Shipping policy

Last Updated: January 12, 2026

1. Geographic Scope and Limitations

Roots Pet Inc. ships exclusively to residential and commercial addresses within the United States and Canada. We do not process orders for, nor do we ship to, Europe, South America, Mexico, Asia, Australia, or Africa. Any orders placed with delivery addresses outside of our designated service areas will be automatically canceled and refunded.

2. Order Processing Times

  • Orders are processed within 1 to 3 business days.
  • Daily Cutoff: Our daily order processing cutoff time is 2:00 PM CST. Orders placed after 2:00 PM CST will begin processing on the following business day.
  • We do not process or dispatch shipments on weekends or U.S. federal holidays.

3. Estimated Delivery Times

Once your order has been processed and handed over to the shipping carrier, the following estimated transit times apply:

  • United States: 2 to 5 business days following processing.
  • Canada: 5 to 10 business days following processing.

Delivery times are estimates provided by the carriers and are not guaranteed. Roots Pet Inc. is not liable for transit delays caused by high package volume, carrier disruptions, severe weather, or customs processing.

4. International Customs, Duties, and Taxes (Canada)

For all orders shipping to Canada, the customer is considered the importer of record. You are solely responsible for paying any and all applicable customs duties, import taxes, and brokerage fees levied by the Canadian government or the shipping carrier. Roots Pet Inc. does not calculate, collect, or remit these fees at checkout. If a package is refused due to unpaid customs fees, it will be abandoned or returned at your expense, and return shipping costs will be deducted from any eligible refund.

5. Address Accuracy and Lost Packages

You must provide an accurate and complete shipping address at checkout. We are not responsible for misdelivered packages resulting from customer input errors. Customers are responsible for any reshipping fees arising from incorrect addresses. Once the carrier takes possession of the package, the risk of loss transfers to you. We are not liable for packages stolen after delivery is confirmed by the carrier.

6. Subscription Deliveries (Free Shipping)

All active, recurring subscription plans include free standard shipping. Subscription orders dispatch automatically based on your selected frequency. While the base outbound freight cost is completely waived for these recurring deliveries, Canadian customers remain solely responsible for any applicable customs duties, taxes, or import fees as outlined in Section 4.