FAQs
Welcome to the Rootlyric Help Center. Here you can find answers to common questions about placing orders, payment options, shipping, order modifications, and after-sales assistance.
If you need additional support, please contact us at support@rootlyric.com. To help us handle your request efficiently, please include your Order Number and the email address associated with your purchase.
Orders & Payments
Q: How can I apply a discount code to my order?
A: If you have a valid promotional code, you can apply it during checkout by following these steps:
- Select your preferred decorative charms and add them to your shopping cart.
- Open your cart and proceed to the checkout page.
- On Mobile: Expand the "Show order summary" section to locate the discount code field.
- On Desktop: Find the discount code or gift card entry box in the order summary area.
- Enter your code and click "Apply" to update your order total before completing payment.
Q: What payment methods are available?
A: Rootlyric offers secure payment options to make your shopping experience convenient. Depending on your location and checkout availability, supported methods may include:
- PayPal
- Credit and Debit Cards (Visa, Mastercard, American Express, Diners Club)
- Digital Wallets (Apple Pay and Google Pay)
The available payment methods will be displayed during checkout.
Q: What is the shipping fee?
A: Our standard international shipping rate is $5.99 USD. Shipping charges may vary slightly depending on the delivery destination or applicable promotional offers.
The final shipping cost will be displayed at checkout before you complete your purchase.
Shipping & Delivery
Q: Does Rootlyric offer international shipping?
A: Yes. Rootlyric provides international shipping to supported countries and regions. Orders containing Beaded Charms, Cute Charms, or Bag Charms may be dispatched from different fulfillment locations depending on product availability and the delivery destination.
Q: How long does delivery usually take?
A: Standard international shipping generally takes approximately 10–20 business days after order processing and dispatch.
Please note that delivery times may vary depending on your destination, customs procedures, local courier operations, and other transportation circumstances.
Q: How can I track my order?
A: Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number.
You can use this number on the relevant courier's website or a compatible tracking platform to check your package's delivery progress.
Q: Why is my tracking information not updating?
A: Tracking information may take approximately 24–48 hours to become available after your package has been dispatched.
Temporary gaps in tracking updates can also occur during international transportation, customs processing, or transfers between shipping facilities. These delays do not necessarily indicate that your parcel has stopped moving.
Q: Why did I receive my order in separate packages?
A: Some orders may be divided into multiple shipments when products are stored at different fulfillment locations.
If your order includes several items from our Beaded Charms, Cute Charms, or Bag Charms collections, they may arrive separately. Each shipment may have its own tracking number.
Order Changes & Cancellations
Q: Can I change my shipping address after placing an order?
A: If you need to correct your shipping details, please email support@rootlyric.com as soon as possible with the subject line "Urgent: Address Update".
Include the following information:
- Your Order Number
- The email address used when placing the order
- Your complete and corrected shipping address
Please Note: Address changes are only possible before the order has been processed or dispatched. Once your package is with the shipping carrier, we cannot guarantee that the address can be updated.
Q: Can I modify the products or quantities in my order?
A: We understand that you may occasionally need to make adjustments after checkout.
Please contact support@rootlyric.com immediately with "Urgent: Order Modification" as the email subject and provide:
- Your Order Number
- Your checkout email address
- The specific products or quantities you wish to change
We will review your request and determine whether the modifications can be completed before fulfillment begins.
Q: Is it possible to cancel my order?
A: Cancellation requests should be submitted as soon as possible after placing an order.
We may be able to cancel your purchase if the order has not yet entered processing or shipping preparation. Once an order has been processed or dispatched, cancellation may no longer be available.
Please contact support@rootlyric.com promptly if you wish to request a cancellation.
Product Issues & After-Sales Support
Q: What should I do if my charm arrives damaged?
A: If your decorative charm arrives damaged, please contact our customer support team at support@rootlyric.com so we can review the issue.
To help us assess your request, please provide:
- Your Order Number and checkout email address
- Clear photographs or a short video showing the damaged product
- A photograph of the shipping label on the original package
Our team will review the information and assist you with an appropriate solution.
Q: What if I receive a defective product?
A: At Rootlyric, we aim to provide decorative accessories that meet our quality expectations.
If you notice a manufacturing defect or another quality-related issue with your item, please email support@rootlyric.com.
Include your Order Number, a brief description of the problem, and clear photographs of the affected area. Our support team will evaluate your request and advise you on the next steps.
Q: What should I do if an item is missing or incorrect?
A: If you receive the wrong product or discover that an item is missing from your order, please let us know.
Send an email to support@rootlyric.com with your Order Number and a description of the issue.
For incorrect items, please include a photograph of the product you received. For missing items, specify which product was not included in your package.
We will review your order details and work toward a suitable resolution.
Order Confirmation & Tracking Emails
Q: Why haven't I received my order confirmation email?
A: After completing your purchase, an order confirmation email should be sent to the email address entered during checkout.
If you cannot find it, please check your spam, junk, or promotions folder.
If the confirmation is still missing, contact support@rootlyric.com and provide the email address or phone number associated with your order. Our team will help verify your purchase details.
Q: What if I haven't received my tracking number?
A: Tracking information is generally provided once your order has been prepared and handed over to the shipping carrier.
If you have not received a tracking email within the expected processing period, please check your spam or junk folder first.
You can also contact support@rootlyric.com with your Order Number for assistance in checking your shipment status.