Refund Policy
are all sales final?
Due to the nature of our products, all sales are final and we do not accept returns or exchanges. If your order arrives damaged, incorrect, or with missing items, please refer to the guidelines below.
What if my order arrives damaged, incorrect, or missing?
If your order arrives damaged, incorrect, or with missing items, please reply to your order confirmation email within 7 days of delivery. Include your order number and clear photos of the product and outer packaging so our Support Team can review your claim. Claims submitted after 7 days of confirmed delivery will not be eligible for review.
What if my order is stolen or lost?
Once an order is marked as delivered by the shipping carrier, Onyx&Root™ is not responsible for lost or stolen packages. If your package is marked delivered but cannot be located, please check with household members, neighbors, or your local post office, and contact the shipping carrier to file a claim. If you believe your situation warrants a review, you may still contact our Support Team and we will assess it on a case-by-case basis.
What if my order is undeliverable?
If an order is returned to us by the carrier as undeliverable and is received in unused, undamaged condition, we will issue a refund for the product cost only. Orders marked delivered by the carrier but not returned to us are not eligible for refunds. Please ensure your shipping details are accurate at checkout.
How long does it take to process a refund?
Once a claim is approved, refunds are processed within 14 business days. Please note that it may take additional time for your bank or payment provider to post the refund to your account.
How do I submit a refund or return claim?
To submit a claim for damaged, incorrect, or missing items, reply directly to your order confirmation email within 7 days of delivery. Include your order number, a brief description of the issue, and clear photos of the product and outer packaging. Our Support Team will review your claim and respond with the next steps.
Is there a time limit for submitting a claim?
Yes. Claims must be submitted within 7 days of confirmed delivery by replying to your order confirmation email. To be eligible for review, claims must include clear photos of the product and packaging. The item must be unused and in its original condition, unless it was damaged during shipping. Claims submitted after 7 days of delivery will not be eligible for review.
How are refunds issued?
Approved refunds are issued to the original form of payment used at checkout. We do not offer cash refunds or exchanges.
Are shipping fees refundable?
Shipping fees are non-refundable unless the error was caused by us. Approved refunds typically apply to the product cost only.
How do I contact support?
For order-related questions, we recommend replying directly to your order confirmation email. If you are unable to locate your confirmation email, please contact us at support@onyxandroot.com.
For general inquiries, partnerships, or brand-related questions, you can reach us at contact@onyxandroot.com.
Shipping Policy
Where do you ship?
At this time, we ship to addresses within the United States only.
Which shipping carriers do you use?
We ship all orders via USPS (United States Postal Service).
How much does shipping cost?
We offer simple flat-rate shipping:
- $5.99 for orders under $60
- Free shipping on orders $60 and more
No hidden fees — what you see at checkout is what you pay.
How long does it take to process my order?
Orders are processed within 1–2 business days (Monday–Friday, excluding holidays). Please allow an additional 3–4 business days for delivery.
Will I receive tracking information?
Yes. Once your order ships, you’ll receive a tracking number by email. Please allow up to 24 hours for tracking updates to appear.
Can I change my shipping address after placing an order?
Once an order has been shipped, we are unable to change the shipping address. Please double-check your shipping details at checkout to avoid delays or delivery issues.
What happens if my package is delayed?
Delivery delays may occur due to weather, carrier disruptions, or high shipping volume. These delays are outside of our control. If your package is delayed, please use your tracking number to check updates with the shipping carrier for the most accurate delivery information.