FAQs

  • Can you please change my shipping address?

We process orders quickly, usually within the same business day, and are unable to accept any address changes. If unable to receive the package, please let us know. We will refund the order once it is returned back to our office.

We recommend reordering again asap with entering the new address to receive everything, including the package with automatic shipping updates, in a timely manner.

 

  • What is Transparency by Amazon & how does it work?

As part of our investment in our customers, we are excited to announce BASE ROOTS has now enrolled in Transparency by Amazon.  When you see the Transparency logo and code on our products, you can scan it with the Transparency app to verify authenticity and view product information. 

It's been a long challenge with other Amazon sellers sending out counterfeit products, especially the moon decor and especially in Canada + Mexico marketplaces. Please note we only send direct via Amazon's warehouse if buying from our Amazon listing and other sellers are NOT authentic products. It's been a slower roll out for every single one of our units, but we are working on it and for now could look to purchase only direct from our website here, Amazon store, or Etsy.

To get started:

  1. Simply download the Transparency app (found on your app store).

  2. The Transparency barcode is a square code that can be found next to the “T” symbol

  3. Once you scan the code, a green checkmark should appear, verifying the authenticity and displaying product information on the app page 

 

  • Do you offer customization or personalization of products?

Unfortunately at this time, we do not take customizations. 

 

  • Do you offer wholesale or bulk pricing?

We offer wholesale or bulk pricing discounts, kindly refer at this page and fill up the form.

 

  • Do you offer drop shipping?

Unfortunately, we do not drop-ship products or partner with any other online retailers to carry our brand on any channels/marketplaces.