Delivery, Shipping & Protection Policy

Current as of: 9 June 2026 • Version: V2.8

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.

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1. Delivery Coverage & Courier Networks

Pixel Burn ships to eligible destinations throughout Australia and selected international locations using established national and international delivery providers.

Our courier networks include:

• Australia Post (eParcel and Express Post)
• StarTrack Premium
• Team Global Express Overnight
• CouriersPlease
• Aramex
• FedEx International Economy
• FedEx International Priority
• Other specialised national, regional or international providers where required

Courier selection may vary depending on parcel size, destination, product classification, service availability, estimated delivery speed and operational requirements.

Certain products, including dangerous goods, alcohol-containing gifts, oversized parcels and specialised laser equipment, may be restricted to particular courier networks or delivery locations.

Standard Delivery & Courier Substitution

Where an order is assigned Delivery Level: Standard, including orders where Standard Delivery is provided free of charge, Pixel Burn reserves the right to select or substitute the courier provider where a more suitable delivery option is available.

This may include using a different courier from the provider originally displayed or selected during checkout.

Where a substitution occurs, Pixel Burn will select an alternative service with an equivalent or faster estimated delivery timeframe than the original Standard Delivery service, based on information available at the time of dispatch.

Courier substitutions may be made for operational suitability, service availability, delivery efficiency or to provide a faster delivery option.

No additional shipping charge will apply solely because Pixel Burn substitutes the courier for a Standard Delivery order.

Express, Premium & Overnight Delivery

Where a customer selects Express, Premium or Overnight Delivery, Pixel Burn will fulfil the order using the corresponding delivery service speed once the order becomes eligible for dispatch.

If the originally selected courier is unavailable or unsuitable, Pixel Burn may arrange an alternative courier offering an equivalent or faster service speed.

The selected delivery level will not be downgraded when substituting courier providers.

All courier transit timeframes remain estimates unless an express delivery guarantee has been formally issued by Pixel Burn.

2. Order Processing, Production & Dispatch

Your order may move through several specialised teams, including Design, Production, Quality Control and Fulfilment, to ensure products are correctly prepared and securely packaged before dispatch.

Order processing and dispatch eligibility depend on the product ordered, stock availability, payment requirements, personalisation details and any necessary design approvals.

Production Commencement

Orders generally enter production within the applicable timeframe stated on the product page, subject to product eligibility and operational requirements.

Personalised products may require preparation, engraving, assembly or other production processes before dispatch.

Where a design proof is requested, production will not commence until the customer has approved the artwork.

Once production has been completed, the order undergoes the applicable quality checks and is prepared for dispatch.

Customers receive shipping confirmation and tracking information when their order is dispatched through the applicable courier network.

Artwork Proofs & Customer Approval

Where a customer requests a design proof, Pixel Burn will prepare and provide an artwork proof for review before commencing production.

Pixel Burn aims to provide requested design proofs on the same business day wherever reasonably possible.

However, the timing of the proof and any subsequent approval may affect same-day production and dispatch eligibility.

Customers are responsible for carefully reviewing all names, dates, spelling, wording, layouts, artwork and personalisation details before approving their proof.

Pixel Burn will not commence production of an order requiring artwork approval until that approval has been received.

Where a design proof is approved after the available production window has passed, or where insufficient time remains to complete production, quality control and dispatch preparation, the order will not qualify for same-day dispatch.

For example, a customer may select Overnight Delivery and request an artwork proof. If the customer approves the artwork after the available same-day production window, the order cannot be dispatched that day solely because Overnight Delivery was selected.

The selected courier service remains applicable once the order is ready for dispatch.

Same-Day Production & Dispatch

Pixel Burn offers same-day production and dispatch for eligible orders, subject to applicable product and fulfilment requirements.

Our standard dispatch cutoff is 6:00pm AEST.

Same-day dispatch eligibility may depend on:

• The time an order is received and confirmed.
• Product availability and stock status.
• Completion of payment authorisation, verification and processing requirements.
• Completion of any applicable order security checks, payment verification reviews or fraud prevention assessments.
• Receipt of complete personalisation information.
• Customer approval of requested design proofs.
• The production time required for the ordered products.
• Completion of quality control and dispatch preparation.
• Applicable courier collection schedules and operational availability.

