Frequently Asked Questions
Welcome to the Pixel Burn Help Centre. We've compiled our most common questions to help you get your answers fast. If you can't find what you're looking for, please don't hesitate to contact us.
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Ordering & Customisation
How do I place a custom order?
It's simple!
1. Find the product you'd like to personalise.
2. Use the on-page options to upload your photo, logo, or enter your custom text. Please double-check all spelling and grammar!
3. Add the item to your cart and check out. Our design team will get to work creating your piece based on the exact information you provide.
Can I see a design proof or mock-up before you make my item?
To achieve our Same-Day Production process, we send your art-proof straight from our design team to your email address for your approval then on to our laser machines. The quicker you approve your art-proof the quicker we can proceed with production.
You can be confident that our expert designers will ensure your design is centred, balanced, and looks amazing. It's vital that you double-check all spelling, dates, and photo quality before you submit your order.
I made a mistake on my order! Can I change it?
Because we work so quickly, your order may already be in production within hours of you placing it. If you've made a mistake, please contact us at hello@pixelburn.com.au or call us at (02) 9053 3150 immediately. We will do our absolute best to catch it, but we cannot guarantee changes after an order is placed.
What file format should I upload for my logo or photo?
For photos, a high-resolution JPG or PNG is perfect. For business logos, a vector file like an AI, EPS, or SVG will give the absolute cleanest result. If you only have a JPG or PNG of your logo, we can still work with it!
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Production & Shipping
What is "Same-Day Production"?
It's our specialty! If you place your order before 2:00 PM AEST on a business day, our team will design, create, and ship your custom item on that very same day. Orders placed after 2:00 PM (or on weekends/holidays) will be made and shipped on the next business day unless a rush order upgraded is selected at checkout.
How long does shipping take?
We ship from our workshop in Brisbane, Australia.
* Express Post: Typically Overnight to 1-3 business days for most metro areas.
* Standard Post: Typically 2-3 business days, depending on your location.
You will receive a tracking number via email as soon as your order is on its way.
Do you ship internationally?
Yes, we ship to New Zealand, United Kingdom & United States.
What is Shipping Protection?
We highly recommend adding Shipping Protection to your order. This is a small, optional fee at checkout that insures your parcel. If your order is lost, stolen, or damaged in transit, this protection guarantees we will send you a priority replacement, no questions asked.
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Returns & Support
What is your return policy?
Due to the custom and personalised nature of our products, we cannot accept returns or offer refunds for change of mind.
However, your satisfaction is our top priority. If your item arrives damaged, faulty, or there is a spelling mistake made by us, please contact us within 24 hours of receiving it. We will work with you to provide a fast solution.
How can I contact your support team?
We're here to help!
Send us a message via our online chat simply click (Chat 24/7)
Contact us on (02) 9053 3150