Frequently Asked Questions

To change or cancel an order, please contact our Consumer Care team as soon as possible (Open Monday - Friday, 8:00 a.m. - 4:30 p.m. Eastern) after placing the order. We'll do everything we can to accommodate the request, but please keep in mind that our order-fulfillment and shipping systems are designed to get orders on their way quickly and efficiently. Cancelation requests must be made, and confirmed, within 24 hours of placing an order.

Requests to change an order will require speaking with a Consumer Care representative. For your protection, we are unable to modify an order in any way once the order enters our system. Modifications will result in canceling and refunding the original order, and a new order with the correct information will need to be placed. A credit card will need to be provided to process the new, corrected order.

After your order ships, you'll receive an email with the tracking number. If you have an account with us, you can also track your order by signing in and going to your account dashboard. You may also contact us to check your order status.

Yes, if you aren't satisfied with your purchase, we offer FREE, easy returns and exchanges as long as the 60-day return window hasn't passed AND the item isn't marked "final sale" on its product page (e.g. our 2 replacement nozzles).

To begin a return or exchange:

1. Go to our Returns & Exchanges page and go through the guided process to generate your pre-paid shipping label. You'll choose whether you want to exchange for a different color, get refunded to original payment method, or receive store credit. For exchanges other than color, please contact us for assistance.
2. After we receive your return, we'll process it as you requested. You'll receive a confirmation email when that has happened.

Note: Any shipping & handling fees from the original order are non-refundable.

You may follow the same process as noted above. However, please note that will refund the original purchaser, and they will be notified about the return. If that doesn't work for you, please contact us and we will try to find another solution, such as offering you store credit.

We're very sorry this happened and apologize for the inconvenience! Please contact us and we'll take care of any of these issues immediately.

Please contact us and tell us what you are looking for. We will do our best to find you the appropriate parts.

You can either pay with your credit or debit card, or use a PayPal account if you prefer. With PayPal, you also have the option to use Pay Later where if approved by PayPal, you pay over 4 installments with no interest. You can learn more about PayPal Pay Later on their website.

We also support some digital wallets, including Apple Pay and Google Pay on supported devices.

Yes! Orders $49+ qualify for free shipping as long as you're shipping to a location within the Contiguous USA (i.e. lower 48 states).

Please note that if you use a discount code that takes your order total beneath the $49 threshold, your order will no longer qualify for free shipping.

All items are shipped directly from our Lancaster, PA headquarters. Orders are typically processed and shipped within 1-2 business days via FedEx Home Delivery or USPS. An estimated delivery date range is provided on our product pages and also the cart page. You can also view this map from FedEx to estimate how long a shipment will take to arrive to your location after it leaves our warehouse.

You will receive an email with tracking information after your order leaves our warehouse.

This fee helps offset the growing costs we’re incurring around fulfillment and packaging. It also allows us to continue offering free replacements for lost, stolen, or damaged packages. Although shipping carriers are usually the one at fault, they almost always put the burden back on businesses to cover those expenses. While we always take care of our customers, even if it isn’t directly our fault, these costs have risen significantly over the past few years. This fee also helps offset those costs and allows us to quickly replace impacted shipments.

Unfortunately, no. However, you can ship to a different address than your billing address.

We do not currently offer any expedited shipping options.

We ship internationally to Canada only. We recommend using a freight forwarding service, such as DHL, if you wish to order and ship outside of the U.S. or Canada. All shipments from our facility must be sent to a U.S.- or Canadian-based address.

Customers wishing to ship outside of the contiguous U.S. (AK, HI, U.S. territories, and Canada) will need to contact us during business hours to speak with a Consumer Care Representative who can provide a shipping quote to your destination.

We do not allow shipping to a P.O. Box UNLESS it is your only way of being able to receive deliveries. If that's the case, then you must email us via our contact us form or call us at 1-800-442-7336 so that we can manually place the order in our systems to ensure proper delivery. Failure to do so may result in a longer delivery time and additional shipping charges. Sorry for any inconvenience.

The Root & Vessel^® Rewards Program is a free to join loyalty program where you earn points for various activities. You can then redeem your points for discount codes on purchases at rootandvessel.com.

Note: You must create an account and be signed in to earn points for any point rewarding activity.

All the ways that you can earn reward points are listed under the "Earn Points" section on our Rewards Program page. We'll be adding more ways to earn points as time goes on, plus be on the lookout for special double or triple point days! Please note you must be signed in to earn points.

