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FAQs

HOW DO I CARE FOR MY SHOES?

A damp, soapy cloth can be used to clean your shoes. If you notice any spots or dirt on them, it's best to clean your shoes right away to keep them looking awesome. It is recommended that you do not go mountain climbing or traipsing through mud with your shoes from The Root Collective. They are durable, but for goodness sake, they still have a fabric and/or leather exterior. 

CAN I EXCHANGE MY SHOES FOR A DIFFERENT SIZE?

Of course! Even better, it's free. Just contact us at customerservice@therootcollective.com and we'll help you out in a timely manner.

I EMAILED CUSTOMER SUPPORT. WHEN WILL I GET A RESPONSE?

We do everything within our power to answer your questions within 48 hours, Monday through Friday. We do not have a support team available on weekends, because we respect our time with our family and friends (and also to just plain rest!).

CAN I USE MULTIPLE COUPON CODES ON MY ORDER?
 
No. We cannot accept more than one coupon code per order. You may apply store credit and one coupon code to an order.
 
HOW LONG WILL IT BE BEFORE MY PREORDERED ITEMS SHIP?
 
It can be approximately 2-6 weeks until your preordered item ships. All of our artisans work as fast as they can to get their quality-made items to your door!  If you have any questions about the exact arrival of your item, please contact customerservice@therootcollective.com
 
If you have ordered multiple items and any are in a preordered status, they will all ship together when available.

HOW LONG WILL IT TAKE ME TO GET MY SHOES?

We know, we know. It's so hard to wait sometimes! Packages are shipped within a few days. We do not send shipments every day, so we appreciate your patience! If this is an order that's needed in a certain time frame, please reach out to us and let us know and we'll do our best to accommodate. If your order includes a preorder item, then it will obviously take longer.

If there is an issue with your order, we will contact you in a timely manner.

We ship via Priority Mail in the US, so you'll normally get your package with 7 days of your order (though typically faster than that!). Shipments to Canada can take over a week, as we ship via First Class International. Other destinations, just know we try to get them to you as soon as possible. You will be notified when your package ships, along with the tracking number, so you can constantly hit refresh on usps.com to see if your package has made it closer (it's ok to be obsessive, we understand).

If a preorder item was ordered, please refer to the information found above!