Willow | FAQs

Need Help?

Call us at (316) 888-8355
Email us at help@hiwillow.com

Need More Help?

Need Help?

Call us at (316) 888-8355
Email us at help@hiwillow.com

Need More Help?

Need Help?

Call us at (316) 888-8355
Email us at help@hiwillow.com

Need Help?

Need Help?

Call us at (316) 888-8355
Email us at help@hiwillow.com

Need Help?

Women's Help

Subscriptions

Can I try Willow before I commit to a subscription?

Absolutely! When you sign up for our trial offer, you’ll receive 20 pairs of Willow underwear for you to try out for style, comfort, and performance. Our products are 100% satisfaction guaranteed, so you can modify or cancel your subscription anytime.

How does my subscription work?

When you first sign up, you will receive a free trial of 20 pairs of Willow underwear so you can make sure that they are right for you. After that, you’ll receive a box of 60 pairs on a regular basis for $49.99. You can customize the frequency of deliveries in your plan based on your needs, and you can adjust anytime. There will be a $4.99 shipping/handling charge for each delivery. Your card will be charged each time your underwear is shipped. And don’t worry, you can cancel at any moment.

I haven't made the switch to adult underwear for everyday use. Can I get shipments less often?

Definitely! You can select your delivery frequency before you checkout, and you can modify your plan online at any time.

I wear more than 4 pairs of adult underwear every day. Can I get shipments more often?

Absolutely. You can select your delivery frequency before you checkout, and you can modify your plan online anytime.

What is your return policy?

We believe so strongly in Willow underwear that they come with a 100% satisfaction guarantee. Unopened packages of Willow underwear may be returned for up to 30 days after you receive them for a full refund of the product cost, minus S&H and a $9 restocking fee. Shipments must be returned in the unopened, original outer packaging to be eligible for a refund.

When will my first paid order be shipped?

Your first paid order will be shipped 10 days after you place your free trial order to give you the chance to try Willow risk-free.

Can I change the size and color of my underwear?

To modify the size or style of your Willow underwear, sign into your account and go to the “Subscription” page located in the left hand column. Then, select the new size or style of Willow underwear you want to receive.

Can I modify the frequency of shipments?

To change the frequency of shipments in your plan, sign into your account and go to the “Subscription” page located in the left hand column. Then, select a new delivery frequency. You can also choose to skip a shipment on this page as well.

What if I want to cancel my subscription?

That’s okay! You're in total control. You can cancel your subscription by calling us at (844) 666-5672 between 9AM and 6PM EST, Monday through Friday, excluding holidays. California customers may also cancel their subscriptions via email at help@hiwillow.com

How do I know if I’m a S/M or L/XL size?

Check out our handy size guide on our product pages or click here. What's my size?

Shipping

Where do you ship?

We currently ship only within the continental United States (excludes Alaska and Hawaii).

Do you ship internationally?

Hopefully soon! Sign up here to be one of the first to get Willow international shipments.

When will I receive my free trial?

We use FedEx shipping so your package should arrive between 1-6 business days.

How much does shipping cost for each delivery?

We charge just $4.99 for the shipping and handling of each delivery.

Can I change the shipping method once my order has shipped?

Unfortunately, no. Once your order ships, we are unable to modify it.

Help! I forgot my password!

Don’t worry! Just click “Forgot Password” on the user page. We’ll send you a secure link where you can reset your password.

How can I contact customer service?

You can send an email anytime to help@hiwillow.com or call us at (316) 888-8355 between 9AM and 6PM EST, Monday through Saturday, excluding holidays.

Payment

What forms of payment do you accept?

We accept all major credit and debit cards.

Do you accept private insurance, Medicare, or Medicaid?

Due to the complexity of the current insurance market, we don't work directly with any providers. The best thing to do would be to reach out to your specific insurance company to make sure. However, many of our customers do submit receipts from their account to their insurance company and are able to claim benefits that way.

How do I get a receipt to submit to my insurance provider?

