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Frequently Asked Questions
Find answers about orders, delivery, returns, and downloads.
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Orders & Payment
How do I place an order?
Choose your product, select the available options, and add it to your cart. At checkout, enter your details and review your items, delivery address, and total before completing payment. For apparel, check the size chart before choosing your size.
Which payment methods can I use?
Choose from the payment methods displayed at checkout. Review your order total before completing your purchase.
Can I change or cancel my order?
Email support@pixelmarty.com as soon as possible with your order number and the change you need. We’ll try to help, but changes and cancellations are not guaranteed. Once production, fulfilment, or shipping begins, they may no longer be possible, subject to applicable consumer rights.
Where is my confirmation email?
Check your spam and junk folders first. If you still cannot find it, email support@pixelmarty.com with your name, the email used at checkout, and any order or payment reference you have. We’ll help check whether your order was received.
Shipping & Tracking
Where do you deliver?
We aim to serve customers in the United States, Canada, the United Kingdom, and other supported international destinations. Availability depends on the product and delivery address. Check the shipping options shown at checkout.
How long will delivery take?
For made-to-order products, delivery includes production time plus shipping time. Check any estimates provided on the product page, at checkout, or in your order messages. Timing varies by product and destination, and delays can occur during holidays or customs processing. Estimates are not guaranteed arrival dates unless expressly stated.
How much does shipping cost?
Shipping costs depend on your items, destination, fulfilment location, and shipping method. The applicable charge is normally displayed at checkout before payment. If a free shipping offer is available, check its conditions. International customs or import charges may apply separately unless expressly included.
How can I track my order?
Visit our Track Order page and enter your order number and the billing email used at checkout to check your store order status. When parcel tracking is available, you’ll receive a shipping confirmation with a tracking number or link. If you need help with a delayed delivery or tracking issue, email support@pixelmarty.com with your order number.
Sizing & Returns
How do I choose the right size?
Check our Size Guide and the measurements for your chosen product. Compare them with a similar item you own that fits well. Different styles can fit differently, so check the product’s measurements before ordering. Contact us before purchasing if you need sizing help.
Can I return an item?
A non-personalized physical item may qualify for return if you contact us within 14 days after delivery. It must be unused, unworn, unwashed, undamaged, and in its original condition and packaging. Personalized items are generally excluded unless faulty or otherwise protected by applicable consumer rights. Contact us before returning anything. For an eligible change-of-mind or wrong-size return, you may need to pay return shipping. See our Return & Refund Policy for full conditions.
What if my item is damaged or incorrect?
Email support@pixelmarty.com within 14 days after delivery. Include your order number, a description of the issue, and clear photos of the item, affected area, packaging, and shipping label. Keep the item and packaging until we provide instructions. After reviewing your claim, we’ll explain the appropriate resolution.
When will my refund appear?
Approved refunds are normally issued to your original payment method. After the refund has been processed, it may take approximately 5–10 business days to appear, depending on your bank or payment provider. If it has not appeared after the expected period, check with your payment provider, then contact us to confirm its status.
Digital Downloads
How will I receive my digital files?
Digital products are delivered electronically after successful payment. Depending on the product, your download may be available through the order confirmation page, your customer account, a download link, or email. No physical item will be shipped for a digital download.
What if I cannot access my download?
Check your order confirmation page, any available account downloads, and your spam or junk folder. If you still cannot access the file, email support@pixelmarty.com with your order number and a description or screenshot of the problem. Follow any download limits or link expiry dates stated for the product.
Are digital downloads refundable?
Refunds are generally unavailable once download or access has begun, except where required by applicable law. If your file is incorrect, corrupted, inaccessible, or materially different from its description, contact us. We’ll first try to restore access, replace the file, or correct the issue. An appropriate refund may be offered if the problem cannot be resolved.
Can I use a digital file commercially?
Check the licence terms for the specific product. Purchasing a file does not automatically include permission to use it commercially, share it, redistribute it, or resell it. Contact us before purchasing if you are unsure whether your intended use is allowed.
Custom Design
How do I request a custom design?
Contact us through our Contact Us page or email support@pixelmarty.com. Describe what you need and include the intended use, size, wording, reference images, and any deadline. We’ll review your request and discuss the scope, price, and timing before work begins.
What should I check before ordering a personalized item?
Review names, spelling, text, artwork, colours, sizes, and all selected options carefully. Personalized products are made to your specifications and are generally not returnable for a preference change or customer-selected error. Contact us immediately if you notice a mistake. Changes may not be possible once production begins. This does not affect your applicable consumer rights.
Can I cancel a custom design project?
Contact us as soon as possible. A full refund may be available if work has not begun. If research, drafting, design, or revisions have started, we may retain an amount reasonably reflecting completed work and costs incurred. Refunds are generally unavailable after final approval, delivery, or use in production, except where the work materially differs from the agreed requirements or applicable law requires otherwise.
Are additional revisions included?
Revisions depend on the scope agreed for your project. Confirm the included work and revisions before we begin. Additional revisions or changes outside the agreed scope may require an extra fee.
Still need a hand?
Get in touch for help with products, orders, or digital downloads.
