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Customer Care


Phone: 1-800-366-7040

9:00 am - 6:00 pm EST (Monday-Friday)


We will reply within 24 hours


Orders, Delivery & Returns


How will I know that you've received my order?


  • An email confirmation of your order with summary will be sent promptly, if we have an accurate email address. You will receive a subsequent email when your product ships, including tracking information and a link to follow the status of your shipment


I would like to customize my order in another way. Can I?


  • We ask that you do not enter Special Instructions without prior approval or before placing your order. Please call us or email us to discuss what you would like.


Can I Change My Order After I Submit?


  • Once you click Submit Order, your order is sent directly to production and therefore, no changes can be made. All orders are FINAL
  • Our system does not store your credit card information. Therefore, we cannot add on/delete an existing order (this includes gift wrapping & Gift Messages).
  • Our system does not allow us to change the chosen design once the order has been placed. If you inform us after your order has been placed that you have entered the name or initials incorrectly, and production has already started, there will be an Up Charge to make the necessary changes due to materials and design time.
  • Please review your order on the review order page in detail, prior to selecting "Submit Order".
  • This also includes shipping address that was entered into the order


Can I Cancel My Order?


  • No cancellations once order is in production. All orders are made to order and are nonrefundable or returnable. When placing an order, please review your order thoroughly on the Review Your Order page to make sure it is exactly how you want your item to be made.


How will I know when my order will arrive? How can I track my Order?


  • To see what the approx. estimated ship date for your order will be, Login to your Account, look at the Comments, this will show the estimated ship date.
  • An email is automatically sent to the email address on your account once the tracker information is entered into our system.
  • Labels can be created up to 7 Business Days prior to actual shipping. Therefore, when checking the USPS website for your tracking, it may only say a shipping label has been prepared, but package has not been picked up - meaning your package is being prepared for shipment and will ship out shortly. Check back on the USPS site again to get updated


What if my item is lost or Shipping Information is Incorrect? Who is responsible?


  • Once your order is collected by the USPS, we are no longer responsible for its shipment time or delivery status.
  • Orders that show delivered on tracking system, CANNOT have a Claim Filed or be refunded.
  • If we have a confirmed delivery, Butterscotch Blankees is not responsible for covering the cost of the lost item or for a replacement item.
  • If the shipping address provided to us is incorrect and as a result an item is returned to us, the customer will be responsible for the shipping costs for the order to ship again.
  • If an order is returned and we must reship your order, a reshipment fee of original shipping amount will be payable. We ask that as much shipping information be provided as possible, including a telephone number where you may be reached.
  • If our system shows an a ship to address as non-deliverable or insufficient address when an order is submitted, we reserve the right to charge an address correction fee of $10 on orders that we cannot print shipping labels via USPS due to non-deliverable/insufficient addresses that are submitted on order. We will attempt to contact you via email or phone if we are unable to print a shipping label for a non-deliverable address. If we do not receive a reply, shipment will be sent to the billing address.
  • We charge a reship fee of $10.00 for each order that is returned to us as un-deliverable. You will be notified that your order was returned to us due to being unclaimed (a notice was left and the item was not picked up or rescheduled for re-delivery) or having an incorrect address,
  • If we need to charge you a reship fee, you will need to call or email your credit card information, as we do not store this, and pay prior to us reshipping it the item back out.



Will I receive all the items in my order at the same time?


  • If more than 1 item is placed on the order from different categories (i.e. blanket and hat), ordered items may be shipped in separate packages from different locations



How long will it take for my order to arrive:


  • Ship Dates shown on order are estimated,  below, are a close estimation of ship time, but are not guaranteed:
    • 1-2 items - ships on or before 12-14 business days from date of order, plus Travel Time
    • 3 items - ships on or before 15-20 business days
    • 4-5 items - ships on or before 20-25 business days
    • 6-7 items - ships on or before 25-30 business days
    • 8-12 items - ships on or before 30-35 business days
    • 13+ items will be on order under the comments section
  • Exceptions apply during peak season time {November-January}, and are not guaranteed after our holiday cut off dates on an order with more than 3 items.
  • For a guaranteed ship date, please select one of the Rush Fees.
  • Shipped on a Guaranteed Ship Date and is in addition to our Standard shipping charges.
  • Business Days to calculate Ship Dates are Monday – Friday and follow the USPS Holidays which are not considered Business Days. Christmas Eve & New Year's Eve are not considered business days
  • Special Sale items can take up to approx. 15-30 business days to ship. This includes any Special Sales where a coupon code is entered i.e Cyber Monday, Black Friday, etc.



