FAQ

WHAT ARE THE DIFFERENT ILLUSTRATION STYLES? 

• ear outline
• full body silhouette
• face portrait

 HOW MANY PETS CAN I GET ON CUSTOM ITEMS?

CREWNECKS + TEES: up to four pets  (+$5 per additional pet)

DRINKWARE: up to two pets (+$5 per additional pet)

ORNAMENTS + STOCKINGS: one pet only

 HOW MUCH IS AN ADDITIONAL PET?

+ $5 per additional pet for custom items

+ $12 per additional pet for digital illustrations

 DO YOU ONLY DO DOGS?

Willowmade welcomes all pets, including cats, horses, bunnies, birds, hamsters, cows + more 

 WHAT IS THE BEST PHOTO TO SUBMIT FOR CUSTOM ITEMS?

We want to capture what makes your pet so special to you - please choose a photo that meets these guidelines:

 - PLEASE AVOID SCREENSHOTS, BLURRY +  DISTANT PHOTOS -

Please be mindful that illustrations are created directly from the photo you provide so be sure to choose a photo you love!

IF YOUR PHOTO IS NOT QUITE RIGHT, WE WILL GET IN TOUCH!

 WILL I RECEIVE A PROOF BEFORE MY ORDER IS MADE?

You can opt to receive a proof when placing your order - the proof will be sent to the email used at checkout

Proofs are sent out in queue within the stated processing time 

For custom orders, we are happy to make any minor revisions you would like to the illustration however requesting to send an alternate photo will result in a significant delay to the processing time

IF YOU REQUEST A PROOF, PLEASE KEEP AN EYE OUT IN YOUR INBOX FOR IT - OUR EMAIL MAY LAND IN YOUR JUNK/SPAM FOLDER - PLEASE RESPOND PROMPTLY TO AVOID A PROCESSING DELAY

WHAT IS THE PROCESSING TIME?

The processing time is approximately 4-6 weeks - this may vary depending on our current order volume

Please only reach out to inquire about receiving your proof or order status if you have not heard from us beyond the stated processing time

 I PLACED AN ORDER BUT DID NOT RECEIVE A CONFIRMATION EMAIL

Check your spam/junk folder - these emails tend to land there! If it is not there, please reach out to orders@willowmade.ca

 I'VE PLACED AN ORDER BEFORE AND LOVE THE DRAWING! CAN YOU REUSE THE SAME ILLUSTRATION?

Yes! We keep all illustrations on file - upload either a photo of the previous item (crewneck, mug etc) or the proof you were originally sent, and include a note in the space provided (ex. "reuse drawing from order 4068")

• CREWNECKS: 50% cotton 50% polyester
• T-SHIRTS: 100% cotton
• TURN INSIDE OUT + MACHINE WASH COLD + LAY FLAT TO DRY 
• SIZE CHARTS

• MUGS: 11oz ceramic or glass
• GENTLE HAND WASH RECOMMENDED + MICROWAVE SAFE

• CLEAR CAN GLASS W/ BAMBOO LID + GLASS STRAW: 16oz glass
• GENTLE HAND WASH ONLY + NOT MICROWAVE SAFE 
• DO NOT SOAK BAMBOO LID + DRY THOROUGHLY AFTER EACH WASH/USE
• NOT RECOMMENDED FOR HOT DRINKS

• STOCKINGS: high quality cotton + linen 
• SPOT CLEAN ONLY

• ORNAMENTS: wood
• approximately 4" round - each may vary slightly in size/shape

 WHERE DO YOU SHIP?

Willowmade ships worldwide! If there is an issue placing an order to your country please contact orders@willowmade.ca

 SHIPPING PRICES

• shipping prices vary by location
• free shipping when you spend $150+ CAD before tax (Canada + USA only)
• flat rate shipping (Canada + USA only)
• CANADA: 
• ON, QC, $14 CAD  
• NB, NS, PEI, MB $17 CAD 
• BC, AB, SK, NL, NT, YT, NU $19 CAD
• USA: $20 CAD
• International shipping
• rates calculated at checkout 

• please note that expedited shipping reflects the shipping service, not our turnaround time

• Willowmade is not responsible for any duty/import/taxes/customs etc. charges you may incur

 RETURNS

All items are custom + handmade to order, therefore Willowmade does not accept returns or exchanges

If your item is damaged upon delivery, please reach out to us within 24 hours with a photo of your item(s) condition orders@willowmade.ca