Frequently Asked Questions

General Questions

Shipping & Delivery

Shopping & Payment

Product Issues

What is your return policy?
Unfortunately, all sales are FINAL. Returns/exchanges are NOT accepted at this time.
How do I track my order?
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on Shopify Shop or on the carrier's website.
Can I cancel or modify my order?
We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team within 1 hour of placing your order. We'll do our best to accommodate your request. However, once your package is with USPS or UPS, modifications may not be possible. We encourage you to review your order carefully before purchasing to ensure everything is as you desire.
  • Edits include: address, size, thread color, font, apparel/tote color, word/phrase where applicable.
Do you ship internationally?
We currently ship within the United States. We are working on being able to share our pieces worldwide.
When is customer service available?
Email Support: Our Email support is available Monday-Friday from 9am-5pm EST
Customer Support: 
Do you offer free shipping?
Free shipping is provided on all U.S. order over $100.
How long will shipping take?
Orders require a minimum of 7 days up to a maximum of 3 weeks to process before being dropped off at the post office. Once your order is processed, you will receive a shipping confirmation to the email entered at checkout. All shipping times are estimated 2-8 business days. Once you’ve received your shipping confirmation, your tracking details can take up to 24 hours to update.
How do I track my order?
You can track the status of your order using the tracking number shipped to the email address associated with the order. If you are signed into the Shop App, you may also track your order there.
How much does shipping cost?
Shipping is calculated at checkout based on the order weight. However, we offer free shipping for all U.S. orders over $100.
I’m seeing my package was returned to sender! What can I do to fix this?
While we are not responsible for customers entering an incorrect address or there being an absent receiver upon delivery, we can ship your package to the correct mailing address or refund your order. If the order is reshipped, you will only be charged for the cost of shipping.

If the package cannot be delivered due to the refusal to collect the package, then the package will be returned to us at your expense. This expense includes shipping cost and any duty and tax the package may have incurred and they will be deducted from your refund.

Please double-check your shipping address before confirming your order. Once the package has shipped, please contact your courier to see if they can fix the error.
Order says delivered, but I don't see it?
Sometimes USPS and UPS mark packages as delivered a day or two before they are. If you’ve waited two days, please read below.

  • Please verify that your current mailing address is the address on the order confirmation email you received.  
  • Please check your mailbox, with members of your household and with your neighbors.  
  • If you live in an apartment complex, we recommend that you contact your rental office to see if they are holding your package there. Some packages won’t fit in your mailbox so carriers will often leave packages at a manager’s office for safekeeping.
  • Sometimes packages arrive 1-2 days after the estimated delivery date. Please contact your courier (USPS or UPS) with your tracking information if you have any questions regarding a delayed or lost package. 
  • If your package is lost, please file a claim with the courier. If you provided an incorrect address and the package was successfully delivered to that address, we unfortunately are unable to provide you with a refund.
Eternally Rooted is NOT responsible for any delayed, lost, stolen, opened, or damaged packages. Once the packaged is dropped off with USPS or UPS, matters are unfortunately out of our hands.
Can I use multiple coupon codes on my order?
Unfortunately, only one coupon can be used per order at this time.
Can I pay my order in installments?
Payments in installments is currently unavailable at this time.
What types of payment can I use?
We accept all major credit and debit cards except American Express at this time. We also offer express checkout options utilizing ShopPay, GooglePay, AmazonPay and PayPal.
My package is damaged/ opened upon delivery!
Please take a photo of the damage before checking the contents inside and submit a claim via the courier used to ship your order.
My item is defective!
Please inspect your order upon reception. If you received a defective item, please email with photos within 3 calendar days from the date the packaged was delivered.
I received the wrong item(s)!
We are so sorry for the inconvenience of receiving the wrong item(s). Please email and we'll handle the issue ASAP!