Shipping policy

Domestic Shipping (USA)

We offer a flat rate of $7 on all US orders. Orders over $100 qualify for free standard shipping. Please note, if you make a return that brings the value of the order under $100, $7 will be deducted from your refund. 

We ship via USPS Ground Advantage. Delivery typically takes 2–7 business days depending on your location.

Orders are typically dispatched within 1 business day of being placed. During busy periods please allow up to 2 business days.

Express Shipping

We don't currently offer express shipping as a standard option at checkout, but if you need something in a hurry please get in touch at ciao@ciaobuttercup.com and we'll do our best to help.

Order Changes, Cancelations & Address Updates

If you need to change or cancel your order, or update your delivery address, please email us at ciao@ciaobuttercup.com as soon as possible. We'll always do our best to accommodate changes, but once an order has been fulfilled we're unable to make any amendments.

Pre-Order Items

Sometimes, some items on our website will be available for pre-order ahead of a restock. If an item is on pre-order, this will be clearly noted on the product page and next to the item in your order confirmation email.

Pre-order items won't be dispatched within the usual 1–2 business days - instead, your order will be shipped as soon as the restock arrives at our warehouse. We do our best to provide an accurate ETA on the product page, but please treat these as estimates. International shipping from our manufacturer to our warehouse can be unpredictable, and timelines can shift.

Please note: If your order contains a pre-order item alongside in-stock items, we'll hold the entire order and dispatch everything together once the restock arrives.

You may notice that your order confirmation email shows the standard estimated delivery window - this is automated and doesn't account for pre-order timelines. For the most accurate ETA, please refer to the date provided on the product page.

You can email us at ciao@ciaobuttercup.com at any time to check in on your pre-order. 

Shipping Insurance (Route)

At checkout you'll have the option to add Route Package Protection to your order. Route is a third-party shipping insurance provider that covers lost, stolen, or damaged packages. Please note this is a brief overview - for full details on Route's claims process and eligibility, visit Route's website.

If you'd like to remove Route from your order after placing it, just email us and if we haven't dispatched your order yet we'll remove it and Route will process a refund for the insurance cost.

Lost or Stolen Packages

As the seller, it's our responsibility to ensure your order is packed correctly, dispatched promptly, and successfully delivered to your address - and we take that seriously. If your order is lost in transit and never receives a delivery scan, that's on us and we'll make it right. Please email us at ciao@ciaobuttercup.com and we'll work with you to resolve it.

Where we're unfortunately not able to take responsibility is what happens after a package has been successfully delivered. Once a carrier marks an order as delivered - whether to your porch, doorstep, mailroom, or building's communal area - any theft or loss after that point falls outside of what we can be held accountable for as a small business. This is exactly the scenario Route Package Protection is designed to cover.

First: Contact your local USPS delivery office

Regardless of whether you have Route, this is always worth doing first as it often resolves things quickly. Call them or visit in person with your tracking number and ask them to:

• Confirm the GPS scan location of the delivery

• Check with the carrier who marked the package as delivered

• Verify exactly where the package was left

• Check whether it may have been misdelivered nearby

 

If you added Route Package Protection

You can file a claim directly with Route. Route will handle your claim from there - if you're unsure how to proceed, feel free to reach out and we'll point you in the right direction.

A few things to know before filing:

• Delivered but missing (stolen): You can file a claim from 5 days after the delivery date (to allow time for the package to turn up) and up to 30 days after the delivery date

• No delivery scan (lost): You can file once 7 days have passed since the last tracking update, and up to 30 days after that last update

• Passed estimated delivery date with no update: You can file once 48 hours have passed since the estimated delivery date with no update, and up to 30 days after the last tracking update

Please note this is a brief overview - for full details on Route's claims process and eligibility, visit Route's website.

 

If you didn't add Route Package Protection

We want to be upfront — if your local USPS office can't locate the package, there may be little else we're able to do. We're unable to offer a replacement or refund for packages that have been successfully delivered and subsequently stolen. We know that's really frustrating, and we're sorry - it’s why we’d always encourage adding Route at checkout if you are in a building or area where package theft is a concern.