Shipping policy

ROOT+SPRING SHIPPING AND SHIPPING GUARANTEE POLICY

SHIPPING POLICY:

We will process and ship most orders within 1 – 2 business days. We make every effort to ship on Saturday’s, but it is not guaranteed. We observe USPS recognized holidays’.

All orders ship from the state of TEXAS.

You will receive a confirmation email upon successful placement of your order. You will receive additional email notifications with tracking information at the time of shipment and at successful delivery. If you have not received these emails, please check your spam folder.

Domestic Orders

We typically will ship Domestic orders via USPS mail; we reserve the right to opt for UPS or DHL, depending on circumstances. Shipping rates and delivery times (including shipping and handling times) are as follows:

  • Orders $99+ are eligible for FREE standard shipping.
  • $7.95 USPS Standard Shipping (5-10 Business Days)
  • $16.95 USPS Priority Mail (3-5 Business Days)
    • Does NOT include a service delivery guarantee.
    • Includes up to $50 insurance.
  • $19.95 UPS 2-Day Air (3-4 Business Days)
    • Only available in the Lower 48 States and Armed Forces
    • Weekend Days ARE NOT considered delivery days and are excluded from the 2-Day delivery calculation.
    • Does NOT include a service delivery guarantee.
    • Does NOT include insurance.

**NOTE: Due to the nature of our business, we cannot offer overnight shipping at this time.

International Orders

International shipping rates are calculated at checkout.

root + spring will accept international orders subject to our Terms of Use and the following:  

  • root + spring will accept international credit cards charged in USD;
  • Customer is solely responsible for determining that the ordered products may be shipped to and is legal in the destination country and that all regulatory requirements are complied with;
  • Customer is responsible for all import/export duties and other costs;
  • Customer will remain responsible for product and shipping charges notwithstanding the destination country delaying, detaining or confiscating the shipment.

Indemnification and Waiver

Per our Terms and Conditions, unless we have agreed to pay for shipping as part of a promotion, all shipping is charged to you and will be included on the order invoice or by separate invoice if shipping charges are not ascertainable in advance. In all cases, root + spring's responsibility for the risk of loss ceases upon delivery to the shipper, and thereafter, you will bear the risk of loss.

You must make all claims arising from shipping directly to the shipper. In no event will root + spring have liability to the Customer with respect to root + spring's handling of the claim nor is root + spring responsible for the shipper’s claim adjudication.

SHIPPING GUARANTEE POLICY:

By opting into the ShipAid Shipping Guarantee at checkout, you receive premium protection against lost, damaged, or stolen packages during transit. If an issue arises, you can submit a claim.

1. Covered Issues & Filing Deadlines

To qualify for a replacement order or a full refund, claims must be submitted within the following strict timeframes: 
  • Lost in Transit: The tracking status has not updated or shown movement for more than 15 consecutive business days (Domestic). Claims must be filed within 45 days of the mailing date. 
  • Stolen (Marked Delivered but Not Received): Claims must be filed no earlier than 2 business days and no later than 10 business days from the date the carrier marked the package as "delivered."
  • Damaged in Transit: Claims must be filed within 7 business days of the confirmed delivery date.
2. Required Documentation & Evidence

All submissions undergo review. To expedite approval, you must provide the following evidence via our resolution portal:
  • Damaged Items: Clear, high-resolution photos of the damaged item itself AND the outer shipping box/packaging showing the shipping label. Do not discard items or packaging until your claim is approved. 
  • Stolen Items: For orders valued over $100 USD, a copy or photo of an officially filed police report is mandatory. The report must explicitly state the package theft occurred at your delivery address.
  • Proof of Value: Your original Order Number and the email address used to place the order. 
3. Approved Claim Resolutions

Once our team verifies your submission (typically within 1–2 business days), you can choose one of the following resolutions:
  1. Replacement Shipment: We will dispatch an identical replacement order immediately at no extra cost, subject to stock availability.
  2. Full Refund: A refund issued back to your original payment method.
4. Policy Exclusions & Limitations

The Shipping Guarantee does not cover packages under the following circumstances:
  • Non-Refundable Protection Fees: The premium fee paid for the Shipping Guarantee at checkout is 100% non-refundable. Once an order has shipped, this fee cannot be refunded or credited under any circumstances, including if you return your order for a refund or if the package is successfully delivered without issue.
  • Incorrect Address: Packages misdelivered or returned to sender due to an incorrect or incomplete address entered by the customer at checkout.
  • International Orders: International orders are NOT covered under ShipAid Shipping Guarantee.
  • Delays: General carrier delays due to weather, peak holiday volume, customs hold-ups, or labor strikes.
  • Unprotected Orders: Any order where the customer manually opted out or deselected the Shipping Guarantee fee during checkout.