Protect your candle order from Heat: Because we do not use any stabilizers or preservatives in our candles, they do not do well in excess heat. We take as many precautions as possible to ensure your order arrives in tip-top shape in the warmest of weather, and ship with ice packs to areas experiencing hot weather. Please note the ice packs only protect the candles for approximately 24 - 48 hours. If you are experiencing warm weather where you live, please keep an eye on your tracking number. We highly recommend being home for delivery, or taking your package into a climate controlled area as soon as possible after delivery.
If your candle has perspired or even melted during shipping, it will firm up again when exposed to a climate controlled environment.
ORDER PROCESSING TIMES
Most orders ship within 2 business days, but we ask you please allow us up to 3 - 5 business days to ship your order. In our peak holiday season (October through December) orders may have extended processing times of up to 7 business days.
Order processing time is the time between when an order is placed by a customer and when the order is fulfilled by the business. Orders that require shipping are considered fulfilled when the business gives the shipment to a shipping carrier for delivery. These processing times do not include the amount of time your package will be in transit with the shipping carrier.
We may not be able to modify an order once it is placed. Shipping charges and expected delivery dates are displayed in your shopping bag at the time of your order. This information also appears in your order confirmation email. You will receive a tracking number once your order is shipped.
We only ship to the United States and Canada, via Canada Post, UPS or FedEx. Some carriers may require a phone number for select services.
At this time we are not shipping to APO or FPO military addresses.
We understand that no one likes to pay for shipping! This is why we always offer flat rate shipping of $10 for orders in Canada and $15 for orders to the United States. This is basically a sale all the time!
LOST, STOLEN, & DAMAGED ORDERS
Willow and Pip is not responsible for lost or stolen orders.
EXPEDITED SHIPPING OPTIONS
Willow and Pip is not responsible for any delays caused by the shipping carrier and will not issue refunds for shipping charges.
If a package is a high priority and needed in time for a special date, please make us aware we will do our best to accommodate your request.
Packages are occasionally returned as undeliverable due to an incorrect or outdated address. In this event, you will be issued a refund for the item(s) minus any return and/or shipping fees at the time the package is returned to us from the shipping carrier.
If your package was mistakenly designated as undeliverable or “Return to Sender”, please contact us immediately so that we may file a claim with the carrier.
If you place multiple orders within a brief time period, the orders may be merged and shipped in one package to reduce processing times.
SHIPPING TO MORE THAN ONE ADDRESS
If you're shopping for several people at once and want to ship your various items to several addresses, you must place a separate order for each address. A single order cannot be shipped to multiple addresses. Applicable shipping fees apply to each order placed.
We appreciate you supporting our small business, and understanding our policies!