store purchase go back by mail? No: the Canada policy places cash-register store purchases on the in-store route. Can a gift recipient get cash using only a gift receipt? The described gift-receipt process points to an exchange or Roots gift card, not a guaranteed cash payout.
Independent Canadian consumer-policy explainer; not the brand’s customer service or an assessment of an individual legal entitlement. Official commercial-policy pages checked 20 September 2026. Terms can change after verification.