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Customer Service


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 conditionwithin 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. 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. Shipping may be delayed due to National Holidays.

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 will be sent out when order is ready. All pick ups can be claimed during normal Retail Store business hours, after you have received confirmation that your order is ready for pick up.







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