PIXEL RGB Tube Light Feras

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 support@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 support@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 support@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 support@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 support@pixelhk.com.

Contacting Us

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

FB page: pixelenterpriseltd

Contact number (Hong Kong): 852-64769004

Returns & Refund

We are thrilled to have you as a customer and are committed to excellence regarding the support we provide to you before, during and after your sale.

Here's a few helpful guidelines to understand about using this site. Please read our return policy below, we will do our best to assist you.

7 DAYS NO HASSLE RETURNS & EXCHANGES

We gladly accept returns and exchanges within 7 days of receiving for the following reasons:

• Faulty items damaged/broken, or soiled upon arrival.
• Items received in the incorrect model/color.
• Items have not met your expectation.

With these situations, please make sure Items are in brand new condition, in their original unaltered box and must include all packing materials, warranty cards, manuals, and accessories.

What if I changed my mind before receiving? Can I cancel my order?

It depends on whether your item(s) has been shipped or not. The processing time of our warehouse is 1-2 business days (it may be delayed during the COVID 19). We are not able to recall the package back when it's already been shipped out. Please contact us by email: support@pixelhk.com to check if your order can be canceled.

RETURN/EXCHANGE/REFUND CLAIM GUIDELINES

We will honor refunds in the chance that any item may be defective. However, we do not offer "just because" or "changed my mind" refunds. We are open to reviewing your situation on a case-by-case basis to give you the best service possible, and can make exceptions/refunds at our sole discretion.

Prior to returning any item, YOU MUST email support@pixelhk.com within seven (7) business days of receiving your order for pre-approval and obtain a Return Authorization Number (RA#). We may ask you to send pictures and videos to accompany your claim, so that we can get a real clear idea of how to help you. Our team will not be able to process any returned items without a product RA#.

Customer is responsible for ordering the return shipping (the way to PIXEL). We strongly recommend the use of a carrier that will track packages and confirm delivery, as we are not responsible for any items being lost on their way to us.

Returns must be received by PIXEL within 21 calendar days from the date the RA# is issued. Products received later than this date cannot be accepted for return.

All items must be returned in "as new" condition in the original packaging and include all accessories, blank warranty cards, and user manuals. Original boxes, packing materials, wrappers, and cartons are to be returned without markings, tape, folds or defacing.

For non-quality related claim, shipping fees are NOT eligible for refund. Items purchased originally with free shipping will have standard shipping fees deducted from the refund. Once the item is received at our fulfillment center, it takes 2 business days for the refund to be processed and then 1-5 business days for the refund amount to show up in your account.

For international orders other than the US, there might be a slight fee for international payment which is charged by your bank. Please note, the possible extra fee is NOT charged by PIXEL. If you find out the amount doesn't match with the amount shows on the PIXEL order page, please confirm it with your bank first. Besides, the payment currency for PIXEL is USD ONLY, which means international customers need to consider the exchange rate while purchasing from us if your bank currency is not in USD. PIXEL is NOT responsible for any loss from the exchange rate fluctuation when refunding.

1-YEAR WARRANTY CLAIMS FOR QUALITY RELATED ITEMS

For quality-related warranty claims, items will be replaced/repaired when the item is still available, otherwise a refurbished model of equal value will be sent. In situations where a replacement is not an available or preferred option, PIXEL will offer a partial refund according to the usage time of the device.

Warranties on all replacements follow the same warranty timeframe of the original defective item, or 3 months after being replaced, whichever is longer. Warranties on products are void after having been fully refunded.

CLAIM PROCESS

• Buyer must provide sufficient proof of purchase.
• The defective item’s visible proof depicting the defect are required. Photos or videos indicating the defective part are required.
• It may be necessary to return an item for quality inspection.
• For defective items that PIXEL needs to be returned, warranties on those replacements are voided if the wrong item is returned to PIXEL or if the defective item is not returned.
• PIXEL will evaluate the situation and generate a Return Authorization Number (RA#) if it’s eligible for maintenance or exchange. The RA# needs to be attached to the returned item.

VALID PROOF OF PURCHASE

• Order number for the defective item on https://store.pixelhk.com.
• Available warranty card.

SHIPPING COSTS MUST BE COVERED BY BUYER IN THE FOLLOWING SITUATIONS

• Returning products for any reason other than a proven defect.
• Warranty claims on items taken outside the original country of purchase.
• Buyer’s accidental returns.
• Returning wrong items.
• Returning items claimed to have defects but found by our quality control to be in working condition.
• Returning defective items in international shipping.

NOT COVERED UNDER WARRANTY

• Products without sufficient proof of purchase.
• Lost or stolen products.
• Items that have expired their warranty period.
• Not quality-related issues.
• Free products (by discount, free testing sample, or gifts).
• Repaired through third parties.
• Damage from outside sources.
• Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, operating devices improperly, mis-installed).
• Not purchased from https://store.pixelhk.com.

We’re trying to solve all the un-satisfaction with our after-sale service. You’re welcome to contact us for any problem with your orders, as we want to provide you a better shopping experience.

Contacts: support@pixelhk.com, FB page: pixelenterpriseltd.