Shipping policy
We currently ship within the United States and U.S. territories only. We do not offer international shipping at this time.
Shipping Timeframes
Standard shipping within the U.S. is typically 4 to 7 business days after an order has been processed. Delivery estimates are not guaranteed and may vary based on destination, carrier delays, weather, holidays, peak shipping periods, or other circumstances outside of Willo’s control.
Shipping Addresses and PO Boxes
Willo does not ship to PO Boxes.Customers are responsible for providing a complete and accurate physical delivery address at checkout.
Please review your shipping information carefully before submitting your order. Once an order has entered processing or has shipped, we cannot guarantee that the shipping address can be changed, redirected, or intercepted.
Willo is not responsible for delays, failed delivery, returned packages, or additional shipping costs resulting from an incorrect, incomplete, or ineligible shipping address provided at checkout.
Delivery Issues
If your tracking information shows an unexpected delay, delivery exception, or other issue, please contact us so our team can assist with the carrier investigation and available resolution options.
All missing, damaged, or incorrectly delivered packages must be reported within 7 calendar days of the carrier's confirmed delivery date. This reporting window allows us to investigate delivery issues, coordinate with the carrier, and pursue any available shipping insurance claims.
Claims reported after this 7-day window may have limited options for investigation or reimbursement. In these circumstances, Willo cannot guarantee a replacement, refund, or store credit.
Orders reported as lost, missing, damaged, or otherwise not received may require carrier investigation, proof of delivery, photographs, or other supporting documentation before a resolution can be determined.
All claims are subject to applicable carrier and shipping insurance terms, as well as applicable consumer protection laws.
Shipping Protection
If shipping protection was purchased or included with your order, eligible claims for lost, stolen, or damaged shipments should be submitted through our shipping protection claims link found in the email confirmation from ShipInsure.
Shipping protection claims are subject to the terms and eligibility requirements of the applicable coverage, including:
* Claims must generally be submitted within 14 days of marked delivery date.
* Domestic shipments that remain stuck in transit for 7 days may be considered lost.
* A 2 day waiting period after the expected or reported delivery date may apply before a lost or stolen package claim can be processed.
* Damage claims may require photos or other supporting documentation.
* For higher value claims, generally $500 or more, or where additional verification is required, a police report or other documentation may be requested.
* Damage coverage applies to products that arrive broken and unusable, rather than cosmetic packaging damage or minor imperfections that do not affect use.
Submission of a shipping protection claim does not guarantee approval. Claims are reviewed based on the terms of the applicable coverage and the information provided.
If shipping protection was not purchased or included with your order, or you have questions or need support in filing the claim, please contact our team and we are here to help.
Returned or Undeliverable Packages
Packages returned to Willo because of an incorrect or incomplete address, refused delivery, an unsupported PO Box address, or another delivery issue may require additional shipping charges before the order can be resent.
Shipping charges are nonrefundable where permitted by law once an order has shipped, except where otherwise required under our Return and Refund Policy or applicable law.
For additional questions regarding shipping or an existing order, please contact us