Effective Date: 5 July 2026
Last Updated: 5 July 2026
At Rootmed, we aim to process, dispatch and deliver every order safely and within the estimated delivery period. This Shipping and Delivery Policy applies to orders placed through
www.rootmed.in
By placing an order on our website, you agree to the terms stated below.
1. Order Processing Time
Orders are generally processed within 2–4 business days after successful order confirmation.
Orders are not ordinarily processed or dispatched on Sundays, public holidays or other non-working days. Orders placed during weekends or holidays will be processed on the next working day.
Processing time may be extended during:
* Major festivals and public holidays;
* Promotional campaigns or sale periods;
* Product launches;
* Unexpectedly high order volumes;
* Inventory verification;
* Payment verification; or
* Circumstances beyond Rootmed’s reasonable control.
Order processing time is separate from the estimated transit or delivery time.
2. Order Confirmation
After an order is successfully placed, the customer may receive an order-confirmation message by email, SMS, WhatsApp or another available communication channel.
Customers are responsible for ensuring that the following information is correct:
* Customer’s full name;
* Mobile number;
* Email address;
* Complete shipping address;
* PIN code;
* Landmark, where applicable; and
* Product name and quantity.
Rootmed will not be responsible for delivery delays caused by incorrect, incomplete or outdated information provided by the customer.
3. Shipping Charges
Rootmed currently offers free standard shipping on all eligible orders , unless a shipping charge is specifically displayed during checkout.
Any applicable delivery, handling, convenience, express-shipping or Cash on Delivery charge will be clearly displayed before the customer completes the order.
Rootmed may revise its shipping charges or free-shipping eligibility from time to time. The charges displayed at checkout at the time of purchase will apply to that order.
4. Estimated Delivery Time
After dispatch, an order is generally delivered within 5–7 business days, depending on:
* Customer location;
* Serviceability of the PIN code;
* Courier-partner availability;
* Distance from the dispatch facility;
* Weather or transport conditions;
* Local restrictions;
* Public holidays; and
* Other circumstances beyond Rootmed’s reasonable control.
Delivery timelines are estimates and are not guaranteed delivery dates.
Remote, rural, restricted or non-metro locations may require additional delivery time.
5. Serviceable Locations
Orders can only be delivered to locations and PIN codes serviceable by Rootmed’s authorised courier or logistics partners.
Delivery availability may be verified during checkout or after an order has been placed.
If the delivery address is found to be non-serviceable after order confirmation, Rootmed may:
* Contact the customer for an alternative serviceable address;
* Hold the order temporarily while seeking further information; or
* Cancel the order and refund the amount paid, where applicable.
6. Shipping and Logistics Partners
Rootmed may use third-party courier, fulfilment and logistics partners, including Shiprocket-supported courier services, to process and deliver orders.
The courier partner for a particular order may be selected based on:
* Delivery location;
* PIN-code serviceability;
* Shipment weight and dimensions;
* Courier availability;
* Delivery performance; and
* Operational requirements.
Rootmed may change the courier partner at any stage before dispatch without prior notice.
7. Shipment Tracking
Once an order has been dispatched, the customer may receive:
* An Air Waybill or AWB number;
* Courier-partner details;
* A tracking link; or
* Shipment updates through email, SMS or WhatsApp.
Customers may track their order using the tracking details provided after dispatch or through the Track Order option available on the Rootmed website.
Tracking information may take up to 24–48 hours after dispatch to become active on the courier partner’s system.
8. Cash on Delivery Orders
Cash on Delivery, or COD, may be available for selected products, locations and order values.
Where COD is available:
* The customer must provide a valid and reachable mobile number.
* Rootmed may verify the order through telephone, SMS, WhatsApp or OTP.
* Unverified COD orders may be placed on hold or cancelled.
* The customer must pay the full amount at the time of delivery.
* The delivery executive may not accept partial payment.
* Digital payment at delivery will depend on facilities offered by the courier partner.
Rootmed may restrict or disable COD for certain PIN codes, high-value orders, repeated order refusals, excessive cancellations or suspected misuse.
