Refund policy
Return & Refund Policy
Because each Root Weavers deck is custom-made with your ancestral details, we’re unable to accept general returns once your order has been approved for production. However, we’re committed to making sure your experience feels meaningful, supported, and right.
If you're unable to gather the required lineage information to complete your deck, and your order has not yet been approved for production, you may request a full refund.
If your order arrives with a printing error or is damaged in transit, please contact us as soon as possible so we can evaluate the issue and offer a replacement or refund if appropriate.
To request a refund, reprint, or return, please email us at support@rootweavers.com. Returns must be sent to: 47 Aqueduct Road, Wayland, MA 01778. Items sent back to us without first contacting us will not be accepted.
Reprints for Errors or Updates
If there is a mistake on one of your cards (such as a typo or incorrect detail), let us know. If the error was on our end, we’ll reprint the corrected card at no charge. If the error originated in the information you submitted, we can still offer a one-off reprint for a small fee.
If you've discovered new details about an ancestor and want to update a card, we're happy to support that as well with our one-off reprint option. Contact us to start the process.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Gift Cards & Sale Items
Gift cards are non-refundable. We also do not accept returns on sale items.
Genealogy Support
Refunds are not issued based on dissatisfaction with research outcomes due to uncontrollable factors like missing or conflicting records.
European Union 14-Day Cooling-Off Period
If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason, provided your deck has not entered production. To cancel under this policy, please contact us before your order moves to design or print.
Refund Timing
Once a return or refund request has been reviewed and approved, you’ll be refunded to your original payment method within 10 business days. Please note that your bank or credit card provider may take additional time to process the refund.
If it’s been more than 15 business days since your refund was approved and you haven’t received it, please contact us at support@rootweavers.com.