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Customer Service

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Root Candles is dedicated to providing our customers with a superior level of service. Please see below for the ways in which we can assist you:

Root Candles
623 West Liberty Street
Medina, Ohio 44256
(800)BUY-ROOT or (330)725-6677 ext. 3201
EMAIL: westliberty@rootcandles.com
FAX: (330)725-5624

 

Interested in becoming a Retailer?
Contact our Customer Service Department Monday through Friday 8am to 5pm (800) BUY-ROOT ext. 1760

Interested in Employment Opportunities?
Contact our Human Resources Department at HR@rootcandles.com

Returns and Replacements

We at The A.I. Root Company (“Root”) value and take pride in the quality of our products. Prior to shipment, we inspect all orders. We ask our customers to please inspect purchases upon receipt. Please let us know if there is any damage to your merchandise once you receive your order. If there is any damage, we will arrange to promptly replace the damaged product. Moreover, if you are dissatisfied with a purchase from Root for any reason, you may return any purchased items in original condition within 30 days for a refund of the merchandise value. Please note that we do not accept returns on items that were offered on “special,” sale items, retired items, or other special-buy items. Shipping charges are always non-refundable.

For detailed procedures for returning items through the mail, please contact our company store Root Candles at West Liberty at 1-800-BUY-ROOT ext. 3201 or (330)723-4359.

Shipping Information

Root Candles is committed to delivering products to arrive in perfect condition. And for this reason, during periods of extreme summer heat, product shipments may be held for several days to avoid heat-related damage in transit. Rest assured, though, that we will do everything to make sure your Root Candles products arrive to you when you need them.

Our reliable shipping methods include: FedEx Ground, FedEx Express Saver, FedEx 2-Day, and FedEx Standard Overnight. Cost of shipping is calculated when your shopping is complete, your preferred method of shipping is selected and your shopping cart is reviewed. FedEx does not ship to PO Boxes, all orders containing a PO Box in shipping address will be shipped via USPS. If you would like to ship items overseas or by USPS, please call (330) 723-4359 to place your order.

Please note: All orders placed after 9:00am on Friday mornings will not be processed for shipping until the next regular business day, which is Monday during the non-holiday season. Orders received after 12:00PM Monday-Thursday will be processed the next business day. Shipping may be delayed due to National Holidays.

Shipping to Canada

At this time, we are unable to ship orders to Canada. Once shipping resumes, any additional taxes and duty fees will be collected at time of delivery on all Canadian orders.

In-Store Pickup

Root Candles now offers In-Store Pickup for local residents in the state of Ohio. Typically, orders will be ready for pick up 1-2 business days from date of order purchased. An email notification, from a Root Candles Team Member, will be sent when your order is ready for pick up. All pick ups can be claimed during normal Root Candles Flagship Store business hours at 623 W. Liberty Street in Medina, Ohio. Please note that there may be a short waiting period on the Weekend and during the busy Holiday Season.

Shipping APO/FPO/DPO

At this time, we are unable to ship online orders to APO/FPO addresses. Please call (330) 723-4359 to place your order over the phone.

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