Refund policy

At Roots Farm Fresh, we work hard to ensure your order arrives frozen and on time; however, all of Roots' products are perishable frozen foods, so we cannot accept returns.  Your satisfaction is our priority—so if something isn't right, we’ll make it right.

Refunds or replacements may be issued in the following situations:

• Your order arrives damaged or spoiled

• Your order is incomplete or incorrect

• Your delivery did not arrive due to a carrier issue or address error (depending on circumstances)

Please note that we do not issue refunds for:

• Customer errors in address entry

• Delivery delays due to unattended shipments (for example, if the order is left outside for too long)

• Taste or texture preferences

To request a refund or replacement, please contact us within 7 days of delivery at hello@rootsfarmfresh.com with the following:

• Your order number

• A brief explanation of the issue

• A photo (if applicable) showing the product condition

Approved refunds are processed through Shopify and typically take 5–10 business days to appear on your original form of payment. Replacements will ship as quickly as possible, depending on inventory and shipping availability.

We want your Roots experience to be easy and enjoyable. If you have any concerns at all, please reach out. We're here to help.