Contact us at help@hiwillow.com and we’ll send you an invoice for your insurance provider.

Can I use my Flexible Spending Account (FSA) or Health Savings Account (HSA) to pay for my underwear?

Unfortunately, no. But you can pay with any major credit or debit card.

Willow underwear

Can I reuse my Willow underwear?

No, multiple uses can cause infection. Willow underwear is powerfully absorbent, but it’s a one-time-use, disposable product.

What material is Willow underwear made from?

Our briefs are made from 30% natural fibers with a patented technology for an incredibly dry and breathable feel. Our pads are super absorbent and contain integrated components for fast absorption and full coverage.

Why aren’t all adult underwear as effective and stylish as Willow?

We asked ourselves the same question.

Do you offer Willow underwear in different colors?

We sell Women’s underwear in charcoal (black), sand (light tan), and a mixed pack of charcoal, sand, and grey.

We sell Men's underwear in charcoal (black) and a mixed pack of charcoal and grey.

Are Willow underwear appropriate for postpartum women?

Willow was created to provide comfort and convenience for anyone experiencing urinary incontinence, and we know that postpartum is one of those reasons! That said, Willow underwear is not intended to absorb fluids other than urine. Please consult your doctor if you’re hoping for a more suitable alternative.

Do you sell adult diapers?

We’re developing both pads and diapers with the same style and performance as Willow underwear. Sign up here to get an early bird look. But, we encourage you to try a free sample of Willow underwear! *wink* *wink*

Is there any performance difference between the color choices?

No, just the flexibility to choose what makes you look and feel best!

What additional information do you have about Willow underwear?

For more information, see our About Willow page.

Do I need a prescription to place an order?

Nope! Willow underwear is available to everyone.

Can I wear Willow at night as well?

Yes! Willow was made to be both comfortable, safe and effective for day and night.

Is Willow eco-friendly?

At Willow, we care deeply about the environment. That’s why our underwear is made from 30% natural fibers and all packaging is minimal and recyclable.

For Doctors

My patients love Willow underwear, can I get samples to provide to new patients?

Certainly! Please contact us at doctors@hiwillow.com for more information.

I often recommend patients to use Willow underwear due to their superior performance and lifestyle benefits. Do you have a referral program?

We are working on a special referral program for doctors. Please contact us at doctors@hiwillow.com for more information.

Men's Help

Subscriptions

Can I try Willow before I commit to a subscription?

Absolutely! When you sign up for our trial offer, you’ll receive 20 pairs of Willow briefs for you to try out for style, comfort, and performance. Our products are 100% satisfaction guaranteed, so you can modify or cancel your subscription anytime.

How does my subscription work?

When you first sign up, you will receive a free trial of 20 pairs of Willow briefs so you can make sure that they are right for you. After that, you’ll receive a box of 60 pairs on a regular basis for $49.99. You can customize the frequency of deliveries in your plan based on your needs, and you can adjust anytime. There will be a $4.99 shipping/handling charge for each delivery. Your card will be charged each time your underwear is shipped. And don’t worry, you can cancel at any moment.

I haven't made the switch to adult underwear for everyday use. Can I get shipments less often?

Definitely! You can select your delivery frequency before you checkout, and you can modify your plan online at any time.

I wear more than 4 pairs of adult underwear every day. Can I get shipments more often?

Absolutely. You can select your delivery frequency before you checkout, and you can modify your plan online anytime.

What is your return policy?

We believe so strongly in Willow briefs that they come with a 100% satisfaction guarantee. Unopened packages of Willow briefs may be returned for up to 30 days after you receive them for a full refund of the product cost, minus S&H and a $9 restocking fee. Shipments must be returned in the unopened, original outer packaging to be eligible for a refund.

When will my first paid order be shipped?

Your first paid order will be shipped 14 days after you place your free trial order to give you the chance to try Willow risk-free.

Can I change the size and color of my briefs?

