Shipping policy

Thank you for shopping with Rootelier. Because every piece is built to order in our partner workshop, our shipping works a little differently from a store that ships stock off a shelf. This page explains exactly what happens between the moment you place an order and the moment your piece is in your room.

Free shipping on eligible U.S. orders

Free shipping on eligible U.S. orders. Delivery method varies by item. There is no minimum order value; the shipping rate is USD 0 for eligible self-service checkout destinations.

Self-service checkout is available for the 48 contiguous states and Washington, DC. It is not available for Alaska, Hawaii, Puerto Rico, other U.S. territories, or APO/FPO addresses. International shipping is not available. We do not ship to PO boxes or freight forwarders. Checkout may not automatically detect every unsupported address, so destination eligibility is reviewed before fulfillment.

Where your order ships from

Every piece is made to order in our partner workshop in Vietnam and shipped directly from there to your address. Our registered office in Albuquerque, New Mexico, is an administrative address only; nothing ships from it.

Handling time

Made-to-order handling is 10–15 business days before dispatch. This does not include transit. Business days are Monday through Friday, excluding U.S. federal holidays.

Transit after dispatch

Transit after dispatch from our partner workshop in Vietnam typically takes 14–21 business days. Delivery method varies by item.

Product pages show the made-to-order handling range and the conservative transit range. Total arrival time is handling plus transit. These are good-faith estimates, not guarantees; carrier or seasonal delays can extend them.

Bundles and multi-item orders

Bundles ship together as one shipment, so the handling time of the slowest component applies to the whole bundle. If you order several separate items, we agree the shipping method with you after ordering. Items sent by air ship separately; if you choose sea freight, we hold the shipment and send everything at once. Splitting a shipment is free. Just email us after ordering.

Order confirmation and tracking

You receive an order confirmation email immediately. When your order is collected by the carrier you receive a second email with a tracking number and a live tracking link, usually within a few hours of pickup. You can also check status at any time on our Track your order page or from your account.

Please allow up to 48 hours for a new tracking number to start showing scans. A tracking number that has not updated for one or two days is normal, particularly for freight.

Delivery method

Delivery method varies by item. When freight is used, standard service may be curbside or lift-gate and does not include inside placement, unpacking or assembly. Room-of-choice and white-glove service are quote-only and are not included unless confirmed in writing before shipment.

Please measure doorways, hallways, stairwells and elevators against the product dimensions before ordering.

Inspect before you sign

This is the single most important paragraph on this page. Inspect the crate or carton before you sign the delivery receipt. If you see any damage (a crushed corner, a puncture, a tear, a wet patch), write a description of it on the delivery receipt before signing, take photographs, and email them to support@rootelier.com the same day. Damage must be reported within 14 calendar days of delivery in every case, as set out in our refund policy.

A signed clean delivery receipt tells the carrier the goods arrived in good condition, and it is what freight carriers rely on to deny claims. If you note the damage, we can file a claim with the carrier, and we will replace your piece or refund you in full at no cost to you, as set out in our refund policy. If you sign clean and find damage later, report it within 14 calendar days of delivery and it is handled as set out in our refund policy.

Concealed damage, meaning damage you only find after unpacking, must be reported within 14 calendar days of delivery, with photographs of both the piece and the packaging it arrived in. Please keep the packaging until you have fully inspected the piece.

Lost, delayed or misdelivered shipments

If tracking has not updated for 7 business days on a parcel shipment, or 10 business days on a freight shipment, contact us and we will open a trace with the carrier. Traces typically resolve within 5–10 business days. If the carrier declares the shipment lost, we rebuild or replace your piece at no charge, or refund you in full, whichever you prefer.

If tracking shows a parcel as delivered but you do not have it, please check with neighbors and your building's mail room first, then contact us within 7 business days of the delivery scan so we can file a claim while the carrier still has the data.

Incorrect addresses

Please double-check your shipping address at checkout. We can change an address free of charge before the order ships. Email us as soon as possible. Once a freight shipment is in transit, address changes are charged by the carrier as a re-consignment fee and are passed on to you at cost. Orders returned by the carrier because of an undeliverable or incorrect address can be reshipped once you cover the return and reshipment freight.

Sales tax and duties

Prices are in US dollars. Sales tax is calculated at checkout based on your shipping address and the states in which we have a tax obligation, and is shown before you confirm your order. Because your piece ships from Vietnam, it is imported into the United States. We pay all U.S. import duties, customs fees and brokerage charges, so there is nothing to pay to the carrier when your order arrives.

Questions

Email support@rootelier.com or call +1 346-469-1156.
Support hours: Monday to Friday, 10:00 AM to 8:00 PM (ET). Closed on U.S. federal holidays.
Mailing address: 1209 Mountain Road Pl NE, Albuquerque, NM 87110, United States