Trust & Safety

Last updated October 31, 2026

How buyers are protected

• Secure checkout. Payments are processed by Stripe. Shops never see your card details.
• Your payment is held until delivery. A shop is paid 5 days after the carrier confirms delivery, so there is time to report a problem first.
• Order tracking. Orders shipped with a Rooted label update automatically to Shipped when the carrier scans the package and Delivered when it arrives, and we email you at each step.
• Damaged, wrong or not as described? Tell the shop within 5 days of delivery, with photos. If it is not resolved, contact us and we will step in. See the Refund, Returns & Shipping Policy.
• Booking protection. Your payment for a service is held until 48 hours after your appointment. If a provider does not show, tell us within 48 hours for a full refund.
• Real reviews. Only customers who bought from a shop can review it.

How sellers are protected

• Fraud screening at checkout. Every card payment is screened by Stripe before an order reaches you.
• Only ship confirmed orders. If an order is not in your Rooted dashboard, it has not been paid. Never ship because of an email, text or screenshot alone.
• Ship with the Rooted label. Tracking updates your order automatically and gives you proof of delivery if a buyer disputes a charge.
• Keep sales and messages on Rooted. Buyers who ask to pay you directly, or to move the conversation elsewhere, are not protected, and neither are you.
• Official emails come only from @byrooted.co. Rooted will never ask for your password, your bank login or a verification code.

Scam red flags

Whether you are buying or selling, stop and contact us if someone:

• asks you to pay, or to be paid, by Zelle, Venmo, Cash App, wire transfer, gift cards or crypto;
• wants to move the conversation or the sale off Rooted;
• “accidentally” overpays and asks you to send the difference back;
• sends a link to log in, “verify” your account or unlock a payout;
• asks for a code that was texted or emailed to you;
• pressures you to act fast, or offers a deal that seems too good to be true.

What Rooted will never do

• Ask you to pay anyone outside Rooted checkout.
• Ask for your password, full card number, bank login or a verification code.
• Ask you to buy gift cards or send money to “release” an order or payout.
• Contact you from an address that does not end in @byrooted.co.

Our standards, and what happens if they’re not met

Rooted is a place to shop small and feel safe doing it. Every listing, photo, review, message and shop has to be:

• Safe: no illegal, dangerous, recalled, counterfeit or stolen items, and nothing that needs a license the seller doesn’t have.
• Respectful: nothing hateful, harassing, violent, sexually explicit or otherwise inappropriate.
• Honest: accurate descriptions and photos, real reviews, no hidden fees.
• On Rooted: all payments go through Rooted checkout.

If something doesn’t meet these standards, we may remove the listing or content, pause the shop, or suspend or close the account. Serious or repeated problems can lead to a permanent ban. When someone’s safety is at risk we act right away; otherwise we’ll usually let you know what to fix first. Full details are in our Terms.

How to report something

• On a listing: use the Report Abuse link under the product.
• About an order: message the shop from your order first. If it is not resolved, contact Rooted with your order number.
• Anything suspicious: contact us and include screenshots if you can. We review every report.
• If you already paid outside Rooted: contact your bank or payment app right away, and report it to the FTC at reportfraud.ftc.gov.

Keeping your account safe

• Use a unique password for Rooted that you do not use anywhere else.
• Never share a verification code, even with someone who says they work for Rooted.
• Log out on shared devices, and update your password if you suspect anyone else has it.