Shipping

Tracking and Delivery Issues

My tracking says my order was delivered, but I haven’t received it. Where is it?

Sometimes carriers mark a package as delivered before it actually arrives. This can happen up to 5 days before delivery. If you haven’t received your package after 5 days, check with your neighbors and contact the cCarrierfor more details. If the issue persists, reach out to us, and we’ll do our best to assist you.

I received a shipping notification, but my tracking info hasn’t updated, and I haven’t received my order.

If your tracking status remains at “pre-shipment” or “label created” for more ttan2 weeks, please contact us so we can investigate. You have up to 30 days from the shipment date to report a lost package and request a reshipment (if stock permits) or a refund.

Note: We are not responsible for packages lost due to an incorrect shipping address provided at checkout. Shipping delays will occur if the address is incorrect.

Customs and International Shipping

What do I need to know about customs fees?

For international orders, customs/import fees may apply depending on your country. These fees are the responsibility of the purchaser. If customs fees are refused at delivery, your order wilWill returned to us, and we can issue a refund once we receive the package. For more information on customs fees, contact your local postal or customs office.

My order is shipping outside the U.S. Will I have to pay customs fees?

Yes, depending on your country, you may be charged customs/import fees. These fees are your responsibility. If fees are refused, the package wilWill returned to us, and we can refund your purchase upon receipt.

Shipping to Mexico

For orders shipping to Mexico, we use 99 Minutos or FedEx as our carriers. These services ensure fast and reliable delivery to your location. Please note that customs fees may apply, and they are the responsibility of the purchaser.

Tracking Information

When Will Willet tracking information?

You’ll receive tracking information via email once your package is processed for shipment. Be sure to check all inboxes, including spam. Note that it can take up to 3 days for the tracking status to update.

My tracking link says “Label Created” but hasn’t updated. What do I do?

This “pre-shipment” status could mean:

1. Your order is packed and ready for shipment but hasn’t been picked up by the carrCarrier.

2. The carrCarrier picked up your package but hasn’t scanned it into their system.

If the status doesn’t update within 7 days, contact the carrCarrier they can’t provide an update, reach out to us for assistance.

Shipping Times

How long will Willake for my order to arrive once it ships?

Shipping times depend on the method chosen at checkout. These times are in addition to pre-order and processing timelines. Options include:

• U.S. Deliveries:

  • UPS Mail Innovations (5-7 business days)

  • USPS Media Mail (2-10 business days)

  • FedEx SmartPost (2-7 business days)

• International Deliveries:

  • APC ParcelConnect Priority DDU (Economy): 11-15 business days

  • APC ParcelConnect Priority DDU (Delivery Confirmation): 11-15 business days

Note: International orders must pass through customs, which may cause additional delays.

Lost Packages

My item was shipped but still hasn’t arrived. Is it lost?

You have up to 30 days from the shipment date to report a lost package. If stock permits, we can reship your order or issue a refund. Contact us for assistance.

Note: We are not responresponsableackages lost due to an incorrect shipping address provided at checkout.

Pre-Orders and Shipping Delays

When Will my Willer ship?

• Most orders ship within 2-3 business days (excluding pre-orders).

• Pre-order shipping timelines are listed in the productproductoption and confirmation email.

• If your order includes a pre-order item, it will noWillip until all items aítemsailable unless you select the option to ship items sítemstely at checkout.

Note: Unanticipated production delays for pre-order and limited-edition items ítemsccur. If your order is affected, we’ll notify you via email.

Returned Packages

What happens if my package is returned to your facility?

If your package is returned due to a shipping or delivery issue, we’ll contact you using the email address provided at checkout. If we don’t receive a response within 5 business days, we reserve the right to cancel and refund your order.