Shipping policy

Shipping & Delivery Policy — Willow Bath and Vanity

Effective date: August 25, 2025

Scope
This policy applies to orders placed directly with Willow Bath and Vanity LLC (“Willow,” “we,” “us,” “our”). Please review alongside our Returns & Exchanges Policy.

Service Area & Restrictions

  • We ship to the contiguous U.S. (lower 48 states).

  • We cannot ship to P.O. boxes, APO/FPO, or U.S. territories.

  • AK/HI, remote, ferry, and island destinations are by special quote only.

  • Limited‑access locations (high‑rises, storage facilities, schools, job sites, gated communities) may incur carrier accessorial fees and scheduling lead times.

Processing & Transit Times

  • Processing: In‑stock orders typically ship within 4–6 business days after order confirmation and payment clearance.

  • Transit: Usually 5–10 business days, Mon–Fri, excluding holidays.

  • Orders placed after 12:00 p.m. ET on Friday will be processed the next business day.

  • Items may ship in multiple cartons or separate freight shipments 

  • Pre‑orders/backorders: Estimated ship windows are guidance only and may change.

We select carriers and service levels that prioritize safe, on‑time delivery—even when not the lowest cost.

Delivery Options (Assigned Automatically by ZIP Code)

When you enter your shipping address at checkout, our system checks carrier coverage for your ZIP code and automatically assigns the highest service level available in your area. You’ll only see the option(s) supported by carriers for your location.

Possible service levels (availability varies by ZIP):

  • White‑Glove Delivery (room‑of‑choice + unpack + packaging removal)

    • Includes placement in room of choice, basic path carry, and debris removal.

    • Does not include assembly, plumbing, electrical, wall mounting, or haul‑away of old fixtures; additional flights or complex carries may require a quote or revert to curbside if unsafe.

  • Through The Threshold (Recommended) 

    • Includes 15 Minutes on-site, set inside the first (1st) dry door, no assembly or debris removal.

  • Curbside Delivery – With Appointment

    • Includes 15 Minutes on-site, Appointment, Liftgate, and single-man delivery.

Important:

  • If White‑Glove is supported for your ZIP (e.g., many metro NY ZIPs), that option will be shown and assigned at checkout. If not supported, you’ll only see the next available level (e.g.,  Threshold, or Curbside).

  • If site conditions or building rules prevent the assigned service (e.g., no elevator for oversized crates, unsafe carries), delivery will revert to curbside, and any difference in service fee will be refunded.

  • Requests to change service after the shipment is booked may require intercept/re‑consignment and redelivery fees per carrier.

Freight Delivery: What to Expect

  1. Appointment: When your freight reaches the local terminal, the carrier will contact you to schedule a weekday 4‑hour window between 8:00 a.m. and 5:00 p.m. An adult (18+) must be present.

  2. Truck Access: If the truck cannot safely access your street/driveway, delivery will occur at the nearest safe point or be rescheduled with fees for smaller‑truck service if available.

  3. Unloading: Freight is delivered via liftgate. Pallets/crates are packaging and remain with you (unless removed as part of White‑Glove).

  4. Inspection (Required):

    • Before signing, inspect cartons/crates and a representative piece from each carton when possible.

    • Note specific damage/shortage on the Bill of Lading/Proof of Delivery (e.g., “top crate punctured; left corner chipped,” “1 of 3 cartons missing”). Take photos while the driver is present.

    • For severe damage, refuse the damaged item(s) and note “refused due to damage.” Accept undamaged items.

  5. Concealed Damage: Unpack fully within 48 hours. Keep all packaging and photo‑document any issues. Report to us within 48 hours so we can file a carrier claim. Claims reported late may be denied by carriers.

Small‑Parcel Deliveries (UPS/FedEx/USPS)

  • Used for smaller items and parts; may deliver without appointment.

  • Signature may not be required. If you choose no‑signature/leave at door, you accept responsibility for loss/theft after drop‑off.

Missed Delivery, Redelivery & Wait‑Time

  • If no one is available during the confirmed window or the driver must wait beyond standard time, the carrier may assess redelivery and/or wait‑time fees.

  • After first contact, terminals typically provide 2–3 business days of complimentary holding; storage fees apply thereafter (see Storage).

Address Changes, Rerouting & Holds (After Dispatch)

  • Address corrections, date holds, terminal holds, reroutes to a different city, or changes to service level after booking are treated as re‑consignments/intercepts and are billed at carrier rates.

Installation Scheduling Advisory

Please do not schedule contractors or installers until all items have arrived, been unpacked, and inspected. We are not responsible for labor costs, trip fees, or schedule impacts due to shipping windows or carrier delays.

Storage Fees

At Carrier Terminal

  • 2–3 business days complimentary from first delivery contact; thereafter, daily storage fees apply based on shipment size/weight (carrier‑set).

At Our Warehouses (Customer Pick‑Up / Will‑Call)

  • 30 days of complimentary storage.

  • Beginning day 31: $100 per month per order (billed in full‑month increments).

Customer Pick‑Up (Will‑Call)

  • Locations:

    • Alpharetta, GA: 6520 Corporate Ct, Suite 200, Alpharetta, GA 30005

  • Who Can Pick Up: You or your designated person (must be listed on the order). Bring photo ID and order number.

  • Procedure: Our QC team inspects with you; you’ll sign acknowledging the condition. We help load—please bring a suitable vehicle, blankets, and tie‑downs.

  • Third‑Party/Carrier Pickups: Allowed with written release. Title and risk of loss transfer upon pick‑up by you or your agent.

  • Post‑Pick‑Up Damage: We are not responsible for damage after will‑call.

Damage, Shortage & Missing Parts — How We Help

  • Visible issues: Note on the delivery receipt and contact us with photos the same day.

  • Concealed issues: Report within 48 hours with photos; keep packaging.

  • We’ll arrange replacements, parts, repairs, or reshipment as appropriate.

  • Orders refused without documented damage may be processed as returns under our Returns Policy (round‑trip freight and restocking may apply).

 

Risk of Loss & Title

  • Freight: Risk of loss transfers to you upon delivery at the assigned service level (curbside/threshold/room‑of‑choice/white‑glove) or upon will‑call pick‑up.

  • Small Parcel: If you authorize no‑signature/leave at door, risk transfers at drop‑off.

Undeliverable & Address‑Issue Returns

Shipments returned as undeliverable or refused without documented damage may be treated as returns under our Returns Policy and may incur round‑trip shipping and restocking charges.

Carrier Delays & Force Majeure

Estimated ship and delivery dates are not guaranteed. We aren’t responsible for delays caused by carriers, weather, natural events, labor disruptions, building restrictions, or other events beyond our control.

Contact Us

Need help with delivery? We’re here for you:

📞 Call or Text: (770) 752-2222
🕘 Monday – Saturday, 9:00 a.m. – 5:00 p.m. ET

We’re happy to:

  • Confirm which delivery options are available for your ZIP code.

  • Coordinate building requirements, such as elevator access, stair carries, or special entry instructions.

  • Provide a Certificate of Insurance (COI) if your building requires it.

You can also visit us at our showrooms in Alpharetta, GA and Norcross, GA.