Most Common Questions

• Customer Service Hours & Contact Information

  Our Customer Service team is here to help Monday through Friday

  You can reach us through phone, live chat, or email from 9.00 AM to 6.00 PM ET.

  Here's how you can contact us:

  • Phone number: +1 844 938 6754
  • Live chat
  • Email: us.support@pixartprinting.com 
  • Online request form

   

  Our Customer Service will be closed on January 1st..

   

• Delivery time and Shipping costs

  To check the shipping fees for your order, simply view the total in your cart at checkout.

  Shipping costs are calculated based on the total weight and size of your order.

  For most products, you can choose from multiple delivery options.

  Prices will vary depending on how quickly you’d like to receive your items.

  Once you’ve configured your product, just select your preferred delivery time and enter the shipping destination. The final total, in USD, will be displayed automatically.

  Please note that delivery dates are estimates, and we do our best to ship on time.

  If your order is delayed, please contact us, we’re here to help resolve any issues quickly!

   

• 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!

   

• Shipping destinations: Can I ship internationally?

  Our .com website only processes orders for delivery within the United States.

  If you’re looking to ship to another country, please visit our .eu website at https://www.pixartprinting.eu/ . At this time, we do not ship to Asia, Africa, Oceania, South America, or Canada.

  Please ensure that both your billing and shipping addresses are within the same country. For example, if you're shipping internationally, the billing address must match the destination country, not a U.S. address. This policy helps us prevent fraud and stay compliant with international regulations.

  Also, any orders placed on our .eu website will be processed in Euros (€), not U.S. Dollars ($). Sales tax will be applied according to the regulations of the destination country.

  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!

   

• How to download and use a template

  You can download the template directly from the product page by selecting the "Prepare and upload" option.

  We recommend using Google Chrome and ensuring that pop-ups are allowed in your browser settings.

  Make sure to download the template after you finish configuring your product. This way, you’ll get a file with the correct size and layout. Open the template in your preferred design software (like Illustrator, Photoshop, or InDesign) and follow these guidelines:

  • The green line is the bleed margin (Extend your background graphics to this line to avoid white edges)
  • The magenta line is the cut path (the same dimensions the one you ordered)
  • The red line is the safe path (make sure text and all important contents stay inside this area to prevent them from being cut out)
  • For some products, you may see additional guidelines, and you’ll find a description of their functions.
  • Once you've completed your artwork, remove all the guidelines and the first page of the template
  • Save the file as a PDF without changing its dimensions, and don't include crop marks or other elements that aren’t requested
  • If one of the sides of your product is longer than 16 feet, you won't be able to download a template. Instead, please create your file at a 1:10 scale, with a resolution of 1000 ppi.
  • Upload your file once you've completed your order

  If you are unable to create the file on your own, please remember that we're happy to assist you at any time. Read this article if you want to use our free Designer online (available for most of our products)!

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

   

• When and where to upload your file

  We ask you to upload the print file at the end of the purchase process once you have obtained the order number, which will be visible online and also sent to you by email in the order confirmation.

  Here’s how it works:

  1. If your order is already placed:

     • Go to the Upload Area also located in the top menu next to your name

     • Select the correct order

     • Upload your file (from your computer or Dropbox, when available)

     • Be sure to click the “Upload” or "Proceed" button to complete the process

     • Repeat this for each job in your order; otherwise, the order will not proceed to production

     • If you haven’t paid yet, make sure to complete your payment

  2. If your product is still in the cart (order not placed yet):

     • Sign in and select the product you’d like to order

     • Customize your item, then click “Add to Cart” (you can add up to 15 jobs per order)

     • Click “Proceed to Checkout” to enter your shipping and billing info

     • Accept the Terms and Conditions, then click “Purchase”

     • Once your order number is generated, choose your preferred payment method

     • You’ll then see the “Send the file for printing” button

  Remember, you can use Designer – our free design tool available for most of the catalog – to create your artwork directly online. The tool is available both during checkout by clicking "Create your file" before adding the product to your basket, and in the File Upload Area once your order has been placed.

