If the tracking status says “Accepted” then your order has been handed over to the mail carrier and is on its way but it is awaiting a status update. Please reach out to us if nothing changes within 10 days and we can assist you with the next steps.

Remember that, if you ordered a Family Chart, your print will not ship until you have completed and submitted your personalized Family Chart to us. An email with a unique web address to complete and submit your Family Chart will be sent within a few minutes of your purchase! If you haven’t seen it, check your spam folder. Still not there? Shoot our customer care team an email at hello@therootedhome.com and we’ll confirm the email address associated with your order and get the web address sent to you ASAP! Once submitted, your Family Chart will print and ship out on the same timeframe as our other prints.

For unframed prints, the vast majority of orders leave our offices in Mesa, Arizona within 1-2 days of purchase. Framed prints are custom made once ordered and are generally shipped within 7-10 days after purchase. Occasionally, a print may be further delayed due to backorder, high order volume or other unforeseen circumstances. We will alert you if it appears that your order will be substantially delayed. In any case, you will receive an email notification with a tracking number once your order has shipped.

Our unframed prints ship from Arizona via USPS Priority and First Class and UPS Ground. Frame orders ship FedEx Ground. Orders shipped in the U.S. generally arrive within 10 days, while Canadian orders can take longer, sometimes multiple weeks. Occasional delays caused by backordered products or materials, high order volume or adverse weather conditions may cause delays in shipping. In such case, we will make every effort to alert you of the delay and the expected delivery date.

Currently, we do not offer expedited shipping.

We currently ship only to customers in the United States and Canada. We will be sure to alert our customers if we begin shipping to other countries. Please note that Canadian orders may have additional import and brokerage fees from the shipping provider that are payable by the customer upon receipt of the shipment.

We accept returns for unframed prints within 30 days of purchase for a full refund or store credit. Currently, framed prints are not eligible for returns. The way to ‘exchange’ an item is to return it for a full refund and repurchase the item you want.

Click here to start the return process. Return labels will be provided for U.S. based customers. Any duties or fees that may be payable for international returns are the responsibility of the customer.

If you opted to pay for Route at checkout and your order arrives damaged or is delayed in transit without update for more than 7 days, you can file a claim with Route Shipping Protection here. You can file a claim any time within 15 days of a damaged delivery or the last updated tracking date. For Route to process your claim, you will need the order number and email address associated with the order. Once submitted, someone from Route will get back to you within a few days!

Unfortunately, once an order has been placed, we are unable to adjust your order to edit, change, or remove any of the prints in your order. However, if we can catch the order before it has been shipped, we can cancel it and you can place another order with the correct items. Please see below for information on canceling your order.

Please send us an email with your order number and “CANCEL” in the subject line, and we will try our best to stop the order. If you have already been emailed your shipping confirmation, or if your order has otherwise been processed for shipping, we will not be able to cancel your order, but we can assist with a return once the order arrives.

Please let us know of any shipping or print damage within 15 days of receiving a damaged item. We will help direct you to the proper channels for filing claims in order to get a replacement print or refund.