To modify the size or style of your Willow briefs, sign into your account and go to the “Subscription” page located in the left hand column. Then, select the new size or color you want to receive.

Can I modify the frequency of shipments?

To change the frequency of shipments in your plan, sign into your account and go to the “Subscription” page located in the left hand column. Then, select a new delivery frequency. You can also choose to skip a shipment on this page as well.

What if I want to cancel my subscription?

That’s okay! You're in total control. You can cancel your subscription by calling us at (844) 666-5672 between 9AM and 6PM EST, Monday through Friday, excluding holidays. California customers may also cancel their subscriptions via email at help@hiwillow.com

How do I know if I’m a S/M or L/XL size?

Check out our handy size guide on our product pages or click here. What's my size?

Shipping

Where do you ship?

We currently ship only to the lower 48 states in the U.S.

Do you ship internationally?

Hopefully soon! Sign up here to be one of the first to get Willow international shipments.

When will I receive my free trial?

We use UPS shipping so your package should arrive between 1-6 business days.

How much does shipping cost for each delivery?

We charge just $4.99 for the shipping and handling of each delivery.

Can I change the shipping method once my order has shipped?

Unfortunately, no. Once your order ships, we are unable to modify it.

Help! I forgot my password!

Don’t worry! Just click “Forgot Password” on the user page. We’ll send you a secure link where you can reset your password.

How can I contact customer service?

You can send an email anytime to help@hiwillow.com or call us at (316) 888-8355 between 9AM and 8PM EST, Monday through Saturday, excluding holidays.

Payment

What forms of payment do you accept?

We accept all major credit and debit cards. We also accept FSA or HSA payment.

Do you accept private insurance, Medicare, or Medicaid?

Due to the complexity of the current insurance market, we don't work directly with any providers. The best thing to do would be to reach out to your specific insurance company to make sure. However, many of our customers do submit receipts from their account to their insurance company and are able to claim benefits that way.

How do I get a receipt to submit to my insurance provider?

Contact us at help@hiwillow.com and we’ll send you an invoice for your insurance provider.

Can I use my Flexible Spending Account (FSA) or Health Savings Account (HSA) to pay for my underwear?

Absolutely! If your FSA or HSA card is affiliated with a major credit card, you can use it to make purchases with Willow.

Willow briefs

Can I reuse my Willow briefs?

No, multiple uses can cause infection. Willow briefs are powerfully absorbent, but it’s a one-time-use, disposable product.

What material are Willow briefs made from?

Our briefs are made from natural fibers with a patented technology for an incredibly dry and breathable feel. Our pads are super absorbent and contain integrated components for fast absorption and full coverage.

Why aren’t all adult underwear as effective and cool as Willow?

We asked ourselves the same question.

Do you offer Willow briefs in different colors? 

We sell Men's briefs in charcoal (black) and a mixed pack of charcoal and grey.

Do you sell adult diapers?

We’re developing both pads and diapers with the same style and performance as Willow underwear. Sign up here to get an early bird look. But, we encourage you to try a free sample of Willow underwear! *wink* *wink*

Is there any performance difference between the color choices?

No, just the flexibility to choose what you like best!

What additional information do you have about Willow briefs?

For more information, see our About Willow page.

Do I need a prescription to place an order?

Nope! Willow is available to everyone.

Can I wear Willow at night as well?

Yes! Willow was made to be comfortable, safe and effective for day and night.  

Is Willow eco-friendly?

At Willow, we care deeply about the environment. That’s why our underwear is made from 30% natural fibers and all packaging is minimal and recyclable.

For Doctors

My patients love Willow, can I get samples to provide to new patients?

Certainly! Please contact us at doctors@hiwillow.com for more information.

I often recommend patients to use Willow underwear due to their superior performance and lifestyle benefits. Do you have a referral program?

We are working on a special referral program for doctors. Please contact us at doctors@hiwillow.com for more information.

Size Guide
S / M L / XL
Waist (in.) 28 - 42 38 - 52