Order Security & Payment Verification

Pixel Burn may conduct additional security, identity, payment verification or fraud prevention checks where reasonably necessary to protect customers, prevent unauthorised transactions and maintain the security of our services.

Orders selected for additional verification may be temporarily placed on hold while the relevant checks are completed.

Where additional information or verification is required, Pixel Burn may contact the customer before proceeding with production or dispatch.

The time required to complete these checks may affect same-day production and dispatch eligibility, regardless of the delivery service selected at checkout.

The 6:00pm AEST cutoff does not guarantee same-day dispatch for orders requiring outstanding approvals, additional production, stock replenishment, payment or security verification, or other fulfilment requirements.

Product Availability, Backorders & Pre-Orders

All orders, including personalised gifts, laser supplies, materials, accessories and laser machines, are subject to applicable stock availability, production requirements and fulfilment conditions.

Products advertised as available for pre-order, on backorder, awaiting replenishment or otherwise subject to extended availability timeframes may require additional processing time before dispatch.

Where an order contains a pre-order or backordered item, dispatch may depend on the applicable stock arrival, release date, supplier availability or product-specific fulfilment requirements, regardless of the delivery service selected at checkout.

Selecting Express, Premium or Overnight Delivery does not accelerate stock replenishment, supplier deliveries, product release dates or other pre-dispatch requirements.

The delivery service selected and paid for by the customer remains applicable once the order becomes eligible for dispatch.

For Standard Delivery orders, Pixel Burn may select an equivalent or faster courier service.

For Express, Premium and Overnight Delivery orders, the corresponding service speed will be maintained.

Estimated stock arrival dates, supplier availability dates and product release dates may change where circumstances affecting availability arise.

Urgent Orders & Specific Delivery Deadlines

Customers requiring an order for a particular date, event or occasion are encouraged to contact Pixel Burn as soon as possible after placing their order.

While we aim to accommodate urgent requests wherever operationally possible, contacting our team or selecting a faster shipping service does not automatically establish a guaranteed delivery date.

A delivery guarantee must be expressly issued and confirmed by Pixel Burn in accordance with our formal guarantee procedures.

3. Shipping Options & Rates

Pixel Burn offers multiple delivery services throughout Australia and selected international destinations.

Available shipping methods, rates and estimated delivery timeframes are calculated based on the order contents, delivery destination, product classification and selected shipping service.

Customers can review available shipping options and estimated shipping costs in the shopping cart, including the side cart where available, before proceeding to checkout. Final shipping options and charges are also displayed on the checkout page.

Australian Delivery Services

Standard Shipping
Shipping rate: FREE on eligible personalised gift orders from $39.99 AUD; $6.95 AUD below $39.99. Separate rates apply to other products.
Estimated transit: 2–4 business days.

Express Shipping (Australia Post Express Post)
Shipping rate: Calculated at cart or checkout.
Estimated transit: 1–3 business days.

StarTrack Premium Express
Shipping rate: Calculated at cart or checkout.
Estimated transit: 1–2 business days.

Team Global Express Overnight
Shipping rate: Calculated at cart or checkout.
Estimated transit: Next business day, by 2:00pm for eligible destinations.

All estimated transit timeframes are subject to courier network conditions, destination eligibility and applicable service availability.

These timeframes represent estimated courier transit after dispatch and do not include any additional production, design approval, backorder or pre-dispatch processing requirements.

Free Standard Shipping — Personalised Gifts

Eligible personalised gift orders receive FREE Standard Shipping for orders of $39.99 AUD or more within Australia.

Eligible personalised gift orders below $39.99 AUD incur a Standard Shipping charge of $6.95 AUD.

Free Standard Shipping applies to eligible personalised gift products only and does not automatically extend to laser blanks, engraving supplies, materials, machinery, equipment or other product categories subject to separate freight pricing.

Heavy, Bulky & Specialised Personalised Gifts

Certain personalised gifts may be excluded from complimentary Standard Shipping due to their weight, dimensions, packaging requirements or specialised freight handling.

