Delivery Time

Delivery Time = Processing Time + Shipping Time

The delivery time is compromised with the processing time of your order (to prepare your item to ship from our warehouse) and the shipping time (from our warehouse to your destination).

The estimated delivery dates are based on several factors, including the destination address and how quickly we can assemble and prepare your item for shipment.

International Shipping

*Due to the abnormality of logistics provider caused by the COVID-19, there may be a 2-4 days delay in processing orders.

We are excited to offer international shipping for most destinations of the world. The standard shipping will take 3 to 12 business days with extra 2 to 4 business days of processing time for every order. The price of international shipping is depending on the destination address and the weight of items. Duties and taxes are NOT included in the price of the goods you purchase from us or shipping fees. Any costs incurred for return packages and unpaid taxes will be borne by customers themselves. If you have any further questions, please contact our customer services at store@pixelhk.com.

*For the products marked with “free shipping in XX countries”, the shipping expense to these countries mentioned will be covered by PIXEL. However, customs duties and taxes may apply to these countries which should be paid by customers directly to their local customs authority.

Your package is expected to be delivered based on the time limit above, however, there might be some unknown force majeure factors existing to delay the delivery. In order to improve the service experience, we will provide you with 20% off your next purchase as compensation if the late delivery happens.

Delivery Claims

If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it; you must contact us within 10 days to file a claim.

We will assist you in working with the carrier to complete the claims process. Please note: Claims can take up to 30 days to complete (depending on the shipping carrier used).

PIXEL does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered. However, if the package is lost in transit, we’d like to offer a replacement for our customers. You’re welcome to contact us at store@pixelhk.com if there are any questions or problems related to lost/stolen package.

FAQs

Q: Which countries do you ship to?
A: We welcome international customers to order from most destinations of the world. However, considering the cost of international shipping, we cannot offer free shipping for every country or area (except some special products marked with free global delivery). For shipping fees on your specific order, please contact our service email store@pixelhk.com for more details.

Q: How will my delivery be shipped?
A: For specific countries and products, Amazon functions as our logistics partner to ship out our products. They will choose the carrier that they think works best for our customers. For international logistics, we usually choose DHL or UPS as our carrier.

Q: I ordered more than one item. Will they all be delivered at the same time?
A: We try to make sure all your items reach you at the same time. Sometimes our products are not always sent together since different shipping options can be used, depending on the product. Once an item has been shipped, you will receive a shipment notification email.

Q: Can I change the delivery address of my package after it has been shipped out?
A: The shipping address can be updated if you contacted us and we find it hasn’t been shipped out. Unfortunately, we cannot recall it back or change shipping destination once a package is already on the way to you. Please contact customer support store@pixelhk.com to check if the address is available to be corrected.

Q: What do I need to do when I received a different product with what I ordered?
A: Please contact customer support at store@pixelhk.com.

Contacting Us

You’re welcome to contact us at store@pixelhk.com if there are any questions regarding this shipping policy :)

FB page: pixelenterpriseltd

Contact number (Hong Kong): 852-64769004