FAQ
FAQ:
My tracking information is not updating or I think my package might be lost.
Please be aware that during the holiday season, shipping facilities may experience a high volume of packages, which can cause delays in the scanning and tracking process. If you're experiencing issues with your tracking information, we recommend reaching out directly to the carrier for assistance.
Please note that Evergreen Roots NW does not have any additional information beyond what is already provided by the carrier through the tracking information. However, we understand the importance of receiving your order on time, and we'll do our best to assist you in resolving any issues that may arise.
Can I change the shipping address on my order?
If you need to change the shipping address on your order, please contact us at evergreenrootsnw@gmail.com as soon as possible. If your order has not yet been shipped, we may be able to update the shipping address for you.
However, if your order has already been shipped and you've received tracking information, we won't be able to make any changes to the shipping address. In this case, you'll need to contact the carrier directly to request a reroute or other delivery options.
Can I change the products or scents in my order?
If your order has not already been processed and you haven’t received tracking details, please contact us at evergreenrootsnw@gmail.com for more help.
Can I cancel my order?
If you have not received tracking information yet, please contact us at evergreenrootsnw@gmail.com and we would be happy to assist you with a refund. Please note- refunds may take 3-10 business days to process.
I received the wrong product or my product got damaged during shipping, what should I do?
We apologize for any inconvenience caused by receiving the wrong item. If this has happened, please contact us immediately at evergreenrootsnw@gmail.com, and we'll make sure to rectify the situation as soon as possible.If the item you were supposed to receive is out of stock or unavailable, we'll refund you the cost of the item. You don't need to return the item you received by accident, and you're free to keep it as a gift from us.In case your item(s) arrived damaged during shipping, please contact us within 7 days of delivery at the email address above, and we'll assist you in resolving the issue.
I forgot to use my discount code/ the discount code didn’t work.
If you've forgotten to use your discount code or a promotional offer did not work on your order, please contact us at evergreenrootsnw@gmail.com with your order number, and we'll be happy to assist you in adjusting the price.
Please note that orders placed outside of a promotional window are not eligible for price adjustments. However, we'll do our best to accommodate your request if possible.
Do you sell wholesale?
Yes we do! Please contact us at evergreenrootsnw@gmail.com for more information.