Can I get it shipped faster than your standard ship dates?


  • For a guaranteed ship date, please select one of the 2 Rush Fee options that are available
    • Rush – 10 : items ship out within 10 business day from order date plus ship time ; $25.00 ( each item) via USPS Priority Shipping ( with up to 3 business days for travel time - USA only)
    • Rush – 4: items ship out within 4 business days plus from order date plus ship time $35.00 (each item) via USPS Priority Shipping (with up to 3 business day for travel time – USA only)
  • Rush fee charges are per item – NOT per order
  • Rush fee guarantees a Ship Date and is in addition to our Standard shipping charges.
  • Rush Fee Not applicable during the peak Holiday times
  • We do not offer Expedited (Over Night) shipping.



How do you calculate your shipping and handling charges?


  • Shipping costs are calculated by pound on total amount ordered – ($50 insurance included) within USA only below
    • 1lb = $10.00
    • 2lb = $13.00
    • 3lb= $15.50
    • 4lb = $17.50
    • 5-6lb = $27.00
    • 7-9lb = $31.00
    • 10-15lb = $40.00
    • 16+lb = $60.00
  • All shipping costs are added at checkout.



Can I ship to more than one address per order?


  • Our system only allows for one Ship To Address per order
  • No multiple shipping address on one order, no combined shipping for multiple orders
  • Different items (i.e. blankets pillows, scarfs, & hat) on 1 order may be shipped from different locations, and can ship on different dates.


Which Shipping Carriers do you use?


  • We ship the most economical way, using the USPS Priority Mail for all shipping.
  • An exception is made with our personalized 20” x 20” pillows which are shipped Parcel Select due to their size
  • All items are shipped with the Standard $50 insurance.
  • We do not ship packages with a Signature Required, except for Cashmere Blankets
  • If you wish to insure your shipment for more, or have a Signature Required added, please contact us.


Do you ship Internationally?


  • Yes, International packages are shipped International First Class through the USPS.
  • Travel time can be up to 2-3 weeks (in business days).
  • Tracking numbers will show when package has shipped and then via the last US sort Facility, but no further information will be available once it leaves the US and enters customs. We do not have any further information than what is shown on the USPS website tracking once the package leaves the US.
  • You may request international Priority Shipping with tracking through other countries at a charge of $45 (or more depending on the items destination and size). You will need to call our 800 number prior to placing your order, to have the added postage charged to your order.
  • No guarantee on delivery time on International shipments, as customs can hold packages up to 10 or more days.
  • Returns from Intentional shipments - we do not get any notification from customs if a package is being held and can take 1-5 months before package are returned to us.
  • Shipping charges do not include any duty fees. All duty fees are the responsibility of ship to address/recipient, (we do not know what the amount of duty is charged, this is set by Customs of Country).


Can I make a return?


  • We do NOT accept returns, give refunds or make exchanges on personalized items, unless we have made a mistake.
  • Remakes are for mis-spelling, reversed colors, or wrong design.
  • To make a return, provide the Order Number, the name on the order, and the mis-spelled name(wrong name)you received , and a picture if the item you received.
  • Remakes due to color mistakes are remade in the same colors ordered, no colors changes.
  • All inquiries regarding problem with the order must be submitted by the Original Purchaser.
  • Remakes for orders which we have made an error on, are generally reshipped within 4 business days (with exception during peak season).
  • If an item is returned to us to look at, we reserve the right to repair, or remake.
  • Remakes can be make for orders we have made a mistake on, 30 Days after delivery.
  • Customer is responsible for all shipping charges.



How Do I Use my Coupon Code?


