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willaby's packaging is plastic-free, and 100% recyclable & compostable.

IMPORTANT COVID-19 INFORMATION:


Please note that due to the global pandemic, domestic USPS First Class and Priority Mail may experience slight delays.

USPS First Class International and Priority International packages are experiencing significant delays, with some packages taking 8 weeks or more to reach their destination.

Additionally, USPS has temporarily suspended international mail to certain destinations at this time. If you are an international customer, please be sure that your country is not on this list prior to selecting USPS as your carrier.

International packages sent via UPS and DHL are arriving on time, or with slight delays. Check here for UPS updates on international service, and here for DHL temporary service adjustments. If you are an international customer and do not want to experience a significant delay in receiving your package, we strongly recommend choosing UPS or DHL as your carrier at checkout. (Please inquire with UPS or DHL regarding brokerage fees that may apply.)

willaby does not have control over the shipping timeline of your package once it has left our studio. At that point, the package is under the jurisdiction of the carrier you selected, and speeding it along is out of our hands.

If you are an international customer, tracking shows that your package has departed the U.S., and you want to put out a search for it, you will need to conduct that search within your country's mail system using the USPS tracking number. If it has been 3 weeks and your package still has not departed the U.S., please contact us and we will help with conducting a domestic search.

Please let us know if you have any questions at info@willabyshop.com!



DOMESTIC SHIPPING
carriers
USPS and UPS are the carriers we use for domestic shipment. We offer services as slow as UPS Ground (up to 5 business days if you're in the furthest zone from us), and as fast as UPS Next Day Air.

We use carrier calculated rates. This means that shipment options and rates are determined at checkout by size and weight + the destination zone. Configured into this rate is the labor we pay to an employee to package your item/s and the wholesale cost of the packaging materials. You are charged only the real cost of shipping your package, and nothing more. To learn more about our shipping philosophies, scroll down to read "The Cost of Shipping."

Please note that with carrier calculated rates, not all shipping methods will be available at all times depending on the time, origin, and shipping destination of the order. The carriers set the rates and the shipping methods depending on their infrastructure, and this determines the available options.

fulfillment time
It takes a moment for us to carefully inspect and package your order. Please allow 1-3 business days following order placement for your package to ship, depending on the method you've chosen. Priority and UPS Ground orders ship out no later than 3 business days after order placement. Priority Express and UPS options other than UPS Ground ship within 1 day of order placement (excluding Sundays). Any item/s in the same order as a pre-order or back-order item will be shipped with the pre-order/back-order item, unless you contact us to make other arrangements.

Order fulfillment time + transit time once package is shipped = total length of time it will take for your package to reach you.

Please allow up to 24 hours for tracking to begin to show on your package.

inquiring about your package
-- If you've chosen to ship via USPS and need to inquire about the status of your package, please call their customer service number at 1 (800) 275-8777. Lengthy hold times are typical, so if you need to receive a more immediate answer, we recommend visiting your local post office for the quickest service. We do not have a direct number to USPS, and when we call, we reach the same customer service line as any other person. Due to the volume of customers who chose USPS as a shipping option, and the absence of a direct line for shippers, we apologize that we are not able to make calls to USPS for customers.

-- If you've chosen to ship via UPS, you will get the fastest and most detailed answers by contacting their customer service at 1 (800) 742-5877.

Once a shipment is marked as delivered, willaby cannot be held responsible for replacing the package if it is missing. Please contact your carrier if the package is marked delivered on the tracking information, but seems to be missing.

If you have received your package and it appears to have been tampered with or there is an issue with your order, please contact us within 24 hours at info@willabyshop.com.
If you live in the Athens, GA area and desire local pick-up, contact us prior to placing your order. We're happy to arrange for this, and will not charge shipping on your package.


INTERNATIONAL SHIPPING
carriers
USPS and DHL are the carriers we use for international shipment. We offer services as slow as First Class Mail International (typically 1-4 weeks), and as fast as DHL Worldwide Express (1-3 business days).

We use carrier calculated rates. This means that shipment options and rates are determined at checkout by size and weight + destination. Configured into this rate is the labor we pay to an employee to package your item/s and the wholesale cost of the packaging materials. You are charged only the real cost of shipping your package, and nothing more. To learn more about our shipping philosophies, scroll down to read "The Cost of Shipping."

Please note that with carrier calculated rates, not all shipping methods will be available at all times depending on the time, origin, and shipping destination of the order. The carriers set the rates and the shipping methods depending on their infrastructure, and this determines the available options.

Typical options at checkout include USPS First Class Mail International (1-4 weeks),* USPS Priority Mail International (6-10 business days), USPS Priority Mail Express International (3-5 business days), and DHL Worldwide Express (1-3 business days). Our DHL rates are quite good, often lower than USPS Priority Mail International and Priority Mail Express International. *You will not be presented with the option to ship USPS First Class Mail International on orders exceeding 4lbs. and/or $400 retail value, via USPS regulations. Orders falling within this category must be shipped via Priority Mail International, Priority Mail Express International, or DHL Worldwide Express.

fulfillment time
It takes a moment for us to carefully inspect and package your order. Therefore, please allow 1-3 business days following order placement for your package to ship, depending on the method you've chosen. First Class Mail International and Priority Mail International ship out no later than 3 business days after order placement. Priority Express Mail International and DHL Worldwide Express packages ship within 1 day of order placement (excluding Sundays). Any item/s in the same order as a pre-order or back-order item will be shipped with the pre-order/back-order item, unless you contact us to make other arrangements.

