SHIPPING AND RETURNS
SHIPPING
All Roots Natural Candles products are prepared and packaged with care. Please allow 3–5 business days for order processing before shipment unless otherwise stated on the product page. Once your order has shipped, tracking information will be sent to the email address provided at checkout. Shipping times are estimates and do not include processing time. Roots Natural Candles is not responsible for carrier delays once a package has been transferred to the shipping carrier.
DAMAGED OR INCORRECT ORDERS
If your order arrives damaged or you receive an incorrect item, please contact us within 3 days of delivery and include your order number and clear photos of the item and packaging.We will review the issue and work with you to make it right.
RETURNS & EXCHANGES
Due to the nature of our fragrance, body care, and handcrafted products, all sales are final. We do not accept returns or exchanges based on fragrance preference. We encourage customers to review fragrance descriptions before purchasing.
If there is an issue with your order due to damage, defect, or an error on our part, please contact us so we can review the situation.
CUSTOM & PERSONALIZED ORDERS
Custom, personalized, event, favor, and made-to-order products are final sale and cannot be returned or exchanged.
ORDER CHANGES & CANCELLATIONS
Because orders may begin processing shortly after purchase, changes or cancellations are not guaranteed. Please contact us as soon as possible if you need assistance with an order.
Questions?
For questions regarding an order, please contact Roots Natural Candles and include your name and order number so we can assist you as quickly as possible.
Then in Shopify, put Shipping & Returns in your footer menu, not under your main navigation. Your main navigation should stay focused on shopping and experiences.
One thing: only use the 3–5 business-day processing time if that's actually what you can consistently meet. With your 9–5 and handmade production, I'd rather set it at 3–7 business days if that gives you breathing room than promise customers something you can't always maintain.