Shipping & Returns

Tracking Your Order

We always send your tracking number via email as soon as the shipping label is created.

• Retail Orders: Our products are made by hand. Please allow up to 10 days for your order to be prepared and shipped.
• Wholesale Orders: Due to supply needs and handmade production, wholesale orders can take up to 5 weeks to ship. We recommend ordering early to ensure timely delivery.

We Schedule Your Shipping for You

Carrier Contracts: We use USPS and UPS for their reliability and affordability. If you prefer another carrier, you may schedule a pickup using your own shipping account. When we schedule shipping, we do so on your behalf. The shipping agreement is between you and the carrier; we do not have access to their internal systems.

Residential Addresses Preferred: Shipping to a residential address is recommended to avoid delays in case of shelter-in-place orders in your area.

I put the Wrong Address on my Order: Use your tracking number to find out if your package qualifies for package intercept or other ways to redirect your package.

Shipping Schedules

• Processing Time: Standard orders ship out within 2–3 business days (Monday–Friday). Delays may occur during peak seasons. We are closed on weekends.
• Holiday Shipping: Orders placed by December 15 should arrive by December 24 if shipped via Priority Mail. Later orders may still arrive in time, but early shipping is best.
• Tracking & Carrier Responsibility: Once your label is created, you will receive an email with tracking info. Delivery times are determined by the carrier. If issues arise, please contact the shipping company directly, as your contract is with them.

Fair Shipping Rates

We strive for accuracy in shipping charges based on product weight. Still, actual costs may vary slightly.

• Automatic Refunds: If you're charged more than $1 over actual shipping cost, we’ll automatically refund the difference.
• Small Undercharges: If we undercharge shipping by less than $3, we typically absorb that cost.
• Large Orders or Cases: For bulk or custom orders, we will invoice you separately for actual shipping costs.
• No Shipping Refunds: We do not refund shipping fees. Since shipping is paid to the carrier, any refund requests must be made directly with them.

Tracking Says Delivered, But I Haven’t Received It

Sometimes packages show as delivered a few hours before they actually arrive. If you still don’t receive your package:

• Check with Your Carrier: It’s best to contact the carrier directly right away to ask where the package was left.
• USPS: Call your local post office (not the national line) and ask to speak with the carrier for your route. They’re often able to locate the package and correct any mistakes.
• UPS: Visit UPS.com and follow their delivery issue instructions.
• Have your tracking number ready when contacting the carrier.

Return Policy

If you're not seeing results from your product, please contact us first—we’re happy to help ensure it’s being used correctly. Chat with an Alywillow Specialist before giving up on the product.

Read our full return policy here.