FAQs

Got questions? We've got answers.

+ Where can I buy RootMD products?

RootMD products are available online through our official website and in select hair transplant clinics.

+ What forms of payment do you accept?

We accept all major credit cards, as well as PayPal, Google Pay, and Amazon Pay. Eligible customers can also take advantage of flexible payments through Shop Pay.

+ Can I speak with someone directly?

Absolutely. You can reach our customer support team at (305) 590-5660, Monday through Friday from 9 AM to 5 PM EST. Please have your order and payment details ready when you call.

+ How long does order processing take?

For U.S. orders, we typically process orders within 1–3 business days from the payment date. Orders placed before 12 PM EST are usually shipped the same day. For international orders, processing time is typically 2–4 business days.

+ How will I receive my tracking information?

Once your order has shipped, we’ll email you tracking details. If you haven’t received tracking info within 3 business days, feel free to reach out to us at support@therootmd.com.

+ What if I entered the wrong shipping address?

No problem—just email us at support@therootmd.com with the corrected address, and we’ll update your order right away.

+ How do I start a subscription?

When checking out with your chosen RootMD product, select your preferred delivery frequency to start a subscription. It’s that easy.

+ I'm having trouble logging into my account. What should I do?

Send us an email at support@therootmd.com with the name and address associated with your account. Our team will help you regain access.

+ Can I cancel or change my order?

If your order hasn’t been processed or shipped yet, we can help. Contact us as soon as possible at support@therootmd.com with your order information.

+ Do you offer free shipping?

Yes! We offer free shipping on U.S. orders over $35, on all subscription orders, and to select international destinations.

+ Which shipping carriers do you use?

We ship using USPS, First Mile, FedEx, and UPS. We compare rates across carriers to choose the most cost-effective option for your delivery.

+ What makes RootMD different from other hair growth shampoos and conditioners?

RootMD was developed by hair restoration experts and is designed to complement both professional treatments and everyday scalp care. Our formulas combine clinically studied ingredients with a clean, scalp-first approach to support healthier, fuller-looking hair from the root.

+ Can I use RootMD shampoo and conditioner if I haven’t had a hair transplant?

Absolutely. While RootMD was formulated with post-transplant patients in mind, it’s also an excellent choice for anyone experiencing thinning, shedding, or simply looking to improve their scalp and hair health.

+ How often should I use RootMD shampoo and conditioner?

For best results, we recommend using the shampoo and conditioner at least 3–4 times per week, or as advised by your provider. Consistency is key when it comes to supporting healthy hair growth.

+ Will RootMD help with hair thinning or shedding?

Yes. RootMD is formulated with ingredients known to support a healthier scalp environment and strengthen the hair follicle. While it’s not a cure for genetic hair loss, it can be an effective part of your overall regimen to reduce shedding and encourage fuller-looking hair.

+ Is RootMD safe for color-treated or chemically processed hair?

Yes, our formulas are gentle, sulfate-free, and safe for color-treated hair. They’re designed to support scalp health without stripping or irritating your hair.

+ Do I need a prescription to use RootMD products?

No prescription is needed. All of our products are available without a prescription, either through our website or select hair restoration clinics.

+ Can I use RootMD products alongside medications like finasteride or minoxidil?

Yes. RootMD products are designed to work synergistically with other hair loss treatments, including topical and oral medications. We always recommend checking with your provider to personalize your regimen.

+ Are RootMD products vegan or cruelty-free?

Yes. RootMD products are vegan, cruelty-free, and made without sulfates, parabens, or synthetic fragrances. Our formulations are clean and built for sensitive, post-procedure scalps.

+ Do you offer free shipping?

Yes! We offer free shipping on U.S. orders over $35, on all subscription orders, and to select international countries.

+ Which shipping carriers do you use?

We partner with USPS, First Mile, FedEx, and UPS. To keep shipping costs low and delivery times efficient, we compare carrier rates and choose the most optimal option for your location.

+ Do you offer expedited shipping?

At this time, we do not offer expedited shipping. However, we do everything we can to ensure prompt processing and delivery within our standard shipping timeframes.

+ What should I do if my order hasn't arrived?

If your order is taking longer than expected: • Check your tracking information for any updates or delivery delays. • Contact the shipping carrier directly for more insight if the tracking details are unclear. • Reach out to us at support@therootmd.com and we’ll do our best to help resolve the issue. Please keep in mind that occasional delays can happen due to weather, holidays, or logistical issues—but we’re always here to support you.

+ Can I choose a specific delivery date or time?

Unfortunately, we’re unable to guarantee specific delivery dates or time windows. We process U.S. orders within 1–3 business days, and international orders within 2–4 business days.

+ Can I change my shipping address after placing an order?

If your order hasn’t shipped yet, we can update the address—just email us at support@the rootmd.com as soon as possible. Once the order is shipped, we’re unable to make changes, so please double-check your shipping info before completing your purchase.

+ Do you ship to PO Boxes and APO/FPO addresses?

Yes! We ship to both PO Boxes and APO/FPO addresses within the United States.

+ Do you offer local pickup?

Not at this time. All orders are shipped directly from our fulfillment centers.

+ Do you ship internationally?

Yes, we currently ship to select countries outside the U.S. Our international shipping destinations include:Canada & UK.

+ What if my tracking says “Delivered” but I haven’t received my package?

This can happen occasionally. Here’s what to do: • Double-check your shipping address. • Look around your property or mailbox area. • Check with neighbors, building staff, or household members. • Contact the carrier for additional delivery details. If you still can’t locate the package, email support@therootmd.com and we’ll help you investigate further.

+ How long does shipping take?

• U.S. orders typically arrive within 7–10 business days after shipping. • International orders can take up to 28 days, depending on the destination and customs processing.

+ Do delivery times change during the holidays?

Yes, shipping may take a bit longer during peak holiday seasons due to high carrier volume. We recommend ordering early during those times, and we’ll continue doing our best to get your order to you as quickly as possible.

+ What is your return policy?

Due to the nature of our product and for health and safety reasons, we do not accept returns— even if the item is unopened. We appreciate your understanding and are always here to answer any questions you may have before you place your order. If you experience any issues with your purchase, please reach out to us at support@therootmd.com, and we’ll do our best to help.

+ When will RootMD be back in stock?

We restock our products regularly. If something you’re looking for is currently unavailable,please check our website for the most up-to-date availability. You can also sign up for restock notifications on the product page.

+ Can I pre-order RootMD products?

Yes! For select products, we offer pre-orders ahead of restocks. If pre-order is available, you’ll see the option directly on the product page at therootmd.com.