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CUSTOMER CARE
Shipping & Delivery Policy
Information about production, shipping, tracking, and delivery.
Last updated: October 11, 2026
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This Shipping & Delivery Policy explains how PixelMarty processes and delivers physical orders. Many of our products are made through print-on-demand fulfilment partners, so production time and shipping time are calculated separately. Digital downloads are delivered electronically and do not require physical shipping.
1. Order Processing
Orders are reviewed and processed after payment is successfully authorized. Processing may include payment verification, order checks, preparation of digital files, and submission to a production or fulfilment partner.
Orders placed during weekends, public holidays, promotional events, or periods of unusually high demand may require additional processing time.
An order confirmation does not mean that the order has already entered production or shipped. You will normally receive another notification when tracking information becomes available.
If we cannot process an order because of unavailable products, payment problems, incorrect information, prohibited custom content, or another reasonable issue, we will contact you or cancel the affected order and issue any applicable refund.
2. Print-on-Demand Production
Many PixelMarty physical products are created specifically after an order is placed. Production time is separate from shipping time and begins after the order has been confirmed and sent to the fulfilment partner.
Production time may vary depending on the product, selected options, printing method, fulfilment location, order volume, and season. Personalized products may take longer if customer information, artwork, or approval is required.
Estimated production times are not guaranteed. Once production has started, changes or cancellations may no longer be possible.
Quality checks may occasionally extend production time. We prefer to allow the product to be prepared correctly rather than dispatch an item that does not meet the expected standard.
3. Shipping Destinations
PixelMarty aims to serve customers in the United States, Canada, the United Kingdom, and other supported international destinations.
Available destinations depend on the product, fulfilment partner, delivery carrier, local restrictions, and the shipping address entered during checkout. Some products may not be available for delivery to every country or region.
If delivery is unavailable for your address, the applicable shipping option may not appear during checkout or we may contact you after reviewing the order.
We may restrict shipping to certain locations because of carrier limitations, legal requirements, customs restrictions, or operational circumstances.
4. Shipping Costs
Shipping costs are calculated according to the product, quantity, package size, fulfilment location, delivery destination, and available shipping method.
The applicable shipping charge will normally be displayed during checkout before payment is completed. Products fulfilled from different locations may have separate shipping charges.
Promotional or free-shipping offers may have minimum purchase requirements, destination limitations, product exclusions, or other conditions. These conditions will be shown with the relevant offer.
Customs duties, import taxes, and similar destination charges are not included in the shipping price unless expressly stated otherwise.
5. Estimated Delivery Times
The estimated delivery period consists of production time plus carrier transit time. Any estimate shown during checkout, on a product page, or in an order message is provided for guidance and is not a guaranteed arrival date unless expressly stated.
Delivery times vary depending on the destination, shipping service, fulfilment location, customs processing, carrier network, seasonal demand, weather, and other circumstances.
Orders may take longer during holidays, sales, product launches, or periods of unusually high demand. International deliveries generally require more time than domestic deliveries.
PixelMarty is not responsible for delays outside our reasonable control, but we will assist with available tracking information and reasonable carrier enquiries.
6. Tracking Your Order
When tracking is available, you will receive a shipping confirmation containing a tracking number or tracking link. Tracking information may require additional time to become active after the shipping label is created.
Tracking updates are provided by the delivery carrier and may occasionally be delayed, incomplete, or inaccurate.
If your tracking information has not updated for an extended period or shows an unexpected delivery issue, contact support@pixelmarty.com with your order number.
Please check the delivery address and tracking updates regularly, especially when a signature, collection, or delivery instruction may be required.
7. Split Shipments
Products within the same order may be produced or stored at different fulfilment locations. As a result, an order may arrive in multiple packages on different dates.
Each package may have a separate tracking number and delivery estimate. Receiving only part of an order does not necessarily mean that the remaining items are missing.
Where available, separate tracking details will be provided for each shipment. Additional shipping charges will not be added after checkout solely because we divide an accepted order into multiple packages.
8. Address Changes
Customers are responsible for providing a complete and accurate delivery address during checkout. Please review the recipient name, street address, apartment or unit number, city, postal code, country, telephone number, and email address before placing an order.
Contact us immediately if you notice an address error. We will try to update the information, but an address change cannot be guaranteed after production, fulfilment, or shipping has begun.
PixelMarty is not responsible for delivery failure caused by incomplete or incorrect information provided by the customer. Where permitted by law, additional production, redirection, return, or reshipping costs may be charged to the customer.
9. Customs and Import Fees
International orders may be subject to customs duties, import taxes, value-added tax, brokerage charges, handling fees, or other charges imposed by the destination country or delivery carrier.
Unless expressly stated during checkout, these charges are not included in the product price or shipping fee and are the customer’s responsibility.
PixelMarty cannot predict or control customs charges or processing times. Contact your local customs authority for information before placing an international order.
Refusing to pay applicable customs charges may result in the package being delayed, returned, abandoned, or destroyed. Any resulting costs may be deducted from an eligible refund where permitted by law.
10. Delayed or Lost Packages
A package is not automatically considered lost because it arrives after the estimated delivery date. Carrier delays, customs processing, weather, holidays, and incomplete tracking updates may extend delivery time.
Before contacting us, check the tracking information, delivery address, household members, neighbours, reception area, and any safe location where the carrier may have left the package.
If the package remains missing or tracking has stopped updating for an unreasonable period, contact support@pixelmarty.com with your order number. We will review the shipment and may open an enquiry with the carrier or fulfilment partner.
Any replacement or refund will depend on the investigation, available evidence, carrier decision, and applicable consumer law. Claims must be submitted within a reasonable period after the expected delivery date.
11. Damaged Deliveries
Inspect your package and product promptly after delivery. If an item arrives damaged, materially defective, misprinted, or incorrect, contact us within 14 days after delivery.
Provide your order number and clear photographs of the product, the affected area, the packaging, and the shipping label. Keep the item and packaging until we provide further instructions.
After reviewing the claim, PixelMarty may offer an appropriate replacement, reprint, refund, or another remedy required by applicable law.
For complete eligibility and claim information, please review our Return & Refund Policy.
12. Digital Products
Digital downloads are delivered electronically and do not require physical production or shipping.
After successful payment, the download may be provided through the order-confirmation page, customer account, download link, or email. Delivery methods may vary by product.
Check your spam or junk folder if a delivery email does not appear. You are responsible for entering a correct email address and downloading the files before any stated link-expiration or download limit.
If you cannot access a purchased file, contact support@pixelmarty.com with your order details so we can assist you.
13. Contact Us
Privacy questions or requests?
If you have questions about this Privacy Policy, how PixelMarty handles personal information, or if you wish to exercise a privacy right, please contact us.
Email: support@pixelmarty.com
Website: https://pixelmarty.com
