Wishlist

Customer care

Shipping & Delivery

Clear expectations from order confirmation through scheduling, inspection and final delivery.

At a glance

The essentials, made clear.

A quick view of typical timing, delivery choices and the steps that protect your order.

7–10 business days Typical processing In-stock orders may ship sooner.
5–10 business days Typical freight transit Timing begins after dispatch.
At checkout Delivery options Available services and pricing reflect your ZIP.
48 hours Concealed damage Report with clear photos and keep the packaging.
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Ready for delivery

Your receiving checklist

Send this to the person accepting your freight delivery. An adult age 18 or older must be present.

For damage or shortages: support@willowbathandvanity.com · 877-788-8444

Checking these boxes does not submit a claim. Contact Willow directly to report a problem.

Email checklist

Full policy

Shipping & Delivery details

Use the section guide to find a specific answer. Every condition remains visible below for clarity and reference.

Willow Bath and Vanity Shipping & Delivery Policy

This policy applies to orders placed directly with Willow Bath and Vanity. Orders placed through an authorized retailer may follow that retailer’s delivery procedures.

Service area

  • Standard delivery is available within the contiguous United States.
  • P.O. boxes, APO/FPO addresses, and U.S. territories are not eligible for standard freight delivery.
  • Alaska, Hawaii, remote, ferry, island, and limited-access destinations require confirmation and a special quote before shipment.
  • High-rises, gated communities, schools, job sites, storage facilities, and other limited-access locations may require additional carrier services or fees.

Processing and transit time

  • Processing: In-stock orders typically ship within 7–10 business days after order confirmation and payment clearance. Some orders may ship sooner.
  • Transit: Freight transit is usually 5–10 business days, Monday through Friday, excluding holidays.
  • Pre-order and backorder dates are estimates and may change.
  • Cabinets, countertops, sinks, and accessories may arrive in separate cartons or shipments.

Delivery dates are estimates, not guarantees. Do not schedule installers until every item has arrived, been unpacked, and inspected.

Delivery services

Curbside delivery with appointment

Curbside is the standard freight service for most orders. The carrier schedules a weekday delivery window and lowers the pallet to the curb or driveway using a liftgate. Carry-in, unpacking, assembly, debris removal, and installation are not included. An adult age 18 or older must be present.

Threshold delivery

Where available, the shipment is placed just inside the first dry door. Room-of-choice placement, unpacking, assembly, and debris removal are not included.

White Glove delivery

Where available, White Glove service may include room-of-choice placement, unpacking, and packaging removal. It does not include plumbing, electrical work, wall mounting, assembly, haul-away of existing fixtures, or unsafe/complex carries unless specifically quoted.

Available services and prices are shown at checkout after the delivery ZIP code is entered.

Freight appointment and access

  • The local terminal will contact you to schedule delivery after the shipment arrives in your area.
  • If a freight truck cannot safely reach the address, delivery may occur at the nearest safe point or be rescheduled with additional carrier fees.
  • Pallets and crates remain with the customer unless packaging removal is included in the purchased service.
  • Missed appointments, excessive driver wait time, re-delivery, address corrections, re-consignment, and storage may create additional carrier charges.

Inspect before signing

  1. Count every carton and inspect the pallet, cartons, crates, and visible product surfaces before signing.
  2. Write specific damage or shortages on the delivery receipt and take clear photographs while the driver is present.
  3. Refuse any severely damaged item and write “refused due to damage.” Accept undamaged items when the carrier can separate them.
  4. Contact Willow the same day at support@willowbathandvanity.com or 877-788-8444.

Concealed damage

Unpack and inspect every item promptly. Concealed damage must be reported with photographs within 48 hours of delivery. Keep the product, cartons, crates, inserts, and all other packaging until the claim is resolved. Claims submitted after 48 hours may be denied.

Small-parcel shipments

Smaller products and replacement parts may ship by UPS, FedEx, USPS, or another parcel carrier without an appointment. If delivery without a signature is authorized, responsibility for loss or theft transfers when the carrier confirms delivery.

Storage, holds, and address changes

  • Carrier terminals generally provide only a short complimentary holding period. Storage charges may apply afterward.
  • Willow provides up to 30 days of complimentary warehouse storage for an approved delayed shipment or pickup.
  • Beginning on day 31, warehouse storage is $100 per month, per order, billed in full-month increments.
  • Address changes, rerouting, date holds, terminal holds, or service-level changes after dispatch are billed at the carrier’s rate.

Customer pickup

Pickup must be confirmed before arrival. Bring a valid photo ID, order number, a suitable vehicle, moving blankets, and tie-downs. You or your authorized representative will inspect and acknowledge the condition of the order at pickup. Responsibility for loss or damage transfers when the order is released to you or your carrier.

Undeliverable or refused orders

Orders returned as undeliverable or refused without documented damage are treated as buyer’s returns and may be subject to round-trip freight charges and the 15% restocking fee described in our Returns & Exchanges Policy.

Contact

Online orders and customer care: 877-788-8444 · support@willowbathandvanity.com