willowbrook-home-faq

If you don’t like reading the answers to FAQ’s, have another question, or want to order by phone, call us at 413-637-0340 (Mon – Sat 10:00 am to 5:00 pm, Sun 11:00 am – 4:00 pm EST). You can also email us, info@willowbrooklenox.com

How do you ship?

We ship USPS Priority Mail to destinations within the US, APO/FPO addresses and Canada. Most in-stock items will ship within 24 to 48 hours of ordering.

Please note that items ordered together may not be shipped out on the same day and, occasionally, items may be temporarily out-of-stock or backordered. You will be alerted in either instance by email and will be provided an approximate date of shipment. The email used will be the one on your order. Rest assured, any shipping delays will be communicated to you at the time of your order. If any other unforeseen delay occurs, we will notify you as soon as possible.

Shipping charges are for standard shipping plus insurance and handling and apply to US deliveries only. For Express or Overnight delivery, an additional $10 and $15 respectively will be added. Canadian shipments may incur additional shipping charges and these charges will be added.

Order shipping to Canada should arrive in approximately 7 to 10 business days via the local postal service. Any applicable duties and taxes will be assessed on delivery and are to be paid by the order recipient.

How do I return or exchange a purchase?

If you are not satisfied with your purchase for any reason, please let us know so we can take care of you. Contact us at info@willowbrooklenox.com

Tell us which item(s) you’d like to return. Please note that returns must be within 30 days of purchase. The returned item(s) must be in unused condition. Please include the sales receipt with your return. Only full-prices item(s) can be returned. No returns are allowed on sale items, jewelry and custom orders. Please select accordingly.

Once the return is received, we will contact you to confirm that a full or partial refund has been issued.

Please remember to insure your return for its full value in case of damage in transit and to obtain proof of shipment if your return fails to reach us. Willowbrook Home is not responsible for damage or loss. Return shipping costs are your responsibility unless it was an error caused by us.

Please send returns to:
Willowbrook Home
69 Church Street
Lenox, MA 01240

If you prefer not to mail your return, you can bring it and your sales receipt to our physical store at 69 Church Street, Lenox, MA.

If you are making an exchange for a different item, you will be charged a new shipping fee.

How do you handle orders, payment & security?

Online orders with Visa, Mastercard and American Express  are secured through Stripe.com Your order information is encrypted using industry-standard Secure Sockets Layer (SSL) technology.

We ask you to review your order carefully, as it cannot be modified once submitted. You will receive an order confirmation at the conclusion of your order process as well as an email that recaps your order.

Items are charged to your credit card when they ship.

To order over the phone, call 1-413-637-0340 during business hours (EST):
Monday - Saturday 11:00 am - 5:00 pm
Sunday 11:00 am - 4:00 pm

Special orders are accepted for most items we carry. To place a special order, please phone us during the business hours given above. Special orders are prepaid. Please remember when placing your special order, that the item(s) are not returnable.

Massachusetts residents will be charged 6.25% retail sales tax on items subject to tax.

What is your pricing policy?

Willowbrook Home makes every attempt to have consistent pricing throughout our website and store. Occasionally we will offer special prices that are exclusive to our website.  Please phone us at 413-637-0340 if you have questions regarding pricing.

Do you accept international orders?

At this time, Willowbrook Home can only accept international orders from Canada.

What is your privacy policy?

Willowbrook Home promises responsible handling of sensitive customer information. Order information is encrypted during transmission using industry-standard SSL (Secure Sockets Layer) technology.

Willowbrook Home never sells or distributes any customer information. Details such as your name, mailing address and email addresses are only used to fulfill website orders, or to respond to inquiries.

How is copyright handled?

Willowbrook Home creates original images and photos available under the Creative Commons Attribution Non-Commercial License for non-commercial reproduction with credit to Willowbrook Home.

All written texts are copyrighted by Willowbrook Home and cannot be copied without our written permission.

What is your disclaimer of warranties?

The content of the pages of this website is for your general information and use only. It is subject to change without notice.

Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose.

You acknowledge that such information and materials may contain inaccuracies or errors. Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable.

This website may include links to other websites. These links are provided for your convenience. We have no responsibility for the content of the linked websites.