Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
Because most of our products are custom made and often enter production quickly, changes or cancellations must be requested as soon as possible after placing your order.
If your order has not yet entered production, we’ll do our best to help. Once production has started, changes or cancellations may no longer be possible.
Please contact us immediately with your order number.
How can I track my order?
How can I track my order?
You can track your order by logging into your Pixel Burn account and viewing your order history or click the link below.
Log in into your account
Once your order has been dispatched, tracking details will also be sent to you via email.
If you’re having any trouble locating your tracking information, our support team is always happy to help.
What if there is a problem with my order?
What if there is a problem with my order?
If something doesn’t look right, please contact us as soon as possible.
Include your order number and a brief description (and photos if applicable), and our team will investigate and resolve it quickly. Your experience matters to us.
I didn't receive all off my order?
I didn't receive all off my order?
If an item is missing, please reach out straight away. In some cases, orders may arrive in separate parcels.
If anything is genuinely missing, we’ll sort it out promptly once we’ve reviewed your order details.
Returns & Exchange
What is your returns policy?
What is your returns policy?
Due to the personalised nature of our products, we generally do not accept returns or exchanges for change of mind.
However, if your item arrives damaged, faulty, or incorrect, we’ll make it right in line with Australian Consumer Law.
How do I initiate a return?
How do I initiate a return?
To request a return or resolution, please contact our customer support team with your order number and details of the issue. Once reviewed, our team will guide you through the next steps.
For delivery-related issues such as damaged, missing, or stolen parcels, please submit a Pixel Burn Parcel Protection claim via the Help menu on our website.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Exchanges are assessed on a case-by-case basis.
For custom or personalised items, exchanges are usually only available if there is a fault or error with the original order.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once approved and received, returns or exchanges are typically processed within 3–5 business days.
If a replacement item is required, production and dispatch times will apply.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
We offer same-day production on selected orders, with fast dispatch Australia-wide.
Delivery times depend on your location and the shipping option chosen at checkout, but most orders arrive within 1–2 business days after dispatch.
Do you offer expedited shipping?
Do you offer expedited shipping?
Yes. priority overnight and guaranteed overnight shipping options are available at checkout where applicable.
We always recommend choosing overnight shipping for urgent or last-minute gifts.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
Address changes must be requested urgently after placing your order.
Once an order has entered our dispatch team the label has generally been created and we have been charged or it or been dispatched and left Pixel Burn, we may not be able to update the address but we will attempt to make this happen on your behalf.
