Questions about a photo, preview or existing order? Send us a message and our team will help.
Email: support@pixofig.com
Our standard staffed support hours are 9:00 a.m.–6:00 p.m. ET. You can message us at any time, and we respond within 12 hours at the latest.
You can contact us before ordering if you need help choosing a product, checking whether a photo is suitable or discussing a requested pose, outfit or accessory.
For preview help, include the original photo and clearly describe what you would like to change. Do not send payment card information by email or through the contact form.
Please include:
• Your order number
• The email address used at checkout
• A short description of the question
• Relevant photos or screenshots when needed
Contact us within 3 calendar days of delivery. Include clear photos of the item, packaging and shipping label, plus an unboxing video when available. Please keep the item and packaging until the review is complete.
To request access, correction or deletion of uploaded photos or related personal information, email support@pixofig.com with the subject line “Privacy Request”. We may need to verify that the request relates to you before acting on it.
PixoFig 3D Ltd.
Unit 1208, 12/F, Central Plaza
18 Harbour Road
Wan Chai, Hong Kong
This is our business contact address. Do not send a return to this address unless our support team provides written return instructions.
How It Works
Frequently Asked Questions
Shipping & Delivery
Refund Policy
Photo & AI Preview Privacy
Every PixoFig is personalized and made specifically from the photos, options and instructions submitted with the order. It is not a ready-made or in-stock product.
After payment, your order proceeds through photo review, 3D modeling, customer design review, printing, hand finishing and quality inspection. Work performed during modeling and production is part of the personalized product and service you purchased, even though the physical figurine has not yet been dispatched.
A carrier tracking number does not exist during design and production. Tracking is emailed only after the finished order passes quality inspection and is handed to the carrier. The absence of tracking during the stated production period does not mean that work has not begun.
Please review your design carefully before approving it. Approval authorizes PixoFig to begin printing. Up to three reasonable revision rounds are included after the preliminary model is established. Major changes to the original order may require an additional fee or a new order.
These cancellation terms do not remove remedies for confirmed damage, production defects, incorrect items or consumer rights that cannot legally be excluded. Contact support@pixofig.com within 3 calendar days of delivery if an item arrives damaged, defective or incorrect.
Complete Purchase Notice Cancellation & Refund Policy Shipping Policy
Please read and accept the Purchase Notice before continuing.
