FAQ
When will my order ship?
A large majority of orders are shipped within 3 to 5 working days of placing the order and delivered in 5 to 7 working days from shipping. We ship on business days from Monday to Friday, during business hours only. Our shipping and delivery lead times vary by destination.
How much does shipping cost within India?
Shipping is free for prepaid orders across India, while delivery charges are applicable for cash on delivery.
How will my order ship?
We ship through best-in-class courier delivery services, and you can track your order online after it is shipped. To ensure that your order reaches you in time and in a safe condition, we only partner with established courier companies of good repute. If we are unable to deliver any items in your order, be assured that you will not be charged for that item, and if you have already paid, then you shall be refunded the full amount charged for the item. All items in your order may or may not be shipped together. Kindly allow a delay of 2 to 3 days in shipping and delivery, due to possible unforeseeable circumstances. If we are not able to ship your order within 7 working days of placing the order, we send you an email informing you about the reason behind the delay. Reasons may include unavailability of stock, time taken to source the product from any of the boutiques pan India, time taken to manufacture a product for you from scratch, etc. Based on your feedback, we may either extend shipping time or cancel the order. Payment, if made by the customer, would be refunded in accordance with the costs incurred in ensuring the availability of the product. Please note all products (including gifts) will be shipped with an invoice mentioning the price and the required taxes as per Indian rules and regulations.
Do you ship internationally?
As of now, we are shipping Pan India. As soon as we start with overseas shipping, you will be the first to know!
What are the payment options for my order?
We accept all major credit/debit cards through either Razor-pay . We accept Cash on Delivery across India.
You have the option to cancel the order; however, please note that the refund may take 5 to 7 working days to process in your designated bank account , post which a processing fee (up to but not exceeding the product value) may be deducted. However, customised orders cannot be cancelled or returned.
Can I return my order?
If you believe that the product(s) you ordered is not in good condition, or if the packaging is tampered with or damaged before accepting delivery of the goods, please refuse to take delivery of the package and email us at support@redrootsindia.com , mentioning your order reference number and an image of the package/product. Any product that has been hampered or damaged while transportation MUST be notified by email within 48 hours of the product being delivered and returned within 7 days, else we will not be liable to accept the exchange. All purchases made on the website can be exchanged directly with the Head Office. The products can be exchanged or returned within 7 days of receiving the product. In case the product does not fit you/or you do not like it, you can exchange the same within 7 days for a different style or a credit note. Item must be unused & in the same condition in which you received it.
What if my product required repair later?
In line with our one year warranty policy, all manufacturing defects are covered. To avail of our warranty email us at support@redrootsindia.com and the concerned representative will get in touch with you. All manufacturing defects will be repaired in a minimum of 21 days to a maximum of 60 days from the date of receipt. If for any reason a repair is not possible, we will provide you with an alternate solution. Please note that the lifetime warranty covers manufacturing defects and does not include leather damage.
Regulations
In the event we have to cancel any items in your order, if you have paid using a credit card, your credit card shall not be charged for the cancelled item(s). If you have paid using a debit card/net banking, your bank shall be instructed to refund the amount within 2 working days. However, the actual credit to your account will depend on your bank’s processing time, which may be 7 to 15 days. If you do not receive a credit within this time, please check with your bank and let us know if you face any issues with the same.
Product Availability and Out of Stock Products
When a product displayed on our website is no longer available, but in some cases, products that appear to be available when you place your order may, in fact, be out of stock. If this happens, we will notify you as quickly as possible that your order cannot be fulfilled.
Short Shipment
A ‘short shipment’ occurs when we ship to you fewer products than the products for which you initially were able to place an order. If this happens, you will be notified immediately and corrective action will be taken.
Does Tortoise provide international warranty?
Firstly, we’re so happy for you! However, we currently offer a warranty that’s applicable to Indian jurisdiction only.
How do I place a bulk or corporate order?
Just email us your requirements to support@redrootsindia.com and our superfast team will get back to you!
p.s. we do have special prices for you :)
