Gifts & Goods

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Find answers to our most frequently asked questions.

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Orders + Support

When can I expect my order?

Orders are typically fulfilled within 24 hours of placing your order and shipped out within three business days.

How do I contact customer service?

Send us an email to or fill out our contact form

We typically respond Monday-Friday between 9am-5pm MT

Shipping + Returns

Read our full Shipping + Return Policy HERE

Where do you ship?

We ship throughout Canada and the USA.

Do you offer free shipping?

We offer FREE SHIPPING on all orders over $99 before taxes and after discounts. $15 flat rate shipping to Canada and USA for orders under $99.

What do you offer locals?

If you are local to Okotoks, Alberta you can take advantage of Free Local Delivery! Enter your postal code at the checkout to see if you qualify.

We also offer free returns and exchanges for our locals.

What is your refund policy?

If you are unsatisfied with your purchase in any way, please contact us within 10 days of your order delivery date.

We will refund unopened products in their original packaging. You will need to mail us your returns and once we have received them we will let you know if your return has been approved.

Shipping fees will not be refunded. If you received free shipping on your order, a $15 flat rate shipping fee will be deducted from your credit amount.

Do you offer exchanges?

Exchanges will be treated as a new order and there may be shipping charges.

What if my item arrives damaged?

In the event your order arrives damaged, please take photos of the products in the packing materials. Send the photos and your contact information to

We need to be notified about damages within 48 hours of your order being delivered to file an insurance claim with the carrier.

We will refund you the cost of the damaged item or replace the item when stock is available, free of charge.


Where are your products made?

You can be sure that all Under the Willow Tree products are fully produced in Canada. We love supporting our incredible Canadian brands!

Is your packaging eco-conscious?

We strive to make the most sustainable choices when it comes to packaging. Our water-activated tape is made from FSC-certified materials, and both home-compostable and curb-side recyclable after use, making it easy to recycle our shipping boxes!

We seek out brands with eco-friendly business practices. We also do not believe in creating more waste just to appear more "green". We consider reusing to be just as important in our low waste quest and will often reuse plastic packing materials if it means keeping the product out of the waste bin. We encourage you to reuse our boxes and packing material as well!

Can't find an answer?

Contact our customer support through the contact page and our team will get back to you as soon as possible.

Contact Us