FAQ

 

Frequently Asked Questions (FAQs)

1. How long will it take to receive my order?

  • U.S. Orders: Delivery times vary by location. Standard shipping typically takes 3–7 business days after processing. Expedited options are available at checkout.

  • International Orders: Delivery times vary by location. Check with the shipping carrier on delivery times after orders have been processed.

2. Do you ship internationally?
Yes! We ship to customers outside of the continental U.S. Shipping costs and delivery times vary depending on your destination and will be calculated at checkout. Please note that international orders may be subject to customs duties, taxes, or fees, which are the responsibility of the customer. Refer to our international shipping policy for further details.

3. How much does shipping cost?
Shipping rates are calculated at checkout based on your order weight, destination, and selected shipping method. Refer to our shipping policy for further details. 

4. How do I track my order?
You will receive a Shipment Confirmation email with your tracking number once your order has shipped. The tracking number will be active within 24 hours.

5. What if my package is lost or stolen?
If your package is marked as “Delivered” but you haven’t received it, check with neighbors or building staff first. If it’s still missing, contact the shipping carrier directly. Then notify us as soon as possible or within 3 business days so we can assist.

6. What is your return policy?
We accept returns within 30 days of delivery for unused items in their original packaging. Certain items such as final sale, custom products, are non-returnable. Original shipping costs are non-refundable.

7. How do I return an item?
Contact us for a Return Authorization and instructions. Customers are responsible for return shipping costs unless the return is due to our error or a defective item.

8. Do you offer exchanges?
Yes. Exchanges are typically processed as a return plus a new purchase to ensure product availability.

9. Can I cancel or change my order after it’s placed?
We process orders quickly, so changes or cancellations must be requested within 12 hours of placing your order. Once an order has shipped, it cannot be changed or cancelled.

10. Who do I contact for help?
You can reach our team via email pixelsvividusa@gmail.com or phone 305.990.7665  Monday–Friday, 9 AM–5 PM EST. We’re here to help!