faqs

Frequently asked questions

Orders

I ordered the wrong item(s), what should I do?


Always triple check orders before you place them! If your order has not shipped, we may be able to help. But we can’t make any promises. You can email support@thebuttershop.com as soon as possible with your name and order number and we'll see if we're able to help!




How do I cancel an order?


If your order has not shipped, you may cancel the order in its entirety. To cancel, email

us at support@thebuttershop.com as soon as possible. Once order has shipped, it may not be canceled or refunded.




An item I want is out of stock, what can I do?


You should've shopped sooner! JK, but seriously, below are a few ways to be notified when an item is restocked:

1. If the item is still online, start a chat to check the "behind the sceen" inventory or make a special order request.

2. Sign up for the company email list (found at the bottom of our website). Some of our newsletters share items that have been restocked.

3. Follow us on Instagram: @thebuttershopmd. Here, we post items that have been restocked.




I entered the wrong shipping address at checkout, what should I do?


No worries! These things happen to the best of us (well... not really lol). We know mistakes

can happen. If your order has not shipped, we may be able to help. But we can’t

make any promises. You can e-mail support@thebuttershop.com with your name and order number and we'll see if we're able to help. If your order has shipped, you will need to contact the shipping carrier (have your tracking number handy).




What is your customer service phone number?


Sorry, we can't come to the phone right now. Feel free to contact us here through the Chat feature, via email at support@thebuttershop.com or via text at (443) 373-0657 with any questions you may have. We promise to respond within 48 hours (excluding weekends and holidays - and unexpected life events).





Shipping

How do I track my order?


Once your order has shipped, you will receive an email containing your tracking number. If you do not receive a shipping confirmation within 5 business days of placing your order, please email us support@thebuttershop.com requesting a status update. Please include your name and order number in your email.




Help! I haven't received my order yet, what should I do?


Oh no! We’re sorry to hear that. Please check your shipping method and confirm that the allotted shipping timeframe has passed. If the timeframe has passed, email us at support@thebuttershop.com with your order number and request a status update. If the delay is due to an administrative error on our end, we will refund all shipping costs.

Please note: delays caused by the carrier is out of our control.





Returns

How do I return all or part of my order?


Currently we are not accepting returns. Certain (unopened) items may be considered for return/store credit however you must obtain pre-authorization. Send an email to support@thebuttershop.com, include your name, order number, item(s) to be returned and the reason for return. If approved, you will receive return instructions via email. Note: return shipping is not covered by The Butter Shop.

Sale/discounted items are all Final Sale and may not be returned under any circumstances – these are yours to keep or gift to a friend!




How long after receiving my order can I request a return?


You have up to 5 calendar days to request a return after the day it is delivered. If you return your order after the 5 calendar day timeframe or without pre-authorization, it will not be accepted. You will be responsible for any re-shipping fees.




Can I exchange an item?


We currently do not offer exchanges.




Can I receive a refund?


We currently do not offer refunds for an unwanted item(s). You may request a refund (as stated above). If approved, you will receive a store credit via e-mail for the item(s) (excluding shipping) that you can use within 365 calendar days to make another purchase!




Has my return been received?


Please be patient with us and allow up to 10 business days for your item(s) to be returned back to us. Our Returns Department will send you a confirmation e-mail once your return has been received and processed. If you have not received any communication from us after 10 business days, please contact us at support@thebuttershop.com.




I received the wrong item, how do I return it?


If you received the wrong item, firstly, we apologize! Please e-mail us at support@thebuttershop.com with your name, order number, incorrect item, and any missing item(s) from your order. We will take care of you!





Logo_whip.png

SHOP

HELP

SUPPORT

STAY CONNECTED

  • Black Instagram Icon
  • Black Facebook Icon

© 2021 by The Butter Shop