The Roots Store is udaipur largest and most convenient hyper local company which enables you to order grocery, bakery, fruits & vegetables and other products that you need every day, directly via your mobile or web browser.
What kind of products do you sell?
You can choose from over 18,000 products spread across various categories such as grocery, bakery, fruits & vegetables, beverages, personal care products, baby care products, pet products and much more.
Do you deliver to my location?
We deliver in select localities across the cities we are present in. You can edit your location settings to check if we deliver in your area.
What is the minimum order value?
There is no minimum order value. However, each store has a minimum order value to qualify for free delivery. In case you do not reach the limit, a delivery charge will be levied against that order.
Do you charge any amount or taxes over and above the rates shown?
No, we do not charge anything over and above the rates shown. However, we do have a delivery fee in case the order value per store does not reach the minimum order value for free delivery.
Can I track the status of my order?
Yes, you can track the status of your order under the My Orders section.
How can I make changes to my order before and after confirmation?
You can edit your products in the cart before checkout. If you’ve already placed your order, you can cancel and reorder with the required list from the app and this will be soon released on web as well.
Payments/Refund related queries
How can I make payments at Roots?
The Roots Store accepts multiple modes of payment. You can make online payments using credit cards, debit cards, netbanking, PayTM, PayU Money and Mobikwik Wallet. Cash on delivery (COD) is also available for orders less than Rs. 5000.
When will I get my cashback?
If your transaction is eligible for a cashback, you will receive it within 6 to 12 hours of delivery, in your The Roots Store Wallet. In case of external wallet promotions, you will receive it within 72 hours of placing your order.
How long do you take to initiate my refund?
For amounts lower than Rs. 500, the refund will reflect as The Roots Store Cash within 24 hours, once the order is delivered. For amounts higher than Rs. 500, the refund will be credited back to your original mode of payment, i.e. within 7-10 working days for debit/credit card payments and 24-48 hours for other wallets.
How can I review my receipt?
We handover the receipt from the merchant to you at the time of delivery. Also, you can look at your transaction history in the “My Orders” tab.
Cancellation & Returns
How can I cancel my order?
The Roots Store provides easy and hassle-free cancellation. You can cancel your order via the app or web before it is dispatched to your home. This option is available under the “My Orders” tab in “View Details”. Please note: Once the order is packed, the merchant may levy a fee of Rs.29 if an order is canceled by the customer.
What If I want to return something?
If you’re dissatisfied with the products delivered, please register a complaint via the app within 48 hours for non-perishable items and 24 hours for perishable items. Our customer support team will get in touch with you to resolve this issue You can also return the products which you are dissatisfied with, at the time of delivery and we will get the refund initiated for you.
Can I reschedule my order?
Yes, you can do this by clicking on the Need Help option in “My Orders” section. You can also reschedule your order as per your convenience basis the slots available, provided the order is not already en route. Please note: Once the order is packed, the merchant may levy a fee of Rs.29 if an order is rescheduled by the customer.
What if I have any complaint regarding my order?
You can use the “Contact Us” section on the app/web. Our customer care executives are always happy to help.
Placing an order
How can I be sure the fruits and vegetables I order are of good quality?
Our fruits and vegetables vendors have a quality check process in place to ensure quality of the items delivered, is up to the mark. Do let us know within 24 Hours if you’re not happy with the quality of product received.
How will I know if any item in my order is unavailable?
You will receive an SMS notification informing you about the unavailable items in this situation. Refund (if any) will also be initiated within 24 hours.
Is it safe to use my debit/credit card to shop on Roots Store?
Yes, it is. All transactions on The Roots Store are completed via secure payment gateways (Citrus, PayU) which are PCI and DSS compliant. We do not store your card details at any given time.
I’m trying to place an order today but it is getting scheduled for the next day. What can I do?
Depending on store timings and store capacities, your order may be scheduled for a different day.
Can I schedule an order to my convenience?
Sure. At the checkout page, you can select a delivery slot of your choice.
