Shipping policy

1. Where we deliver

Choose your destination at checkout to confirm delivery is available. Enter the full shipping address so checkout can validate the destination before you place your order.

Availability can depend on the full address, including the postal code. When checkout cannot find a delivery option, recheck the country, city and postal code, then contact us before placing the order.

2. Free standard shipping

Standard shipping costs $0 for every destination available at checkout. You can review the delivery method and shipping total before completing your order.

3. Order processing takes 1–3 days

We prepare confirmed orders for dispatch within 1–3 days. This covers reviewing the order and preparing the package for the carrier.

The processing window starts when the order is confirmed. A confirmation email means we received your order. The dispatch email tells you when the parcel is on its way.

4. Standard transit takes 6–9 days

Standard transit takes 6–9 days after dispatch for every destination we serve. Allow an estimated 7–12 days overall from order confirmation, including preparation and transit.

For planning, use the full 7–12 day estimate from confirmation. After dispatch, check the carrier’s updates for the latest information on your parcel.

5. Keep your order confirmation

Your confirmation contains the order number and shipping details. Review the items and address soon after ordering and keep the email for delivery questions.

6. Watch for the dispatch email

After dispatch, look for an email with shipping details and a tracking link. Check your spam or promotions folder when you cannot locate the message.

When a tracking number shows only that the label was created, check again after the carrier records its first scan. Keep the dispatch email so you can refer back to the number.

7. Follow the carrier scans

Open the tracking link to see the latest scan and delivery information. There can be a gap between carrier scans while a parcel is moving between facilities.

8. Enter a complete address

Provide the recipient’s full name, street address, unit or apartment number, city and postal code. Double-check the spelling and numbers before submitting the order.

Put the unit or suite number in the appropriate address field. For buildings with several entrances or similar street numbers, enter enough detail to identify the correct delivery point.

9. Correct an address promptly

Email hello@willowna.com with your order number and the complete corrected address. Contact us before dispatch so we can check whether the shipment can still be updated.

Send the full replacement address in one message, including the recipient, unit number and postal code. Once the parcel is in transit, check the carrier’s tracking page for available delivery changes.

10. Add delivery instructions

Include apartment, suite or building access details in the address fields offered at checkout. For an order already in transit, check the tracking page for delivery options offered by the carrier.

11. When a shipment is delayed

When your package passes the estimated delivery window, send us the order number and the last tracking update. This helps us identify the shipment and look into the delay.

Include the date of the most recent scan and the city or facility shown. When tracking reports an attempted delivery, read the carrier’s notice for instructions about another attempt or collection.

12. Tracking shows delivered but the parcel is missing

Check the delivery details and look around the listed drop-off location. Ask household members or building staff whether they received the package, then contact us with the tracking number.

Review any delivery photo or location note in the tracking record. Common locations include a reception desk, parcel locker or a sheltered area near the entrance.

13. A package arrives damaged

Keep the packaging and photograph the shipping label, outer box and affected items. Send the photos with your order number so our team can review the delivery and help with next steps.

Take photos before discarding the packaging. For a package with missing contents, tell us which items arrived and which are missing, and include photos showing the condition of the box and seal.

14. Free shipping for returns and exchanges

Willowna covers eligible return shipping and approved exchange shipping for the destinations we serve. See our Return and Refund Policy for instructions.

15. Delivery support

Email hello@willowna.com or use our contact form. Include your order number and tracking number so we can find the shipment. Our customer service team is available Monday–Saturday, 9:00 AM–6:00 PM Pacific Time. We are closed on Sundays and public holidays.