  • Codes must be entered when placing order at checkout and are for Direct Retail Customers only.
  • Code discount cannot be applied once order has been submitted.
  • Only 1 Coupon Code can be applied to an order; limited time only
  • Not combinable with any other offers.
  • Shipping and handling charges still apply
  • Once an order is submitted, we are unable to change the discounted amount from one code to another code.
  • If our Store Shopping Cart encounters a computer qliche and an incorrect discount code is entered (i.e. Cashmere discount code for an Acrylic item) you may be contacted for an up-charge of the difference.
  • Coupon codes are for Direct Retail Customers only –
  • Wholesale customers not eligible to use coupon codes





Why is the item I ordered not exactly like it says on the website?


  • Due to the nature of handcrafting & designs, all sizes are approximate. All our knit items are individually made to order, one at a time, therefore slight size variances can occur.
  • Cashmere (and Metallics) sizes can have more variances in sizes due to being a fine wool. All cashmere blankets are pre-shrunk, and therefore, different color combination can be up to 3" smaller.
  • Lettering and placement for your blankets may look different than what is shown on the samples. This is due to the number and letters in your chosen name. Letters like "l" and "i" are narrow, while letter "a", "m", and "o", "w" & "y" are wider. The more letters in the name, the thinner the lettering may look. Names that contain a "y" in mixed case, may appear not to be centered on the blanket due to the "y" looping downwards (this especially true on Script fonts). For this reason, do not compare letters and placement from sample items to the item you have received. Letters are knit directly into our items, some letters such as a C, Z, S, W, J etc., may have an uneven edge which is normal on knit items. For this reason, lettering, placement & spacing are at the discretion of Butterscotch Blankees
  • Different color combinations can result in items varying in size slightly (up to 1 - 2").


What do I need to know about your cashmere yarn/products?


  • Our 100% Cashmere Yarns are hand dyed.
  • Cashmere can have the characteristic of lighter and darker areas, which means there can be a slight variation of color throughout the yarn. This does not mean this is an imperfection in the yarn. This is the nature of hand dyed.
  • Be aware that felting occurs when cashmere is over agitated or twisted, and the fibers begin to mat together so treat with the utmost care
  • Cashmere sizes can have more variances in sizes due to being a fine wool. All cashmere blankets are pre-shrunk. For this reason, different color combination can be up to 3" smaller after pre-shrinking.



How do I care for/wash my item?


  • For acrylic items, wash separately in Cold water, dry on low delicate heat, remove promptly. (Note that some items in Heathered/Darker Colors may seem rough upon arrival, these will soften after laundering.)
  • For Cashmere items, -
    • Hand Wash or Dry Clean for best results, or Machine Wash separately in Cold Water, on Delicate/Hand Wash Cycle
    • Dry on low delicate heat, until almost dry. Remove promptly.
    • See our Cashmere Care Page link on our home page for full instructions.
  • Use Fabric Softener sparingly on both Acrylic and Cashmere. While Fabric Softeners can make knit items feel soft, overtime they can build up on the fibers.
  • Butterscotch Blankees is not responsible for items due to improper laundering
  • Items will not be remade due to improper laundering.


What if the item gets damaged or snagged after I receive the item?


  • As with any fine quality knit item, we cannot guarantee our knit items against yarn snags/pulls after delivery, or pilling due to not washing separately (see below under Care Instructions),
  • We also cannot guarantee our items against fuzzing due to items being stuck to them, such as Velcro from bibs, diaper tabs, car seat straps, etc.
  • We do not guarantee against knots in the yarn. This is a natural occurrence when yarn is spun, but in no way means this is defect or the item will unravel. Once in while the knot can appear/pop through on the front of a blanket. If you receive an item with a knot that appears on the front, simply pull/push it to the back.
  • If you have any questions regarding any of the above, please do not hesitate to email or call us.


My 2 items are the same color but look different? Why?


  • Because of the way yarn is spun, there can be thinner and/or thicker parts to the yarn, creating a bump look in places. This is not a flaw in the yarn and generally go away after first washing.
  • All yarns have a few knots, this may show up on a blanket.  Simply pull the knot towards the back of the blanket.  It will not come undone.
  • We do not guarantee dye lots on any of our colors, or items within the same order. All yarn has a dye lot number. Yarns are dyed in batches. When a batch is dyed, the dye lot number is assigned. When the next batch is dyed, a new dye lot number is assigned. Even though the same dyes are used, there may be color variations.




Do you offer gift wrapping?


