Shipping policy
SHIPPING POLICY
Last Updated: May 27, 2026
Thank you for shopping with CitrusRoot. We are committed to getting your order to you as efficiently as possible. Please review the following shipping information carefully before placing your order.
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1. ORDER PROCESSING TIME
All orders are processed within 1–2 business days of payment confirmation (Monday through Friday, excluding public holidays). Orders placed on weekends or public holidays will begin processing on the next business day.
You will receive an email confirmation with your order details once your order is placed, and a separate shipping confirmation with your tracking number once your order has been dispatched.
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2. SHIPPING RATES
- Standard Shipping: $4.99 USD per order
- Free Shipping: on all orders totalling $80.00 USD or more
- Shipping fees are calculated and displayed at checkout before you complete your purchase.
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3. ESTIMATED DELIVERY TIMEFRAMES
After processing (1–2 business days), estimated delivery timeframes are as follows:
- United States: 7–12 business days
- Canada: 7–12 business days
- United Kingdom: 7–12 business days
- European Union / EEA: 7–12 business days
- Australia: 7–12 business days
- New Zealand: 7–12 business days
- Other international destinations: 7–14 business days (may vary by country)
Please note: these timeframes are estimates and are not guaranteed. Delays may occur due to customs processing, local courier capacity, public holidays, extreme weather, or other factors beyond our control. CitrusRoot is not responsible for carrier-caused delays once an order has been dispatched.
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4. SHIPPING CARRIERS
We ship using tracked local and international courier partners, which may include national postal services and regional delivery networks depending on your destination. All shipments include tracking so you can monitor your delivery from dispatch to arrival.
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5. TRACKING YOUR ORDER
Once your order has shipped, you will receive a shipping confirmation email with your tracking number and a link to track your package. Please allow 24–48 hours after receiving this email for tracking information to become active in the carrier's system.
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6. ACCURATE SHIPPING ADDRESS
It is your responsibility to provide an accurate and complete shipping address at checkout. CitrusRoot is not responsible for delays, lost packages, or failed deliveries resulting from an incorrect or incomplete address provided by you.
If you notice an error in your shipping address after placing your order, contact us immediately at info@citrusroot.co. We will do our best to make corrections before dispatch, but we cannot guarantee changes once an order has been processed by our fulfillment team.
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7. CUSTOMS, DUTIES & TAXES
For international orders, your shipment may be subject to import duties, customs fees, and taxes levied by your country's customs authority. These charges are entirely the responsibility of the customer. CitrusRoot has no control over these charges and cannot predict their amount.
We recommend contacting your local customs office before placing an order if you have concerns about potential fees. Please note that we declare all shipments accurately and in full compliance with applicable customs regulations. We do not misrepresent the value or nature of goods on customs documentation.
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8. UNDELIVERABLE PACKAGES
If a package is returned to us as undeliverable — due to an incorrect address provided by the customer, an unclaimed package, or delivery refusal — we will contact you to arrange reshipment at your expense or issue a partial refund (minus original shipping costs and any applicable restocking fees).
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9. LOST OR STOLEN PACKAGES
If your tracking information shows your package as delivered but you have not received it, we recommend:
1. Checking with neighbours or your building's reception or mailroom.
2. Waiting an additional 2 business days, as packages are occasionally marked as delivered early.
3. Contacting your local post office or courier with your tracking number.
4. Reaching out to us at info@citrusroot.co so we can open an inquiry with the carrier.
We will work with you to investigate and resolve the issue. However, once a delivery is confirmed by the carrier, we may require carrier-level investigation before issuing a replacement or refund.
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10. CONTACT
For any shipping-related questions or concerns:
Email: info@citrusroot.co
Website: https://citrusroot.co