While we may seem like a large operation here at Willow Winters publishing we’re actually not. We have less than a handful of people in the warehouse responsible for shipping orders, and one person who handles our Customer Service contact form.
Because of this, our current processing time on orders is 1-7 business days - not including Saturdays & Sundays.
If you wish to leave us a note, you MUST ensure this is added prior to checking out. You are fully responsible for leaving us a note prior to submitting and paying for your order.
To do this you will need to:
1) ADD the item to your cart
2) CLICK on VIEW Cart (the little 🛒)
3) CLICK ADD NOTE - type in your note and press SAVE
4) Proceed to checkout
Once your order ships out, notes can’t be amended. There is no guarantee we will be able to add a note AFTER you have placed your order.
If you have placed an order that is still within the 15 business days, please do not reach out to us asking for an order update - your email will not be answered.
If your order is over 15 business days, please reach out via our contact form so we can advise you.
International customers should also be aware they may receive import, tax or customs fees. We do not pay these fees, customers are responsible for paying these in order to release/receive their package.
Canadian Customs fees are determined by the CBSA. The CBSA calculates any duty owing based on the value of the goods in Canadian funds. You can use their estimate tool by clicking here! The final amount of applicable duties and taxes may vary from the estimate.
UK Customs Fees are determined by the UK Government and more information can be found here!
NOTE: Refunds will not be given to customers unable to pay the customs fees until we have received your order back to us. After this we will be able to refund the order minus the shipping charge that had paid to ship your order to you.
We do not print and produce our own books. And so, this means we can sometimes face delays as we have no control over external printers. Orders coming into us can sometimes range from 5-10 business days up to 30 business days, and don’t get us started on when these printers cancel our orders without warning. Alls to say, please be patient and understanding if we are facing delays on certain titles. We’re doing the best we can.
The processing time stated above, is just our processing time. It does not include shipping.
Shipping times/rates are chosen by you at checkout. Shipping is done via USPS and once the package leaves us, it is out of our control. We do not have any other information on your packages other than what is shown in your tracking visible to you.
While we’d love to have a direct line to every mail man, we do not. And so, please appreciate that since we do not hand deliver parcels, we can’t advise you on where your mailman may have left your order, we can’t tell you what route it’s taking, and we can’t pick up your package from the post office.
From December 4, 2024 we can no longer ship to any countries within the EU and Northern Ireland due to the new GPSR guidelines set out by the European Commission.