This may include heavier gift products such as whisky decanter sets, large glassware gift sets, oversized personalised items and other products requiring additional transport or protective packaging.

A personalised gift may be excluded from the free-shipping offer even where the order value exceeds $39.99 AUD.

Where an exclusion applies, the available delivery services and applicable shipping charges will be calculated and displayed in the shopping cart or during checkout.

Pixel Burn reserves the right to apply product-specific shipping rates to heavy, bulky or specialised products based on their freight requirements.

Laser Supplies, Blanks, Materials & Equipment

Laser blanks, engraving supplies, acrylic sheets, wood materials, aerosol products, machinery, accessories and commercial equipment are subject to their own applicable shipping rates.

These products are not automatically eligible for complimentary Standard Shipping offered on qualifying personalised gift orders.

Shipping costs may vary depending on product type, dimensions, weight, dangerous goods classification, delivery location and courier availability.

Standard, Express, Premium and Overnight delivery options may still be available for eligible laser supplies, blanks, materials and equipment.

Available shipping services and charges can be reviewed in the shopping cart, including the side cart where available, before proceeding to checkout.

Final shipping options and rates are displayed during checkout.

Business Days & Delivery Calculations

Courier transit estimates generally refer to business days and exclude weekends and applicable public holidays.

Courier transit timeframes relate to the transportation period following dispatch or courier acceptance, rather than necessarily commencing when the order is placed.

Selecting faster shipping does not reduce the production or preparation time required for personalised products.

4. Website Delivery Estimates & Delivery Guarantees

Estimated Delivery Dates

Pixel Burn makes every reasonable effort to display accurate and up-to-date estimated delivery information using the data available at the time of checkout.

Delivery estimates may be calculated using information provided by our trusted third-party courier networks, including estimated transit times, delivery destination, available shipping services, network conditions and applicable dispatch schedules.

Other factors affecting fulfilment may include stock availability, production requirements, artwork approvals, payment processing and courier collection schedules.

Website Delivery Representations

All delivery dates and timeframes displayed on our website, product pages, shopping cart, checkout, order confirmations, tracking pages or customer communications are estimates unless Pixel Burn has expressly issued a guaranteed delivery commitment.

This includes statements such as:

• "Get it within 1 day"
• "Get it within 2 days"
• "Get it within 2–3 days"
• "Arrives tomorrow"
• "Estimated delivery by Friday"
• Other similar representations of expected delivery dates or timeframes.

These estimates are based on the information reasonably available when generated and may change where circumstances affecting production, dispatch or courier transportation arise.

A delivery estimate does not, by itself, constitute a guaranteed delivery date.

Formal Delivery Guarantees

Pixel Burn's standard procedure is to issue any express delivery guarantee through a formal written document bearing the handwritten, wet-ink signature of an authorised Pixel Burn representative.

Estimated dates displayed during checkout, courier tracking predictions, automated order communications and standard shipping service descriptions do not, by themselves, constitute a formal Pixel Burn delivery guarantee.

A written guarantee issued by Pixel Burn will specify the applicable delivery commitment and any associated conditions.

Changes to Delivery Estimates

Delivery estimates may be affected by circumstances including:

• Outstanding design proof approvals.
• Production requirements.
• Stock shortages, pre-orders or backorders.
• Supplier delays.
• Payment verification, security screening or fraud prevention reviews.
• Courier collection schedules.
• Transport network disruptions.
• Weather conditions.
• Customs processing.
• Public holidays and peak delivery periods.

Pixel Burn may update estimated delivery information where more current information becomes available.

Delivery Performance, Monitoring & Transparency

At Pixel Burn, we take delivery performance seriously and are committed to providing customers with accurate, reliable and up-to-date delivery information.

Our website integrates in real time with our trusted third-party courier networks to provide estimated delivery timeframes using the most current information available at checkout.

We actively monitor courier network conditions, including reported congestion, service disruptions and operational delays. Where relevant information is available, these conditions are taken into account when calculating or updating the estimated delivery timeframes displayed to customers.

