Shipping policy
PixelHobby Shipping Policy
1. General
We try to maintain accurate stock counts on our website, but occasionally, there may be a stock discrepancy. If this happens, we will fulfill the available products and contact you regarding the backordered items. You can then choose whether to wait for restocking or receive a refund.
2. Shipping Costs
Shipping costs are calculated at checkout based on weight, dimensions, and destination. Shipping fees are collected with the purchase. This is the final shipping cost for the customer.
- Netherlands: Orders below €40: €3.95, Orders above €40: Free
- Europe: Orders below €100: €9.95, Orders above €100: Free
3. Returns
3.1 Returns Due to Change of Mind
Pixelhobby accepts returns if you contact us within 8 days of receipt. Items must be in their original packaging, unused, and resellable. The customer pays for return shipping and must arrange the shipment themselves. After receiving and accepting the return, we will refund the value of the returned goods, excluding shipping costs.
3.2 Warranty Returns
Pixelhobby honors warranty claims within 90 days of receipt. Customers must pre-pay return shipping, which we will reimburse upon a successful warranty claim. We process warranty claims within 7 days of receiving the items. Upon confirmation, you can choose:
- Refund to your payment method
- Store credit
- Replacement item (if in stock)
4. Delivery Terms
4.1 Transit Time
Domestic shipments are delivered in 1-2 business days. Shipments within Europe arrive in 3-5 business days.
4.2 Dispatch Time
Orders are usually dispatched within 2 business days of payment. Our warehouse operates Monday to Friday during business hours, except on national holidays.
4.3 Change of Delivery Address
You can change the delivery address before the order is dispatched.
4.4 P.O. Box Shipping
Pixelhobby ships to P.O. boxes via postal services only. Courier services are not available for these addresses.
4.5 Military Address Shipping
We ship to military addresses using USPS. Courier services are not available for these addresses.
4.6 Items Out of Stock
If an item is out of stock, you will be notified and can choose a refund or wait for restocking.
4.7 Delivery Time Exceeded
If delivery exceeds the expected time, please contact us to investigate.
5. Parcels Damaged in Transit
If a parcel is damaged, please reject it from the courier and contact our customer service at info@pixelhobby.com.
6. Duties & Taxes
6.1 Sales Tax
Sales tax is included in the product prices displayed on the website.
6.2 Import Duties & Taxes
Import duties and taxes for international shipments may be due upon arrival in the destination country. This varies by country. If you refuse to pay these duties, the goods will be returned to us at your expense, and you will be refunded for the value of the goods, minus return shipping costs. Initial shipping costs will not be refunded.
7. Cancellations
If you change your mind before receiving your order, you can cancel it by contacting us at info@pixelhobby.com. If the order has already been dispatched, refer to our return policy.
8. Insurance
Parcels are insured for loss and damage up to the value stated by the courier.
8.1 Process for Parcel Damaged in Transit
We will process a refund or replacement once the courier completes their investigation.
8.2 Process for Parcel Lost in Transit
We will process a refund or replacement once the courier deems the parcel lost.
9. Customer Service
For all customer service inquiries, please email us at info@pixelhobby.com.