Shipping policy
PEBBLEPIX SHIPPING POLICY
Last updated: July 2026
Thank you for shopping with PebblePix. This Shipping Policy explains our order processing, shipping, tracking, customs, and delivery procedures.
For shipping questions, please contact:
Email: support@pebblepix.com
Website: pebblepix.com
1. PROCESSING TIME
Processing time is the time needed to prepare, pack, or make your order before it is handed to the shipping carrier.
Our estimated processing times are:
• Regular in-stock DIY products: 3–5 business days
• Custom DIY kits: 5–7 business days
• Finished custom pieces: 7–12 business days after design approval
Business days do not include weekends or public holidays.
For custom orders that require a digital preview, processing time begins after the customer approves the preview and provides all required customization information.
If an order contains products with different processing times, the order may be shipped together according to the item with the longest processing time.
2. SHIPPING TIME
Shipping time is separate from processing time.
Estimated delivery times depend on the destination, shipping method, carrier, customs processing, and local delivery conditions.
Available shipping methods and estimated delivery times will be displayed at checkout when available.
Delivery estimates are not guaranteed. Delays may occur because of:
• Customs inspections
• Carrier disruptions
• Weather conditions
• Public holidays
• Peak shopping periods
• Incorrect or incomplete addresses
• Remote delivery locations
• Other circumstances outside our reasonable control
3. WORLDWIDE SHIPPING
PebblePix offers international shipping to eligible destinations available at checkout.
Some countries, regions, remote areas, military addresses, or restricted locations may not be available for delivery.
If your destination cannot be selected at checkout, please contact us before placing an order.
4. FREE SHIPPING
Free worldwide shipping is available on eligible orders of $60 USD or more after discounts and before any applicable taxes, duties, or additional charges.
Free shipping:
• Applies only to destinations available at checkout
• Uses the shipping method selected or assigned at checkout
• Cannot be exchanged for cash or applied to a previous order
• May exclude certain restricted or remote destinations when delivery service is unavailable
If an order falls below the free-shipping threshold after a cancellation, adjustment, or partial refund, the original shipping cost may be taken into account where permitted.
5. SHIPPING RATES
For orders below the free-shipping threshold, shipping charges are calculated and displayed at checkout.
Shipping costs may vary based on:
• Destination
• Package weight and size
• Product type
• Available carrier
• Selected shipping method
The final shipping amount will be shown before payment is completed.
6. ORDER TRACKING
When tracking is available, a shipping confirmation email containing the tracking number or tracking link will be sent after the order has been dispatched.
Please allow time for the carrier’s tracking system to update after shipment.
International tracking may not update at every stage of transit. In some cases, tracking information may pause while a package is moving between countries or being processed by customs.
A shipping confirmation does not mean the package has been delivered. Please follow the carrier’s tracking information for delivery updates.
7. CUSTOMS, DUTIES, AND IMPORT TAXES
International orders may be subject to import duties, customs fees, brokerage fees, local taxes, or other charges imposed by the destination country.
If these charges are not clearly shown and collected at checkout, they are the customer’s responsibility.
PebblePix does not control customs charges or customs processing times.
Customers are responsible for understanding and complying with the import requirements of their destination country.
Customs delays are not included in the estimated shipping time.
8. SHIPPING ADDRESS
Customers are responsible for providing a complete and accurate shipping address at checkout.
Please carefully check:
• Recipient name
• Street address
• Apartment or unit number
• City
• State or province
• Postal code
• Country
• Telephone number
If you notice an address error, contact support@pebblepix.com as soon as possible.
We cannot guarantee that an address can be changed after order preparation or fulfillment has begun.
9. INCORRECT OR INCOMPLETE ADDRESSES
If a package is delayed, returned, or lost because of an incorrect or incomplete address provided by the customer, PebblePix is not responsible for the original shipping cost.
If the package is returned to us, the customer may be required to pay an additional shipping charge before the order is resent.
Custom and personalized products returned because of an incorrect or incomplete address are not eligible for a change-of-mind refund.
10. REFUSED OR UNCLAIMED PACKAGES
If a customer refuses a package, does not collect it, or does not respond to carrier delivery requests, the package may be returned to us.
Any return shipping fees, customs fees, duties, or carrier charges may be deducted from an eligible refund where permitted by law.
Custom and personalized items are not eligible for a change-of-mind refund if they are refused or left unclaimed.
11. DELAYED PACKAGES
Carrier delays may occur after an order has shipped.
If tracking has not updated for several business days, please allow additional time, especially for international orders or packages undergoing customs processing.
If the package appears significantly delayed, contact support@pebblepix.com with your order number. We will review the tracking information and assist with the carrier inquiry when appropriate.
PebblePix cannot guarantee a delivery date for birthdays, holidays, weddings, or other special events unless explicitly confirmed in writing before the order is placed.
12. LOST PACKAGES
A package is not considered lost solely because tracking has temporarily stopped updating.
If a carrier confirms that a package is lost, please contact us with your order number.
We will review the shipment and may offer an appropriate replacement, reshipment, store credit, or refund depending on the circumstances and carrier investigation.
Customers may be required to cooperate with the carrier’s claim process.
13. PACKAGES MARKED AS DELIVERED
If tracking shows that a package was delivered but you cannot locate it, please:
• Check the delivery address
• Check around the property, mailbox, reception area, or parcel locker
• Ask household members, neighbors, building staff, or local delivery offices
• Contact the carrier directly for delivery details
Please contact us if the package still cannot be located after completing these steps.
PebblePix is not responsible for theft or loss after a package has been correctly delivered to the address provided, except where applicable law requires otherwise.
14. DAMAGED PACKAGES
If your order arrives damaged, contact us within 7 days of delivery.
Please provide:
• Your order number
• Clear photos of the damaged item
• Photos of the outer packaging
• Photos of the internal packaging
• A photo of the shipping label
Please keep all items and packaging until we have reviewed your request.
Confirmed damaged, defective, or incorrect items will be handled according to our Return, Refund & Cancellation Policy.
15. MULTIPLE SHIPMENTS
In some cases, items from the same order may be shipped separately because of product availability, processing requirements, package size, or logistics arrangements.
When available, separate tracking information will be provided for each shipment.
Customers will not be charged additional shipping solely because we divide an order into multiple shipments.
16. CHANGES OR CANCELLATIONS
Standard, non-custom orders may be eligible for cancellation within 1 hour of purchase.
Custom orders may only be canceled before design work begins.
Once an order has been fulfilled or handed to the carrier, it cannot be canceled or redirected through PebblePix.
Please review our Return, Refund & Cancellation Policy for complete details.
17. CONTACT US
For questions about processing, shipping, tracking, or delivery, contact:
PebblePix
Email: support@pebblepix.com
Website: pebblepix.com
Please include your order number and the email address used at checkout so we can assist you more efficiently.