Shipping policy
Delivery, Shipping & Protection Policy
Current as of: 18 May 2026
Version: V2.6
At Pixel Burn, delivery matters. Whether you are ordering a personalised gift, laser blanks, engraving supplies, or high-value laser equipment, safe and reliable delivery is part of our commitment to you.
All eligible Australian domestic orders include complimentary delivery protection and are dispatched using trusted Australian courier networks for added peace of mind.
Quick navigation:
- Courier networks
- Production & dispatch
- Shipping options & rates
- International shipping
- Parcel protection
- Delivery delays
- Lost, damaged or stolen deliveries
- Australian Consumer Law
Delivery coverage & courier networks
Pixel Burn ships Australia-wide using reputable national and regional courier providers. Courier selection is optimised based on parcel size, destination, and delivery speed to ensure your order arrives safely and efficiently.
- Australia Post (eParcel)
- StarTrack Premium
- TNT Express (Overnight Next Business Day)
- Other specialised national or regional providers where required
Courier selection may vary depending on parcel size, delivery location, service availability, and operational requirements.
Order processing & production workflow
Your order moves through several specialised internal teams—from Design to Production and Fulfilment—to ensure every item is produced accurately and packed securely prior to dispatch.
Production commencement
- Orders generally enter production within the timeframe stated on the product page.
- Personalised orders begin once all required custom information has been correctly submitted.
- If a design proof is requested, production commences only after formal approval is received.
- Once production is completed, your order is prepared for dispatch by our fulfilment team.
- You will receive a shipping confirmation and tracking details once your parcel enters the courier network.
Artwork proofs & approval requirements
- Proof approval delays will extend dispatch and delivery timeframes.
- Customers are responsible for reviewing all spelling, dates, names, layouts, and submitted information before approving a design proof.
Urgent orders & delivery deadlines
If your order is required for a specific event or deadline, please contact our team immediately after placing your order. While we prioritise urgent requests wherever possible, delivery dates cannot be guaranteed due to factors outside of Pixel Burn’s control once a parcel enters the courier network.
Shipping options & rates
We offer multiple delivery services across Australia. All available shipping methods, rates, and estimated delivery speeds are displayed at checkout based on your order contents and delivery location.
Available Australian delivery services include:
-
Australia Post Standard (eParcel)
FREE on eligible personalised gift orders over $39.99 AUD.
A flat $6.95 AUD shipping fee applies to eligible personalised gift orders under $39.99 AUD.
Estimated delivery: 2–4 business days after dispatch. Includes tracking and Parcel Protection coverage.
-
StarTrack Premium Express
Estimated delivery: 1–2 business days after dispatch for eligible locations.
-
TNT Overnight Next Business Day
Priority overnight delivery service available for eligible metropolitan and regional destinations.
Laser supplies, blanks & equipment
Laser blanks, engraving supplies, aerosol products, machinery, materials, and commercial equipment may have separate freight pricing depending on the product type, dimensions, weight, dangerous goods classification, and delivery location.
Applicable shipping costs for these products are calculated automatically within the shopping cart and during checkout.
Important delivery notes
- Free Standard Shipping: Applies only to eligible personalised gift orders over $39.99 AUD.
- Production vs Transit: Selecting a faster shipping method prioritises courier transit time only and does not reduce internal production time required for personalised items.
- Business Days: Delivery estimates refer to Monday through Friday and exclude weekends and public holidays.
- Authority to Leave: Some courier services may leave parcels in a safe location where permitted unless Pixel Burn choosing to include the additional request of a Signature on Delivery.
- Delivery Estimates: Courier delivery estimates are provided as guides only and are not guaranteed delivery dates unless explicitly stated otherwise.
International shipping
Pixel Burn currently ships to selected international destinations, including New Zealand and the United States.
- International delivery timeframes vary depending on destination and courier selection.
- Import duties, taxes, customs fees, or local government charges imposed by the destination country remain the responsibility of the recipient.