Daily IT Monitoring, Security & Good Order

Pixel Burn's courier integrations and delivery estimation systems are subject to strict daily monitoring, maintenance and verification by our IT Support Team.

These procedures are designed to maintain the security and good order of our courier integrations and associated systems, ensuring they continue to operate accurately, reliably and efficiently.

Our monitoring processes include identifying potential technical issues, integration errors, outdated courier information and discrepancies that may affect the delivery estimates presented to customers.

These ongoing measures form part of our commitment to providing accurate, up-to-date delivery information in good faith.

Delivery Performance & Monthly Reporting

As part of our commitment to transparency, Pixel Burn monitors courier performance and publishes updated delivery statistics each month.

Our Delivery Performance

• June 2025 – June 2026: 97.3% on-time delivery rate.
• September 2026: 97.6% on-time delivery rate.
• October 2026: Awaiting end-of-month reporting.

These results reflect our historical delivery performance and our ongoing commitment to efficient order fulfilment, reliable courier partnerships and the active monitoring of delivery network conditions.

Historical delivery performance does not constitute a guarantee of delivery within a particular timeframe for an individual order.

Where a delivery issue arises, Pixel Burn will work with affected customers in good faith to investigate the circumstances and explore a fair and reasonable resolution.

5. Alcohol-Containing Product Deliveries

Alcohol-containing products can only be dispatched to delivery locations where the sale, supply, possession, carriage, and delivery of the alcohol contained within the order is permitted by applicable law.

Additional courier, delivery, and location restrictions may apply to alcohol-containing products and not all standard delivery services or destinations may be available.

Age verification, Identification & Signature

Alcohol-containing parcels require attended delivery. The person accepting the parcel must be at least 18 years of age and must provide valid photo identification confirming their age.

A signature is also required before the parcel can be handed over.

No Unattended Delivery or Authority to Leave

Alcohol-containing parcels must be handed directly to an eligible adult and cannot be left unattended.

Authority to Leave, Safe Drop, unattended delivery, and instructions requesting that an alcohol-containing parcel be left at the property do not apply to these orders.

If nobody who can satisfy the identification and signature requirements is available at the time of delivery, the courier may attempt redelivery, hold the parcel for further delivery or collection arrangements, or return the parcel in accordance with the applicable courier service and legal requirements.

Restricted Areas & Declared Dry Zones

Alcohol delivery is not available to declared dry zones or any other location where the sale, supply, possession, carriage, or delivery of alcohol is prohibited by applicable law or local alcohol restrictions.

Orders to Western Australia, the Northern Territory, and other locations affected by local alcohol restrictions may be reviewed before dispatch to determine whether the nominated delivery address is eligible to receive alcohol.

Pixel Burn may contact you where further information is reasonably required to verify the delivery location or determine whether an alcohol-containing product can be dispatched.

Where an alcohol-containing product cannot be fulfilled because the nominated address is not eligible for alcohol delivery, Pixel Burn will contact you regarding the affected order. Any applicable payment authorisation, cancellation, or refund will be handled in accordance with our Terms of Service and Refunds, Returns & Delivery Protection Policy.

Delivery Instructions

Delivery notes or instructions provided with an order cannot override an age verification, identification, signature, restricted-area, or other legal requirement applying to an alcohol-containing delivery.

Requests to leave an alcohol-containing parcel at a door, reception area, workplace entrance, safe location, with a neighbour, or at another unattended location will not override the applicable attended delivery requirements.

Where a particular courier service has additional requirements for alcohol delivery, those requirements will also apply.

6. International Shipping

Pixel Burn currently offers online international shipping to selected destinations, including New Zealand, the United States, and the United Kingdom.

Available international shipping services, pricing, and estimated delivery timeframes are displayed at checkout based on your destination, order contents, parcel size, weight, and service availability.

Alcohol-containing products are not automatically eligible for international delivery and may be unavailable for particular countries or destinations due to carrier, customs, import, or local legal restrictions.

New Zealand

Orders below the applicable free-shipping threshold, Express services, laser supplies, blanks, equipment, oversized products, and products requiring specialised freight may be subject to separate shipping charges. Available shipping methods and applicable rates are displayed at checkout.

