Everything you need to know about getting your order and what to do if something isn't right.
Order Processing
All orders are processed within 1–5 business days (excludes holidays). Once your order has been fulfilled, please allow additional time for delivery based on your selected shipping method.
Shipping Options
|
Method |
Estimated Delivery |
|
Standard Shipping |
5–10 Business Days |
|
Expedited Shipping |
2–3 Business Days |
Free standard shipping is available on all orders $200 and over.
We ship via multiple carriers. The carrier assigned to your order will be selected at the time of fulfillment.
Order Tracking
Once your order ships, you will receive a tracking number. We highly encourage you to track your shipment and ensure you are available to receive your delivery upon arrival.
Weather & Delays
In the event of weather conditions or other unforeseen circumstances delaying your order, Potrillo Western Wear will not be responsible and will not offer refunds for shipping delays.
Lost or Damaged Shipments
If your package arrives damaged or is reported as lost by the carrier, please contact us immediately.
- Lost or damaged packages must be reported within 24 hours of the carrier-reported delivery date
- In the event of a lost package, we will work with the shipping carrier to conduct a lost package search
- Damaged packages may require inspection of the product before a replacement is sent
- If the carrier confirms the package was damaged in transit, a replacement will be sent once the carrier has taken possession of the damaged item
- Potrillo Western Wear is not responsible for packages stolen from residences or businesses
Returns & Exchanges
We do not offer cash refunds. All approved returns are issued as store credit or an exchange for an item of equal value within 30 days of your order's arrival date.
For full details on our return policy, including item condition requirements and final sale items, please visit our Return Policy page.
To start a return or exchange, email us your name and order number:
Email: support@shoppotrillo.com Phone: (281) 444-6575 — Monday–Friday, 9AM–5PM CST
Order Cancellations
Once an order is placed it may not be cancelled. If your order has not yet shipped, Potrillo may offer store credit for the total amount paid. If your order has already left our warehouse, you will need to wait for it to arrive and begin the return process.
Why Was My Order Cancelled?
In rare cases we may cancel an order due to the following:
- Loss Prevention — All orders go through a screening process. If our team is unable to reach you for verification after several attempts, the order may be cancelled.
- Insufficient Inventory — If an item becomes unavailable after your order is placed, you will be notified. If we are unable to reach you within 2 weeks, we reserve the right to cancel the order.
If our customer service team contacts you regarding your order, please respond at your earliest convenience to avoid cancellation.
Questions?
If your question isn't answered here, don't hesitate to reach out:
Email: support@shoppotrillo.com Phone: (281) 444-6575 — Monday–Friday, 9AM–5PM CST