Frequently Asked Questions

Frequently Asked Questions

What shipping carriers does Wilo Wale use?

We ship using a combination of DHL, FedEx, UPS, and Canada Post / USPS, depending on your location and the size of your order. Once your order is dispatched, you'll receive a tracking number by email so you can follow your shipment every step of the way.

How long does delivery take?

Orders are typically delivered within 7–14 business days from the date of dispatch. Please note that processing your order takes 1–3 business days before it is shipped. During peak seasons or sales periods, delivery may take slightly longer. You will receive a shipping confirmation email with your tracking number as soon as your order leaves our warehouse.

How do I track my order?

Once your order has been shipped, you will receive a confirmation email containing your tracking number. To track your order:

  1. Visit our Track Order page
  2. Enter your tracking number in the field provided
  3. Click "Track" to see your shipment's current status and estimated delivery date

Please allow up to 24–48 hours after receiving your shipping confirmation for tracking information to update in the system.

Is my personal and payment information secure?

Yes, absolutely. Wilo Wale uses 256-bit SSL (Secure Socket Layer) encryption on every page of our website — including checkout. This means all data you enter, including your name, address, and payment details, is fully encrypted and cannot be intercepted by third parties. We never store your credit card information on our servers. Payments are processed through Shopify's PCI-DSS compliant checkout system, which meets the highest industry standards for payment security.

What payment methods do you accept?

We accept all major payment methods, including:

Visa, Mastercard, American Express, Discover, Diners Club, PayPal, Apple Pay, Google Pay, and Shop Pay.

All transactions are processed in USD and are secured by SSL encryption.

What is your return policy?

We accept returns within 14 days of delivery. To be eligible for a return, items must be unused, unworn, and in their original condition with all tags attached.

To start a return:

  1. Email us at support@wilowale.com with your order number and the reason for your return
  2. Our team will review your request and respond within 1 business day
  3. Once approved, you will be responsible for shipping the item back to us
  4. As soon as we receive and inspect the returned item, we will issue your full refund

Please note that return shipping costs are the responsibility of the customer unless the item arrived damaged or defective.

How long does a refund take?

Once we receive and inspect your returned item, refunds are processed within 3–5 business days. The refund will be issued to your original payment method. Depending on your bank or payment provider, it may take an additional 2–3 business days for the funds to appear in your account.

What happens if I receive the wrong size or the wrong item?

If you receive an item that is the wrong size or not what you ordered, please contact us immediately at support@wilowale.com with your order number and a photo of the item received. We will prioritize your case and arrange a replacement or full refund at no additional cost to you. You will not be responsible for return shipping in this situation.

What do I do if my item arrives damaged or defective?

We're sorry to hear that. Please email us at support@wilowale.com within 48 hours of delivery with your order number and clear photos of the damage. We will review your case and either send a replacement or issue a full refund — whichever you prefer.

Can I cancel or modify my order after placing it?

We process orders quickly, so we cannot guarantee changes or cancellations once an order has been placed. If you need to make a change, please contact us at support@wilowale.com as soon as possible with your order number. We'll do our best to help before the order is dispatched.

Do you ship internationally?

Yes, we ship to most countries worldwide. Shipping times and costs may vary depending on your location. Any applicable customs duties or import taxes are the responsibility of the customer.

What if my order hasn't arrived within the estimated timeframe?

If your order has not arrived within 14 business days of your shipping confirmation, please reach out to us at support@wilowale.com with your order number. We will investigate with the carrier and follow up with you promptly. In most cases, delays are caused by customs or peak carrier periods and are resolved quickly.

How can I contact customer support?

Our customer support team is available Monday to Friday, 9:00 AM – 5:00 PM (EST).

📧 Email: support@wilowale.com 📍 Address: 192 C, Woodridge Crescent, Nepean, ON, K2B 7S9, Canada

We aim to respond to all inquiries within 1 business day.