United Kingdom

Orders delivered to the United Kingdom are shipped using FedEx international courier services. UK orders are not eligible for Pixel Burn’s Australian or New Zealand free Standard Shipping offers. Separate UK shipping rates and free-shipping thresholds apply.

UK shipping rates and free-shipping thresholds are shown in GBP and may also be displayed or converted within checkout depending on the currency selected on the Pixel Burn website.

International Customs, Duties & Taxes

• International delivery timeframes vary depending on destination, courier service, customs clearance, and local delivery network conditions.
• International parcels may be subject to customs inspections or clearance procedures before entering the destination country’s domestic courier network.
• Any import duties, taxes, customs fees, brokerage fees, or local government charges imposed by the destination country are the responsibility of the recipient unless those charges have been expressly collected by Pixel Burn during checkout.
• Customs processing or inspection may extend the estimated delivery timeframe and is outside of Pixel Burn’s direct control.
• Complimentary Parcel Protection coverage described within this policy applies to eligible Australian domestic deliveries unless otherwise expressly stated.

7. Complimentary Parcel Protection

Parcel Protection Coverage

Eligible Australian domestic orders include complimentary Parcel Protection at no additional cost.

Parcel Protection provides additional coverage for eligible delivery-related incidents involving:

• Parcels lost during transit.
• Parcels stolen during delivery.
• Products damaged during courier transportation or handling.
• Other incidents covered under the applicable Parcel Protection conditions.

Claims are subject to the relevant coverage terms, evidence requirements, eligibility conditions and assessment procedures.

Parcel Protection Claims & Customer Assistance

Where a shipment is reported as lost, damaged or stolen, customers may lodge a claim directly through our Parcel Protection portal or contact Pixel Burn Enquiries & Support for assistance.

Pixel Burn reserves the right, at its discretion, to initiate, submit and manage a Parcel Protection claim on behalf of a customer where we reasonably determine that sufficient information or evidence exists to support a potential claim.

This may occur following a customer enquiry, report of damage, suspected loss or theft, courier investigation or other relevant information brought to our attention.

Delivery Delays, Missed Events & Tracking Updates

Delivery delays, late or missed tracking scans, delayed tracking updates, estimated delivery dates being exceeded, or parcels that remain in transit do not, by themselves, qualify as lost, damaged or stolen shipments.

These circumstances alone do not establish eligibility for a Parcel Protection claim or an automatic refund from Pixel Burn.

Where a shipment is delayed and the customer subsequently misses an intended event, birthday, wedding, anniversary, celebration or other occasion, this does not, by itself, constitute grounds for a Parcel Protection claim, order cancellation or change-of-mind refund.

A customer's decision that an order is no longer required because an intended occasion has passed does not automatically invalidate the order or establish eligibility for a refund.

Where an express delivery guarantee has been issued by Pixel Burn, the applicable terms of that guarantee will be considered separately.

A parcel will not be treated as confirmed lost solely because tracking has not updated or the estimated delivery timeframe has passed.

Where necessary, Pixel Burn may contact the courier, request further tracking information or initiate a delivery investigation to establish the shipment's status.

Customer Information & Claims Administration

In accordance with the Privacy Act 1988 (Cth), applicable privacy requirements and our Privacy Policy, Pixel Burn may disclose relevant customer and order information to its Parcel Protection provider, claims administrators, insurers and delivery partners for the purposes of assessing, submitting, investigating, administering and resolving Parcel Protection claims.

Information disclosed may include:

• Customer name and contact details.
• Delivery address and order information.
• Product details and purchase value.
• Courier tracking and delivery records.
• Photographs and supporting evidence.
• Relevant customer communications concerning the reported incident.

Only information reasonably necessary for the relevant claim or investigation will be disclosed.

Customer information shared for Parcel Protection purposes is provided for claims assessment, administration, investigation, fraud prevention and resolution only.

It is not provided for advertising, promotional communications or unrelated marketing purposes.

All claims remain subject to the applicable Parcel Protection coverage conditions and assessment procedures.

