Shipping & Returns
Shipping policy
We strive to process all orders within 1-3 business days of order placement (excluding weekends and holidays). Any delays or alterations to this standard will be noted on the product page when you order. You will receive a notification email containing tracking information when your order has shipped.
When checking out, the shipping time displayed at checkout (for example, 3-9 business days) is the estimated time from the order being shipped to the order being delivered to you. This shipping time does not include processing times and is not a guarantee.
In the rare case that you don't receive a notification that your order has shipped within 5 business days of placing your order, please contact us and we will promptly provide you with an update.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours from when you receive this notification for the tracking information to become available.
If you haven’t received your order within 10 business days of receiving your shipping confirmation email, please contact us at hello@andorwillow.com with your name and order number, and we will promptly look into it for you.
Shipping Rates, Times, and Destinations
Shipping on all standard panel (94.5" in length) orders under $450 is a flat-fee rate of $49. All domestic orders of our standard size (94.5" length) panels of 2 boxes or more ship free of charge.
Orders of 5+ boxes of the Tall Willow Panel ship free of charge within Canada.
Orders are shipped from Toronto, Ontario, Canada.
Depending on your location, shipping times vary from 2-10 business days. There will be an accurate estimate of your shipping times in checkout after you provide your delivery information, however these are not a guarantee.
International Shipping
We ship anywhere in the contiguous United States, as well as all Canadian provinces. Shipping rates to the USA will vary, enter your shipping information at checkout for the most accurate rates. We cover all duties and entry fees into the USA on your behalf.
We do not ship overseas at this time.
Large orders
Orders containing 9 or more boxes (or 6+ boxes of the Tall Willow Panel) will ship on a pallet via LTL, with curb-side delivery and a delivery appointment. The carrier will call you in advance to schedule a delivery appointment when it's convenient for you, and will lower the pallet to the ground on arrival. For orders of 9 boxes or more, Someone must be on site at the scheduled time to receive the shipment and bring the boxes inside.
Shipping Damages
In the unlikely event your order arrives to you in less than perfect condition, please get in touch via email within 48 hours of delivery. To help us assess the issue, please send photographs of the product from various angles and distances. In order to provide a replacement or partial refund, we require photos of all 4 sides of the damaged box, in the state it was delivered. We also require photos of the damages to the product, both showing the entire panel and the damages up-close.
Upon receiving your email containing the photos described above, we will work with you to resolve the situation, offering replacement parts or a replacement product as soon as possible.
Refunds, returns, and exchanges
We accept return requests within 14 days of delivery. You must notify us via email to hello@andorwillow.com within 14 days of your order being delivered that you wish to return your order. You must send us an email containing your order number, as well as the tracking number of your returned order within 21 days of your order being delivered in order to be eligible for a refund. You are responsible for the cost of return shipping.
Your order must be packaged and delivered securely, in its original packaging. You bear the risk that the item could be damaged during transit.
Before your refund can be processed, we must receive your order at the address provided to you. In addition, your order must be in new, unused, and resalable condition in order to receive a full refund. It cannot have any holes, marks, defects, or any aftermarket alterations that would affect its retail value. If the product has been used or damaged, you will not be eligible for a refund. Your refund will be returned to the same credit card or PayPal account you used for your purchase.
Once your order has been received and inspected, if it is free from any damages or signs of use, your refund will be promptly initiated. You will receive a notification via email as soon as the refund has been initiated. From there, please allow 5-7 business days for the refund to be reflected in your bank account.
