FAQs
You have questions.
We have answers.
Clear information for a more confident, comfortable and enjoyable experience.
Our Approach
"Informed choices lead to more fulfilling experiences."
We believe in honest, transparent information so you can shop with confidence. Our FAQs cover everything from ordering and shipping to product care and privacy.
If you can’t find what you’re looking for, our team is always here to help.
Browse by Topic
Ordering
& Payment
Shipping
& Delivery
Returns
& Exchanges
Products
& Safety
Care
& Cleaning
Account
& Privacy
Frequently Asked Questions
Quick answers to common questions.
How do I place an order?
Explore the collection, choose what speaks to you, and add it to your cart. When you’re ready, proceed through our secure checkout to enter your shipping and payment information. Once your order is confirmed, we’ll send you an email with the details.
What payment methods do you accept?
We accept major payment methods available through our secure checkout. All transactions are processed securely, and your payment information is never stored directly by Rooted in Desire.
How long does shipping take?
Shipping times vary depending on your location and product availability. Once your order has been processed and shipped, you’ll receive tracking information so you can follow its journey to you.
Do you offer discreet packaging?
Absolutely. Your privacy matters to us. Orders are shipped in discreet outer packaging without obvious references to the nature of the products inside. Because pleasure is personal—and what arrives at your door should stay that way.
What is your return or exchange policy?
For health, hygiene, and safety reasons, intimate products generally cannot be returned or exchanged once opened or used. If your product arrives damaged, defective, or incorrect, contact us as soon as possible and we’ll help make it right.
Are your products body-safe?
We carefully curate products with quality, materials, and intended use in mind. Material information is provided on individual product pages whenever available so you can make an informed choice about what feels right for your body. Always follow the manufacturer’s instructions and recommended use.
How do I care for my products?
A little care goes a long way. Cleaning and storage depend on the product and its materials, so always follow the manufacturer’s instructions. In general, clean your product before and after use with an appropriate toy cleaner or as directed, allow it to dry completely, and store it somewhere clean and dry.
For more guidance, explore our educational content on product care, materials, lubricants, and safe use.
Do you ship across Canada?
Yes. Rooted in Desire is proudly Canadian and ships to eligible addresses across Canada. Shipping rates and available delivery options are calculated at checkout based on your order and destination.
Shipping flatrate across Canada, free shipping over $99
How is my privacy protected?
Discretion is part of the Rooted experience. We take reasonable measures to protect your personal information and use it only as necessary to process your order, provide our services, and communicate with you in accordance with our Privacy Policy. Orders are also shipped discreetly to help keep your purchases private.
I still have a question. How can I get in touch?
Curiosity is always welcome. If you have a question about a product, your order, or simply need a little guidance finding what’s right for you, reach out through our Contact Us page. We’re here to make exploring desire feel informed, comfortable, and entirely your own.
Still need help?
We're here for you.
Our team is always happy to help with any questions, big or small. Reach out and we’ll get back to you as soon as possible.
Email Us
Get detailed support from our team.
Response Time
We aim to reply within 24 hours (Mon–Fri).
Support with Care
Real people. Thoughtful answers. Always discreet.