Refund policy

Last updated: August 2026

At Pixie Plug, every order is made and shipped just for you. Because many of our products are created on demand, we handle returns a little differently than big-box stores. If anything arrives less than perfect, we're here to make it right.

Damaged, defective, or incorrect items

If your order arrives damaged, misprinted, defective, or you received the wrong item, we'll make it right with a free replacement or a full refund — your choice.

To file a claim, email us at support@pixieplug.shop within 30 days of delivery and include:

  • Your order number
  • A brief description of the issue
  • Clear photos of the item and, if the package was damaged, the packaging

We'll respond within 1–2 business days with a resolution. You won't need to ship anything back — please don't discard the item until your claim is resolved, in case our team needs additional photos.

What we can't accept returns for

Because our products are made to order, we're unable to offer returns or exchanges for:

  • Change of mind or accidental purchases
  • Items ordered in the wrong color or variant (please double-check before checkout)
  • Minor variations in color due to screen differences
  • Orders shipped to an incorrect address provided at checkout

Order changes & cancellations

Need to fix a typo in your address or cancel? Email us as soon as possible, before production begins, and we'll do our best to catch it. Once an order is in production or has shipped, it can no longer be changed or cancelled.

Lost or undelivered packages

If your tracking shows no movement for more than 10 business days (domestic US), contact us and we'll investigate with the carrier. If the package is confirmed lost in transit, we'll send a free replacement or issue a full refund.

If tracking shows your package was delivered but you can't locate it, please check with neighbors, your building's front desk, and your local carrier first — then reach out and we'll help however we can.

Refund processing

Approved refunds are issued to your original payment method within 5–10 business days, depending on your bank or card issuer. You'll receive an email confirmation when your refund is processed.

Questions?

We read every email. Reach us anytime at support@pixieplug.shop.