Most Common Questions

• How do I place an order?

  Placing an order is simple and only takes a few minutes.

  If it's your first time with us, please create your account and follow these quick steps:

  Choose your products

  1. Log in at the top right and enter the email address and password you chose during registration: click the "Log in" button and you're ready to go!

  2. Select the product and customize it by choosing the features you need

  3. Add the item to your cart and click "Continue shopping" if you'd like to add more products (up to 15 items per order)

  Please note that if you'd like to print different designs on the same product, you need to create an order with one print job for each design file. For example: to print 5 banners with different graphics, add 5 separate items (1 copy each) to your cart, then upload one file for each item.

  4. Review the summary of your selected product(s) in the cart: you'll have the option to edit the item(s) or update the cart if needed.

  Add your personal details

  1. Click "Proceed to checkout" to choose the shipping address and sender option (available only for accounts registered as businesses or sole proprietors). Select "Yes" if you'd like to receive an invoice and enter the billing address.

  2. Please read and accept the terms and conditions of sale before completing your purchase.

  Complete your order

  You'll be assigned an order number.

  Choose your payment method and upload your files (if you didn't already use Designer): your order is now complete!

  An order confirmation email will be sent to your email address for each completed order. You can review the summary of the products you selected either in the confirmation email or in your personal account under the "Your orders" section.

  We're here to assist you every step of the way: if you need help with registration, please read this article, and for more information about your first order, click here. If you still have questions, don't hesitate to contact us!

• Where can I find my oldest orders?

  After updating our website, orders you previously placed are still accessible.

  If you need information about orders placed on our older website version, you can find them in your account area:

  • Log in to your Pixartprinting account
  • Click on your name at the top right of the homepage
  • Go to the "Your Orders" section in your account
  • Click on the "Pre-07/21/2020 orders" button

  If you need a PDF invoice or other information not available in this section, please submit a request , and we’ll take care of it.

• Order Status

  You can check the status of your order directly from your account in the "Your Orders" section. Below are examples and explanations of the possible statuses of your items.

  • The order has not been paid yet: the status is "Open". The order is not completed. Check the job status to see if:
    • • Waiting for artwork/payment
      • Waiting for payment

  Order Status “Open”	Job Status

  • The order has been paid: the status is "Confirmed". Check the job status to see if:
    • • Waiting for artwork
      • Artwork validation (file check is ongoing)
      • Printing is in progress

  Order Status “Confirmed”	Job Status

  • The order has been shipped: the status is "Completed". In this case, all the items were shipped, and the shipping tracking is available in the job status:

  Order Status “Completed”	Job Status

  • Orders have been canceled:  the status is "Cancelled". In this case, all the items have been canceled:

  Order Status “Canceled”	Job Status

  If you still have any questions, please contact us. We're happy to help!

• How can I send a complaint?

  We strive to provide high-quality printed products and services within the estimated delivery timeframe you select.

  Having issues with your order? Not satisfied with the service you received? You can submit a complaint by following these steps:

  • Visit the “Need help?” page and click the button labeled "Fill out the form" located at the bottom right of the page.
  • Choose “Existing order.”

  

  • Complete the remaining fields: include your order/item number and provide a detailed description of the issue you encountered.
  • Upload photos to showcase the quality issue (this helps us investigate and improve).

  Your request will be reviewed and processed promptly.

  If you have further questions, please contact us. We're here to assist you!

• Can I advance or postpone an order delivery date?

  Unfortunately, this isn't possible.

  Once a file has entered the production process, it's no longer possible to change (advance or delay) the selected delivery date.

  Our production system doesn't allow us to adjust the priority assigned to an order, and therefore the timeline in which it's processed.

  If you have any additional questions, please contact us. We're happy to assist!

• How can I access to my account?

  Follow these steps to access your account:

  1. Enter your email address in the corresponding box located at the top right
  2. Type your password in the corresponding box
  3. Click the "Login" button

  If you need to reset your password, follow these steps:

  • Click "Forgot your password?"
  • A pop-up window will appear
  • Enter the email address you used when registering on Pixartprinting
  • We will send you an email with instructions on how to create your new password.

  The password recovery email may take 5 to 20 minutes to arrive. If you do not receive it, be sure to check your spam folder.

  If you still have questions, please contact us. We're happy to help!

• Where to find my invoice?

  Invoices are available in your account under the "Your Orders" section. Follow these steps:

  1. Log in to your Pixartprinting account using your email address
  2. Click on your name at the top right corner of the homepage
  3. Go to the "Your Orders" section in your account
  4. Select the specific order you're looking for
  5. You'll find the download button on the right side once the order is paid and the invoice is generated
  6. Download the PDF invoice

  Please note:

  • It may take a few days after payment for the invoice to be generated. Once the document is available, you will be notified by email with a link to download your invoice.

  • Invoices are issued only after payment is received. Cash on delivery is not available for US shipments, and we cannot create proforma invoices.

  • The invoice will only be available if it was requested during order confirmation. If you don't see it in the "Your Orders" section, it may be because you selected "I do not want an invoice".

  In this case, you won't find any document in your account. Please contact our customer care team to request the invoice (without tax details).

  For future orders, make sure to select "YES" in the Billing section when asked "Would you like an invoice?"

  • If you need to edit your invoice, please write to us. We’ll check with our finance department to see if changes are possible (changes can only be made to invoices generated within the last 12 months).
  • If your order was modified after payment (cancellation/editing), you will find three invoice documents:
    1. Invoice for the initial amount paid
    2. Invoice for the updated price (total amount increased or decreased depending on the changes)
    3. Invoice (credit note) for the initial invoice paid
  • Invoices are not sent with your order.
  • We provide invoices for shipments within the US rather than waybills.
  • If you need a payment receipt, please contact our customer service team.
  • Find here information about the details displayed on the invoice.

  If you still have questions, please contact us. We're happy to help!

   

• Do I need to create an account to place an order?

  You need to sign up to place an order: creating an account allows you not only to use our services (place a print order, purchase a Design Service, order a sample pack) but also to access exclusive promotions.

  Having an account lets you receive communications, special offers, invoices, stay updated about your orders/services, and manage your personal information.

  Check out this page for help creating your Pixartprinting account.

   

   

• Can I change the delivery address for an order that has already been placed?

  Unfortunately, once your order is confirmed, you cannot modify the delivery address on your own.

  1. When can you request a delivery address change?
     • For paid/unpaid orders
     • Only possible for addresses within the same country
     • Only possible before the shipment phase to avoid changes to the delivery date
  2. How to change the delivery address?
     • Please contact our customer service with the new detailed shipping address to apply the required changes.
     • For an order that has already shipped, please note that we will need to check the possibility of updating the address with the carrier. Be aware that any shipping address changes made after shipment may cause delays.
     • To create a new shipping address for future orders, please follow this article.

  If you still have any questions, please contact us. We’ll be happy to help!

• How can I unsubscribe from the Newsletter?

  To unsubscribe from our Newsletter, simply open any email you’ve received from us and click the "Unsubscribe" button located at the bottom of the message.

  

  Your unsubscription will take effect immediately; however, you may still receive emails that were already scheduled for delivery in the next few days.

  If you continue to receive Newsletters, feel free to contact us. Our customer support team is here to assist you!