Most Common Questions

• How do I place an order?

  Placing an order is quick and easy, and it only takes a few minutes.

  If this is your first time ordering with us, please create your account and follow these steps:

  Choose your products

  1. Log in at the top right by entering the email address and password you chose during registration: click the "Login" 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. If you’d like to add more products (up to 15 items per order), click "Continue Shopping"

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

  4. Review 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 select the shipping address. If you need an invoice, select "Yes" and enter your billing address
  2. Read and accept the terms and conditions of sale before completing your purchase

  Complete your order

  Once you place your order, you’ll receive an order number.

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

  You’ll receive an order confirmation email for each completed order. You can review the details of your purchase in the email or under "Your Orders" in your personal account.

  We're here for 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, please contact us. We're happy to help!

• Order Status

  You can check your order status anytime by going to the "Your Orders" section in your account. Below are the different order statuses you might see, along with what they mean.

  • The order has not been paid yet: the status is "Open". The order hasn’t been completed yet. Check the job status to see if:
    • We're waiting for your artwork and/or payment
    • We're waiting for your payment

      Order Status “Open”	Job Status

  • The order has been paid: the status is "Confirmed".Check the job status to see if:
    • We're waiting for your Artwork
    • Artwork validation (file check is being checked)
    • Printing is in progress

      Order Status “Confirmed”	Job Status

  • The order has been shipped: the status is "Completed". In this case, all items in your order have been shipped. You can find your tracking information in the job status section

    Order Status “Completed”	Job Status

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

    Order Status “Canceled”	Job Status

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

   

• How can I submit a complaint?

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

  Having trouble 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 "Fill out the form" button at the bottom right of the page
  • Select "Existing order"

  

  • Fill in the remaining fields: provide your order/item number and a detailed description of the issue you encountered
  • Upload photos to highlight the quality issue (this helps us investigate and improve)
  • Your request will be reviewed and processed promptly.

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

   

• Can I Change My Order’s Delivery Date?

  Unfortunately, this isn't possible.

  Once a file has entered the production process, we can no longer advance or delay the selected delivery date.

  Our production system doesn’t allow us to adjust an order’s priority or timeline once it’s in progress.

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

• How to access my account?

  Follow these steps to sign in to your account:

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

  If you forgot your password, follow these steps:

  • Click "Forgot your password?"
  • A pop-up window will appear
  • Enter the email address you used to sign up on Pixartprinting
  • We'll send you an email with instructions on how to reset your password.

  The password recovery email should arrive within 5 to 20 minutes. If you don’t see it, check your spam folder.

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

• Where to find my invoice?

  You can easily access your invoices right from your account. Here's how:

  1. Sign 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 personal area
  4. Select the order you're looking for
  5. If the order has been paid and the invoice is ready, you’ll see a download button on the right.
  6. Download the PDF invoice

  Please note:

  • Invoices are generated after payment is received; this may take a few days. When it's ready, we’ll email you a link to download it.
  • Invoices are issued only after payment is received. Cash on Delivery (COD) is not available for U.S. shipments, and we’re unable to issue proforma invoices.
  • Invoices are only issued if you selected “Yes” during checkout when asked if you'd like one.

  If you chose “I do not want an invoice,” it won’t be available in your account. In that case, reach out to Customer Care if you still need a document (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 make changes to your invoice, please write us. Our finance team will check if it's possible (edits can only be made to invoices created within the last 12 months).
  • If your order was edited or canceled after payment, you will see up to three separate invoice documents:
    1. Original invoice for the amount paid
    2. Updated invoice showing the new total
    3. A credit note adjusting the original invoice
  • Please note that invoices are not included with your shipment.
  • For USA orders, we issue proper invoices; not packing slips or waybills.
  • If you need a payment receipt, reach out to our Customer Service team.
  • You can also find more about what's included on the invoice here. 

  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'll need to sign up to place an order. Creating an account not only gives you access to our services but also unlocks exclusive promotions.

  With an account, you can receive updates, special offers, and invoices, track your orders and services, and manage your personal information easily.

  Need help creating your Pixartprinting account? Check out this article.

• Can I change the delivery address after placing an order?

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

  When can I request a delivery address change?

  • For both paid/unpaid orders
  • Only if the new address is within the same country (USA)
  • Only before the order ships to avoid delays in delivery

  How do I change the delivery address?

  • Please contact our customer service with the full, updated shipping address so we can apply the change
  • If your order has already shipped, we’ll need to check with the carrier to see if the address can be updated. Please note that changes after shipment may cause delivery delays
  • To add a new shipping address for future orders, check out this article

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

   

• How Do I Unsubscribe from the Newsletter?

  To stop receiving our newsletter, just open any promotional email from us and click the “Unsubscribe” link at the bottom of the message.

  Your request will be processed right away, but you might still receive a few emails that were already scheduled before your unsubscribe request went through.

  Still getting emails? Feel free to contact us. Our Customer Service team is happy to help!