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shipping

willaby's inner packaging is made from 100% recycled materials and is 100% recyclable. Our outer packaging is 100% recyclable & compostable.

IMPORTANT INFORMATION:


willaby does not have control over the speed with which your package moves once it has received the appropriate label and exited our fulfillment warehouse.

willaby does not have control over unforeseen events like loss, damage, and theft. For domestic and international customers, we strongly recommend purchasing Route shipping insurance at checkout. For a small fee, Route provides package protection against loss, damage, and theft. In the event of the aforementioned, Route has a short claims process for receiving replacement goods.

willaby cannot be held responsible for packages "returned to sender" due to errors made by the purchaser when entering the shipping name and/or address. In these instances, the buyer is responsible for the cost of reshipment.

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 spanning from UPS Ground (up to 5 business days if you're in the furthest zone from us), to 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. 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 immediately contact your carrier if the package is marked delivered on the tracking information, but seems to be missing.

willaby does not have control over unforeseen events like loss, damage, and theft. We recommend that all customers purchase Route shipping insurance at checkout. For a small fee, Route provides package protection against loss, damage, and theft. In the event of the aforementioned, Route has a short claims process for receiving replacement goods.

If you have received your package and there is an issue with the goods contained in it, 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
APC and UPS are the carriers we use for international shipment. APC is a leading, highly reliable consolidator and distributor of international parcels. We offer services spanning from APC Priority (typically 5-10 business days), to APC Expedited (3-5 business days) and UPS Express (1-3 business days).

Along with carrier fees, duties and taxes on your international purchase are calculated and paid upon checkout. With duties and taxes prepaid, your package is sent via DDP (delivery duty paid). A delivery duty paid package processes through customs and is delivered directly to recipient with no other duties and taxes due upon delivery.

We use carrier calculated shipping 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."

APC will appear as the available carrier at checkout for all international orders except those containing rugs. For international orders containing rugs, UPS will appear as the available carrier. In regard to UPS carrier calculated rates, not all shipping methods will be available at all times depending on the time, origin, and shipping destination of the order. UPS sets rates and 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. Therefore, please allow 1-3 business days following order placement for your package to ship. 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 APC, you will get the fastest and more detailed answers by contacting their customer service at 1 (888) 413-7300.

-- 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.

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

willaby does not have control over unforeseen events like loss, damage, and theft. We recommend that all international customers purchase Route shipping insurance at checkout. For a small fee, Route provides package protection against loss, damage, and theft. In the event of the aforementioned, Route has a short claims process for receiving replacement goods.

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
All duties and taxes on your international purchase are calculated and paid upon checkout. With duties and taxes prepaid, your package is sent via DDP (delivery duty paid). A delivery duty paid package processes through customs and is delivered directly to recipient with no duties and taxes due upon delivery.


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 significantly cut into our budget and we'd lose financial resources needed 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 that are furthest from us. (Our rates are higher on zones furthest from us because we ship from one location in Georgia, not from warehouses around the country.)

Additionally, we ship blankets and bedding, most of which are too heavy and bulky to qualify for a USPS First Class Package (read: lowest-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. Even with labor and packaging factored in, our rates are still considerably lower than what you'd pay as an individual to these carriers for shipping the same packages.

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.