Shipping Policy
Willow® offers free ground shipping on orders $69 and above within the contiguous United States. Orders are shipped Monday through Friday from our distribution centers.
Where We Ship
Willow products can only be shipped within the United States, including US Territories and APO/FPO addresses. We cannot ship to PO Boxes.
Shipping Times
Standard shipping for Willow branded items typically takes 6-8 business days. Business days include Monday through Friday only. These times are calculated from when the shipment leaves our distribution center and should only be used as a guide.
Shipping Rates
In addition to free ground shipping on orders over $69, Willow offers expedited shipping (2-Day and Overnight) at an additional cost.
* Shipments to US Territories and APO/FPO addresses do not qualify for free ground shipping, but shipping is available for a surcharge. To determine the charge for a specific region, add the products to your cart, and available shipping options will be shown at checkout.
Undelivered Packages
We are unable to reship packages that are returned to us by the carrier. Please consider this when choosing your shipping address.
Other Terms
Shipments are not insured, and no signature is required, so please track your shipment with the tracking number emailed to you.
The risk of loss and title for items purchased at onewillow.com pass to you upon our delivery of the goods to the common carrier at our distribution center.
Where We Ship
Willow products can only be shipped within the United States, including US Territories and APO/FPO addresses. We cannot ship to PO Boxes.
Shipping Times
Standard shipping for Willow branded items typically takes 6-8 business days. Business days include Monday through Friday only. These times are calculated from when the shipment leaves our distribution center and should only be used as a guide.
Shipping Rates
In addition to free ground shipping on orders over $69, Willow offers expedited shipping (2-Day and Overnight) at an additional cost.
* Shipments to US Territories and APO/FPO addresses do not qualify for free ground shipping, but shipping is available for a surcharge. To determine the charge for a specific region, add the products to your cart, and available shipping options will be shown at checkout.
Undelivered Packages
We are unable to reship packages that are returned to us by the carrier. Please consider this when choosing your shipping address.
Other Terms
Shipments are not insured, and no signature is required, so please track your shipment with the tracking number emailed to you.
The risk of loss and title for items purchased at onewillow.com pass to you upon our delivery of the goods to the common carrier at our distribution center.
Return Policy
Willow Return Policy
Only products purchased from onewillow.com may be returned directly to us. Items must be returned in their original packaging, unused, and in original condition. Wearable items must be unworn and have tags attached. The Willow Perfect Fit Bundle is non-refundable. Willow will only refund the purchase price of the product and any sales tax paid, and the refund will be made to the original form of payment. You are responsible for all shipping charges.
Your return request for pumps and pump accessories must be submitted within 60 days of the purchase date. For other items, your return request must be submitted within 30 days of the purchase date. To submit a request, click here to speak to a Customer Care agent to start the process.
If you need to exchange your product for a different size, items must be returned in their original packaging, unused and in its original condition. Wearable items must be unworn and have tags attached.
We do not accept returns from partner brands. For product support, please contact the manufacturer directly:
- CoBoo: please email [email protected]
- Comotomo: please email [email protected]
- Dapple Baby: please email [email protected]
- La Vie: submit request here.
- Oat Mama: please email [email protected]
- Stasher: please email [email protected]
Please see our Terms of Sale for further information.
How to Return a Product
- Contact us to start the return process and obtain an RMA number. No returns will be accepted without an RMA number.
- Please provide your order number, order date, and a brief note on why you are requesting a refund.
- Willow will respond via email to let you know if your refund request has been approved.
- Once your refund request is approved, please ship the product in protective packaging (we recommend the original packaging) to the address provided to you by Customer Care. You are responsible for all shipping charges, and we recommend you insure the shipment to cover the risk of loss or damage while in transit.
- Write the RMA number that you receive from Customer Care on the outside of the box.
Processing
We will process your return and a refund will be made once we receive your returned product in its original unopened packaging. Please allow 2-3 weeks after our receipt of the unopened product to process your refund.
Willow Return Policy
Only products purchased from onewillow.com may be returned directly to us. Items must be returned in their original packaging, unused, and in original condition. Wearable items must be unworn and have tags attached. The Willow Perfect Fit Bundle is non-refundable. Willow will only refund the purchase price of the product and any sales tax paid, and the refund will be made to the original form of payment. You are responsible for all shipping charges.
Your return request for pumps and pump accessories must be submitted within 60 days of the purchase date. For other items, your return request must be submitted within 30 days of the purchase date. To submit a request, click here to speak to a Customer Care agent to start the process.
If you need to exchange your product for a different size, items must be returned in their original packaging, unused and in its original condition. Wearable items must be unworn and have tags attached.
We do not accept returns from partner brands. For product support, please contact the manufacturer directly:
- CoBoo: please email [email protected]
- Comotomo: please email [email protected]
- Dapple Baby: please email [email protected]
- La Vie: submit request here.
- Oat Mama: please email [email protected]
- Stasher: please email [email protected]
Please see our Terms of Sale for further information.
