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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: internetorders@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. You are responsible for return shipping charges that are not related to a defective product or product that was damaged during initial shipping. Please note that we do not accept returns on items that were offered on “special,” sale items, retired items, deal of the day, 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. If you would like to ship items outside the Continental US 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. We cannot guarantee same-day processing on any order received. Shipping may be delayed due to National Holidays.

Free Shipping

On the Occasion we run Free Standard Shipping Promotions, Free Standard Shipping is only valid within the Continental United States. Free Shipping is NOT valid on 2nd Day or Standard Overnight Shipping Options. Orders placed using one of these options will be shipped via standard delivery.

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.

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.

Gift Certificates

Gift Certificates purchased online are valid only at rootcandles.com and are not for In-Store use. If you would like to purchase a Gift Certificate for the Retail Flagship Store, please call 330-725-6677 x 3201.

Wholesale and Liturgical Customers

Looking to place a reorder for your store or Church? Please contact our Customer Service Team, 800-BUY-ROOT, option 6 or email customerservice@rootcandles.com, they will be happy to assist you. At this time, Wholesale and Liturgical orders placed online will not be price adjusted or refunded. RootCandles.com promotions are not valid on Wholesale or Liturgical sales.

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Proud Member of the National Candle Association, since 1974.

 

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