At RooTek, we want to ensure that your shopping experience is as smooth as possible. Below are answers to some frequently asked questions. If you don’t find the information you’re looking for, feel free to contact us at support@rootek.com.au.
Q: How do I place an order online?
A: Placing an order with RooTek is easy! Simply browse our collections, select the items you want, choose your size and color, and add them to your cart. Once you’re ready, click on the cart icon and proceed to checkout, where you’ll fill in your shipping and payment details.
Q: Can I modify or cancel my order after it’s been placed?
A: We process orders quickly, so once an order has been confirmed, we may not be able to make changes. However, if you need to cancel or modify an order, please contact us at support@rootek.com.au as soon as possible, and we’ll do our best to assist.
Q: Can I track my order?
A: Yes! Once your order has been shipped, you’ll receive an email with a tracking number and link. Use this to follow your package’s journey until it arrives at your door.
Q: Do you offer custom team uniforms or bulk orders?
A: Yes, RooTek specializes in custom team uniforms for sports clubs, schools, and organizations. We also offer bulk ordering for businesses, retailers, and teams. Reach out to our team at customorders@rootek.com.au to discuss your specific needs, and we’ll guide you through the process.
Q: What types of fabrics do you use in your sportswear?
A: We focus on performance-enhancing and eco-friendly fabrics. Our products are made from recycled polyester, organic cotton, and moisture-wicking materials to ensure comfort, durability, and sustainability.
Q: Are your products suitable for high-intensity sports?
A: Absolutely. RooTek apparel is designed to support athletes in high-performance environments. Our products are breathable, moisture-wicking, and engineered for movement, making them perfect for intense sports activities like football (soccer), rugby, running, and gym workouts.
Q: What size should I choose?
A: We recommend checking our Size Guide (in metric measurements) for detailed sizing information. You can find the guide on our website or linked directly from each product page. If you’re unsure, feel free to contact us for personalized assistance.
Q: Do you offer gift cards?
A: Yes! RooTek offers digital gift cards that can be purchased and emailed directly to the recipient. It’s a great option for birthdays, holidays, or special occasions.
Q: Where do you ship to?
A: We offer worldwide shipping! Whether you’re in Australia or across the globe, we’ll make sure your RooTek gear reaches you. Shipping rates and times may vary depending on your location.
Q: How long will it take for my order to arrive?
A: Shipping times depend on your location:
Q: What are the shipping costs?
A: Shipping fees are calculated at checkout based on your location and the shipping method you choose. For Australian orders over AUD $150, standard shipping is free! For international orders, shipping rates will vary depending on your region.
Q: Can I change my shipping address after I’ve placed my order?
A: If you need to change your shipping address, contact us as soon as possible at support@rootek.com.au. We’ll do our best to update your address before your order is shipped.
Q: What is your return policy?
A: We offer a 30-day return window. If you’re not satisfied with your purchase, you can return it for a full refund or exchange, provided the item is unworn, unwashed, and still in its original packaging with tags attached.
Q: How do I return or exchange an item?
A: To initiate a return or exchange, please contact us at returns@rootek.com.au with your order number and reason for return. We’ll provide return instructions and shipping details. Please note that return shipping costs are the customer’s responsibility unless the item is faulty or incorrect.
Q: How long does it take to process a return or exchange?
A: Once we receive your returned item, we will process your refund or exchange within 5-7 business days. Refunds will be credited to your original payment method, and you’ll receive an email confirmation once the process is complete.
Q: Can I return custom or personalized items?
A: Unfortunately, custom team uniforms or personalized products cannot be returned unless they are defective or damaged. We strongly recommend double-checking all details before placing your order for custom items.
Q: How do I choose the right size?
A: RooTek offers a Size Guide in metric measurements, which you can find on every product page. The guide includes detailed measurements for chest, waist, hips, and more. If you need further assistance, our support team is happy to help with sizing questions at support@rootek.com.au.
Q: Do your products fit true to size?
A: Yes, our products generally fit true to size. However, we recommend reviewing the size chart for each specific item, as fit may vary slightly depending on the style and fabric used.
Q: What if the item I order doesn’t fit?
A: If your item doesn’t fit, we’re happy to exchange it for the correct size. Please follow the return/exchange process outlined above, and we’ll send you a replacement in your desired size.
Q: What payment methods do you accept?
A: We accept a wide range of payment options, including Visa, MasterCard, American Express, PayPal, and Afterpay (for Australian customers). Your payment information is always secure with us.
Q: Will I be charged sales tax?
A: All prices on our website include GST for Australian customers. International customers may be subject to local taxes or import duties, which are the responsibility of the buyer.
Q: Can I use multiple discount codes on one order?
A: Only one discount code can be applied per order. If you have more than one code, feel free to save it for a future purchase!
Q: My payment didn’t go through. What should I do?
A: If your payment is declined, double-check your card details and billing information. If the problem persists, try using a different payment method or contact our support team for assistance.
