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.

Order Changes

Once an order is placed, we cannot guarantee any edits or cancellations.

Shipping Rates, Times, and Destinations

Free shipping thresholds vary by product and shipping destination, and are clearly noted on the product pages. You can also add your order to cart and enter your shipping details for the most accurate quote.

Canadian orders are shipped from Toronto, Ontario, Canada. US orders are shipped from Philadelphia, PA.

We ship anywhere in the contiguous United States, as well as all Canadian provinces. For US orders that are shipped from our Canadian warehouse, we cover all duties and entry fees into the USA on your behalf, however we may require additional information from you in order to clear your shipment. We will reach out via email or phone if that is the case.

We do not ship overseas at this time.

Depending on your location, shipping times vary from 2-12 business days. There will be an accurate estimate of your shipping times at checkout after you provide your delivery information, however these are not a guarantee.

Large orders

Large orders 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 window (4-8 hours) when it's convenient for you, and will lower the pallet to the ground on arrival. For orders of curbside deliveries, someone must be on site at the scheduled time to receive the shipment, sign for it, and bring the boxes inside. Carriers are not responsible for bringing the product inside or removing any packaging.

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, in the state they were delivered.

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.

Samples are not eligible for returns or refunds, but their cost is refundable if you place an order containing at least one (1) Willow Panel.

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.