Shipping policy

Shipping Policy

Order processing

Orders are processed after payment has been successfully completed.

Processing time is the period between placing an order and transferring it to a shipping carrier. It is separate from the carrier’s delivery time.

Most orders are processed within 3 to 7 business days. Some personalized, made-to-order, print-on-demand, or specialty products may require additional production time.

Processing does not normally occur on weekends or U.S. federal holidays.

When a product requires a longer production period, the estimated timeframe will be stated on the product page or communicated after purchase.

Shipping and delivery estimates

Estimated delivery dates are provided for guidance only and are not guaranteed.

Your total delivery time includes:

  1. Product processing or production time
  2. Carrier transit time

After an order ships, standard domestic delivery commonly takes approximately 3 to 8 business days, depending on the destination, carrier, shipping method, and fulfillment location.

Some products may ship directly from a production or fulfillment partner. Delivery times may therefore vary between products within the same order.

Shopify can also display expected delivery dates at checkout when fulfillment and transit times are configured.

Split shipments

Items in the same order may be produced or stored at different locations.

As a result, an order may arrive in more than one package and on different dates. You will not be charged additional shipping solely because an order is divided into multiple shipments.

Separate tracking information may be provided for each package.

Shipping rates

Available shipping methods and charges are displayed at checkout before payment is submitted.

Shipping costs may vary based on:

  • Delivery destination
  • Package size and weight
  • Selected delivery method
  • Product type
  • Fulfillment location
  • Current promotions or free-shipping offers

Any applicable taxes, customs duties, import fees, or local handling charges will be displayed at checkout when available or assessed by the destination country.

Tracking information

When tracking is available, you will receive a shipping-confirmation email containing the carrier and tracking number.

Tracking information may take up to 48 hours to begin displaying movement after the label is created.

Please contact us at help@willowgrovemarket.com when tracking has not updated for an extended period.

Address accuracy

Customers are responsible for entering a complete and accurate shipping address.

Please review your address carefully before submitting an order.

Contact help@willowgrovemarket.com immediately when an address needs to be corrected. We cannot guarantee that an address can be changed after production or fulfillment has begun.

Customers may be responsible for additional shipping costs when an order must be resent because the address supplied at checkout was incomplete or incorrect.

Delayed orders

Carrier delays, weather, public emergencies, customs processing, seasonal volume, labor disruptions, and other circumstances outside our reasonable control may affect delivery.

When we learn that an order cannot ship within the stated processing period, we will contact you with available options.

Federal rules generally require online sellers to have a reasonable basis for promised shipping periods. When an order cannot ship within the promised time, the seller must obtain the customer’s consent to the delay or provide a refund for the unshipped merchandise.

Lost or missing packages

Contact us at help@willowgrovemarket.com when:

  • Tracking has not updated for an extended period
  • A package is substantially overdue
  • Tracking says delivered, but the package cannot be located

Before contacting us about a package marked delivered, please:

  1. Confirm the shipping address on the order.
  2. Check entrances, porches, mailrooms, parcel lockers, and other secure locations.
  3. Ask household members or neighbors whether they accepted the package.
  4. Allow one additional business day, because carriers occasionally mark packages delivered before final drop-off.

We will review the order and tracking information and help determine the appropriate next steps. Resolution may require cooperation with the carrier or fulfillment provider.

Damaged or incorrect orders

Please inspect your order when it arrives.

Contact help@willowgrovemarket.com promptly when an item is damaged, defective, or different from what you ordered.

Include:

  • Your order number
  • A description of the issue
  • Clear photographs of the product
  • Photographs of the packaging and shipping label when relevant

Please retain the product and packaging until we complete our review.

Approved resolutions may include replacement, refund, store credit, or another appropriate solution, depending on the circumstances.

International shipping

International shipping availability is shown at checkout.

International customers are responsible for any customs duties, import taxes, brokerage charges, or local fees imposed by the destination country unless stated otherwise during checkout.

Customs processing may delay delivery.

WillowGrove Market cannot control or predict charges assessed by foreign customs authorities.

Returns

Shipping a product back without first requesting authorization may delay or prevent processing.

To request a return, contact help@willowgrovemarket.com.

Approved returns will receive the correct return address and instructions based on the product and fulfillment source.

Please review our Return and Refund Policy for complete eligibility requirements and instructions.

Contact us

Questions about shipping or delivery may be sent to:

WillowGrove Market
help@willowgrovemarket.com
425-473-0057