Cancellation, Refunds & Return Policy

Last updated 04/20/2020

We want you to be happy with your Healthy Roots Dolls product purchases. In the event that you have an issue with your Healthy Roots Dolls product you purchased, please let us know by reaching out to us at hello@healthyrootsdolls.com. We are happy to issue you a full refund of the purchase price (minus shipping and handling, gift wrapping, or other service fees) upon receipt of your unopened or unused product within 30 days from the date that the product was delivered to you.

Refunds will be credited in the form of store credit via an e-gift card. Purchases of gift certificates and/or sale items cannot be returned for a refund.

We, unfortunately, cannot receive returns of opened or used products.

There will be a standard shipping fee of $10 when returning your product, and this fee will be deducted from the total store credit rewarded. All returns must be postmarked within 30 days of delivery. For example, a product delivered on April 1st, 2020 must be submitted to the shipping carrier by April 30th, 2020 in order to be granted a store credit. 

We will provide you with a return label and you will receive store credit in exchange for the product once it is returned to our facility. This store credit will be sent in the form of an e-gift card. Once we have received and processed the returned item(s), you will receive an email notification to the original email used to place the order. 

RETURNS

All returns must be postmarked within thirty (30) days of the purchase date. All returned items must be in new and unused condition, with all original tags and labels attached.

RETURN PROCESS

To return an item, please email customer service at hello@healthyrootsdolls.com to obtain a Return.

Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return.

REFUNDS

After receiving your return and inspecting the condition of your item, we will process your return. Please allow at least seven to ten (7-10) days from the receipt of your item to process your return. Refunds will be credited in the form of store credit via an e-gift card. Purchases of gift certificates and/or sale items cannot be returned for a refund.. We will notify you by email when your return has been processed.

EXCEPTIONS

The following items cannot be returned:

  • Apparel
  • products that have been opened
  • products that have been used
  • products without original packaging

For defective or damaged products, please contact us at the customer service email below.

Please Note

  • Sale items are FINAL SALE and cannot be returned.

QUESTIONS

If you have questions regarding our policy, please contact us at hello@healthyrootsdolls.com during our business hours of Monday-Friday between 9am- 5pm.

How to return items to Healthy Roots Dolls

To return items to HealthyRootsDolls.com, please follow these easy steps:

  1. Send an email to support hello@healthyrootsdolls.com with your order number (if you don’t have it—please specify your name, email you used to place your order and address) and items to be returned. Unfortunately, we are unable to refund your original shipping charges unless the return was a result of our error.
  2. Using the return label provided to you by Healthy Roots Dolls, pack and seal your return merchandise securely in the original package, if possible. Otherwise, please pack your return in a well-padded envelope or box to prevent damage during shipment.

 

Your return will be processed promptly upon arrival, and we will send you a confirmation by email. Please allow 5-7 business days from our receipt of the package for your account to be credited.

Returns will not be accepted without prior authorization.

Please note, we cannot assume responsibility for lost return shipments. We are unable to credit any original shipping charges that you paid unless the return was a result of our error.

Shipping Policy

Shipment Method

  • UPS & Fedex
  • We ship to the U.S. We do not offer international shipping

Shipping Times

  • Standard orders ship within 7 business days, but orders may ship the same day.
  • Standard shipping is 3-7 days after shipment.
  • If your products have not arrived 10 days after the date of shipment, contact the carrier or hello@healthyrootsdolls.com for assistance.
  • Please bear in mind that we are only provided with an estimated delivery date from our carriers. On a rare occasion, these packages can arrive outside of the estimated timeframe.

Shipping Fees

  • Healthy Roots Dolls guarantees the delivery of all orders. Orders that are lost by the shipping carrier or damaged in transit will be replaced at no cost to the customer.
  • We do not guarantee the free replacement of orders that are stolen,  misdelivered or returned to sender due to an incorrect or incomplete address. These orders can be replaced if the customer pays an additional shipping fee.
  • Please reach out to hello@healthyrootsdolls.com for any shipping concerns or to report an issue with your shipment.

 

MISSING/DAMAGED/STOLEN PACKAGES

We have partnered with Route to ensure that you can get 100% coverage on your order for a minimal fee (generally $0.98)!   Route will help you file a claim immediately and cover your packages. Should you deselect Route coverage we are not responsible for your package.

If your package arrives damaged notify us at hello@healthyrootsdolls.com and Route within 72 hours to file a claim.

Packages that are lost by UPS will be covered by Route insurance. We do not issue refunds on lost packages. If you have any questions about your package you can also contact UPS at their main customer service number: 1 (800) 275-8777. You will need to have your tracking number on hand when you call them, the tracking number can be found in your shipping confirmation email.

Address Change / Incorrect Address Policy

  • It is the customer’s responsibility to provide the correct shipping address at checkout. We cannot guarantee that shipping address update requests will be processed after an order has been placed. If your order has been shipped, contact the carrier to update the address.
  • Refunds will not be issued for orders that are shipped to the most updated address provided by the customer.
  • Healthy Roots Dolls will not refund or replace orders that are returned to the sender due to an incorrect or incomplete shipping address provided by the customer. These orders can be replaced if the customer pays an additional shipping fee.

To track the process of your order

If you added your phone number or email, you will receive shipping updates after your order has been shipped.

If you downloaded the Arrive App, you can check your order status from the app.