FREQUENTLY ASKED QUESTIONS
Your satisfaction is our priority! If anything’s not quite right with your order, please reach out and we’ll make it right. If you don’t find what you’re looking for below, our friendly support team is ready to assist—feel free to contact us anytime!
Ordering
How to check order status?
You can subscribe to our newsletter, and once your order is shipped, we'll send you a tracking number via email so you can easily track your order.
Can I cancel or adjust my order?
We do our best to fulfill orders as quickly as possible. Once your order is submitted it cannot be cancelled or changed. If you have any questions, please email us.
Why can’t I check out?
Sometimes, by the time you're ready to check out, one or more items in your cart may have sold out. To check, go to your cart and click on "View Cart." There, you’ll see all the items you've selected. If anything is no longer available, simply remove it, refresh, and you're all set to continue with your purchase!
Was my credit card charged twice?
When you place an order, your bank or PayPal may place a hold on your account to authorize the payment. This is just a temporary hold until we complete the order process. The charge is finalized when we begin processing your order for shipment. If the hold hasn’t been released yet, please contact your bank for more information.
Why isn't my promo code working?
Make sure the toys you've selected are part of the promotion (link to current promotion). Only one promo code can be applied per order, so double-check that your promo code is still valid.
How do I know my order was placed?
Once you've completed the checkout process, your order number should appear on the screen. If you missed it, don't worry—just check your inbox for the confirmation email. If you can’t find it there, be sure to check your spam folder.
Why does the order say it's closed but I have not received my shipment yet?
"Closed" simply means your order has been processed and shipped. Once the carrier has scanned the package, you should receive an email with the tracking.
Shipping & Returns
How do I get free shipping?
Please check our shipping policy and subscribe to our newsletter, we will let you know if there is a free shipping promotion.
How is shipping handled?
Shipping Options
We offer two shipping methods:
- Standard Shipping (8 to 13 Days)
- Express Shipping (6 to 8 Days)
Order Processing Time
All orders are processed and prepared within 2 to 3 days. This processing time is already included in the total estimated delivery time for both Standard and Express shipping options.
- Orders placed by 2:00 PM (local time) will begin processing the same day.
- Orders placed after 2:00 PM will begin processing the next business day.
Shipping Locations
We currently ship to the following locations:
- United States, Canada, United Kingdom, Europe, Singapore, New Zealand, and Australia
Order Tracking
Once your order is shipped, you will receive a shipping confirmation email with tracking information. You can track your order directly through the carrier’s website using the tracking number provided.
Delivery Delays
While we strive to ensure timely deliveries, unexpected delays may occur due to factors beyond our control, such as customs processing or adverse weather conditions. We appreciate your understanding and patience in such situations.
Contact Us
If you have any questions regarding shipping or need assistance tracking your order, please contact our customer service team:
- Email: support@pixelcraftworld.com
- Phone: +32484363625
We’re here to ensure your shopping experience with Pixelcraft World is as smooth as possible!
How do I track my order?
We will send you the tracking number via email once the toys are shipped.
What is your return policy?
Please check our return policy
When will I receive my refund?
Refund Timing: If your return is approved, your refund will be processed within 15 days. The refund will be issued to your original payment method. Please note that the time it takes for the refund to be credited to your account may vary depending on your card issuer or financial institution.
Gift Cards
What is a Gift Card?
A gift card is a prepaid card that can be used as payment for products in our store, allowing the recipient to shop up to the card’s value. It's a convenient way to give someone the freedom to choose their own items from a particular online store.
Can I return the gift card?
Unfortunately, we cannot accept returns on sale items or gift cards.
Do the Gift Cards ever expire?
Except by law, no. If there is value remaining on your e-Gift Card, it will not expire. There are no fees applied
Promotions & Deals
How do I use a promotional code?
At checkout, simply type the promotional code in the discount code field and select “Apply.”
How can I know the promotion?
Subscribe to our newsletter, we will email you when there is a big sale, promotion etc.
Quality & Compliance
Are Pixelcraft toys safe?
Our products are thoroughly tested to ensure the safety of your child.