FREQUENTLY ASKED QUESTIONS
How do you ship?
The Present Pony uses USPS and UPS to ship our packages. Tracking information is sent to customers who provide either an email address or sms capable telephone number with their order.
How long does shipping take?
We have three shipping options (Standard, Priority and Rush) to help you get as close as possible to your desired delivery date!
Note: We ship from a northern Chicago suburb.
FREE Standard with $50 purchase: 1 business day processing + 2-7 business days shipping time (depending on location, see above) = gift arrival between 3-8 business days.
USPS priority ($9): 1 business day processing + 2-5 business days shipping time = gift arrival between 2-5 business days.
Rush shipping: 1 business day processing + 1-2 business days = gift arrival between 1-3 business days.
International Shipping: We will ship to Canada and Mexico, please contact us for shipping information.
**all orders must be placed before 9am to be processed same-day.
**Additional delays may occur for orders placed on/around national holidays (i.e when the post office isn't open, shipping is affected).
What is "processing" time?
This is our team receiving your order, hand-packing and handwriting your card and prepping for shipment.
Do you put receipts in the packages?
The Present Pony includes a packing slip to allow the recipient to verify all items you hand selected are included in their Care Package. This slip does not have any prices listed. Since almost all of our orders are surprises, we do not include receipts or invoices with our shipped packages. You will get an email with your order information and receipt.
There is a problem with my order.
Please send me an email with the issue.
My tracking info says DELIVERED but the recipient can't find it, what do I do?
First, make sure it wasn't left on her step or isn't with her doorman, etc. Next, call USPS, we have known the Post Office to hold an item for pickup. Get all the info you can and Please send me an email with the issue. . We will work on our end to figure out what went wrong, but it always helps when you get the ball rolling! We never want to disappoint our customers, and we'll work super hard to make this right.
If your order was returned to us, you'll be refunded for all the items you purchased once we receive the box. Note: you will be charged a $10 restocking fee.
I entered the wrong address, what do I do now?
If you just ordered, please Please send me an email with the issue. ASAP and we will correct the shipping label. If your order has already been shipped to the wrong address due to an input error unfortunately our hands are tied. We recommend calling USPS, they may be able to help.
Do you do same day delivery?
We don't have our own delivery service, which means we can't do same-day stuff.
I misspelled a word in my card on purpose!
This is pretty common. Because inside jokes exist, we write in each word exactly as you typed it in--so please double check your cards prior to checkout!
What's your refund policy?
All sales are final. But we're sure your recipient will love them!