If your package has not arrived, it may have been delayed at the pharmacy or held due to incomplete order information. Please contact us via a support request, if you're concerned about a delay affecting your order.
If your order has shipped, you should have received an email from us containing tracking information. You can use this information to track your order within the courier system. Willow mails packages via First Class, for shipments lighter than 15 ounces, and priority, for 16 ounces or heavier, to expedite delivery.
If your package has been marked as delivered, but it's still missing, it may be the case that a courier accidentally marked the package as delivered before it's made its way to you. In this case, packages usually show up in a few days. If the courier tracker displays your package as delivered, but you did not receive it, please follow these instructions:
1. Confirm that the delivery address you entered is correct by messaging the Care Team.
2. Check with your neighbor(s), building manager, or front desk who might have accepted the package on your behalf.
3. Contact your local courier branch to see if the package has actually been delivered. (Be sure to have your courier tracking number available)
4. Wait 3-5 business days for the package to arrive.
If your package is marked as delivered, but it's missing/lost/stolen, please contact us within 48 hours of the marked delivery date. If your package is lost in transit, please contact us within 48 hours of the shipped date.