Covid-19

Date: June 5, 2020

* IMPORTANT NOTICE *

Dear White Willow Family,

In times like these our commitment has been to continue to bring you the benefits of your membership in the safest way possible. As of right now, we are on schedule to ship June Boxes. 

It is with a heavy heart to announce that we need to put a temporary pause on our services. We did not come to this decision lightly and a lot of thought and consideration has gone into it by all our team members. COVID-19 has caused us, just like for so many other businesses globally, challenges which are not easily managed. Our two biggest challenges have been sourcing and staffing. We want to keep the level of our service high, curations interesting and product quality high as well. Unfortunately, meeting our standards moving forward will be difficult, which has brought us to the decision to pause the services until later this year so we can be back in full swing with the highest level of service which you all deserve.

We are hoping to be back towards the end of this year, however, we will keep an open communication with you for the latest updates and more accurate timeline as we cannot commit to an exact date at this time.

What will happen to your membership:

1- If you are on PLAN A: The June box will be your last box for the time being. We will cancel your membership manually from our side which will result in you receiving a cancellation email. Most of you have not been renewed for your August box yet, however, we will check and if any members have been renewed or their payments are ahead will receive immediate refunds. 

2- If you are on PLAN B: The June box will be your last box for the time being. We will cancel your membership manually from our side which will result in you receiving a cancellation email. If you are in the middle of your plan and you have already paid for your August box please note that you will be issued a refund for the August box.

3- If you have a Gift Certificate which you have not yet redeemed please go ahead an redeem in on our website as the Gift Redeem section is open and active for now. You can redeem towards June as we have some boxes still available. If you have a 2-box Gift Certificate please redeem right away. Please note that we will ONLY make a very limited number of August boxes for the sole intention of any Gift Certificate redemptions if needed. 

Please scroll down to view our updated COVID-19 FAQs which will continue to be updated as needed.

Please contact us at info@whitewillowbox.com if you have any further questions and we will be more than happy to assist you with anything.

As always, thank you for being a valuable part of our WW family. We’re in this together.

xx

Shab (Founder) & The White Willow Team

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Date: March 2020

Dear White Willow Family,

In times like these, like all of you, we've been monitoring the evolving global impact of COVID-19. At White Willow, our members have always been at the heart of everything we do. We understand the challenges that everyone will face with COVID-19 and we are committed to continuing to bring you the benefits of your membership in the safest way possible. We started WW as a way to deliver happiness and well being to your doorstep and we hope that in this time of social distancing, we continue to do that. 

All of us on the WW team will be taking more actions in accordance with recommended healthcare authorities guidelines:

  1. We’ve increased the number of cleaning and sanitation stations. 
  2. We’re encouraging all our staff to work from home unless it’s essential for them to be in the office.
  3. We have suspended any visits from foreign vendors to our office at this time - this was enforced as of 3 weeks ago.
  4. No WW team member has travelled outside the province of British Columbia in the past 2 months.
  5. We will continue to closely monitor updates from World Health Organization and the Public Health Agency of Canada.
  6. We will maintain an open communication channel with all of you on this page and on our social media accounts in order to make sure the latest updates get distributed quickly.

As of right now, we are on schedule to ship April Boxes. However, we don't know what will be announced/ordered by the health authorities or the government in the days to come and whether we'll be affected (i.e. Canada Post cutbacks, mandatory suspensions, etc.).

Please scroll down to view our COVID-19 FAQs which will be updated as needed.

It’s likely that this situation will continue to evolve in the coming weeks, but we take great comfort in knowing that in the midst of difficult times, we have the best opportunities to show up for each other in ways we never have before. 

As always, thank you for being a valuable part of our WW family. We’re in this together.

xx

Shab (Founder) & The White Willow Team

FAQ

Yes, we are on schedule to ship the June Boxes on time. They will be shipped on June 5th, 2020. You will receive an email confirmation with your tracking number once your box is on its way to you.

