Processing Time

Since many of our products are made to order, we may require a 1-2 weeks processing time. Once we have it ready to go, we'll send you a confirmation email with tracking info.

Shipped to Wrong Address

Please take a moment to doublecheck the shipping info entered at checkout, as we cannot be responsible for locating packages sent to an incorrectly entered address.

If you entered the wrong address, please reply to your order confirmation email or email us at howdy@pretti.cool with your order number and the correct address, and we’ll do our best to update that for you.

Please note that if the order has already shipped, we unfortunately cannot modify the shipping address. Orders returned to us because of an invalid address are subject to an additional shipping charge if reshipped.

Refused Shipments

If you refuse delivery of any order, the package will be returned to us. You will receive a refund for the merchandise, but shipping charges are unfortunately non-refundable.

You'll be responsible for the original shipping charges to you, any duties/customs/taxes charges incurred on the roundtrip shipment, and the cost of returning the package to us. This amount will be subtracted from your merchandise refund. If you have any further questions, please contact us at howdy@pretti.cool.

Lost or Stolen Packages

We unfortunately cannot be held responsible for lost or stolen packages, but we will do everything we can to help. Please file a claim with the shipping provider and message us at howdy@pretti.cool with the claim number so we can help assist.

If you got a notification that your parcel was delivered but haven't seen it show up yet, please wait an additional day or two before contacting us. We're seeing a lot of parcels marked as delivered before they actually show up, but most of the time they just arrive the next day.

ShipInsure Package Protection

Adding ShipInsure Checkout+ at checkout covers your order against loss, theft, or damage in transit, and adds a satisfaction guarantee if your purchase isn't quite right.

To file a claim, head to pretticool.shipinsure.net/claims within 14 days of delivery. ShipInsure responds within 24 hours and resolves approved claims with a reship or a refund. More about ShipInsure here.

If you opt out of ShipInsure at checkout, we cannot be held responsible if your package is lost or stolen.

Shipping Costs

Shipping costs are calculated at checkout. Please note that any free shipping offers will only be applied to the ground rate.

Local Pickup

If you're in Houston, local pickup is available by appointment only. Pickup isn't an option at checkout, so place your order and email us at howdy@pretti.cool with your order number, and we'll set up a time for you to come by.

Items Shipped From Our Partner Brands

A small number of items in our shop ship directly from the brands we partner with. Because these come straight from our partners, free shipping offers and order thresholds don't apply to them — shipping on those items is calculated separately at checkout, even if the rest of your order qualifies. You'll see a note on the product page for anything that ships this way.

International Shipping

For orders placed outside of the United States, local duties and taxes may apply and will be billed to you separately by the shipping carrier.

Damaged or Incorrect Items

If something arrives damaged or isn't what you ordered, email howdy@pretti.cool within 10 business days of delivery with your order number and a few photos, and we'll make it right.

If your order was protected with ShipInsure at checkout, you can also file a claim directly at pretticool.shipinsure.net/claims within 14 days of delivery.

Returns

We accept returns on items that have not been used or damaged within 30 days of delivery. Please note that we do not cover the shipping cost on returned items; the cost of the return shipping label will be deducted from the amount refunded to you. We are also unable to accept returns on items purchased from third parties.

If you would like to make a return, please email howdy@pretti.cool with your order number and what item(s) you'd like to return. We will respond within 1-3 business days with a return label. Alternatively, if you would prefer to arrange your own shipping back to us, simply let us know, and we will respond with our return address.

Once we have received your returned item and confirmed that it has not been used or damaged, we will issue a refund to your original form of payment.