Refund policy
Rootstep US – Return Policy
Return Policy
At Rootstep, your comfort and satisfaction are our top priorities. If you are not completely satisfied with your purchase, we’re here to help. Please review our return and exchange policy below.
For any return or exchange request, contact us at:
barefoot@root-step.com
Common Return Reasons & Solutions
Arrived Late
If your order arrives later than the estimated delivery timeframe of 21 days, you may be eligible for an $8 compensation refund.
Defective / Manufacturing Defects / Quality Issues
If your product arrives defective or has a manufacturing issue, we will send you a replacement pair free of charge.
Wrong Size or Color Ordered
If the item does not fit or you ordered the wrong color/size, you may return or exchange the item. Customers are responsible for return shipping costs.
Changed Your Mind
If you no longer want the item, you may return or exchange it. Customers are responsible for return shipping costs.
Wrong Item Received
If you received the wrong item or something is missing from your package, we will either:
- Send a replacement free of charge, or
- Cover the return shipping costs for the incorrect item.
Parcel Damaged on Arrival
If your package arrives visibly damaged, we will send a replacement pair free of charge.
Incorrect Shipping Information
Please verify your shipping information carefully before placing your order. If you notice an error, contact us immediately at barefoot@root-step.com so we can assist you before shipment.
Other Issues
If your situation is not listed above, please contact us directly and our support team will work with you to find a solution.
How to Return Your Order
If you would like to return all or part of your order, please follow these steps:
1. Contact Us
Email us at barefoot@root-step.com within 30 days of receiving your order. Please include:
- Your order number
- The reason for the return
- Photos if applicable
2. Return Approval & Address
Our customer service team will review your request and provide the correct return address if approved.
Important: Approved returns will be automatically canceled after 14 days if no response or shipment is received from the customer.
3. Prepare Your Return
Securely pack the item(s) in the original packaging, including all accessories and included items.
4. Ship the Return
Send the package to the return address provided by our support team and share the tracking number with us via email.
5. Refund Process
Once your return is received and inspected, your refund will be processed within 5 business days to your original payment method.
Non-Returnable Items
The following items are not eligible for return:
- Pre-order products
- Used items or products not in original condition
- Promotional sale items exceeding the return limit policy
Promotional Sale Items (Including BOGO Offers)
Items purchased during promotional campaigns, including BOGO offers, may still be returned. However, returns are limited to a maximum of 3 items per order.
This policy helps us manage inventory efficiently while continuing to offer special promotions to our customers.
Products Damaged on Arrival
If your product was damaged during transit, please:
- Take clear photos of:
- The damaged item
- The shipping label
- The packaging
- Email the photos along with a description of the issue to:
barefoot@root-step.com - Contact us within 5 days of receiving your order.
Once verified, we will send a replacement product free of charge. If a second defect occurs, we will issue a full refund.
Additional Information
- All returns must be approved by our customer support team before being shipped.
- Unauthorized returns will not be accepted.
- Our support team is available Monday through Friday and will respond as quickly as possible.
For assistance, contact us anytime at:
Thank you for choosing Rootstep .We truly appreciate your trust and support.