Package Protection Policy

Willow Lane Shipping Protection Policy

We want every order to arrive safely at your door. That’s why we offer optional Shipping Protection at checkout for added peace of mind. If your package is lost, damaged, or stolen in transit, Shipping Protection makes resolving the issue simple and stress-free.

What’s Covered with Shipping Protection

  • Lost packages that never arrive
  • Packages marked “delivered” that you didn’t receive
  • Items that arrive damaged
  • Shipments that break open in transit and arrive incomplete

If something goes wrong with your protected shipment, just email us at hello@shopwillowlane.net, and we’ll quickly issue a replacement or store credit—no need to wait on the carrier.

When Is a Package Considered Lost?

  • Marked as delivered, but not received: Allow up to 7 business days (no more than 15 days) for the package to turn up. Carriers sometimes scan items early or make delivery errors that are later corrected.
  • No tracking updates for 2+ weeks: If your tracking hasn’t updated and there are no reported carrier delays, we’ll consider it lost and help right away.

What’s Considered Damaged?

  • Packaging or contents arrive broken, bent, or torn
  • Part of your order is missing due to the package being opened in transit

What’s Not Covered

Shipping Protection does not cover:

  • Incorrect or incomplete addresses entered at checkout
  • Transit delays reported by the carrier
  • Orders not yet shipped
  • International orders held in customs or refused at delivery
  • Items returned to us through the standard return process
  • Packages left at alternate delivery locations (e.g. garage, porch, neighbor) at your request that go missing

If You Didn’t Purchase Shipping Protection

If you opted out of Shipping Protection and your package is lost, damaged, or stolen, we’ll follow the carrier’s claims process on your behalf. This may take 4–8 weeks, requires carrier approval, and may involve submitting additional information.

If the carrier provides GPS or photo evidence that the package was delivered to the address provided at checkout, we are not able to offer a refund or replacement.