FAQs

Q: How do I place an order on your website?

Placing an order is easy! Simply browse our products, select the items you love, add them to your cart, and proceed to checkout. Follow the prompts to enter your shipping details and payment information, and you're all set!

Q: How can I track my order?

Once your order is shipped, We provide regular notifications through both email and SMS to keep you informed about the progress and status of your product delivery.

Q: What if the product is defective?

Your satisfaction is our priority. If you receive a defective product, please send us an image of the issue at support@rootque.com. We conduct thorough quality checks, but in the rare instance of a defect, we will swiftly replace the item to ensure your contentment.

Q: Are my personal and payment details secure on your website?

Absolutely! We prioritize the security of your information. Our website uses SSL encryption to protect your personal and payment details. Your data is handled with the utmost confidentiality and is never shared with third parties.

Q: Do you ship internationally?

A: At the moment, we're currently focusing on serving our customers domestically. While we don't offer international shipping right now, we're always looking for ways to expand our reach. Stay tuned for updates on any changes to our shipping options in the future.

Q: How can I contact your customer service?

We're here to help! You can reach our customer service team through the "Contact Us" page on our website. Feel free to send us an email, and we'll get back to you as soon as possible. For urgent inquiries, you can also reach us at support@rootque.com.

Q: Do you offer gift cards?

At the moment, we do not offer gift cards. However, we are continuously exploring new features and options to enhance your shopping experience. Stay tuned for updates on exciting additions to our offerings! If you have any specific gift-related inquiries, feel free to reach out to our customer service team for personalized assistance..

Remember, if you have any specific questions or concerns, don't hesitate to reach out to our customer service team. Happy shopping!

Q: Do you take custom orders?

Thank you for your interest in our brand and for considering custom orders. Unfortunately, at this time, we are currently closed for custom orders.

Due to several logistical and operational challenges, we have temporarily suspended our custom orders service. We apologize for any inconvenience this may cause.

However, please be assured that we are constantly evaluating our options and are always looking for ways to improve our services. We will update our customers as soon as we are able to offer custom orders again in the future.

In the meantime, we invite you to explore our existing range of products on our website.

Q: My money has been deducted but the order was unsuccessful

As a first step, please check your bank account to confirm if the payment has been deducted. If your account has been debited after a payment failure, it is normally rolled back by banks within 10 business days. If you do not see the refund in your account after this period, please do not hesitate to contact us.

You can contact us via Instagram or email us at suuport@rootque.com with your order number and details of the payment failure. We will investigate the issue and work with you to resolve it as soon as possible.


Q: Cash on Delivery (COD) Option

At Rootque, we do offer the Cash on Delivery (COD) as a payment option. We also offer several secure and convenient payment methods to make your shopping experience seamless. You can make a payment using any of the following methods:

Debit Card
Credit Card
UPI
Wallets
Net Banking
We understand that online payments can be a concern for some customers. However, please be assured that we use secure payment gateways to ensure the safety and security of your personal and financial information. Rest assured, your money is safe. However, if you still wish to proceed with COD, please note that to reduce the occurence of Return-To-Orgin (RTO Orders), we will contact you upto 3 times to confirm your details, and if we are not able to reach you in that period, we will automatically cancel the order.

If you face any issues while making a payment or have any concerns about our payment methods, please do not hesitate to contact us. We are always happy to assist you.

Q: How do I track my order?

Once your order has been dispatched, you will receive a tracking link via email. You can use this link to check the status of your shipment and track its progress until it reaches you.

Please note that it can take up to 5 days for the tracking link to become active, in most cases it should be active within 2-3 days. If you do not receive the tracking link within this timeline, please feel free to reach out to us at support@rootque.com or through Instagram @rootque_official.

Q: How do I know if my order is successfully placed?

After you have completed your order, you will receive a confirmation email from us within 24 hours. This email will contain all the details of your order, including the items you have purchased and the shipping address.

Once your order has been dispatched, you will receive a second email containing the tracking link to track your order. You can use this link to track your shipment until it reaches you.

If you do not receive a confirmation email within 24 hours of placing your order, please check your spam or junk folder. If you still cannot find it, please contact our customer support team via Instagram or send an email to support@rootque.com

Q: How long will it take for my order to be delivered?

Our standard delivery period is 7-10 working days from the date of order placement. However, please note that as a made-to-order brand, the delivery time may vary based on the availability of stock.

Additionally, the delivery time may also vary depending upon the shipping address and other factors such as public holidays, extreme weather conditions, etc. We always strive to deliver your order as quickly as possible, but please bear with us if there are any unforeseen delays.

If you have any concerns about the delivery time of your order, please feel free to contact our customer service team for assistance.

Q: How can I cancel my order?

We offer a 24-hour cancellation policy, which means that you can cancel your order within 24 hours of placing it. After 24 hours, the production process begins, and we will not be able to cancel your order.

Please note that we cannot cancel your order if it is already in transit. In such cases, we suggest that you reject the delivery at the doorstep if you don’t wish to keep the product and drop us a text on Instagram or email us at support@rootque.com to claim a refund. Once we receive the returned product, we will process the refund immediately. However, do note that we are a small business and such returns really hurt as we have to manage the reverse logistics and inventory costs for your order. Request you to limit such instances and accept the order once placed.

To cancel your order, please contact us via Instagram or drop an email at support@rootque.com with your order number. Once we receive your cancellation request, we will process the refund immediately, and you will receive an email confirmation once the refund has been processed. It can take upto 15 business days for the refund to reflect in the bank account.

Q: Exchange Policy

We want to ensure that our customers are completely satisfied with their purchases, and therefore we facilitate exchanges in the form of a different product/color/size.

The exchange policy is only applicable within 3 days of the delivery of the product. In such cases, only an exchange will be available for the correct size, and we will not be able to offer a return or refund. Please note that all products must be returned in their original condition with the original tags intact.

If you wish to exchange your T-shirt for a different product/color/size, please contact us via Instagram or email us at support@rootque.com with your order number and the exchange item you require. We will guide you through the exchange process. We will provide free doorstep pickup services* once your request is approved.

Once we receive the returned product and verify its condition, we will process the exchange immediately.

*provided your PIN Code is serviceable by our logistics partner.

Q: What is your return policy?

We aim for your complete satisfaction with your purchase, as we thoroughly check products before dispatch. While we do have an exchange policy in place, please refer to the details outlined in our exchange policy. It's important to note that currently, we do not accept returns on any orders.

Q: Return/Refund Policy

Return/refunds are applicable in only two cases:

If the product delivered to you is defective.
If you receive a different product from what you ordered.
If your product falls under either of the two cases mentioned above, please contact us via Instagram or email us at support@rootque.com with your order number and a clear video of unboxing of the product demonstrating the issue within 3 days of delivery. We will then guide you through the return process.

We will also provide free doorstep pickup services** once your return gets approved.

*Please note that return/refunds are not applicable if you are dissatisfied with the product. We know that is can be frustrating, but would suggest that you carefully go through the product description, size guide and check our Instagram page to know more about the product and make an informed decision before making a purchase.

**provided your PIN Code is serviceable by our logistics partner.