Order fulfillment time + transit time once package is shipped = total length of time it will take for your package to reach you.

Please allow up to 24 hours for tracking to begin to show on your package.

inquiring about your package
-- If you've chosen to ship via USPS and need to inquire about the status of your package, please first check your tracking to find out if the package has left the U.S. If your package is still in the U.S., or has just left the U.S. but has not landed in your country, we will be able to inquire with USPS regarding its progression. Once the package lands in your country, it is within the control of your postal system, and USPS is not able to provide any information beyond the tracking information you can find using your tracking number on the USPS website. In many instances, you can use the USPS tracking number on your country's postal website to track its progress within your country. For more detailed information on the status of your package after it has left the U.S., questions must be directed to your postal system. In some instances, you may be able to use the customs number for your package to locate it within your country's mail system. If your package has not arrived within 4 weeks, and your country's postal system cannot locate it, please email us to receive your customs number. -

-- If you've chosen to ship via DHL, you will get the fastest and most detailed answers by contacting their customer service department. To find the contact number for your country, visit their website, and set the home page to your country. From there you will be able to get customer service phone numbers and email addresses specific to your location and the nature of your inquiry.

willaby is not responsible for lost or missing international packages.

If you have received your package and it appears to have been tampered with or there is an issue with your order, please contact us within 24 hours at info@willabyshop.com.

customs declaration
willaby takes seriously our role as a business that acts with honesty and integrity. We accurately report the value of items contained in your international package on its accompanying customs form. We do not mark purchased merchandise as a gift. We do not respond to emails asking us to mark packages as a gifts. The customs department in your country sets the customs and duties fees on your package that you will be responsible for once it reaches your country.


THE COST OF SHIPPING
In the age of free shipping, it’s easy to question why every company isn’t offering it. If so many offer this service for free, why can’t they all?

The word "free" can be confusing, as the cost of shipping is often included in the price you pay for your goods, and you do end up paying for shipping one way or another. This means that if your shipping is free or super cheap, the company you’re purchasing from is very likely covering the cost of shipping in their product mark-up (ie. the price you pay for the product itself). And if they are a larger company with high volumes, they are getting much cheaper rates from their carriers than a small company like ours. The ubiquity of free and cheap shipping puts pressure on a small companies to stay competitive. If a small company isn't able to include the cost of shipping in the price of the product because it would make that product appear too expensive, they either 1) offer free shipping and allow that to lower profit margin 2) undercharge on shipping and allow that to lower profit margin 3) charge the actual cost of shipping so as not to cut into profitability. We choose option 3 in order to maintain healthy profit margins.

willaby could choose to include the cost of shipping in our product mark-up. However, because we didn't start out with the cost of shipping included in our mark-up, this would mean having to raise the current price of our goods. We could offer free shipping while eating the relatively high cost of shipping that we incur. That wouldn't be sustainable for us because it would eat into our budget and we'd lose money used to run our company. We could offer everyone the same rate no matter what shipping zone they’re in. Once again, we’d lose too much money comping the higher rates for the zones are furthest from us. This is because we ship from one location in Georgia, not from warehouses around the country, the latter of which helps to make your shipping cost the same no matter where you live.

Additionally, we ship blankets and bedding, most of which are too heavy and bulky to qualify for a USPS First Class Package (read: low-cost) rate. Whereas it might be easier for a company to offer free shipping for small accessories or pieces of clothing that qualify for a First Class rate, it is more challenging to comp rates for items that must be shipped via Priority or other methods.

Right now we are choosing to charge separately and precisely for shipping.

What goes into the cost of shipping a package? You might be surprised. It’s much more than just postage. Here’s a run-down of what's included in our company's shipping costs:
  1. Postage (We pass our discounted rate on to you.)
  2. Box or mailing envelope
  3. Packaging - tissue paper - kraft paper - krinkle paper - string - packaging tape - custom-designed inserts - custom-designed hang tags - invoice - shipping label
  4. Hourly wage paid to employees who pull from stock, quality check, fold, and package products
  5. Credit card and PayPal processing fees charged to us as a percentage on every customer’s shipping rate
  6. The monthly fee for our website and shipping app
And if you want to get more detailed, there’s more:
  • Rent for a commercial space where we store, pack, and ship our goods
  • Computers & printers
  • Electricity & internet
  • Pull carts & mail carts
  • Shelving & bins
There are three other significant factors that influence your package cost: weight, size, and distance. Carriers determine the rate for your package using these three elements. How much your package weighs (how much work it will be to lift), its size (how much space it will take up in transit), and how far it will have to be driven or flown (wear & tear, gas & labor) determines your rate. Our company and shipping facility is in Georgia. If you live in the state of Washington, for example, you are in the farthest zone from us. Your shipping rate will be calculated accordingly. Whereas if you live in Tennessee, for example, you will experience the lowest rate because you are in the same zone as Georgia.

When you arrive at check-out, our website connects to the carriers we use, who generate your rate down to the last cent. Worked into this rate is a darn near exact cost for packaging and labor. What you are charged for shipping = our total cost to ship to you, and nothing more. We do not profit off of our shipping rates.

We hope that this explanation has helped you to trust in the shipping rates that you pay when you order from our website. Within our small-company context, we do our very best to keep these rates as low as possible.
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