9. Address Changes
Customers should carefully verify their delivery address before placing an order.
A request to modify the delivery address may only be considered before the order has been packed or dispatched.
Once an order has been dispatched, Rootmed cannot guarantee that the delivery address can be changed. Address-change requests may be subject to courier availability, additional charges and delivery delays.
To request an address correction, contact customer support immediately and provide the order number and corrected address.
10. Delivery Attempts
The courier partner may make one or more delivery attempts depending on its operating policy.
Customers must:
* Keep their registered mobile number active;
* Respond to calls or messages from the courier partner;
* Be available at the delivery address; and
* Provide necessary directions or address details.
If the customer is unavailable, the courier partner may reattempt delivery or mark the shipment as undelivered.
Rootmed cannot guarantee a specific number of delivery attempts.
11. Failed Delivery and Return to Origin
An order may be returned to Rootmed as Return to Origin, or RTO, due to:
* Incorrect or incomplete address;
* Incorrect PIN code;
* Customer being unavailable;
* Customer refusing delivery;
* Repeated unanswered delivery calls;
* COD payment refusal;
* Restricted delivery location; or
* Courier inability to locate the address.
If a prepaid order is returned because of incorrect customer information, customer unavailability or delivery refusal, Rootmed may deduct the original shipping, handling and return-shipping expenses from the refundable amount.
Re-dispatch may be offered at Rootmed’s discretion and may require advance payment of additional shipping charges.
For COD orders returned due to customer refusal or unavailability, Rootmed may restrict future COD orders from the same customer, mobile number or address.
12. Delivery Delays
Delivery may be delayed due to circumstances including:
* Severe weather;
* Floods, earthquakes or other natural events;
* Strikes or civil disturbances;
* Government restrictions;
* Road closures;
* Public holidays;
* Courier-network disruption;
* Operational emergencies;
* Incorrect delivery information;
* Security restrictions; or
* Events beyond reasonable control.
Where possible, Rootmed will assist the customer in obtaining updated shipment information. However, Rootmed will not be liable for delays caused solely by third-party courier networks or circumstances beyond reasonable control.
13. Orders Delayed Beyond the Estimated Period
If an order has not been delivered within the estimated period, customers should first check the tracking information.
If there has been no meaningful tracking update for several business days, customers may contact Rootmed with:
* Order number;
* Registered mobile number;
* AWB or tracking number; and
* Delivery address.
Rootmed will raise an enquiry with the relevant courier partner. Courier investigations may require additional time.
Rootmed may offer re-shipment, replacement, cancellation or refund when a shipment is officially confirmed as lost, damaged beyond delivery or undeliverable, subject to verification.
14. Damaged, Leaking or Tampered Packages
Customers should inspect the outer packaging before accepting delivery.
If the package appears visibly damaged, opened, leaking or tampered with, the customer should, where possible:
* Refuse the shipment;
* Take clear photographs or a video;
* Inform the delivery executive; and
* Contact Rootmed immediately.
If the damage is discovered after accepting delivery, the customer should report it within 48 hours of delivery and provide:
* Order number;
* Photographs of the outer package;
* Photograph of the shipping label;
* Photographs or video of the damaged product;
* Batch and expiry details; and
* An unpacking video, where available.
Claims will be handled according to Rootmed’s Refund, Return, Replacement and Cancellation Policy.
Customers should not consume or use a product if its seal is broken, packaging is damaged or there are signs of tampering or contamination.
15. Missing or Incorrect Products
If the package contains a missing, incorrect or different product, the customer must contact Rootmed within 48 hours of delivery.
The customer may be required to provide:
* Complete unpacking video;
* Photographs of all products received;
* Outer packaging photographs;
* Shipping label;
* Invoice or packing slip; and
* Details of the missing or incorrect item.
After verification, Rootmed may dispatch the correct or missing item, provide a replacement or issue an appropriate refund.
