Shipping policy

Last updated: 30/04/25

Countries
Pixel Moon currently ships to Canada, Australia, and New Zealand. 

For customers within the EU-Union, UK, Philippines, Japan, and South Korea, you may purchase Pixel Moon products via the official Etsy page PixelMoonShop.
You may follow @pixelmoonshop on Tiktok or Instagram or subscribe to our emails to find out when we might open shipping to your country. 
All orders are packaged and shipped to you from Ontario, Canada.

Order Processing Times
For most orders, they will be processed in approximately 1-6 business days after the order is made, and packages will be shipped out on 1-2 designated days per week. Please note that if there is an unexpected large amount of orders, or if there are orders placed during holidays or vacation periods, then the processing times may take longer. 

Shipping Time Estimates
Shipping time estimates are included at checkout with your chosen shipping option. These are only estimates provided by our shipping carriers, and there may be delays in delivering your package that are outside of Pixel Moon's hands. Some reasons your package may be delayed are:
-Customs clearance
-Incorrect or trouble processing shipping information
-Holidays or busy times of year

Shipping Carriers
Pixel Moon currently uses the following shipping carriers to ship your package:
-Canada Post
-Chit Chats
-ShipStallion

The carrier options offered to you at checkout will depend on the country your order is being shipped to.

Customs, Duties, and Taxes
GST/HST sales tax will be applied to all orders made by Canadian customers. Additionally, PST will be applied orders delivered to Saskatchewan. Other types of provincial sales tax and sales tax for countries outside of Canada currently do not apply, but will be added to orders once Pixel Moon reaches the requirements to register for sales tax in those respective locations. 

If you are purchasing from outside of Canada, your package may be inspected by customs and may require duties or tax to be paid. As the customer, you are responsible for paying any additional duties or import taxes on your package as required by customs clearance for your country. 

It is recommended that you familiarize yourself with your country's "De Minimis Value" (a.k.a. the threshold retail value of an import package before it is subject to duties and taxes) before placing an order, so that you encounter little to no surprises when your package passes through customs. 

Maximum Order Value
Due to shipping regulations outside of Canada, we are unable to process international orders that exceed $800 USD in retail value. If you reside outside of Canada and place an order that exceeds this value, you will be contacted via email to let you know and will have to cancel your order. Once cancelled, you may create a new order that does not exceed $800 USD. 

Please do not attempt to exceed $800 USD by placing multiple orders at once. If you attempt this, all of these orders will need to be cancelled. As much as we are flattered that you would like to place a large order like this with Pixel Moon, multiple packages that together exceed $800 USD will likely not be processed by our shipping carriers.

It is recommended that you wait until you have received your first delivery before placing a second order, if the combination of these deliveries would exceed this amount in retail value.

Lost Packages
If your package is lost in transit, please contact the shipping carrier for your order first before reaching out to us. Some carriers, such as Canada Post, may be holding the package for pick up from their nearest location to you if there was an unsuccessful delivery attempt. If the shipping carrier cannot locate your package, then please reach out to us at info@pixelmoon.ca to remedy the issue.

Packages lost or stolen that are marked as delivered by the shipping carrier, or packages that become lost or unable to be delivered due to incorrect shipping information provided by the customer, will not be eligible for refund or replacement. Read here for more information on Pixel Moon's return and refund policy.

As the customer, you are responsible for:
-Insuring that you input all of your correct shipping and contact information at checkout
-Planning that either you or someone you know will be home/nearby to accept the package at time of delivery
-Providing your package's shipping carrier with delivery instructions and signing up for status updates on your tracked order when applicable. 

If you choose a shipping option that is untracked, such as lettermail deliveries within Canada, please do so at your own risk. Untracked packages/lettermail will not be able to be located until point of delivery or return to sender. Please wait until 1-2 weeks (or 3-4 weeks if ordered during the December/January holiday season) after the estimated delivery date for untracked items to contact us about a lost package. You may not be eligible for a refund on a lost or delayed untracked delivery unless it has been returned to sender.