ABOUT OUR PRODUCTS
Willow & Maple's is an artisanal doggie shop that sells handmade goods. Each item that you purchase has been crafted by one of our artisans and then packaged with the utmost care and love. Because of the handmade nature of our products, each item is a tiny bit different. Patterns may fall in different places, sizing of products may vary ever so slightly, and small imperfections may exist in our goods which makes it authentically hand crafted. Additionally, our products are photographed using a variety of lighting types. Color will vary between the different electronics they are viewed on. There may be differences between real and perceived colors of an item due to this.
All of our spa products are made in small batches to ensure freshness and our fabric and art products are made in very limited quantity so if you see something you like, better to not wait because it might sell out quick. These small batches ensure that what you are getting is one of a kind and extremely limited. Once a specific design sells out, we move on to creating the next design to keep things fresh. Our customers can look forward to seasonal releases of bandana and leash designs as well as new seasonal SPAw product releases.
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One of the goals we had when creating our products was to give your pup something that was high quality, stylish, and safe enough for you too. After all, that's your fur baby! All of our products have been methodically and precisely crafted to be safe for both dogs and humans.
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FAQs
SHIPPING INFORMATION
All packages are shipped via USPS or can be picked up at our location in Hebron, Connecticut. Each item is custom made to order so please allow 10-15 days of processing time. Once processed, you will receive tracking information via the email you provided. If you have opted to pick up your order, please wait for the email letting you know that your order is ready. If you have a unique situation that requires a rush process, please be sure to contact us via EMAIL and we will try to accommodate your need. During high volume times (holiday seasons), please be sure to place your order 3-4 weeks in advance.
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All shipped packages will be shipped to the address provided by you at checkout so please make sure you have entered it correctly to avoid delays or even non-receipt of your package. We are not responsible for delayed or missing orders as a result of any errors in the address you provided to us.
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In the event that you do not receive your order, please contact USPS directly referencing the tracking number we have provided to you. Click this LINK for missing packages. Click this LINK for damaged packages.
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Willow & Maple's is located in the USA and currently, we do not ship internationally.
RETURN POLICY
Willow & Maple's accepts returns and provides refunds for all non-customized items given that it is returned in the same condition it was received (new, with original packaging, undamaged, unused, unwashed). If you are not completely satisfied with any of our products, please contact us within 30 days. All returned items must be shipped back to us at the buyer's expense unless the reason for return is a product defect or incorrect order received. Refunds will be processed within 7 days of us receiving the returned item.
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We do not offer returns, refunds, nor exchanges on customized items unless it was received with a product defect or the order you received was not the order that you placed. If this happens, please contact us immediately so that we can fix our error.
For spa products, we recommend that you purchase a mini size if you aren't sure if you or your dog will like the product. If for any reason you or your dog are not satisfied, please contact us within 30 days for a refund. Please ship back any unused portion and refunds will be processed within 7 days of receiving the returned item.
We are so confident that you will love our products that we offer a 30 day money back guarantee. If you are not completely satisfied with your purchase, please CONTACT US directly within 30 days of receiving your order so that we can make it right.
CARING FOR YOUR ITEMS
Properly caring for your Willow & Maple's products will ensure you and your pup can enjoy them for a long time. Each product comes with a care card that explains how best to care for your items.
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Bandanas & Bows: Gently hand wash with gentle soap and cool water. Light spot cleaning using a damp cloth over dirty areas is best. Lay flat to dry. Do not iron directly over any vinyl customization or embellishments as it may damage your piece.
Leashes & Hemp Toys: Gently hand wash with gentle soap and cool water. Hang or lay flat to dry. Please keep your hemp toy indoors and dry when not in use to sustain its durability.
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Human Apparel: Gentle cycle wash in cold water. Low heat dryer setting or lay flat to air dry. Do not iron over any vinyl graphic areas.
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Spa Items: For the longest and freshest shelf life, store in a cool area away from light and moisture. Balms are made from oils and may melt if exposed to heat or warm temperatures. This is normal for oil-based products. If this happens, simply put the container of balm in a cool place or in the refrigerator and it will come back to a hardened state. Our all natural products such as shampoos and sprays may separate as they settle over time. If this happens, just shake them up before you use them.
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Soap Pouches: After use, hang in a place where it can dry completely. Do not put in the dryer.
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Tumblers & Dishes: Hand wash gently with warm soapy water. Air dry. Do not microwave and do not put in the dishwasher.
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SUBSCRIPTIONS
Willow & Maple's subscription boxes are available as an automatic monthly recurrence. There are no term requirements and you can cancel or restart your subscription at any time. Subscription boxes will arrive 10-15 days after your first order and then will reoccur each month around that same day of the month. For example, if you placed a subscription order on the first of the month, you can expect to receive your package by the 15th of that month and again around the 15th for each month after that you keep your subscription active.
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If you aren't happy with your subscription box, please contact us and we will work with you to make sure you are happy whether that be a return and refund or an exchange of an item. If you'd like to change any settings or preferences on your subscription box order, simply email us the change and we will make the switch. Please give us a 2 week lead time so that we can make the proper items that reflect your desired change.
WHOLESALE
Willow & Maple's has several of our products available for wholesale purchase. Please contact us for an information and price sheet. We would love to work with you!
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