Cancellation policy

Last Updated: January 12, 2026

This policy governs the specific terms, billing mechanics, and cancellation procedures for specialized purchase options offered by Roots Pet Inc. This policy is incorporated by reference into our primary Terms & Conditions.

1. Auto-Renewing Subscriptions

When you purchase a Roots Pet subscription, you are expressly enrolling in a continuous, auto-renewing delivery program.

• Billing Mechanics: By enrolling, you authorize Roots Pet Inc. to securely store your payment credentials and automatically charge your payment method for repeat deliveries. Charges will be processed based on the subscription duration and frequency you selected at checkout, plus applicable taxes and shipping fees.
• Automatic Renewal: Your subscription will automatically renew at the end of each billing cycle until you affirmatively cancel it.
• Cancellation & Modification Procedure: You retain the right to cancel, pause, or modify your subscription. You may execute these changes independently through the customer account portal linked in your order confirmation emails, or by submitting a written request to hello@rootspet.com.
• Mandatory 7-Day Notice Deadline: To successfully avoid being charged for your next upcoming shipment, you must complete your cancellation or modification at least seven (7) days prior to your next scheduled billing date.
• Late Cancellations: If a cancellation request is executed or received less than 7 days before the next billing date, the upcoming order is already locked in our active fulfillment queue. It will be fully processed, charged, and shipped. Your cancellation will then seamlessly apply to the following billing cycle. Shipped subscription orders cannot be canceled in transit and are subject strictly to our standard Refund Policy.

2. Pre-Orders

When you purchase a "pre-order" item, you are reserving a product that is either temporarily out of stock or pending market release.

• Payment Capture: Depending on the specific product offer, we may capture the full payment at checkout, collect a partial deposit, or place a temporary authorization hold on your card, with the final charge executed immediately prior to the product dispatching from our facility.
• Pre-Order Cancellations: You may cancel an unfulfilled pre-order for a full refund of any captured amounts at any time before the order enters our active fulfillment queue. To request a pre-order cancellation, email hello@rootspet.com.
• Fulfilled Orders: Once a pre-order has been processed by our warehouse and entered fulfillment, it can no longer be canceled. It must instead be treated as a standard return, subject entirely to the terms of our Refund Policy.