Shipping Policy

Shipping Policy

Shipping Policy

Willow Pet Palace is committed to excellence and the full satisfaction of our customers.

Willow Pet Palace proudly offers international shipping services to over 200 countries and regions. Be assured we are doing everything in our power to get your order to you as soon as possible. Please consider any holidays that might

impact delivery times. Willow Pet Palace does not offer same-day dispatch.

The following table provides a rough estimate of delivery time based on your location.


Location Estimated Shipping Time
The United States3-10 days
Canada, Europe, Middle East10-30 days
Australia, New Zealand10-20 days
Mexico, Central America, South America20-40 days


All orders are processed within 72 hours of payment. If you live in the U.S, you can expect to have your items shipped within 10 business days. If you are ordering from outside the U.S, kindly refer to the table above for estimated delivery time. Orders are not shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in the shipment of your order, we will contact you via email.

We are now offering FREE shipping to locations in the United States on orders over $75 (limited time promotion). 

Orders that are returned to us as undeliverable because of incorrect shipping information are subject to a restocking fee to be determined by us.

Willow Pet Palace is not responsible for lost or stolen packages. If your tracking information states that your package was delivered to your address and you have not received it, please report to the local authorities.


We strive to only deliver the best quality products, however, Willow Pet Palace allows you to return damaged or defective item(s) within a period of 30 days. Kindly be advised that the item(s) should be returned unused and properly packed. We do not offer replacements for items that are not in the same condition as when received by the customer. Kindly note that change of mind is not considered a valid concern for returns/refunds.


Willow Pet palace has the following options in the event there are items which are out of stock: Cancel and refund out-of-stock items and ship the remaining items in the order.

When dealing with Willow Pet Palace, you have the following options when it comes to taxes and import duties: You will be required to settle the requisite fees when the items are arriving in the destination country.

However, we typically ship with UPS for international orders, which pre-charges any import duties associated with your country’s import policies.

By accessing our site and placing an order you have willingly accepted the terms of this Shipping Policy.