Subscriptions can be managed by following this link, or logging into your Root + Bones account. Changes can be made to subscriptions no later than 48 hours prior to bill date. Changes made after 48 hours are subject to a $15 restocking fee. For immediate assistance, email customer support.
Orders + Returns
What forms of payment are accepted?
We accept all major credit cards, as well as payments made through PayPal, Shop Pay, & Afterpay. We also accept Google Pay and Apple Pay.
Can I make changes to my order after it's been placed?
Sometimes, you can update your order after it has been placed. If you need to make changes or cancel your order, please email us as soon as possible at Customer Support and we will do our best to accommodate you!
If a package has already been pulled from stock, a $10 restocking fee will apply.
How do I redeem a discount or referral code?
Discounts are not automatically applied, and must be entered on the payment screen at check out. Simply enter and apply your promo code or online gift card at checkout.
Please note that promo code discounts don't apply to already discounted items or subscription orders.
Can I redeem multiple discount codes at once?
Our system only allows one discount code per order.
Please note, promotional codes cannot be used on already discounted items or subscription purchases.
Can I use my discount code on already discounted merchandise?
No. Discount and referral codes cannot be used in conjunction with subscription orders or sale items.
How long does it take for my order to ship?
Your order will typically be processed within 48 hours or two business days. This varies during high season or during our seasonal sales.
How long are charges pending?
Credit card charges remain pending from 5-7 business days for purchases, returns, and voided charges.
If a charge remains pending for longer than 7 business days, please contact customer support.
What is your return policy?
Because of the nature of the product, we only accept returns of products that are unopened and sealed.
We are unable to refund the initial order’s shipping cost and the shipping of your return is at your own cost.
What if my package says delivered but is missing?
We ask that all orders are given an additional 48 hours to arrive. Often a package is prematurely marked delivered and shows up in 1-2 business days.
If your package is still missing, please reach out to customer support and we will begin the investigation with USPS.
What if my order arrives damaged?
If your package arrives damaged, please reach out to customer support. If possible, photos are appreciated, as they help assist in the claims process with our shipping partners.
*In these cases, orders are replaced, not refunded.
We ship across the globe, with the exception of a few countries. If your desired country is in question, please reach out to customer service.
Once your order ships, you will receive a shipping confirmation email with tracking information and updates at every step along the way.
We do not require signatures upon receipt and we are not responsible for lost or stolen packages.
How are shipping rates calculated?
For orders shipping to the contiguous United States and totaling under $250, shipping is a flat rate. For orders shipping to the contiguous United States totaling over $250, shipping is free.
For international orders and non-contiguous states/territories, shipping is calculated in real-time through our shipping partners. This means your rate can vary from order to order, on day to day.
What if I need my package rushed?
If you need your shipment by a certain date, we recommend choosing Express shipping (if available to your area).
Please note that Express Shipping does still have the 2 business day handling time.
Your package will generally be shipped out UPS express.
When should I expect my order?
Most orders are processed within 2-business days. From there it depends on the shipping option you choose!
- Standard Shipping arrives in 5-8 business days
- Express Shipping arrives in 2-3 business days
Please note, all shipping options do not account for processing time of 2 business days.
Orders placed after 10:00am PST on Fridays and over the weekend will be processed the following Monday. We do not ship on weekends or holidays.
How will I know my order has shipped?
You will receive emails throughout your purchase, from confirmation to delivery.
Please allow 24 hours for the information to be updated by the shipping provider.