1. DELIVERY AREA

We offer shipping to the following countries and regions:
United States, United Kingdom, Australia, Canada, Israel, Japan, Malaysia, New Zealand, Singapore, South Korea, United Arab Emirates, Mexico, Brazil, and Chile.

We currently do not ship to certain remote regions. We apologize for any inconvenience and appreciate your understanding.

2. ORDER PREPARATION

Once your order is placed, our team will process it within 1–3 business days. During this time, we will:

• Verify stock availability
• Confirm customization requirements (if applicable)
• Check and verify your shipping address
• Ensure eligibility for free or paid shipping

After your order has been shipped, you will receive a shipping confirmation email containing the tracking number and a link to check your order status.

Please ensure your shipping address is complete and includes the street number, as incomplete addresses may cause delivery delays. If additional information is required, our customer service team will contact you directly.

3. ESTIMATED DELIVERY TIME

Delivery times vary by destination. The following are estimated working days:

Please note: Delivery times are estimates and may be affected by customs clearance or carrier delays.

4. FREE SHIPPING POLICY

We are pleased to offer free standard shipping on all purchase orders of $49 or more.

Our free shipping service is available in:
United States, United Kingdom, Australia, Canada, Israel, Japan, Malaysia, New Zealand, Singapore, South Korea, United Arab Emirates, Mexico, Brazil, and Chile.

Orders below $49 will incur a small shipping fee, which will be clearly displayed at checkout.

5. CUSTOMS FEES AND TAXES

In rare cases, import duties or VAT may apply, depending on your country’s regulations.
If customs duties are imposed, Butterfly’s Tears will cover them whenever applicable.

For most shipments to the U.S. and Europe, import duties range from $0 to $25 per package.
If you have questions about potential tariffs, please contact us at contact@butterflystears.com before placing your order.

If required by law in your region, applicable VAT will be automatically added to your order total.

6. COMPENSATION FOR LATE DELIVERY

We understand the importance of timely delivery and sincerely apologize for any unexpected delays.
We always work closely with our logistics partners to ensure prompt delivery and will assist in resolving any issues if your shipment is delayed.

7. REFUSED OR CANCELED ORDERS AFTER SHIPMENT

If an order has already been shipped and the customer refuses to accept the delivery or requests cancellation, the customer will be responsible for the return shipping cost and any related fees.
If the package cannot be returned to us (for example, if the return cost exceeds the item’s value), no refund will be issued.

8. INCORRECT ADDRESS

If a package cannot be delivered due to an incorrect or incomplete address and is returned to us, the reshipping cost will be charged to the customer.
A refund for the product (excluding shipping costs) will be issued once the returned items are received by butterflystears.com.

9. STOCK AVAILABILITY

We make every effort to keep our inventory information accurate and up-to-date.
However, stock levels can change rapidly. In the event that an item becomes unavailable after you place your order, your payment will be automatically refunded, and you will receive a notification email.

10. WRONG OR MISSING ITEMS

If you receive an incorrect item or a product that does not match your order, please notify us by email within 7 days of receiving your package.
We will arrange to send the correct product and cover all related shipping costs.

If you choose not to receive a replacement, your order will be processed as a return, and a restocking fee (up to 35%) may apply.

11. CONTACT US

If you have any questions about our shipping policy or need assistance with your order, please contact us:
📧 contact@butterflystears.com
🕒 Monday – Friday, 9:00 AM – 6:00 PM (GMT+8)