- Free Parcel Protection coverage applies to eligible Australian domestic deliveries unless otherwise stated.
Parcel Protection coverage
Eligible Australian domestic orders include complimentary Parcel Protection coverage at no additional cost.
Coverage may include eligible delivery-related incidents such as:
- Loss during transit
- Theft during delivery
- Damage sustained during courier handling
- Eligible incidents approved through the formal claims process
Coverage limits, eligibility requirements, and claim approvals are subject to the terms, conditions, and investigation requirements of the Parcel Protection provider.
Delivery timeframes & delays
While the majority of orders arrive within the estimated delivery timeframe, delays can occasionally occur due to courier congestion, severe weather, transport disruptions, public holidays, peak periods, operational delays, or other circumstances outside of Pixel Burn’s control.
Courier delivery estimates are provided as a guide only and do not constitute guaranteed delivery dates unless explicitly stated otherwise.
Courier delays, late scans, missed scans, routing delays, or transit disruptions do not entitle a customer to cancellation, refund, replacement, chargeback, or compensation unless required under Australian Consumer Law.
A parcel will only be considered lost once the courier network or Parcel Protection provider formally declares the shipment as lost following completion of their investigation process.
- Standard delivery typically ranges from 2–4 business days after dispatch.
- Premium Express delivery typically ranges from 1–2 business days after dispatch depending on destination and courier network conditions.
- TNT Overnight Next Business Day delivery is prioritised for next business day delivery to eligible metropolitan and regional destinations following dispatch. Delivery timeframes may vary for remote areas or locations outside the TNT overnight network.
Lost, damaged or stolen deliveries
If a delivery-related issue occurs, a formal Parcel Protection claim must be lodged and assessed before a replacement, store credit, or refund can be considered.
Pixel Burn may request that the customer either:
- Submit the claim directly through the Parcel Protection claims portal; or
- Provide formal permission for Pixel Burn to lodge and manage the claim on the customer’s behalf.
Claims may require supporting evidence including, but not limited to:
- Photographs of packaging and products
- Courier tracking information
- Proof of damage
- Statutory declarations where required
- Additional information requested by the courier or insurer
We rely on official courier records, GPS delivery data, photographic evidence, scan history, investigation findings, and insurance assessment outcomes when reviewing delivery-related incidents.
Replacements, credits, or refunds relating to delivery incidents are generally assessed through the formal Parcel Protection and courier investigation process.
Fraud prevention & misuse of Parcel Protection
Pixel Burn maintains a strict zero-tolerance policy towards fraudulent, dishonest, misleading, abusive, or exaggerated delivery-related claims.
This includes, but is not limited to:
- False claims of non-delivery
- Intentional product or packaging damage
- Providing altered, misleading, or inaccurate evidence
- Repeated suspicious claims behaviour
- Misuse or attempted abuse of Parcel Protection services
- Chargeback abuse relating to verified deliveries
All Parcel Protection claims are subject to verification using courier records, GPS scans, photographic evidence, delivery confirmation data, shipment investigations, account history, and fraud screening systems.
Where fraudulent, suspicious, abusive, or dishonest behaviour is identified, Pixel Burn reserves the right to:
- Deny the claim
- Refuse future service
- Suspend associated customer accounts
- Cancel pending orders
- Report the matter to payment providers, courier networks, insurers, fraud prevention agencies, or relevant authorities where appropriate
Australian Consumer Law
Nothing within this policy limits, excludes, or overrides any rights or remedies available to consumers under Australian Consumer Law.
Further information regarding Australian Consumer Law is available via:
www.consumerlaw.gov.au
Issued by Pixel Burn Laser Pty Ltd
Business details
PIXEL BURN LASER PTY LTD
Trading as Pixel Burn Custom Laser Creations
ABN: 90 694 209 946
Level 19, 10 Eagle Street
Brisbane QLD 4000
Australia
Phone: 1300 933 014
Email: customercare@pixelburn.com.au
