Track your order
Where your package is
Type in the tracking code you'll find in the shipping email. If all you have is the order number, add the email you bought with as well.
- In the confirmation email, the one that arrived right after you bought. The subject line contains the number, which starts with a hash: #1234.
- Search for "ROOTZ" in your inbox, instead of scrolling: the email is there even when it seems to have vanished.
- Look in your spam folder and in the Promotions tab. That's where it ends up most often.
- On your bank statement or in your banking app the transaction shows with the amount: it isn't the order number, but it helps us find you if you write to us.
If nothing turns up, write to us at tryrootz@outlook.it with your first name, last name and the delivery address: we'll look for it ourselves.
The four statuses, explained
Order received
We have the order and the payment went through. The package hasn't left yet but it's already being processed at our end.
What you have to do: nothing.
Shipped
The package has left the warehouse and the courier has taken it on. From here on the tracking updates by itself, in jumps: it can sit still for a whole day and still be on the move.
What you have to do: nothing. The tracking code is in the email.
Out for delivery
It's on the van, today. It's the only status where it's worth keeping your phone within reach.
What you have to do: make sure someone's there, or that it can be left with a neighbor.
Delivered
The courier has recorded the delivery.
What you have to do: if you have it in your hands, nothing. If you don't, jump to the section further down: it says exactly what to do.
How long it really takes
Our part — 12 hours.
From the moment the order comes in, it's prepared and shipped within twelve hours. This is the stretch we answer for, and it's the one we control.
24/48 hours in Italy.
From there the package goes to the courier, who delivers it in one or two working days; abroad it takes 2 to 5 working days. You'll find the updates in the tracking.
The weekend.
Saturday and Sunday orders ship on the first working day after. The twelve-hour count starts from there.
If you bought a three- or six-month size, there's only one package: all the bottles arrive together, not one a month.
“It's been stuck for two days.” Usually nothing has happened.
Tracking doesn't update in real time: it updates when the package moves from one sorting hub to the next. Between one step and the next, twenty-four or even forty-eight hours can go by with no new line appearing, while the package is traveling along quite happily.
When it is worth writing to us:
- if it says "held at depot" or "delivery failed"
- if the courier tried to deliver and nobody let you know
What to write to us:
Send an email to tryrootz@outlook.it with the order number on the first line. Nothing else needed: we open the request with the courier, you don't have to.
It says delivered, but you haven't received anything
It happens, and it's almost always one of these four things. Do them in order, it takes five minutes.
- Look where packages usually get left: the concierge, the entrance hall, the mailbox, behind the gate.
- Ask the neighbors and whoever was home: many couriers hand it to the first person who opens the door and leave no notice.
- Check the delivery address you can see above in the order summary, including the street number and the apartment number. If it's wrong, say so straight away: it changes the whole procedure.
- If after these three steps it still doesn't turn up, write to us: we'll open the claim with the courier ourselves. The longer you wait, the harder it gets.
It's not up to you to argue with the courier. The relationship with them is ours. All you need to do is send us the order number and tell us what you've already checked.
Dented box, broken product, something missing
Before you empty everything out, take three photos: the box closed as it arrived, the label with the address, and the contents exactly as they are inside. It takes twenty seconds and they're exactly what we need to get the courier to side with us.
Then write to tryrootz@outlook.it attaching the photos and the order number. We'll reply with what we're doing: in the vast majority of cases it gets sorted by sending the product again, not by arguing.
A slightly scuffed box is normal and doesn't mean there's a problem inside: the bottles travel protected. Look at the contents first.
One useful thing to do now
Take the day-one photo, before the package even arrives
Ten seconds, today: dry hair, parting where you always make it, the bathroom light, the phone at eye level. Save it and forget about it.
You'll need it in about three months, when you put the two photos side by side. It's the only thing we ask you to do at the start, and the women who skip it can't judge how it went afterwards: hair changes too slowly for anyone to notice by looking at it in the mirror every day.
What happens when it arrives
- the shampoo: wet, apply, massage sixty seconds with your fingertips on the scalp, rinse. Twice a week. Three minutes in all.
- The accelerator, if you feel like it: mask for forty minutes, another forty with the cap, once a week. It's optional: if you skip a week you don't start over.
What the package looks like
In the meantime, if you're wondering what exactly will arrive: like this. These are three photos sent by different customers, the day they opened theirs.
The questions you ask us most
Rootz works at the root: it stimulates the microcirculation of the scalp and feeds the follicles. With ingredients such as caffeine, rosemary, biotin and nettle, it helps strengthen weak hair and encourage regrowth, leaving it stronger, thicker and healthier.
Everyone is different, but most of our customers notice the first improvements within 3-4 weeks (less hair fall, stronger hair). For visible regrowth we recommend at least 2-3 months of consistent use.
Absolutely! Rootz was designed exactly for people who have noticed their hair getting weaker or thinner with age. Its natural actives work on mature hair too, which is often finer and more fragile.
No, but consistency matters. We recommend using Rootz for at least 3 months in a row, to give the hair growth cycle time to restart. After that you can move on to maintenance periods, or pick it up again whenever you need to.
No. Rootz is 100% natural, free from silicones, parabens, sulfates and synthetic fragrances. It is gentle even on a sensitive or itchy scalp.
Your order leaves our warehouse in Italy within 12 hours and arrives in 24/48 hours; abroad it takes 2-5 working days. You'll get the tracking code by email.
We are so sure of how well Rootz works that we offer a satisfied-or-refunded guarantee within 15 days. Just get in touch and we'll be glad to help.
You can email us or write to us straight away in the chat on the site. Our team is here to help you choose the right kit or answer any question you have.
If you didn't find what you were looking for
Write to tryrootz@outlook.it and put the order number on the first line: it's the thing that saves the most time, for you and for us. We answer, and no question about an order is ever too trivial.
ROOTZ is a line of cosmetics for external use. It is not a medicine, it does not cure medically-caused hair loss and it is not a substitute for the advice of a doctor or a dermatologist. The results shown are individual customer experiences and may vary from person to person.