FAQs

1. How do I change or cancel my order?
If you wish to change or cancel your order, please contact us within 12 hours of receiving your order confirmation email at support@butterflyhaze.com. Orders that have already been packed or shipped cannot be canceled. After 12 hours, changes or cancellations will no longer be possible.

2. What payment methods do you accept?
We accept all major credit cards, including VISA, Mastercard, AMEX. We do not accept personal checks, money orders, direct bank transfers, debit cards, or cash on delivery.

3. Can I change my shipping address after placing an order?
If you need to update your shipping address, please contact us at support@butterflyhaze.com within 12 hours of placing your order. After that, we cannot change your address, as orders are processed quickly. Make sure your address is your residential address rather than a vocational address, as customs hold times may vary, and we cannot control delays at customs.

4. When will I receive my tracking number?
Once your order is processed, it may take 5-7 business days for the tracking number to be generated. If you have not received your tracking number after 5 business days, or if the tracking status says “not available” for more than 2-3 business days, please contact us at support@butterflyhaze.com for assistance.

5. How do I track my order?
To track your order, click on “Track Your Order” at the bottom of our website. Enter your tracking number to check the status of your order.

6. How long does delivery take?
Processing time for made-to-order items is between 2-5 business days. Once your item is shipped, the estimated delivery times are as follows:

• United States: 12-15 business days
• International: 20-25 business days

Please note that shipping delays may occur due to unforeseen circumstances, such as customs delays or during holiday seasons.

7. How do I return an item?
If you are not satisfied with your purchase and wish to return an item, please contact us within 30 days from the date you received your order. Email support@butterflyhaze.com with your order number and the reason for the return. Our customer service team will review your request and provide further instructions.

Please ensure that the item is in its original condition with packaging intact. For final sale items, please refer to our Returns Policy.

8. Will I be charged customs duties and taxes?
The prices on our site are listed in US Dollars and do not include taxes or import duties. You may be required to pay import taxes, duties, and customs fees when your order reaches its destination, depending on your country’s customs office.

Payment of these charges is your responsibility, and we are not liable for any customs delays. For more details, please contact your local customs office.

9. Do you provide expedited shipping?
Currently, we are temporarily suspending expedited shipping. We appreciate your understanding.

10. Why hasn’t my tracking status been updated?
Tracking information may not be updated immediately, especially for registered airmail shipments. Here are some reasons why:

• There may be delays between scanning events and updates to the tracking system.
• Tracking updates may not be available until the package reaches a regional hub.
• There may be no updates while the package is in transit between the origin and destination country.
• Some shipments (e.g., flat rate shipping) may not be trackable unless a tracking option was purchased during checkout.

If your tracking status hasn’t been updated for more than 10 days, please contact our Customer Service at support@butterflyhaze.com for assistance.

11. I haven’t received my refund yet. What should I do?
If your refund has not been posted yet, please reach out to your credit card company, as it may take some time for the refund to be officially processed and posted.