SHIPPING & RETURNS

SHIPPING

Where We Ship

At Papua Roots, every order represents more than a product—it connects you with the people, craftsmanship, culture, and stories of Papua.

We carefully prepare and package every order from Los Angeles, California. Please review our shipping and return policies below before placing your order.

Papua Roots currently ships within the United States only.

International shipping is not available at this time.

Order Processing

Orders are typically processed within 1–3 business days after payment is successfully received.

Business days are Monday through Friday, excluding U.S. federal holidays. Processing time is separate from the carrier's delivery time.

During holidays, product launches, special promotions, or periods of high order volume, processing may take longer.

Shipping Carriers

Papua Roots uses Shippo to access available shipping services from supported carriers.

The carrier and shipping service may vary depending on the destination, package size, cost, and available delivery options.

Once your order ships, you will receive a shipping confirmation and tracking information when tracking is available.

Free Shipping

We offer FREE STANDARD SHIPPING on U.S. orders of $50 or more.

Orders under $50 will be charged the applicable shipping rate displayed during checkout.

The $50 minimum is calculated after discounts and before applicable taxes, unless otherwise stated during a promotion.

Delivery Times

Estimated delivery dates provided during checkout or through tracking are estimates and are not guaranteed by Papua Roots.

Once a package has been transferred to the shipping carrier, delays caused by weather, carrier disruptions, holidays, incorrect addresses, or other circumstances outside our reasonable control may affect delivery.

LOCAL PICKUP - LOS ANGELES

Local pickup is available for customers in the Los Angeles area when offered during checkout.

Please wait until you receive confirmation that your order is ready for pickup before arriving.

Pickup instructions, location, and available pickup times will be provided after your order is prepared.

RETURNS & EXCHANGES

We want you to be happy with your Papua Roots purchase.

Eligible non-food products may be returned within 30 days of delivery.

To qualify for a return, merchandise must be:

Unused and unworn
Unwashed
In its original condition
Returned with original tags and packaging, when applicable
Accompanied by proof of purchase

To request a return, please contact: orders@papuaroots.com

Please do not send a return without contacting us first. We will provide return instructions and the appropriate return address.

Coffee & Food Products

For health, safety, and quality reasons, all coffee and other food products are final sale and cannot be returned or exchanged.

However, if your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery so we can review the issue and make it right.

We may request photographs of the product, packaging, shipping label, and damage to help us process your claim.

HANDCRAFTED PRODUCTS

Many Papua Roots products are handcrafted by Indigenous Papuan artisans.

Because these products are handmade, natural variations in color, pattern, texture, shape, dimensions, and other details may occur.

These variations are part of the character and uniqueness of handmade craftsmanship and are not considered defects.

If a handcrafted item arrives genuinely damaged or defective, please contact us within 7 days of delivery.

CLOTHING & ACCESSORIES

Eligible clothing and accessories may be returned or exchanged within 30 days of delivery.

Items must be unworn, unused, unwashed, and returned in their original condition with tags and original packaging when applicable.

Items showing signs of wear, washing, alteration, damage after delivery, stains, odors, or other use may not qualify for a refund or exchange.

RETURN SHIPPING

Changed Your Mind

If you are returning an eligible product because you changed your mind, ordered the wrong item or size, or no longer want the product, you are responsible for return shipping costs.

Original shipping charges are not refundable unless the return resulted from an error by Papua Roots.

Damaged, Defective or Incorrect Orders

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.

If we determine that the item qualifies, Papua Roots will cover the reasonable return shipping cost and offer an appropriate resolution.

REFUNDS, EXCHANGES & STORE CREDIT

For eligible returns, Papua Roots may offer:

Refund • Exchange • Store Credit

Once we receive and inspect your return, we will notify you regarding its status.

Approved refunds will generally be issued to the original payment method. The time it takes for the refund to appear in your account may depend on your bank or payment provider.

Shipping charges are generally non-refundable unless the return is due to an error by Papua Roots.

PREORDERS

Products identified as Preorder are generally considered final sale because inventory may be produced, ordered, or reserved specifically based on customer demand.

If you need to cancel or modify a preorder, contact orders@papuaroots.com as soon as possible and before the order ships.

We will review your request, but cancellation or modification cannot be guaranteed once processing, production, fulfillment, or shipment has begun.

If a preorder arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

SALE & CLEARANCE ITEMS

All products marked Sale, Clearance, or Final Sale are final sale and are not eligible for returns, exchanges, or refunds, except when an item arrives damaged, defective, incorrect, or where otherwise required by applicable law.

LOST, MISSING OR STOLEN PACKAGES

If tracking shows that your package was delivered but you cannot locate it, please:

Check around your property, mailbox, mailroom, front desk, parcel locker, and other possible delivery locations.
Check with household members, neighbors, building management, or anyone who may have accepted the package.
Contact the shipping carrier using your tracking number and request assistance locating the package.
If you are still unable to locate the package after contacting the carrier, contact orders@papuaroots.com with your order number and tracking information.

We will do our best to assist you with available carrier information or claims. However, Papua Roots cannot guarantee replacement or reimbursement for packages confirmed as properly delivered by the carrier.

INCORRECT SHIPPING ADDRESS

Customers are responsible for providing a complete and accurate shipping address at checkout.

If you notice an error, contact us immediately at orders@papuaroots.com.

We will do our best to update the address before shipment, but changes cannot be guaranteed once an order has entered fulfillment or has been transferred to the carrier.

Additional shipping charges resulting from an incorrect or incomplete customer-provided address may be the customer's responsibility.

ORDER CANCELLATIONS & CHANGES

Need to cancel an order, change an item, or correct your shipping address?

Contact orders@papuaroots.com as soon as possible.

Orders may generally be canceled or modified before they have shipped. Once an order has shipped, it cannot be canceled and our applicable return policy will apply.

QUESTIONS?

We're here to help.

For questions regarding shipping, returns, exchanges, damaged products, or your order, contact:

Papua Roots LLC
Los Angeles, California
orders@papuaroots.com

Rooted in Papua. Shared with the World.