FAQ - shipping

how we ship

  • all orders ship from Alexandria, Virginia.

  • all orders are shipped through the United States Postal Service (USPS). Please note shipping timeframes do not include time needed to fulfill your order. See “when will my order ship?” for more information.

  • Shipping timeframes do not include time needed to fulfill your order. Orders may take up to 3-5 business days to be fulfilled and shipped.

    if there's a delay, we'll let you know.

shipping rates + times

    • United States — $6 flat rate

    • Canada — $18 flat rate

    • Worldwide (outside the US and Canada) — $26 flat rate

  • We do offer free shipping on orders over $75 (restricted to shipping in the United States ONLY). Use the code FREESHIP‍ at checkout.

  • Orders may take up to 3-5 business days to be fulfilled and shipped. if there's a delay in order fulfillment, we'll let you know.

    All shipping timeframes listed below are estimated and begin after order fulfillment.

    • United States | 5-7 business days

    • Canada | 10-21 business days

    • Worldwide | 14-30 business days

    NOTE: international packages ship via USPS. tracking updates may be limited once a package leaves the US — this is normal and doesn't indicate a problem with your shipment.

  • international packages ship via the US postal service (USPS).

    tracking updates may be limited once a package leaves the US — this is normal and doesn't indicate a problem with your shipment.

    international delivery times vary by destination and may be affected by customs processing.

    we aren't able to control delays once a package is in transit, but we're always happy to help if something seems off. if you encounter an issue please email us at hello@rootsintheclouds.com.

order tracking

  • once your order ships, you'll receive a confirmation email with your USPS tracking number. you can track your package directly at usps.com.

    note: international packages ship via USPS. tracking updates may be limited once a package leaves the US — this is normal and doesn't indicate a problem with your order.

  • if your order hasn't arrived within the estimated delivery window, reach out to us at hello@rootsintheclouds.com with your order number and we'll check on the status with USPS.

  • A Return to Sender (RTS) order is a package that is sent back to us by the carrier due to a delivery issue. This may include an incorrect or incomplete address, inability to deliver, or the package being unclaimed.

    What happens when an order is returned to sender?
    Once we receive the returned package, our team will contact you using the email address provided at checkout to explain next steps.

    What are my options?
    After we contact you, you may confirm or update your shipping address so we can reship your order. Additional shipping fees may apply.

    How long do I have to respond?
    You have 30 days from our first attempt to contact you to respond. If we do not receive a response within that timeframe, the order will be considered abandoned.

    What happens to abandoned orders?
    Orders considered abandoned after 30 days from our first contact attempt are not eligible for reshipment, store credit, or a refund.

    How can I avoid a Return to Sender?
    Please double-check your shipping address at checkout and monitor tracking updates after your order ships. If you notice a delivery issue, contacting the carrier promptly may help prevent a return.

  • all international orders may be subject to customs fees, import duties, taxes, or brokerage charges imposed by the destination country or carrier. these fees are not collected by us and are the responsibility of the customer.

    we encourage all international customers to review their country's import policies before placing an order. if customs fees go unpaid and an order is refused or abandoned, we're unable to offer a refund, arrange return shipping, or reship the order.

    by completing a purchase, you accept responsibility for any applicable customs charges.