FAQs

Shipping

  • All orders are shipped within 24-48 hours of being placed.

  • Standard delivery 2-7days / Internationally 5-15days

  • Delivery time does not include Weekends, Holidays or Customs Stoppage.

  • Currently Willow Range uses Australia post for all Domestic and International shipments, tracking number is automatically e-mailed to customer upon fulfillment of order.

  • Customs/Tariff fees are NOT included in the shipping price. These fees are your responsibility. The shipping carrier will request collection once the package enters your country. Please contact your local customs office for more information regarding custom, tariff, and duty fees.

  • Please contact your customs ASAP if you have not received your package within the specified transit time. Customs may hold packages and will only release them when they are contacted by the person the package is addressed to. When you contact your customs please make sure to have your tracking number available to give to them (your tracking info is emailed to you when your package ships).

For any questions regarding shipping, please email willowrange@hotmail.com

     Returns/ Refunds Policy and Requirements

    • We will no longer be replacing harnesses/items that are damaged due to dogs chewing on buckles and/or other parts of the item. In addition, we will no longer be accepting nor giving any type of refund or credit for used products that do not abide by our return/refund policy. We are not responsible for returning items that do not meet our return/refund standards. Do not send back items that have been worn, as they will not be refunded/credited nor will they be sent back to purchaser. 

    • To be eligible for a return the items need to be in BRAND NEW, HAIR-FREE, unaltered, and unwashed. Items need to be returned within 30 days of the purchase date for a credit refund. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund. 

     

    How to return your items:

    • Package your unworn item(s) and include the packaging slip. If packaging slip is unavailable please go to your email and print off your original order receipt that includes your order number.

    • Send the item(s) back to:

     

    Willow Range 

    19 Brookland st 

    Beckenham 

    6107 WA 

    Australia

     

    • You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

    •  If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

    • Non-returnable items: Final Sale Items, Gift Cards, and Downloadable Software Products may not be returned.

    • Email willowrange@hotmail.com if you have any questions about your return. Please include your order number in the subject line of the email. 

       

      Refunds (if applicable)

      Once your return is received, inspected, and approved (the item must meet our return requirements), then your refund will be processed, and a credit will automatically be applied to your original method of payment. It may take 5-7 business days for your bank to process the refund to your account. 

      Late or missing refunds (if applicable)

      If you haven’t received a refund after 7 business days, contact your bank/credit card company.

      If you’ve done this and you still have not received your refund yet, please contact us at willowrange@hotmail.com

       

      Exchanges 

      We do not accept exchanges at this time.

      Due to high sell-out risk, the only way to guarantee that you will receive your desired item/size/color is to place a NEW order for the item in your desired size/color and send back the unused HAIR-FREE item that you would like to return.  

      Gifts

      If you received your item as a gift, and need a return/exchange please email willowrange@hotmail.com

       

      Discounts

      Only one discount per order will be honored.

       

      Online Store Terms

      By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
      You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).
      You must not transmit any worms or viruses or any code of a destructive nature.
      A breach or violation of any of the Terms will result in an immediate termination of your Services.

      General Conditions

      We reserve the right to refuse service to anyone for any reason at any time.


      You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.


      You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us.


      The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

      Personal Information

      Your submission of personal information through the store is governed by our Privacy Policy.

      Willow Range  is committed to respecting the privacy of your personal information and data. This Privacy Policy describes how your personal information and data is collected, used, and shared when you visit or make a purchase from willowrange.com  (the “Site”)