  Please note that you’ll have 15 days to complete your order with payment. After that, your order will be canceled automatically.

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

• File upload process: what to bear in mind

  Here’s what you need to know when uploading your files:

  • Upload your file at the end of the checkout process (either before or after choosing your payment method) via the dedicated Upload Area

  • Select your file from your device or upload via Dropbox (when available)

  • Maximum file size is 1.5 GB per file: depending on the file size, it might take a few seconds or a few minutes – please don’t leave the page

  • Depending on the product, we offer you the possibility to review and adjust your project directly online through our file preview service

  • An automatic quick check will be performed during upload

  • Always remember to click "Upload" or "Proceed" to complete the upload

  • You can also upload your files later via the Upload Area, but to avoid delays make sure to upload them by 7:00 PM ET on the day the order was placed

  • Please note: You have 15 days to complete your order with payment. After that, it will be automatically canceled.

  • Click here for detailed info on accepted file formats and page limits.

  For product-specific file instructions, please download the instruction and template from the product page.

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

• Spot color: What They’re Used For and How to Create Them

  You’ll only need to create a spot color for specific products when the file requires extra information that won’t be printed.

  Spot colors are non-printable colors used to indicate special actions on a product, such as custom cut shapes or special finishes.

  To ensure your file is print-ready, we recommend downloading the instruction guide available on the product page.

  Please note that Designer tool cannot be used to create files with spot colors.

  To create a spot color, please follow these steps:

  • Download the instruction guide from the product page and follow the steps using Adobe Illustrator or another vector-based design program.
  • Create a separate layer above your artwork layer and name it exactly as instructed.
  • Open the Swatches panel and either use the swatch provided in the template or create a new one:
  • If creating a new swatch: Name it exactly as shown in the instructions (including correct capitalization). Set the Color Type to “Spot Color” and enter the CMYK values provided in the instructions.
  • Use the spot color only to identify paths or fill vector shapes in the areas where the special action is needed.
  • Make sure Overprint is turned on for all paths in the dedicated layer
  • Do not use spot colors for design elements that are meant to be printed. Remember: spot colors are technical markers only and they won’t appear in the final print. They’re used to indicate things like custom cuts, special finishes, or white ink on non-white materials.
  • Save your file as a single PDF with all layers visible and active

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

• Promocode: how to use it

  If you’ve received a promo code, here’s how to apply it:

  • After you configure your product and get a quote, enter your promo code before adding the item to your cart. It is not possible to add a discount code once the products have been added to the cart

  • For some products, you’ll find the “Promocode” field at the bottom of the product page (right below the pricing and delivery options)

  

  For other products, click on "Do you have a promo code?" to display the field where you can enter the promocode. You can find this (blue) button in the summary table on the right

  

  • Enter the code, click Apply, and your total will update automatically

  Please note that discount codes can only be applied on the product configuration page, not in the cart. If you’ve already added the product to the cart without a discount code, click the paper-and-pencil icon to go back and apply it using the dedicated field.

  Already placed your order but forgot to use the promo code? You won’t be able to apply it afterward, but you can cancel the order and place it again (as long as it’s not in production yet). Here is how to cancel the order: Click here

  Discount Terms & Conditions:

  • Promo codes can’t be combined with other discounts or promotional offers

  • If you apply a promo code to a discounted item, the system will remove the ongoing discount and apply the voucher to the full item price

  • Promocodes are valid for a single order only

  • If the full value of the promo code isn’t used, the remaining balance can’t be transferred or reused

  Complaint Discount Vouchers:

  • All conditions above still apply

  • If you apply a promocode to a discounted item, the system will remove the ongoing discount and apply the voucher to the full item price

  • Valid for 1 year from the issue date

  • The product subtotal must exceed the discount value by at least $1.00

  PS: You can save the discount for a future order with a higher total, as long as it’s used before the voucher expires

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