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. 

An estimated shipping date will be displayed on the product page when you place your order. This is the most accurate and up-to-date delivery information, and takes into account any high order volume or stocking delays. 

When checking out, the shipping time displayed at checkout (for example, 3-5 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 and an estimated shipping date is not displayed on the product page, 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 support@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 panel orders under $450 is a flat-fee rate of $49. All domestic orders over $450 ship free of charge.

Orders are shipped from Toronto, Ontario, Canada.

We ship anywhere in the contiguous United States, as well as all Canadian provinces.

We do not ship overseas at this time.

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.

Large orders

Orders containing 9 or more boxes 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 need photos of all 4 sides of the damaged box, in the state it was delivered, as well as photos showing each damaged panel in its entirety. 

Upon receiving your email, 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 support@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.

Alternatively, you may return the packages yourself to our distribution facility in Brampton. Please let us know within 14 days of your order being delivered if you are planning to return the product yourself so we can make the appropriate arrangements.

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.