To report an issue with your order

To report an issue with your order:

Please complete both of the following steps so we can assist you promptly:

1. Log in to your Pipo Pixel account and go to the Contact tab.
   – Enter your Order ID and provide a brief description of the issue in the Comment box, including whether you're requesting a refund or a reprint. Then click Send.
   
   
2. Send an email to support@pipopixel.com including:
   – Your Order ID
   – Photo or video evidence of the issue. You may upload up to 5 images or one video. Accepted image formats are JPEG, JPG, and PNG (maximum 15 MB per image), and video formats are MOV or MP4 (maximum 250 MB).

We appreciate your cooperation and will work to resolve the issue as quickly as possible. To facilitate a quicker resolution of your issue, we strongly recommend including photo or video evidence when contacting us. 

Issue	Required evidence
An issue with the quality of the print	A clear photo of the received product laid on a flat surface in which the design and the issue are clearly visible in a single frame.
An issue with the print placement (distance from collar, off-center, etc.)	A clear photo of the received product laid on a flat surface where the incorrect placement is shown with a ruler/measuring tape. For DTG, DTF, and AOP products, there is a tolerance of 0.5" for print placement.
Print in the wrong area	A clear photo of the product you received, folded in a way that clearly displays both sides.
Wrong product	A photo of the product that was received, with the size tag clearly visible as well.
An issue with the product (incorrect size, brand, quality)	A clear photo of the received product where the design, issue, and/or size tag are clearly visible in a single frame.
A product sizing issue (manufacturer’s defect)	A clear photo of the received product being measured according to the measurements provided in the catalog’s size chart. Both the print and the measurement should be clearly visible and the garment should be laid on a flat surface. The tolerance is +/- 1” for most adult garments and  +/- 0.5” for baby clothing.
An issue with an electronic device (manufacturer’s defect)	A video or photo where the issue is clearly visible or shown, and demonstrate the troubleshooting steps being performed.
Delivery-related product damage	A photo or video of the received product, where the package, the printed design, and the issue are clearly visible.
Reprinted item has the same issue as the original item	A photo or video of both the original and reprinted item in the same frame where the issue is clearly visible.