Shipping policy

Shipping & Delivery Policy

Willow Bath and Vanity LLC — Effective Date: August 25, 2025

This policy applies to all orders placed directly with Willow Bath and Vanity LLC. Please review alongside our Returns & Exchanges Policy.

Service Area & Restrictions

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

  • P.O. boxes, APO/FPO, and U.S. territories: We cannot ship to these locations.
  • AK/HI, remote, ferry, and island destinations: Available by special quote only.
  • Limited-access locations (high-rises, storage facilities, schools, job sites, gated communities) may incur carrier accessorial fees and additional scheduling lead times.

Processing & Transit Times

  • Processing: In-stock orders typically ship within 5–8 business days after order confirmation and payment clearance.
  • Transit: Usually 5–10 business days, Monday–Friday, excluding holidays.
  • Friday cutoff: 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 option.

Delivery Options

Your delivery option is assigned automatically at checkout based on your ZIP code. Our system checks carrier coverage for your address and shows only the service levels available in your area. If an option does not appear at checkout, it is not available for your location.

Not sure what’s available before you order? Call or text us at (770) 752-2222 — Mon–Sat, 9 a.m.–5 p.m. ET and we’ll check your ZIP code right away.

1. Curbside Delivery with Appointment — Standard

Available for all ZIP codes. This is the default delivery method for most orders.

What’s included:

  • Scheduled weekday delivery appointment (4-hour window, 8:00 a.m.–5:00 p.m.)
  • Liftgate unloading to your curb or driveway
  • Up to 15 minutes on-site
  • An adult (18+) must be present to sign

What’s not included: Carry-in, interior placement, unpacking, assembly, or debris removal.

Please ensure you have help available to move items from the curb after delivery.

2. Through the Threshold — Where Available

Available in select ZIP codes. If supported for your address, this option will appear at checkout.

What’s included:

  • Items placed just inside your first dry door
  • Up to 15 minutes on-site
  • An adult (18+) must be present to sign

What’s not included: Room-of-choice placement, unpacking, assembly, or debris removal.

3. White Glove Delivery — Select ZIP Codes Only

Available in select ZIP codes only. If supported for your address, this option will appear at checkout.

What’s included:

  • Carry to the room of your choice
  • Unpacking and packaging/debris removal
  • Basic path carry

What’s not included: Assembly, plumbing, electrical work, wall mounting, haul-away of existing fixtures, or additional flights/complex carries (may require a quote or revert to Curbside if unsafe).

If site conditions prevent a safe carry (e.g., no elevator, narrow stairwell, unsafe access), delivery will revert to Curbside and any service fee difference will be refunded.

Freight Delivery: What to Expect

  • Appointment scheduling: When your freight reaches the local terminal, the carrier will contact you to schedule a weekday 4-hour window (8:00 a.m.–5:00 p.m.). An adult (18+) must be present.
  • Truck access: If the truck cannot safely reach your street or driveway, delivery will occur at the nearest safe point, or be rescheduled with fees for smaller-truck service if available.
  • Unloading: Freight is delivered via liftgate. Pallets and crates are packaging and remain with you (unless removed as part of White Glove).

Inspection (Required Before Signing)

  • Inspect cartons/crates and a representative piece from each carton before signing.
  • Note specific damage or 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.

Concealed Damage

  • Unpack fully within 48 hours of delivery. Keep all original packaging and photo-document any damage.
  • Report to us within 48 hours so we can file a carrier claim.

Claims reported after 48 hours may be denied by the carrier.

Small-Parcel Deliveries (UPS / FedEx / USPS)

Used for smaller items and replacement parts. Small-parcel shipments may be delivered without an appointment, and a signature may not be required.

  • If you choose no-signature/leave-at-door delivery, you accept responsibility for loss or theft after drop-off.

Missed Delivery, Redelivery & Wait-Time

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

  • After first contact, terminals typically offer 2–3 business days of complimentary holding.
  • Storage fees apply after the complimentary period (see Storage Fees below).

Address Changes, Rerouting & Holds After Dispatch

Address corrections, date holds, terminal holds, reroutes to a different city, or changes to service level after a shipment is booked 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 fully 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 the Carrier Terminal

  • 2–3 business days complimentary from first delivery contact.
  • Daily storage fees apply thereafter, based on shipment size and weight (carrier-set rates).

At Our Warehouse (Will-Call / Customer Pick-Up)

  • 30 days complimentary storage.
  • Beginning Day 31: $100 per month, per order (billed in full-month increments).

Customer Pick-Up (Will-Call)

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

  • Authorization: You or your designated person (must be listed on the order) may pick up. Bring a valid photo ID and your order number.
  • Our QC team will inspect the order with you; you’ll sign acknowledging the condition of the items.
  • We’ll help load—please bring a suitable vehicle, moving 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.
  • We are not responsible for damage after will-call pick-up.

Damage, Shortage & Missing Parts

  • Visible issues: Note on the delivery receipt and contact us with photos the same day.
  • Concealed issues: Report within 48 hours with photos; keep all original 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 charges may apply).

Risk of Loss & Title

  • Freight: Risk of loss transfers to you upon delivery at the assigned service level (Curbside, Through the Threshold, or White Glove) or upon will-call pick-up.
  • Small Parcel: If you authorize no-signature/leave-at-door delivery, risk of loss 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 are not responsible for delays caused by carriers, weather, natural events, labor disruptions, building restrictions, or other events beyond our control.

Contact Us

Questions about your delivery? We’re happy to help.

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

  • 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.