How to Return a Product
- Contact us to start the return process and obtain an RMA number. No returns will be accepted without an RMA number.
- Please provide your order number, order date, and a brief note on why you are requesting a refund.
- Willow will respond via email to let you know if your refund request has been approved.
- Once your refund request is approved, please ship the product in protective packaging (we recommend the original packaging) to the address provided to you by Customer Care. You are responsible for all shipping charges, and we recommend you insure the shipment to cover the risk of loss or damage while in transit.
- Write the RMA number that you receive from Customer Care on the outside of the box.
Processing
We will process your return and a refund will be made once we receive your returned product in its original unopened packaging. Please allow 2-3 weeks after our receipt of the unopened product to process your refund.
Warranty
The Limited Warranty covers any of the following items that are reflected in a confirmation that is sent to your for the purchase:
i. Willow pump devices (“Pumps”);
ii. All replaceable pump parts including but not limited to flanges, FlexTubes™, containers, milk bags, diaphragms, duckbills, chargers and sizing inserts (“Pump Accessories”)
iii. and all other physical products including but not limited to bras (“Accessories”) and together with the Pumps, the ("Warranted Products").
Who The Limited Warranty Covers. The Limited Warranty covers the original purchaser of Warranted Products. The Limited Warranty is non-transferable, so it does not cover any subsequent or other owner, transferee or beneficiary.
Limited Warranty Coverage. Willow warrants that the Warranted Products will be free from defects in material and workmanship for the following periods:
i. Twelve (12) months from the date the Confirmation is sent to you for the purchase, for each Pump;
ii. Ninety (90) days from the date the Confirmation is sent to you for the purchase, for the Pump Accessories;
iii. Sixty (60) days from the date of the Confirmation is sent to you for the purchase of the Accessories.
Limitations. THE LIMITED WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS AND YOU MAY ALSO HAVE OTHER RIGHTS, WHICH VARY FROM STATE TO STATE. WE LIMIT THE DURATION AND REMEDIES OF ALL IMPLIED WARRANTIES, INCLUDING, WITHOUT LIMITATION, THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, TO THE DURATION OF THE LIMITED WARRANTY. SOME STATES DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, SO THE ABOVE LIMITATIONS MAY NOT APPLY TO YOU.
Your Remedies. If, during the Warranty Period, the Warranted Products do not conform to the Limited Warranty as determined by Willow in its reasonable discretion ("Nonconforming Products"), then, Willow will, at its sole option and expense, and subject to the exclusions set forth in Section 3(g), within sixty (60) calendar days from the date it receives your Warranty Notice (defined in Section 3(f)): (i) repair the Nonconforming Products; or (ii) replace the Nonconforming Products with new or refurbished products (clauses (i) and (ii) are the "Warranty Remedy"). THE REMEDIES DESCRIBED IN THIS SECTION 3(e) ARE YOUR SOLE AND EXCLUSIVE REMEDIES AND OUR ENTIRE OBLIGATION AND LIABILITY FOR ANY BREACH OF THE LIMITED WARRANTY. NEITHER ANY PERFORMANCE NOR ANY ORAL OR WRITTEN INFORMATION, STATEMENT OR ADVICE PROVIDED BY US OR ANY OF OUR SUPPLIERS, AGENTS OR EMPLOYEES, WILL CREATE ANY OTHER WARRANTY OR IN ANY WAY INCREASE THE SCOPE OR DURATION OF THE LIMITED WARRANTY.
Seeking Remedies. If you believe that you are entitled to the Warranty Remedy, then you must contact Willow here ("Warranty Notice"). This Warranty Notice must include, at a minimum: (i) your first and last name; (ii) proof of the original date the Confirmation was sent to you for the purchase; and (iii) a reasonably detailed explanation of the basis on which you are claiming the Warranty Remedy. Willow will review the Warranty Notice and notify you if additional information is needed. Warranty Notices must be received within thirty (30) days after the end of the Warranty Period. You are responsible for the shipping and handling charges in sending the Warranted Products back to us. When returning the Warranted Product, you must include the RMA number, which can be obtained by contacting Willow in accordance with this Section 3(f).
Exclusions. Willow’s Limited Warranty does not apply to: (i) Warranted Products in other than original condition; (ii) any defect or nonconformance caused by modifications or alterations made to the Warranted Products by you or any third party or combination with any unauthorized product or component; (iii) any Warranted Products that have been subjected to operating or environmental conditions in excess of limits established in the applicable specifications, or otherwise has been subjected to accident, mishandling, damage, misuse, neglect or alteration, unusual physical or electrical stress, normal wear and tear, or improper or unauthorized testing or repair; (iv) with respect to the Pump, submersion in water, washing or sanitizing, placement in the refrigerator or freezer, use during takeoff or landing when traveling on an airplane, or use with any charger that is not provided with the pump; or (v) with respect to the flange in the Other Warranted Products, placement in the microwave or microwave sterilizer bags.