Cancellation, Refunds & Returns Policy
Last updated 04/01/2023
We want you to be happy with your Healthy Roots Dolls product purchases. In the event that you have an issue with your Healthy Roots Dolls product you purchased, please let us know by reaching out to us at hello@healthyrootsdolls.com. We are happy to issue you a full refund of the purchase price (minus shipping and handling, gift wrapping, or other service fees) upon receipt of your unopened or unused product within 30 days from the date that the product was delivered to you.
Refunds will be credited in the form of store credit via an e-gift card. Purchases of gift certificates and/or sale items cannot be returned for a refund.
We, unfortunately, cannot receive returns of opened or used products.
There will be a standard shipping fee of $10 when returning your product, and this fee will be deducted from the total store credit rewarded. All returns must be postmarked within 30 days of delivery. For example, a product delivered on April 1st, 2020 must be submitted to the shipping carrier by April 30th, 2020 in order to be granted a store credit.
We will provide you with a return label and you will receive store credit in exchange for the product once it is returned to our facility. This store credit will be sent in the form of an e-gift card. Once we have received and processed the returned item(s), you will receive an email notification to the original email used to place the order.
If you have questions regarding our policy, please contact us at hello@healthyrootsdolls.com during our business hours of Monday-Friday between 10am- 5pm.
Pre-Order Policy
Pre-orders are advance purchases made on new merchandise that is scheduled to be shipped at a future date. They are a great way to guarantee that an item will not be sold out upon arrival to our store. Each collection or item available for pre-order will have its own specific shipping date. These dates are not guaranteed, but we will do our best to update our site with any changes. Pre-orders can not be cancelled.
All items can be returned if they meet our Return Policy requirement. Cancellations are permitted.
We suggest that pre-ordered items be ordered separately from “in-stock” orders, as in stock merchandise can be shipped immediately. If you combine in-stock and pre-order items into one purchase, all items will be shipped when the pre-order is fulfilled.
Pre-orders that are made to order/meet minimum order quantities will be charged once the minimum is met. Please note that we cannot charge your card and complete your order if your card expires between the date you pre-ordered the item and the date the item becomes available. Please ensure that your billing and contact information are current at all times.
RETURNS
All returns must be postmarked within thirty (30) days of the purchase date. All returned items must be in new and unused condition, with all original tags and labels attached.
RETURN PROCESS
To return an item, please email customer service at hello@healthyrootsdolls.com to obtain a Return.
Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return.
EXCEPTIONS
The following items cannot be returned:
- Apparel
- products that have been opened
- products that have been used
- products without original packaging
Please Note
- Sale items are FINAL SALE and cannot be returned.
How to return items to Healthy Roots Dolls
To return items to HealthyRootsDolls.com, please follow these easy steps:
- Send an email to support hello@healthyrootsdolls.com with your order number (if you don't have it—please specify your name, email you used to place your order and address) and items to be returned. Unfortunately, we are unable to refund your original shipping charges unless the return was a result of our error.
Returns will not be accepted without prior authorization.
- Using the return label provided to you by Healthy Roots Dolls, pack and seal your return merchandise securely in the original package, if possible. Otherwise, please pack your return in a well-padded envelope or box to prevent damage during shipment.
Your return will be processed promptly upon arrival, and we will send you a confirmation by email. Please allow 5-7 business days from our receipt of the package for your account to be credited.
Please note, we cannot assume responsibility for lost return shipments. We are unable to credit any original shipping charges that you paid unless the return was a result of our error.
How to cancel subscriptions
To avoid subscription renewal, please cancel your subscription at least 3 days before your renewal date. You may cancel manually from our online customer portal (log in at the top right hand corner of the website and click 'Manage Subscriptions') or contact us at hello@healthyrootsdolls.com to cancel the subscription for you.
Important: Cancelling your subscription will stop all future charges to your account, but will not refund any charges that have already been processed.
If you have any difficulties navigating the customer portal, reach out to hello@healthyrootsdolls.com for further assistance.
QUESTIONS
If you have any questions concerning our return policy, please contact us at:
MISSING/DAMAGED/STOLEN PACKAGES
We have partnered with Route to ensure that you can get 100% coverage on your order for a minimal fee (generally $0.98)! Route will help you file a claim immediately and cover your packages. Should you deselect Route coverage we are not responsible for your package.
If your package arrives damaged notify us at hello@healthyrootsdolls.com and Route within 72 hours to file a claim.
Packages that are lost by UPS will be covered by Route insurance. We do not issue refunds on lost packages. If you have any questions about your package you can also contact UPS at their main customer service number:
1 (800) 742-5877. You will need to have your tracking number on hand when you call them, the tracking number can be found in your shipping confirmation email.