Roots customer care and support service

Roots Canada, or Roots, is a Canadian outdoor lifestyle brand founded by Michael Budman and Don Green in 1973.

The brand sells a variety of items ranging from casual and athletic apparel to furniture. The first Roots store opened in Toronto in August 1973, and has since expanded with 115 other stores across Canada.

The brand’s products convey a casual, hip, and athletic look, and are aimed at customers of all ages. Roots’ iconic “beaver” logo was designed in the 1970s and has remained a core part of the brand’s image.

What Does Roots Sell?

Roots sells many different items including:

  • Outerwear
  • Sweaters and Cardigans
  • Leather Jackets
  • Awards Jackets
  • Flat bags
  • Shoulder Bags
  • Totes
  • Backpacks
  • Mini Leather Handbags
  • Weekender Bags

Roots Outlets

You can look up the locations for Roots’ 116 outlets in Canada using their store locator.

In-Store Pick Up

Customers can look up the various products on Roots’ website and reserve them for in-store pick up at their preferred location. The steps for reserving in-store pick up are as follows:

  • Visit the Roots website.
  • Browse through their collection of products.
  • Add items to your shopping cart.
  • Continue to the Checkout section
  • Select the “In-store Pick up” option as your delivery address and enter your postal code.
  • Select the Roots store closest to you and check if they have the items in stock
  • Continue with the payment process.
  • Wait to receive your order and shipment details in your email.
  • When your order is ready for pick-up, visit the Roots outlet along with the confirmation email and personal identification.

Contacting Roots

Customers that wish to ask about Roots’ products or learn about shipping and return procedures can get in touch with the company in a variety of ways. This includes:

  • Phone
  • Email
  • Live chat
  • Visiting outlets
  • Social media

Contacting Roots Over the Phone

Roots have multiple contact numbers depending on the type of assistance you require.

If you need assistance with online purchases at Roots’ website, you can call:

  • 1-800-208-0521.

Roots’s service phone line is available Monday to Friday, 9 a.m to 9 p.m EST

If you wish to inquire about investor relations, you can contact head of Investor Relations Kristen Davies at:

  • 416-781-3574.

You can find information on corporate B2B sales by calling:

  • 1-866-297-6687 (extension 4327)

Contacting Roots via Email

Roots also have multiple email addresses to make it easier for customers or other businesses to reach out to them.

Customers interested in contacting Roots regarding custom orders for leather items can email the company at:

If you wish to learn about investor relations, you can email head of investor relations Kristen Davies at:

Businesses that wish to learn about Roots’ corporate B2B sales can email:

Customers can also contact the company via email through a form on their website.

Roots LiveChat

Customers that wish to speak with a Roots customer service representative should select the “chat” button on the bottom right side of the company’s contact page.

This 24/7 chat option connects site visitors with a virtual assistant who can answer questions about:

  • How to order.
  • Information on gift cards.
  • Assistance with order tracking.
  • Finding store locations and hours.
  • How to check if an item is in stock at your local Roots store.

If the virtual assistance cannot provide a satisfactory answer to your question, you can request to speak with a human customer service agent through the chat box itself.

Social Media

Roots maintains their online presence with the help of different social media sites.


Customers can follow Roots on Instagram here. The brand posts pictures of their products and provides updates on the latest promotions and contests on their Instagram page. Followers can send private direct messages to the brand, or they can leave public comments under the page’s various posts.


You can also contact Roots on their Twitter page. The brand posts promotion updates and links to their Instagram on their Twitter feed. Followers can leave public comments under the brand’s posts or send them a private direct message.


Roots maintain an active Facebook page where the brand promotes products and offers updates. Users can publicly comment on the page’s posts, or they can choose to privately message the brand via Facebook messenger.


Roots’ Youtube page features many promotional videos. However, the brand does not post on this page often. Users can still comment on the brand’s various videos. However, customers should not use Youtube as their primary method of contacting the brand.


Roots are very active on their Pinterest page. The brand regularly uploads new posts promoting their products. Followers can browse through the page’s various “boards” to see the brand’s different collections such as holiday gifts, dresses, and linen. Users can also publicly comment on each of the brand’s “pins”. However, this Pinterest page is primarily for promotion purposes, rather than for customer service.

Tik Tok

Roots also maintains an online presence on Tik Tok. The brand posts mostly seasonal promotions and short clips of customers wearing their merchandise on the page. Customers who follow this Tik Tok page can leave public comments on each of the posts. However, you cannot send the brand a private message on Tik Tok if they aren’t already following you.

Frequently Asked Questions

The Roots website features a Frequently Asked Questions page. This page provides answers related to:

  • Roots orders
  • Roots leather
  • Roots policies
  • Roots gift cards
  • Business to business
  • Contact information

What Is the Best Way to Contact Roots?

If you would like to learn about Roots products or would like information on shipping and returns, you should first look through the brand’s Frequently Asked Sections page. If you still require assistance, you can use the LiveChat assistant on their website or send them an email.

Customers who require urgent services can contact the brand over the phone, or visit one of the Roots outlets in their area.

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