At this time, our shipping timelines have not been affected and June Boxes are planned to be shipped on time. We will make sure to keep you informed should anything change. You will receive an email confirmation with your tracking number once your box is on its way to you.

Please update your address on your account as soon as possible and also email us. The deadline to submit any address changes is March 29th

If your box is already shipped and you realize it's going to an address you don't have access to, follow the tracking number and contact Canada Post or your local post office who should be able to hold the package for pick up. 

If your package gets sent back to us, we always get charged a return fee by Canada Post. Unfortunately, we will have no option but to charge you this return fee as well as additional re-shipment fee to the new address you provide us with. Please note that for re-shipments the flat fee of $8.50 (Canada) or $19.50 (USA) does not apply and we will have to charge you the exact amount that Canada Post charges us. We hope you all understand.

The printing company which we use informed us back in March that they have suspend all their activities due to COVID-19. Our April boxes did not include information cards either as a result. Since no other company is reliable at this time we have decided to email everyone a digital version of the information card. This email will be sent to you on the day your boxes are shipped and the subject will say: "WW June Box - Information Card". Please keep an eye on your spam/junk folder.

We apologize if this spoils the surprise for you and makes you see the content before you receive your box. However, keep in mind that you always have the option to not open the email until your box arrives!

Under these circumstances, we believe this is the best option available at this time. 

Please note that we placed our product orders earlier this time. This was strictly to give our suppliers ample time to fulfill and ship our orders considering every business is short staffed these days. In addition we need more time than usual to package the June boxes as we are also short staffed with many of our team members working from home. As a result the cancellation deadline was moved from the usual May 24th to May 15th. This means if you cancelled your subscription requesting an immediate cancellation and were on the list to receive a June Box, you will receive a refund only if your request came in before May 15th. 

We hope you understand that we had to do this as we had to plan accordingly due to the recent circumstances and order products earlier.

Please email us at info@whitewillowbox.com if you have any further questions in this regard.

There will be no August Box or on other words there will be no boxes for the time being as we are putting a temporary pause on our services.

COVID-19 has brought new challenges and much limitations for us in terms of staff and product sourcing. We tried our best to overcome these challenes for the months of April and June so all our members continue to receive their boxes for these months. 

We will maintain an open communication channel with all of you on this page and on our social media accounts and via direct email in order to make sure the latest updates get distributed quickly.

We have to announce that we need to put a temporary pause on our services at this time. We did not come to this decision lightly and a lot of thought and consideration has gone into it by all our team members. COVID-19 has caused us, just like for so many other businesses globally, challenges which are not easily managed. Our two biggest challenges have been sourcing and staffing. We want to keep the level of our service high, curations interesting and product quality high as well. Unfortunately meeting our standards has been difficult, which has brought us to the decision to pause the services until later this year so we can be back in full swing with the highest level of service which you all deserve.

We are hoping to be back towards the end of this year, however, we will keep an open communication with you for the latest updates and more accurate timeline. 

As a result of putting a temporary pause on our services for the next few months, we had no option but to cancell all existing memberships so no one gets automatically renewed for a box they are not going to receive.

You will be informed when we are coming back in order to be able to re-subscribe to WW and start receiving your boxes again.

Please note that you will receive a refund for any boxes you will not be receiving. This applies only to members that are in the middle of their Plan B or are ahead in their payment schedules.

Yes, absolutely. We are checking each and everyone's accounts and making sure all necessary refunds are issued. We take this very seriously and will issue the refunds very soon.

We can't commit to an exact date at this time. However, we are hoping for end of this year and would love to be back for the Holidays. However, we will keep you all informed and keep an open communication with you all via email and social media with any updates. Please continue to follow us on our social media channels, Instagram, Facebook, and Twitter for the latest updates.

Yes, absolutely. We will inform each and everyone of you when we are coming back so you have a chance to re-subscribe. We can't wait for that day when we announce our return!

Yes, please continue to follow us on all channels, Instagram, Facebook, and Twitter as we will remain active on them.