Shipping policy

his Shipping & Delivery Policy explains how Willis & Gray handles order processing, delivery times, shipping costs, and tracking. By placing an order with us, you agree to the terms outlined below.

1. Shipping at a Glance

To provide full transparency, here is a quick overview of our shipping process for the United States:

  • Order Cut-Off Time: 9:00 PM (CT) / Central Standard Time

  • Order Handling (Processing) Time: 1 to 3 Business Days (Monday - Friday)

  • Transit Time (US): 7 to 10 Business Days (Monday - Friday)

  • Total Estimated Delivery Time (US): 8 to 13 Business Days

Please note: Weekends and public holidays are not considered business days.

2. Shipping Rates & Delivery Estimates

Shipping rates are calculated based on fulfillment location, destination, and service level. We offer flat-rate shipping for most regions.

United States (Excluding Puerto Rico)

  • Shipping Method: Standard Shipping

  • Transit Time: 7 - 10 Business Days

  • Shipping Cost: $6.99 USD

International Shipping Rates (Transit Time: 10 - 14 Business Days)

  • Rest of the World (Most Countries): $5.99 USD

  • Central African Republic, South Africa, Kazakhstan, Maldives, Peru, Cyprus, Kuwait, Qatar: $11.99 USD

  • Puerto Rico: $19.99 USD

  • Tunisia & Uruguay: $24.99 USD

If your order contains multiple heavy or over-sized products, additional shipping charges may apply. All exact costs will be displayed at checkout before payment.

3. Shipping Locations

We ship to many countries worldwide, including the US, Canada, UK, EU, Australia, New Zealand, and selected countries in Asia, Africa, the Middle East, and South America. If your location is not serviceable due to carrier restrictions, we will contact you immediately and issue a full refund.

4. Order Processing (Handling Time)

We aim to process all orders within 1 to 3 business days.

  • Orders placed before our cut-off time of 9:00 PM (CT) on a business day will begin processing the same day.

  • Orders placed after 9:00 PM (CT), or on weekends/public holidays, will begin processing on the next business day.

  • Delays may occur during high-demand holiday seasons, or if there are incomplete payment or address details. We will contact you via email if we need more information to process your order.

5. Taxes, Customs Duties & Import Fees

International orders may be subject to import taxes, customs duties, and fees levied by the destination country.

  • These charges are not included in our product prices or shipping costs.

  • The customer is solely responsible for paying any applicable customs duties or import fees.

  • Willis & Gray is not responsible for any delivery delays caused by customs clearance procedures.

6. Order Tracking & Carriers

We partner with trusted carriers globally, including UPS, DHL, USPS, Royal Mail, Australia Post, Canada Post, and more, depending on your destination.

Once your order has been dispatched from our warehouse, you will receive a shipping confirmation email containing your tracking number and a tracking link. Tracking information typically becomes active within 24 hours of dispatch.

You can always track the status of your order directly on our website here: Track Your Order

7. Order Cancellations

We process orders as quickly as possible. If you wish to cancel your order, please contact us at sales@willisandgray.com or +1 800-820-8641 within 24 hours. Once an order has been processed or shipped from our warehouse, we can no longer cancel it. You will need to wait for the item to arrive and follow our Returns Policy.

8. Contact Information

If you have any questions regarding your shipment, please contact our support team: Willis & Gray

  • Address: 24223 Invitation Oak, San Antonio, TX 78261, United States

  • Phone: +1 800-820-8641

  • Email: sales@willisandgray.com

  • Customer Support Hours: Monday - Friday, 9:00 AM - 9:00 PM (CT)