Although the sealer we use on our concrete is food grade and safe, we don't recommend using these for direct food contact.

We recommend "strike anywhere" matches, which can typically be found at the grocery or hardware store. Please note that regular matches will not light when struck on the surface of our matchstick holder.

No. While it will catch most, some will inevitably be blown outside of the holder, especially if you are burning incense sticks or place the burning incense in a drafty area.

Do not submerge in water. Wipe clean with mild soap and water.

Always burn your incense on top of a heat-resistant surface. We recommend using a metal, concrete, or ceramic dish. Don't have one? Check out the concrete incense holders we make in-house.

When ready, light the tip of the stick and allow it to stay lit for a full 5-10 seconds before blowing out the flame. The tip should glow red and produce visible smoke. If it doesn’t, re-light and repeat.

Let the stick stand untouched while burning. Keep away from fans and window drafts. Keep unused incense sticks sealed when not in use. For best results, burn within a year of purchase.

Always burn your incense on top of a heat-resistant surface. We recommend using a metal, concrete, or ceramic dish. Don't have one? Check out the concrete incense holders we make in-house.

When burning incense cones on something porous (like concrete), try adding a small amount of table salt or sand underneath the cone in your burner. This can protect your the burner's surface from singe marks while also increasing airflow so your cone can burn all the way to the base.

When ready, light the tip of the cone and allow it to stay lit for a full 10-15 seconds before blowing out the flame. The tip should glow red and produce visible smoke. If it doesn’t, re-light and repeat.

Let the cone stand untouched while burning. Keep away from fans and window drafts. Keep unused incense cones sealed when not in use. For best results, burn within a year of purchase.

Should you encounter any unfortunate incidents or aren't satisfied with your order, simply file a claim with ShipInsure. Their dedicated Support team will promptly review your claim and respond within 24 hours.

If you purchased ShipInsure Package Protection, you'll receive an email from ShipInsure after your order is complete. This email will contain instructions on how to file a claim, along with your unique ShipInsure ID number (starting with SI).

The ShipInsure team will review your claim and get back to you within 24 hours.

In case you did not receive an email from ShipInsure, here's how you can file a claim:

1. Navigate to the File a Claim page.
2. Provide ShipInsure with your Email and Order Number.
3. Select the relevant items, Issue, and your Requested Resolution for the claim.
4. Finally, provide them with information about your claim in the "Tell us what happened" section.

The ShipInsure team will review your claim and get back to you within 24 hours.

ShipInsure offers two methods of resolution for approved claims: Reship and Refund.

If you choose Refund as your preferred resolution and your claim is approved, please note that refunds are typically processed within 2 business days. However, the exact timeframe may vary depending on your payment method. The refund will be processed back to your original payment method.

If you choose Reship as your preferred resolution and your claim is approved, ShipInsure will take care of processing a reorder for you. You will receive an order confirmation email once the reorder is placed on your behalf.

Claims must be submitted within 14 days of the package's date of delivery per the tracking details.

Not finding an answer to your question? Check out ShipInsure's FAQ and Help Center resources for more information.

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. Most orders go out within a few business days, though!

Send us a note with your order number and your requested order change to howdy@pretti.cool, and we’ll do our best to update your order for you.  

Please note that if the order has already gone out, we unfortunately cannot modify your order.

If you entered the wrong address, send a note with your order number and correct shipping address as soon as you can to howdy@pretti.cool, and we’ll do our best to fix that right up for you.

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

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 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.

Within 30 days of delivery.

If you would like to make a return, please email howdy@pretti.cool with:

• Your order number
• 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.

Oh no! We take care with our quality control and the way our products are packaged, but sometimes these things happen, and we will do our best to make it right! Please email us at howdy@pretti.cool with the following:

• Your order number.
• Images of the damaged/defective item.

We will respond within 1-3 business days.

Yes! Email us at howdy@pretti.cool for more information. We are also on Faire.

Sometimes. Generally, the custom projects we take on are for hotels, restaurants, or other brands. If you have a project in mind, please email us at howdy@pretti.cool with the general idea, desired quantities, budget, and timeline.