FAQ – My Store

FAQ

When can I expect to receive my order?

If you place your order before 22:00 (Central Time – GMT-06:00), we will begin processing it on the same business day where possible.

Orders are typically processed within:

Processing time:
1–2 business days

Estimated delivery time:
5–8 business days

Total estimated delivery time:
6–10 business days

Once your order has been dispatched, you will receive a confirmation email including your tracking information so you can follow your parcel at any time.

Which countries do you deliver to and what are the shipping costs?

We currently deliver within Canada.

We offer:

Free Standard Shipping on all orders with no minimum spend required.

All prices displayed on our website include applicable taxes and shipping costs. There are no additional charges at checkout.

Orders are shipped using Delivered Duty Paid (DDP) shipping. This means all applicable import duties, taxes, and customs clearance fees are handled and paid by us before delivery. You will not be charged any additional fees upon arrival.

My delivery is taking longer than expected. What should I do?

While we aim to deliver all orders within the estimated delivery timeframe, delays can occasionally occur due to circumstances outside our control, including:

customs processing
public holidays
severe weather conditions
peak seasonal periods
courier delays

If your order has not arrived within the estimated delivery period, please allow an additional 3 business days before contacting customer support.

For assistance please contact:

Email: support@northwillow.ca

Customer service hours: Monday to Friday: 9:00 AM – 5:00 PM (Central Time – GMT-06:00)

I would like to return an item. What should I do?

If you wish to return an item for any reason, please contact us within 30 days of delivery at:

Email: support@northwillow.ca

Our team will provide return instructions and the appropriate return address.

Return address:
Room B104, Kaicheng High-Tech Park, No. 11 Jiali Road, Dalang Street, Longhua District, Shenzhen, Guangdong Province, China 518109

Returned products must:

be unused
be undamaged
include original tags
include original packaging

Change-of-mind returns: Customers are responsible for return shipping costs.

Damaged, defective, or incorrect items: If you receive an item that is damaged, defective, or not what you ordered, please contact us within 48 hours of receipt with photos of the issue and your order number. We will provide a prepaid return label and ship a replacement or issue a full refund, including original shipping costs.

Once your return has been received and inspected, approved refunds will be issued to the original payment method within up to 10 business days.

Note: For residents of Ontario and Quebec, provincial consumer protection legislation may provide additional rights regarding cancellation of distance contracts. Nothing in this policy limits your statutory rights under applicable Canadian law.