Shipping policy

Pixelmade creates and ships custom products on demand. Below is everything merchants need to know about how shipping works when using Pixelmade as your fulfillment partner.

1. Production Time

Every product is made to order.
Typical production times are shown in the Pixelmade app, but please note:

  • Times may vary by product and season
  • Production usually begins shortly after payment
  • Orders generally cannot be changed or canceled once production starts

We recommend sharing realistic production timelines with your customers.

2. Shipping Methods & Delivery

We ship orders using trusted global carriers.
Delivery time depends on:

  • Destination
  • Carrier availability
  • Seasonal volume
  • Customs (for international orders)

Shipping estimates are helpful guidelines, but not guarantees.

3. Order Tracking

Once your order ships, you’ll receive a tracking number.
Tracking updates may vary depending on the carrier and destination.

You’re responsible for communicating tracking details to your customers.

4. Risk of Loss & Delivery Issues

After we hand a package to the carrier:

  • Responsibility passes to you or your customer
  • Pixelmade isn’t liable for:
    • Carrier delays
    • Weather issues
    • Packages marked “delivered” but not received
    • Lost or stolen packages
    • Problems caused by incorrect addresses

We’ll gladly help communicate with carriers when possible, but outcomes aren’t guaranteed.

5. International Orders & Customs

Pixelmade manufactures products in China, orders will be shipped your customers directly, and Pixelmade will take care of custom duties and taxes.

6. Shipping Address Accuracy

Before submitting an order, please make sure all shipping information is accurate.
Incorrect addresses may cause delays or lost shipments, and Pixelmade cannot reimburse these losses.

7. Your Role as the Merchant

To ensure a smooth experience:

  • Share production and shipping timelines with customers
  • Explain that customs fees may apply internationally
  • Handle customer support directly
  • Keep your store’s product info up to date

Pixelmade supports you—but we don’t interact with your customers directly.

8. Need Help With Shipping?

We’re here for you.
Email pixelmade@knitwise.com and we’ll be happy to assist.