frequently asked questions
PRODUCTS
Partying with the planet in mind is our brand’s number one priority, which is why we choose to solely work with companies who are continually striving to do their part to be sustainable and responsible in their business practices. Click here to learn more about our print-on-demand vendor, Printful and to learn more about our apparel manufacturer Bella + Canvas, click here.
Why does my shirt have a vinegar smell?
When unpacking a new shirt or hoodie with a direct-to-garment (DTG) print, you might notice a vinegar-like smell or an off-white residue. Don't worry, that's not unusual - it's from a fixation agent applied during the printing process and it's not permanent. Fixation agent (sometimes known as pre-treatment) is used for all DTG prints across the industry. It helps the ink bond with the fabric, and without it, the ink would flake off the garment. The solution is simply to let it air out or if needed, wash the garment! Neither the residue nor the smell is permanent and both should go away after one wash.
DELIVERY
Where will my order ship from?
We work with an on-demand order fulfillment company called Printful, with facilities all across the Unites States.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address
● Ask your local post office if they have your package
● Stop by your neighbors in case the courier left the package with them.
If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at PixelsAndPop@gmail.com with your order number. If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.
If your order was returned to sender for any reason, you will receive an email from our customer service team to fix the issue once it has been delivered back to our fulfillment center. If you do not respond within 7 days, your order will be cancelled and refunded minus any relevant shipping fees. Once an item has been marked as returned to sender by the post office, the only option is to wait for it to arrive back at our warehouse.
ORDERS
How are your products made?
We work with a print-on-demand drop shipper. They have locations all across the United Stares, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently! We are very passionate about partying with the planet in mind so sustainability is very important to us. That is why we choose to solely work with companies who are continually striving to do their part to be sustainable and responsible in their business practices. Click here to learn more about our print-on-demand vendor, Printful and to learn more about our apparel manufacturer Bella + Canvas, click here.
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at PixelsAndPop@gmail.com!
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at PixelsAndPop@gmail.com within 48 hours of receiving it, with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
Can I change or cancel my order?
Due to the nature of print on demand, we are unable to make any changes to any orders or cancel them once they’ve been completed.
Do the prices shown on product pages include tax?
Prices shown on product pages do not include tax. Tax is calculated at checkout based on your shipping address and relevant tax rules.
My credit or debit card is not working
If your credit or debit card is not working, please verify that the following is correct:
● Credit or debit card number
● Expiration date
● CVV/card security code
● Cardholder name
● Billing address
● Sufficient funds or credit available
If you still are having issues, the best option is to reach out to your financial institution/bank directly.
Why was I charged more than once for an order?
If you use a credit card to place an order and it is declined for any reason (including but not limited to invalid CVV, expiration date, billing address, etc), you may see a pending charge on your account. If this happens, the pending charge will clear from your bank statement within 1-5 days.
Unfortunately if this happens, we are not able to do anything on our end. If you're concerned about the pending charges, your best option is to contact your bank. If these charges do not disappear from your account after 10 business days, please reach out to our team to investigate.
RETURNS
What’s your return policy?
We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at PixelsAndPop@gmail.com!
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at PixelsAndPop@gmail.com with photos of wrong/damaged items within 48 hours of receiving it and we’ll sort that out for you. If 48 hours has passed since delivery, we are unable to replace or refund your order.
Can I exchange an item for a different size/color?
At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at PixelsAndPop@gmail.com within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!