16. Order Marked Delivered but Not Received
If the tracking status shows “Delivered” but the customer has not received the package, the customer should:
1. Check with family members, neighbours, reception, security personnel or office staff.
2. Confirm that the delivery address entered in the order was correct.
3. Contact Rootmed within 48 hours of the delivery-status update.
Rootmed will raise a proof-of-delivery enquiry with the courier partner.
Courier investigations may take several business days. Any refund or replacement will only be processed after the investigation and verification are completed.
17. Partial Shipments
An order containing multiple products may occasionally be dispatched in more than one shipment due to stock availability, packaging requirements or fulfilment arrangements.
Customers may receive separate:
* Shipment notifications;
* AWB numbers;
* Courier partners; and
* Delivery dates.
Receiving only part of an order does not necessarily mean the remaining products are missing. Customers should review all tracking details before raising a complaint.
18. Product Availability
All orders are subject to product and inventory availability.
If a product becomes unavailable after an order has been placed, Rootmed may:
* Contact the customer;
* Dispatch available products separately;
* Offer an alternative product with customer consent;
* Cancel the unavailable item; or
* Issue a refund for the unavailable item.
Rootmed will not substitute a product without the customer’s consent.
19. Cancellation Before Dispatch
Customers may request order cancellation before the order has been packed or dispatched.
Once an order has been dispatched, cancellation cannot be guaranteed and the matter will be handled under Rootmed’s Refund, Return, Replacement and Cancellation Policy.
To request cancellation, contact Rootmed customer support immediately with the order number.
20. Incorrect Contact or Delivery Information
Customers are responsible for submitting complete and accurate contact and delivery information.
Rootmed will not be responsible for:
* Delivery to an incorrectly provided address;
* Delays caused by missing landmarks or address details;
* Failed delivery caused by an unreachable mobile number;
* Delivery received by a person available at the provided address; or
* Loss caused by instructions provided directly by the customer to the courier partner.
Additional shipping or re-dispatch charges caused by incorrect customer information may be payable by the customer.
21. Delivery Acceptance
The customer, authorised family member, office representative, security personnel, receptionist or another person available at the stated delivery address may accept the package.
Delivery accepted at the customer-provided address may be treated as successful delivery.
Customers should avoid requesting the courier executive to leave the shipment unattended. Rootmed will not be responsible for loss or theft after an unattended-delivery request made by the customer.
22. Marketplace and Retail Purchases
This Shipping Policy applies primarily to orders placed directly through
www.rootmed.in
Orders placed through marketplaces, pharmacies, retailers, distributors, Brand Partners or other third-party sellers will be governed by the shipping and delivery policies of the respective platform or seller.
Customers should contact the original seller for delivery-related concerns regarding such purchases.
23. Bulk and Commercial Orders
Orders placed by distributors, District Growth Partners, Brand Partners, retailers, doctors, institutions or other commercial buyers may be subject to separate:
* Freight charges;
* Minimum order quantities;
* Dispatch schedules;
* Transport arrangements;
* Insurance terms; and
* Commercial agreements.
The standard consumer shipping terms stated in this policy may not automatically apply to orders intended for resale or commercial distribution.
24. Customer Support
For shipping, tracking or delivery-related enquiries, contact:
Adorica Care Private Limited – Rootmed
Office Address: Plot No. 20, H-1/A, Sector 63, Noida, Uttar Pradesh – 201301, India
Customer Support Number:** +91 9667761967
Working Days: Monday to Saturday
Working Hours: 10:00 AM to 6:00 PM
Customers should include their order number when contacting support.
25. Limitation of Liability
Rootmed will make reasonable efforts to ensure safe and timely delivery. However, delivery dates are estimates and may be affected by courier performance and circumstances beyond Rootmed’s control.
Nothing in this policy limits any statutory right or remedy available to a consumer under applicable Indian law.
26. Changes to This Policy
Rootmed may update this Shipping and Delivery Policy from time to time to reflect changes in its logistics network, business practices, courier arrangements or applicable legal requirements.
The policy displayed on the website at the time an order is placed will ordinarily apply to that order.