8. Delivery Delays & Missed Occasions

Third-Party Courier Delays

While Pixel Burn works with trusted courier networks, delivery delays may occasionally occur due to:

• Courier congestion.
• Late or missed parcel scans.
• Depot processing delays.
• Transport disruptions.
• Severe weather.
• Public holidays.
• Customs processing.
• Peak delivery periods.
• Other operational circumstances.

Courier delivery estimates are guides rather than guaranteed delivery dates unless Pixel Burn has expressly provided a formal guarantee.

Missed Events & Refund Requests

Many Pixel Burn products are purchased for birthdays, anniversaries, weddings, celebrations, corporate events and other important occasions.

However, where an order has been correctly produced and dispatched, a third-party courier delay resulting in delivery after an intended occasion does not, by itself, entitle a customer to cancel the order or receive a change-of-mind refund.

This includes circumstances where the customer advises that the gift or product is no longer required because the occasion has passed.

A missed estimated delivery date or intended occasion does not automatically invalidate an order.

Where Pixel Burn has made a specific binding delivery commitment, or where the circumstances otherwise require a remedy under applicable law, the matter will be assessed accordingly.

Parcels Remaining in Transit

A parcel still moving through a courier network is not automatically considered lost because a tracking scan is delayed or an estimated delivery date has passed.

Pixel Burn may initiate a courier investigation, seek updated tracking information or request further assistance from the carrier.

A delivery delay alone does not automatically qualify as a Parcel Protection incident.

9. Lost, Damaged or Stolen Deliveries

Reporting a Delivery Issue

Customers who believe their parcel has been lost, damaged or stolen should contact Pixel Burn Enquiries & Support or use the Parcel Protection portal.

Reports should include the relevant order number and details of the incident.

Supporting Evidence

Depending on the nature of the incident, we may request:

• Photographs of damaged products.
• Photographs of the external and internal packaging.
• Courier tracking information.
• Delivery confirmation records.
• Information about the circumstances of the incident.
• Statutory declarations where reasonably required.
• Other relevant evidence requested during the investigation.

Pixel Burn may review courier scan history, GPS delivery records where available, photographic evidence, delivery confirmations and other investigation findings.

Claims & Resolution

Where there is reasonable evidence of an eligible Parcel Protection incident, Pixel Burn may initiate or assist with a formal claim.

Claims may be reviewed by the applicable Parcel Protection provider, insurer or courier.

Where appropriate, the outcome may involve a replacement, refund, credit or other resolution.

Parcel Protection assessments and courier investigations are separate from any remedies Pixel Burn is legally required to provide.

10. Fraud Prevention & Misuse of Parcel Protection

Pixel Burn maintains a strict policy against fraudulent, dishonest, misleading or intentionally falsified delivery-related claims.

Examples include:

• False claims of non-delivery.
• Intentional damage to products or packaging.
• Altered or fabricated evidence.
• Knowingly inaccurate statements concerning a delivery incident.
• Misuse of Parcel Protection services.
• Fraudulent claims relating to verified deliveries.
• Deliberate abuse of payment dispute or chargeback processes.

Delivery-related claims may be verified using courier records, delivery confirmation data, GPS information where available, photographic evidence, shipment investigations, account history and fraud screening systems.

Where fraudulent or dishonest conduct is reasonably established, Pixel Burn may take appropriate action, including:

• Declining fraudulent claims.
• Restricting future service.
• Suspending associated accounts.
• Cancelling affected pending orders where justified.
• Reporting suspected fraud to payment providers, courier networks, insurers, fraud prevention services or relevant authorities.

11. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee, statutory right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or other applicable legislation.

Parcel Protection is an additional service and does not replace Pixel Burn's obligations under applicable consumer protection laws.

Further information is available at www.consumerlaw.gov.au.

Business details

PIXEL BURN LASER PTY LTD
Trading as Pixel Burn Custom Laser Creations
ABN: 90 694 209 946
ACN: 694 209 946
Level 19, 10 Eagle Street
Brisbane QLD 4000
Australia

Phone: 1300 933 014
Email: enquiries@pixelburn.com.au