Your point balance is shown at the top of the Rewards Program page after you sign in to your rootandvessel.com account.

Most point earning activities are rewarded immediately, but a few take longer to appear in your account. Points for creating an account may take up to an hour to show up in your account, while points for review activities can take 1-2 business days. That is because every review is independently verified, so we have to manually reward those points.

If you're still not seeing your points after those time periods, please contact us. We'll ensure you receive the points you should.

You can redeem your points when you reach the first reward level, which is currently 500 points for a $5 off $30+ discount code.

After you've reached 500+ points, you can redeem your points by clicking the "GET REWARD" button under the "Rewards" section on our Rewards Program page. You must be signed in to your rootandvessel.com account to redeem a reward.

After successfully redeeming your points, you'll receive a unique discount code. That code can then be applied to any one order as long as your order total is above the stated minimum spend amount. When you're ready to apply the code to an order, simply copy/paste the code into the discount code field at checkout.

No. Reward codes cannot be combined with any other discount or promo codes and are one-time use only. Please refer to our Promotions page for more information.

Points expire 1 year after your last order. This means that if you go 1 year without placing an order on rootandvessel.com, you'll lose your accumulated points. Don't worry, you'll receive an email notification before your points are about to expire.

Redeemed reward codes expire after 1 year.

Root & Vessel^® Insider: Your account will be automatically upgraded to this tier after you've earned at least 500 points in the last 12 months.

Root & Vessel^® VIP: Your account will be automatically upgraded to this tier after you've earned at least 1,000 points in the last 12 months.

Root & Vessel^® Insider: You'll earn 7 points for every $1 spent (vs. standard 5 points).

Root & Vessel^® VIP: You'll earn 9 points for every $1 spent (vs. standard 5 points) PLUS get access to exclusive discounts.

We're constantly looking at ways to reward our Insiders & VIPs, so expect additional perks as we evolve our Rewards Program.

Potentially. The Insider & VIP tiers are automatically calculated on a trailing 365 day basis. Therefore your account may be downgraded if the amount of points you've earned in the last 12 months drops below 500 points (Insider minimum) or 1,000 points (VIP minimum). Don't worry, you can always re-gain Root & Vessel^® Insider or VIP status! Your account will be automatically upgraded again whenever you have earned the minimum tier level points during the previous 365 days.

Your friend/referral must either use your unique referral link (which you'll only see if you're signed into your account) OR they must click the link in the email they'll receive if you share it that way. If your referral successfully claims and uses the referral discount code when completing their first purchase and spends over the required minimum amount, you'll be credited for a successful referral.

You may share your link with them directly, or utilize our share features to have it sent via email or via popular social media / messaging channels including Facebook, Messenger, Twitter, and WhatsApp.

Note: You must be signed into your rootandvessel.com account to refer friends, and your referral must be a new customer to be able to claim the discount. Self-referrals are not allowed and will be blocked.

Unfortunately not; however, after you have redeemed your points and get the discount code, you may give that code to another family member or friend for them to use. Just remember the code is one-time use and cannot be combined with any other discount codes.

You should receive an email from us asking for you to rate and review the product(s) that you purchased. That is the easiest way to be sure you're credited points for your review(s). Otherwise you must make sure that you are signed in to your rootandvessel.com account when leaving a review directly on any product on our website.

You may also optionally upload relevant photo(s) and/or video(s) with your review to receive additional points. Uploading 1 or more photos with your review will earn you an additional 300 points, while uploading 1 or more videos will also earn you an additional 300 points. If you review multiple products, you may earn these extra reward points for every product review where you upload a photo and/or video. Note that you only receive reward points for reviews on products that you actually purchased, and we'll publish the photos/videos at our discretion.

Note: Points for reviews and photos/videos can take 1-2 business to appear in your account.

To be considered for a wholesale account and become a Root & Vessel^® dealer, please fill out our application form on our parent company's website.

Please contact us for more information about our business or interior designer services.

No, Root & Vessel® is an online only shopping destination.

We do not currently offer e-gift cards, but hope to soon!

Don't worry, just fill out our Contact Us form or call us Monday-Friday between the hours of 8:00am-4:30pm Eastern Time and we'd be happy to answer any other questions that you have!

If it's a question related to a specific product, be sure to check out the FAQ section on that product's detail page as we've compiled the top questions we get asked around each product. You may also utilize our "Ask a Question" feature on product pages to ask a specific question about that product which we'll answer as soon as we can.