General

What are your customer service hours?
Customer service is available from 9am-7pm EST, Monday-Saturday. All inquiries are responded to within 24 hours.

Why should I sign up for emails?
By signing up for emails, you will receive updates on new products and be informed about current and future promotions before anyone else. Subscribers are notified of new strands before they are announced anywhere else.

Before You Order

Do I have to measure myself to place an order?
Yes, you need to measure your waist in inches and choose your size from the dropdown menu. If your waist measurement falls between sizes, please round up to the next whole number. For example, if your waist measures 40 1/4 inches, you should order your strands at 41 inches. We do not charge extra for larger sizes. However, we may ask for verification if customers abuse the system by doubling their measurements. Please practice honesty.

Can I use my pants size for measurements?
No, we need the actual measurements of your waist in inches.

Forms of Payment

What currency are your prices set in?
Our default currency is USD.

Ordering

How do I know if my order has been placed?
You will receive an order confirmation notice and a receipt at the email address you provided. Be sure to check your spam folder. Make sure you enter your correct email address, as any misspellings or incorrect entries can affect whether you receive an email confirmation.

I've just placed an order, can I change it?

• If you mistakenly order the wrong size please send an email within 2 hours after order is submitted with requested changes. 
• If you need to add an item, you will need to place another order. After placing a second order, please email us at lou@rbsanctuary.com with your name and both order numbers, and we will ship your orders together.
• Any other changes please email lou@rbsanctuary for further assistance.

Shipping

How do I track my order?
Once your order is ready to be shipped, you will receive a USPS tracking number.

When can I expect my shipment to arrive?
Orders are generally processed and shipped within 3-5 days after purchase. Your order will be shipped using the shipping method chosen at checkout.

For Domestic Orders:

• USPS First Class Mail: 3-5 business days
• USPS Priority Mail: 2-4 business days

For International Orders:
Coming soon. At this time, we do not ship outside the US. Please check back for updates.

Where do you ship?
Currently, we only ship within the US.

I have not received my order even though the tracking says it was shipped or delivered. What should I do?
At Red Butterfly Sanctuary, we understand how frustrating it can be when a package goes missing or gets lost. While we do our best to ensure your order reaches you safely, once the item has been shipped, it is in the hands of USPS. If you encounter any issues, please contact USPS with the tracking number we provided for more information. If your tracking status shows "delivered" but you haven't received your package, we recommend reaching out to USPS to file a claim. We appreciate your understanding and are here to support you in any way we can. In case of additional assistance being needed please feel free to email us at lou@rbsanctuary.com.

Do I need to sign for my packages?
No.

Do you ship to P.O. Box and APO addresses?
Yes.

What happens if I accidentally provided the wrong shipping address?
We understand that mistakes can happen with shipping addresses. To ensure your package reaches you, we ship to the address provided at checkout. If you paid with PayPal and realize your shipping address is incorrect, please contact PayPal to update your address before we can ship to it. We are only able to ship to the address provided within PayPal. If you used another form of payment and need to change your address, prior to shipping please email us at lou@rbsanctuary.com. We're here to help and want to make sure your order arrives safely.

Discounts and Promotions

Can I use more than one discount code on my order?
Some specialty discounts and free shipping offers can be combined where stated.

What happens if I forget to use a discount code?
Once your order is placed, we are unable to manually add the discount. We understand this can be disappointing, but you may use the discount on your next order if the code is still valid. We appreciate your understanding and hope you can take advantage of the discount soon.

Why won't my discount code work?
Our codes are case-sensitive. Try copying and pasting the code into the Promo Code box just before checkout. Check the terms and conditions of the discount code to ensure it is still valid. Occasionally, we offer discount codes for selected items only, which will be stated in the terms and conditions.

Availability

The product I want is no longer available. What should I do?
Please keep checking our site and look out for our emails for restock updates. Also, follow us on Facebook (Red Butterfly Chronicles) and Instagram (redbutterflysanctuary).