FAQs

What currency are the prices shown on the site?
All prices are shown in U.S. dollars (USD).

When will my order ship?
Most items are made or personalized to order. Orders are generally processed within 3–6 business days.

Once your order ships, delivery time depends on the shipping method selected at checkout. Estimated delivery dates are shown during checkout.

Please note that carrier delays may occasionally occur after a package has been shipped and are outside our control.

International customers are responsible for any applicable customs duties, taxes, or import fees.

Can I return my order?
Non-personalized items may be returned within 7 days of delivery. Items must be unused, unworn, and in their original condition and packaging.

Personalized, custom-made, and engraved items are final sale and cannot be returned or exchanged unless the item arrives damaged, defective, or we made an error with your personalization.

If there is a problem with your order, please contact us at info@butterflybyyu.com and include your order number and a clear photo of the item.

Return shipping costs are the customer's responsibility unless the return is due to an error on our part. Original shipping charges are non-refundable.

Can I cancel or change my order?
Cancellations or changes can only be requested within 2 hours of placing your order.

Because personalized items may enter production quickly, we cannot guarantee changes or cancellations after the 2 hours.

Please contact us as soon as possible if you need to make a change.

I entered the wrong shipping address. What should I do?
Please contact us as soon as possible at info@butterflybyyu.com with your order number and the correct shipping address.

We can update the address only if the order has not yet been shipped. Once an order has been shipped, we cannot guarantee that the shipping address can be changed or that the package can be redirected.

Customers are responsible for providing a complete and accurate shipping address at checkout.

How long does shipping take?
Delivery time depends on your location and the shipping service selected at checkout.

Most U.S. orders arrive within approximately 2–5 business days after shipment, but carrier delays can occasionally occur.

International delivery times vary by destination and customs processing.

Do you offer expedited shipping?
Expedited shipping options may be available at checkout. If you need your order by a specific date, please contact us before ordering so we can help you determine the best available option.

Can I send a photo or personalization details after ordering?
Yes. If your item requires a photo, paw print, handwriting, engraving details, or other personalization that you were unable to submit during checkout, please contact us and include your order number.

Production may be delayed until all required personalization information is received.

How much ashes or fur does memorial jewelry hold?
Memorial jewelry is designed to hold only a small symbolic amount of ashes, fur, hair, sand, or other memorial material. It is not intended to hold all of the remains.

Capacity varies depending on the design.

How should I care for my jewelry?
To help preserve your jewelry:

Avoid wearing it while showering, swimming, sleeping, or exercising.
Avoid prolonged contact with water, lotions, perfumes, and household chemicals.
Store jewelry in a dry jewelry box or pouch when not in use.
Clean it gently with a soft cloth.

Care requirements may vary depending on the material and finish of the item.

Will my jewelry tarnish?
Some metals may naturally oxidize or change appearance over time due to moisture, skin chemistry, lotions, perfumes, and everyday wear.

Sterling silver can be restored with an appropriate silver polishing cloth. Plated and coated jewelry should be cleaned gently without abrasive cleaners.

Please check the individual product description for the specific material used in your item.

Do you ship internationally?
International shipping availability is shown at checkout. Customers are responsible for any customs duties, taxes, or import fees charged by their country.

Customs processing may cause additional delivery delays.

Do you offer discounts?
Yes! We occasionally offer special promotions and exclusive discounts. Join our email list to receive 20% off your next eligible purchase. Your discount code will be sent to you after you subscribe.

How can I contact customer service?

We're happy to help with questions about your order, personalization, engraving, or products.

Email us at info@butterflybyyu.com. If you're contacting us about an existing order, please include your order number so we can assist you more quickly.