All shipped orders and gift card purchases are final. However, if there's an issue, contact us within 24 hours at CustomerService@SouthernRootsVegan.com. Orders with Route shipping protection are covered for loss, damage, or theft. Local pickup orders not claimed within 48 hours of the scheduled time will be canceled without a refund.

Absolutely! Join us at The Pearl Farmers Market every Sunday from 9:00 am - 1:00 pm.

Our donuts and cookies remain fresh for up to 7 days unrefrigerated in their original packaging. Cookies can also be frozen for up to 3 months. Ensure proper storage after opening.

Secure your favorites by selecting 'local pickup' when pre-ordering on our "Order in San Antonio" page. Once confirmed, you'll receive an email within 2-4 days for pickup coordination between 8:30 am - 6:30 pm. For local delivery within 25 miles of our bakery at 6208 S Flores St, San Antonio, there's a $10 fee, waived for orders over $90. Custom orders for Vegan Naked Cakes can be arranged through our catering page.

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

You can file a claim with Route here.

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download  Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

We process and dispatch orders within 5-7 business days. Confirmations and tracking info will be emailed to you.

We currently don't accept post-purchase customizations or promo applications. Stay tuned to our emails for promotional offers.

All desserts are nut-free, but they aren't produced in a nut-free environment. Some pies contain coconut milk. We have gluten-free options like our Classic GF OG donuts. More allergen-free options are in development.

If your order has not arrived, please file a claim with Route here. 

You can file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?  Download here

Marked As Delivered (Stolen)

• Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked delivered.
• In some cases, the Route Support team may require a police report before moving forward with an order issue.

Stuck In Transit (Lost)

• For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date. 
• For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.

Damaged

• Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 30 calendar days from when it was marked delivered.

We process and dispatch orders within 5-7 business days. Confirmations and tracking info will be emailed to you.

Direct order-related inquiries to CustomerService@SouthernRootsVegan.com. For media or wholesale, email Info@SouthernRootsVegan.com. General queries? Call us at 210-279-9414. Please note, DMs or comments on social media about orders won't be addressed.

Yes, a limited range of Cielo Scoops Vegan Ice Cream is on our website. For a full flavor list, visit the Cielo Scoops website.

Our commitment ensures eco-friendly, safe deliveries. Partnering with Route, your orders are protected against loss, damage, or theft during transit. We also support carbon-neutral shipping, emphasizing environmental stewardship. For details on tracking, resolving issues, or our eco-initiatives, visit our Southern Roots Assurance page.

For other queries, reach out to our team via the chat widget at the bottom right of your screen.

If your order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing. Pictures are required for damaged orders.

Need to file a claim?  File here

Refunds: When refunding an item, Route covers the subtotal of the order. 

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping and taxes

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

While Route itself is not an insurance company, Route provides access to shipping insurance. It does this through its entity, Safe Order Solutions, which is licensed to sell the shipping insurance issued by Seg Insurance Ltd. This makes Route's Protect product legal and compliant for brands to offer as shipping insurance to their customers.