Shipping policy

Pocket Pixel is a small Australian online business. Here's how your order gets to you.

Where we ship
• We deliver to addresses in Australia only.

Cost
• Shipping is free on every order.

Delivery time
• Delivery usually takes 7–14 business days.
• Business days are Monday to Friday, not counting public holidays.

Where your order ships from
A third-party supplier we work with sends your Pocket Pixel to you from overseas. That's why delivery usually takes 7–14 business days, not just a few.

Tracking
If your order has a tracking number, we'll email it to you.

Delays and lost parcels
Sometimes a parcel takes longer than usual. This can happen at busy times, like before Christmas, or around public holidays here or overseas. Customs checks, bad weather or courier delays can also slow things down.
• If we find out your order will be late, we'll email you. You can choose to keep waiting, or cancel your order for a full refund.
• If your order hasn't arrived 14 business days after you ordered, please email hello@pocketpixel.com.au with your order number.
• We'll check with our supplier and email you back. You only ever deal with us.
• If your parcel is lost, or it still hasn't arrived after a reasonable wait, you can choose a replacement or a full refund to your original payment method.

Damaged, faulty or not as described?
If your Pocket Pixel arrives damaged, faulty or not as described, please email us before sending anything back. We'll arrange the return and pay the postage. We may ask for your order number and some photos or a short video. If you've already paid to send it back, we'll pay back the reasonable cost. See our Refund Policy for the full details.

Asked to pay a fee?
• If a courier or anyone else asks you to pay a fee to get your parcel, please don't pay anything until you've emailed hello@pocketpixel.com.au. We'll check it for you.

Check your address
• Please check your delivery address carefully at checkout, including any unit number and your postcode.
• If you spot a mistake, email us straight away and we'll do our best to fix it.
• After our supplier sends your order, we usually can't change the address.

Contact us
Questions about your delivery? Email hello@pocketpixel.com.au and include your order number. We'll get back to you as soon as we can.

Nothing in this policy takes away your rights under the Australian Consumer Law.