  • Yes! We have 2 options for wrapping your gift
    • 1) complementary wrapping which comes with each Butterscotch Blankee gift
    • 2) Iconic Butterscotch Candy Wrap – additional $5.00 charge
  • Gift wrapping must be selected at checkout and cannot be added once order is submitted
  • Some items may not be eligible for gift wrapping due to their size
  • International shipments cannot be gift wrapped do to customs regulations.



Can I Send a Note with my gift?


  • Yes! Your card message is included on the packaging slip
  • Up to 160 Characters & Spaces and 5 lines of text
  • The packaging slip shows no price information
  • If several item are placed on one order, we do not have any way to note on the gift wrapping or gift bag as to which item is which
  • Please do not add special instruction for knitting, wraping, or shipping in the Gift message area.











  • Please read each designs Product Description. Enter/Type name, initials, or monogram according to product description/ordering notes, and/or case selection, i.e. if description states all lowercase letters only, then please enter the name in all lowercase letters. Or if description states all uppercase, then enter the name or initials in all uppercase
  • Personalization options for our items range from Name Only, Initials (First, Middle, Last), Monogram (First, Last, Middle), Single Initial only
  • Name Only
    • One Name can be up to 8 consecutive letters with no blank spaces.
    • Some Scarfs & Pillows may only be able to accommodate up to 6 letters depending on the name).
    • No 2 names or spaces between names
    • No 2 capital letters in one name if mixed case lettering only. If a name with 2 capital letters is entered with no space between the names, {example, MaryAnn}, we will by default change to Mixed case letters (Maryann) without notification
    • If 2 names are entered on order with a space between names, we will by default change the order and only put the first name listed without notification.)
  • Initial(s):
    • If Initials is a personalization choice, the Initials will be placed in the order you have entered (not in monogram form with letter spacing as we do for a name)).
    • Initial or Single Initial = only One (1) initial is used on that particular design.
  • Monogram:
    • Monograms are 3 Letters only (First, Last, Middle)
  • Many of our designs are "As Shown" on sample, with no font or letter characterization choice. Please enter/type the name according to product description
  • As a suggestion, Script Fonts such as Amelia, and Corinthia, do not look good in All UPPERCASE letters. However, if you choose all uppercase we will do it that way. Some names, depending on the length and letter combinations can be harder to read on knits in script fonts.
  • We cannot use special characters such as quotation marks, periods, dashes, accent marks, number, "&", etc. (with exception where it is part of the design)




  • The accent color is the text on the blanket
  • Please choose your colors carefully. We do not contact you regarding your color choices or remake an item due to low contrast color choices.
  • We suggest not to select Pale Pink with Med. Pink as it is Very low contrast, but if these 2 colors are selected on order it will be made this way.
  • We do not use Pale Pink with White or Off white (with the exception of Cashmere colors). You cannot enter Pale Pink with White or Off White, it is to low contrast. Other low contrast combinations are: White with Off White, Pale Yellow with White or Off White, Hot Pink with Mulberry, Heather Pink and Pale Pink.
  • Please be aware that different color combinations can make yarn colors look different.
  • We do not guarantee dye lots on any of our colors, or items within the same order
    • If you order a hat, or pillow, and a blanket, the colors can vary slightly, due to different shipping locations not having the exact same dye lot of yarn.
    • We cannot guarantee the same dye lot of yarn will be used.
    • Wholesale customers - be aware that colors on orders taken may not be the exact colors as on your samples due to different dye lots. Acrylic Yarn Colors do not match Cashmere Yarn Colors.
    • We do not remake items due to dye lot differences.





  • Longer names will wrap around the entire brim of the hat, especially on the small size.
  • Variances do occur (up to 1") between lighter base colors and dark base colors.
  • Sizing Guidelines: children's head sizes vary so please select size carefully** (see more below)
  • Head Circumference is not the measurement of our hats, but with the stretch of the knit, should fit a head up to that size. Consider ordering the next size up if head circumference is close to stated measurement, or ordering  2 darker color combinations.
  • Regular hats have more stretch/give on the brim than earflap hats.





  • We can accommodate One Name up to 8 consecutive letters


However, due to the width of the scarf, some names with 8 letters may not fit, depending on the name. For this reason, we reserve the right to alter the letters slightly from what is shown on the samples to accommodate the long names. Initials will have the same spacing between letters as in a name.