Refund/Return Policy

PixieOrbit Refund/Return Policy

At PixieOrbit, we strive to deliver high-quality, one-of-a-kind accessories that bring joy and inspiration to your daily life. Please review our policies below regarding returns, refunds, and other concerns:

General

Since all of our items are custom-printed and made-to-order, they are non-refundable as they cannot be resold. If there’s an issue with your order, we’ll gladly work with you to find a solution. Please note, as all products are handmade, minor variations may occur.

Products with a manufacturing defect or mechanical issue—such as flaws that prevent them from being used for their intended purpose—will be replaced or reprinted and shipped at no cost to you.

Cancellations

Orders can be canceled within 12 hours of placement by contacting us. Once production begins, we cannot accommodate changes or cancellations.

Reporting Issues

If you experience an issue with your order, please report it to us within 14 days of receiving your item. Include clear photos that illustrate the problem, along with your order number. Contact us via email at sales@pixieorbit.com or call (305) 282-0981. Our team will review your case and provide an appropriate resolution, such as a replacement or credit.

Return Shipping

If a product issue is deemed to be a manufacturing defect, PixieOrbit will cover the cost of return shipping. For returns due to reasons other than a defect, the customer is responsible for return shipping costs. All returns must be received within 30 days of the return authorization.

Delivery Issues

We work with reliable shipping carriers, but delays or delivery challenges can occasionally occur. If there is an issue with your delivery, we will assist in contacting the carrier and opening a case if needed.

  • Incorrect Address: If an incorrect or insufficient address is provided, the shipment may be returned to us. You will be responsible for reshipment costs once an updated address is provided.
  • Missing Packages Marked as Delivered: If tracking shows your package as delivered but you cannot locate it, we can assist in filing a claim with the carrier. However, we do not remake orders marked as delivered.

Damaged Packages

If your package arrives damaged, please contact us. While PixieOrbit is not responsible for damage caused by carriers, we can help file a claim if the package was insured.

Cases Eligible for Refunds

Refunds may be issued in limited situations, including:

  • An order cannot be completed due to manufacturing limitations.
  • A cancellation is requested within the allowed 12-hour window before production starts.
  • The order contains a confirmed manufacturing defect.

Steps for Reporting Issues

To report an issue:

  1. Take clear photos of the problem, including close-ups if necessary.
  2. Email sales@pixieorbit.com with the subject line including your order number.
  3. Provide a detailed explanation of the issue.

We aim to respond to all inquiries within 48 hours. Our team will work with you to determine the best resolution, whether that’s a reprint, replacement, or other appropriate action.

Thank you for choosing PixieOrbit for your cosmic creations!