Customer Service

Shipping

A shipping fee is charged based on the type of product you purchase. When your order is shipped, you will receive an email with the tracking number. This way, you can check the current shipping status of your order! Please allow up to 48 hours to process your order. Actual shipping time is usually between 2 to 4 business days.

Our Frozen Açaí products are shipped from our primary warehouse in California, through FedEx Express service, FedEx Ground, and/or California Overnight (Ontrac) - depending on the ship-to location indicated in your purchase.

Orders for frozen açaí products are shipped as follows:
California, Arizona and Nevada have orders shipped from Monday through Thursday. Oregon, Utah and Washington have orders shipped from Monday through Wednesday. All other states have their orders shipped on Mondays and Tuesdays, only.

Orders for dry products are shipped via regular ground service (Monday through Friday) to all states in continental U.S.

International Shipments

The shipping charges that appear during the check out process are for orders shipped to the U.S. territory only. If your order is shipping outside of the U.S. a representative will contact you, via email, with the new/correct shipping charges for your order. A customer approval is necessary in order to finalize the purchasing & shipping process.

Please note, Acai Roots does NOT ship frozen products to countries other than the United States.

In addition, Acai Roots shall not be responsible or liable for packages delivered to you through any third party with whom you have arranged for receiving [on your behalf] after we have made delivery to the address you indicated in your order (e.g., Skybox, Mail Boxes Etc., Postal Annex).

Please note: Customs may delay your order. All custom duties and taxes are your responsibility.

Sales Tax

Only California (8.75%) residents are required to pay sales tax on their purchase.

Return Policy

All sales are final. Acai Roots does not accept returns for any products that have been opened and/or unsealed.

If customer wishes to return a product that has not been opened or unsealed, he/she is required to take full responsibility regarding shipping costs and is also liable and responsible for the product to be returned to Acai Roots in the same condition as it was originally shipped from our warehouse.

Return shipping to us is at your expense. The original shipping fees are not refundable in case customer decides to return a purchase.

Damaged or Defrosted Product

If customer receives a damaged or defrosted product, Acai Roots requires the customer to notify us on the same day the product is received through the following e-mail address: sales@acairoots.com. In addition, Acai Roots requires customers to provide 2-4 photos of damaged/defrosted products. A Quality & Control team will evaluate case by case and will determine how to proceed. In order to qualify for refund or product replacement, the requirements above must be fully met.

Shipment Refusals

All refused shipments are subject to a 15% restocking fee or more. Please note once an order has been processed it can not be modified or cancelled. If the shipment is refused a restocking fee will apply. In the case of frozen items, if the product does not return in an appropriate condition (frozen as it was originally shipped), customer will not be refunded any amount.

* The original shipping fees are not refundable.

Thank You

Acai Roots has been serving its customers for years. We value your preference and business, and is always aiming to serve you with the highest respect and support. We take pride in our customer service, which is a top priority of our operations; please do not hesitate to contact us at anytime.