Frequently Asked Questions

Thanks for visiting Roots & Harvest. Here you'll find our Frequently Asked Questions and Answers. Simply click on the topic you would like below - or scroll down to browse our Questions. Click on the Question to view the Answer. If we don't have the answer to your question here, please contact Customer Service at 877.509.3457 for assistance.

Corporate Information
Ordering
Shipping
Seasoning
Warranty Information
Parts
My Account

 

CORPORATE INFORMATION

Roots & Harvest Contact Information

Address: 4440 Muhlhauser Rd., Suite 300, West Chester, OH 45011-9767
Toll Free: 877.509.3457
Local Phone: 513.202.1188
FAX: 513.202.9494
Email: connectwithus@rootsandharvest.com

Business Days and Hours

Regular Business Hours: Monday-Friday 8:00 a.m. to 6:00 p.m. Eastern Standard Time.

Holidays That We Are Closed

• New Year's Day
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving
• Christmas


ORDERING

I want to add to, change, or cancel my order

Call our customer service department at 877.509.3457 to make a change to an order.

I placed an order and it doesn’t have an updated status

Please contact us at 877.509.3457 for order status

Methods of payment accepted

We accept MasterCard, Visa, America Express, Discover, Personal Check, Business Check, Cashiers Check, and Money Order. Orders paid by personal checks may be held up to 10 business days until check is processed through your bank.

Do I have to pay tax?

If you live in the state of Ohio you will be charged tax on non-edible items and shipping.

What does backordered mean?

Backordered means that the item is currently out of stock. To find the next expected arrival date for a backordered item it will be shown in red by the product description on our website or call us toll free at 877.509.3457. Our Customer Service Representatives will be happy to assist you.

How can I tell if the item I want is on backorder?

If you are searching for an item online, under the full product description it will usually state, “This item is backordered” in bold, red letters.

How long will my item be on backorder?

To find an estimated arrival date, contact our Customer Service Department toll free at 877.509.3457. Most products will arrive in 2-3 weeks or less. There are times when it may be longer, depending on the item.

Do you have a store? Where can I order at a store?

We have a seasonal outlet at 4440 Muhlhauser Rd., Suite 300, West Chester, OH 45011 (20 minutes outside of Cincinnati). The outlet is usually open from September to January, 8 a.m. - 5 p.m. EST. From February to August, you can visit our main office at 4440 Muhlhauser Rd, Suite 300, West Chester, OH 45011 to purchase products.


SHIPPING

What method do you use to ship?

Roots & Harvest ships orders through UPS and USPS.

Ground shipping will ship via either UPS or USPS.

Can I choose a different method to ship?

We will to our best to accommodate optional shipping requests.

What are your shipping charges?

Roots & Harvest shipping charges are calculated by merchandise total.

Cost of Goods Shipping Cost
$ 1.00 - $ 15.00 $5.95
$ 15.01 - $ 25.00 $7.95
$ 25.01 - $ 50.00 $8.95
$ 50.01 - $ 75.00 $10.95
$ 75.01 - $110.00 $11.95
$110.01 - $175.00 $13.95
$175.01 - $225.00 $14.95
$225.01 - $300.00 $15.95
$300+ 7% of merchandise total

There are items that incur additional shipping charges based on the size or weight of the item. These items are each marked with the additional shipping cost. To calculate the shipping with the additional shipping cost, first calculate your merchandise total. Locate your shipping cost on the chart above based on that total. Add the additional shipping to the shipping cost.

Why do some items have additional shipping charges?

Some of our products have additional shipping fees because of the weight and/or the size of the product.

When a product has additional shipping, shipping is calculated first by the merchandise total and then the additional shipping is added to that total.

For example, a product has $7.00 additional shipping. That means it has a regular shipping charge of $15.95 plus the additional $7.00, making it $22.95 to ship the item.

What is ship ahead? Are there additional charges for additional shipment on one order?

Ship ahead means that an order which has both in-stock and back-ordered-items will be shipped in two shipments. In-stock items on these orders will be shipped prior to back-ordered items, thus creating two shipments from one order. You have the option to choose to ship ahead if your order has items on back order. If you choose to ship ahead, we ship in-stock items right away and ship back-ordered items when they become available. If you choose not to ship ahead, your entire order will be held at our warehouse until every item is available to ship.

How is shipping outside the 48 continental USA handled?

If you are shipping your order outside the 48 continental states, please call us toll free at 877.509.3457. We will calculate your additional shipping charges. Customers outside the 48 continental states have the option to ship via UPS or USPS (US Postal Service). Shipping is based on actual shipping cost based on weight and size of the package. Shipping fees paid to Roots & Harvest do not include any charges or fees that may be incurred such as: customs fees, border fees, duties or brokerage fees.

How do I return an item?

If you would like to return an item, please call us toll free at 877.509.3457. Our Customer Service Representatives will give you the RMA needed to return an item. You can also click on Return Form here for the form.

You may also simply fill out the return form on the back of your packing slip that came with your order and follow the directions listed to make the return.

Roots & Harvest offers a 30-day money back guarantee. If you are not satisfied with your product, please contact us to discuss your return. Shipping fees are not refundable.

Where is my order?

You can track your order on our website by visiting our Track Your Order page. You will need your order #, email address and zip code to track your order online. If you need any further information, need a tracking number, or have any questions, please call us toll free at 877.509.3457.


WARRANTY INFORMATION

What kind of warranty do you offer?

All Roots & Harvest products are warranted for 1 full year. Some products may have an extended manufacturer's warranty that is valid only through the manufacturer.

For your warranty to be in effect, you must fill out your warranty card and return it to 4440 Muhlhauser Rd., Suite 300, West Chester, OH 45011, or submit it online here: Warranty Registration. You must include a copy of your receipt with your returned warranty card - KEEP your original receipt, as this will be needed for Warranty Service.

Failure to send warranty information to Roots & Harvest will limit your warranty to 90 days with proof of purchase.


PARTS

My product is broken, what should I do?

Please call Roots & Harvest at 877.509.3457. If the broken part is replaceable and the product is still under warranty (warranty information must be on file) we will send a replacement part to you ASAP free of charge.

Please send us your warranty information as soon as possible.

My product is not working properly, what do I do?

Please call us toll free at 877.509.3457. Our Customer Service Representatives and Service Technicians will be happy to assist you.


MY ACCOUNT

I have moved and need to change my address

If you have a change of address, you can email the new address to connectwithus@rootsandharvest.com. Please include your old address in the email so that we can remove it from our mailing list.

I forgot my online password.

Reset your password here. A new password will be emailed to you.

You can change the password by signing in with the reset password and then click on “change password” in My Account.

Remove me from your mailing list.

If you would like to be removed from our mailing list, email your request to connectwithus@rootsandharvest.com

You may also call Roots & Harvest at 877.509.3457Our Customer Service Representatives will be happy to assist you.