FAQ
How long will it take for my order to arrive?
Our current processing time for all orders is 3 to 12 business days.
Orders are most commonly shipped via UPS—please allow 7 to 14 business days for delivery following the processing time.
Please note all orders are shipped from Vancouver, Canada, which may result in additional time in customs when shipped internationally. All international orders may be subject to tariffs, duties, or import fees, which are the responsibility of the recipient.
For wholesale orders, we do our best to include duties and customs charges in the shipping cost and will reach out if we anticipate any additional fees.
Local orders can also select Local Pickup at checkout to pick up your order at our factory location in Vancouver.
How much is the shipping fee?
We offer a flat rate shipping fee based on case quantity.
Please note: All international orders—including those to the USA—may be subject to customs brokerage fees at checkout. Additional tariffs, duties, or import fees may apply and are the responsibility of the recipient.
For wholesale orders, we do our best to include all duties and customs charges in the shipping cost. If we anticipate any additional fees, we’ll contact you directly.
For orders outside Canada and the USA, please contact us for an international shipping quote.
How do I request a return or exchange?
As many of our items are made to order, most orders are not eligible for returns and exchanges.
If you have received an incorrect or defective item, please give our bakery a call at +1 (604) 221-4332 or send us an email at wholesale@butterconfections.com and we'd be happy to help.
Why does my item look different than the photo?
Due to the nature of handmade products, two things are never quite the same. All of our confections are handcrafted, making these items perfectly unique to your order!
Do you have a product catalogue?
Yes - find it here
Can I update my shipping address?
If you have made an error in your shipping address, please give us a call at +1 (604) 221-4332, or send us an email at wholesale@butterconfections.com, within 24 hours of placing your order to have it updated.
Can I cancel my order?
If you would like to cancel or modify your order, please give us a call at +1 (604) 221-4332, or send us an email at wholesale@butterconfections.com, within 24 hours of placing your order to have it cancelled.
We are not able to cancel or modify orders after 48 hours of your order being placed. Please note, orders that have already been marked as shipped are no longer eligible for cancellations.
Cancellations are not guaranteed and are up to the discretion of our staff. Thank you for your understanding!
What do I do if my order was damaged in shipping?
We use third-party shippers to deliver our delicious confections to you.
Once the product leaves our facility, we are no longer responsible for its condition. This is particularly important when ordering fragile products like s’mores, shortbread cookies or s’more kits containing graham crackers.
If your product arrives damaged, please keep all packaging and claim with the courier that delivered your package. Click Here for more information.
Have another question?
Feel free to give us a call or email anytime during our business hours and we'd be happy to help!
Contact Information
Company Owner: Marion Van Keken
Marketing Manager: Marciana
Telephone: +1 (604) 221-4332
wholesale@butterconfections.com