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:
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.
Shab (Founder) & The White Willow Team
Yes, as of right now, we are on schedule to ship the April Boxes on time during the first week of April (between Apr 1 to 7). However, we don't know what will be announced/ordered by the health authorities and government in the days to come and whether we get affected (i.e. Canada Post cutbacks, mandatory suspensions, etc.). 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.
At this time, our shipping timelines have not been affected and April Boxes are planned to be shipped during the first week of April (between Apr 1 to Apr 7). 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 has informed us that they have suspend all their activities as of this week. 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 April 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 April 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 March 24th to March 15th. This means if you cancelled your subscription requesting an immediate cancellation and were on the list to receive an April Box, you will receive a refund only if your request came in before March 15th.
We hope you understand that we had to do this as we had to plan accordingly due to the recent circumstances and order your products earlier.
Please email us at email@example.com if you have any further questions in this regard.
As sad as it makes us we have to let you know we have come to a decision to not release a Limited Edition Mother's Day Box this year. This is strictly due to the recent limitations caused by COVID-19.
Due to the uncertain nature of the COVID-19 situation, it is very difficult to answer this question at this time.
It’s likely that this situation will continue to evolve in the coming weeks. We will continue to closely monitor updates from World Health Organization and the Public Health Agency of Canada. 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.
Please stay tuned for June updates.