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Getting help with a print order

Need help with a client’s order? Our support team is here to assist you. In this guide, you will find helpful tips on providing your clients with the quickest resolution, along with the information we will need from you should you need to reach out.

To learn how to optimize your files so they are print-ready before your client orders, see Preparing image files for printing.

Important: For all orders placed through your galleries’ store, your client must contact you directly.

On this page:

Order status / delays

Wondering when your client can expect their order? Here are a few things to keep in mind:

  • As soon as an order is placed, it is sent to the print lab immediately after any applicable order delay ends.
  • Production times are separate from shipping times and do not include holidays or weekends.
  • Once an order has been completed, you and your client will automatically get an email notification with shipping details.
  • You can also review the order status, estimated shipping times, and any tracking information from the Orders page on the dashboard.

Missing items

Were items missing from your client’s package? Here is where to start:

  • We always recommend advising clients to keep all order packaging until the item is found.
  • Check the Orders page for multiple tracking numbers to make sure each part of the shipment has arrived.
  • Have your client double-check the packaging. Prints will often be located in between layers of paper or cardboard, or in an envelope taped behind larger items.

Package not received

If your client has not received their package, we are here to help! Before you reach out, we recommend asking your clients to do the following:

  • Check all entries to their residence.
  • Ask their neighbours and check with all members of the household in case someone else received it.
  • Confirm that the shipping address they entered at checkout is correct and that the shipping carrier selected can deliver there.

Damaged products

Did your client’s items arrive in less-than-perfect condition? We are here to help. Please reach out to us with the following information so we can assist as quickly as possible:

  • Order number
  • Products/filenames of the damaged items
  • Pictures of the following:
    • Damaged packaging
    • All the damaged items
    • Photo of the shipping label on the outside box

Need further help with your order?

Get in touch with Pixieset on behalf of your client via the "Contact Us" link below as soon as you can. We will do our best to assist and get any issues resolved for you and your client.

For the quickest resolution, please be sure to include the following:

  • The order number
  • Details of the issue
  • Photos of both the prints and the packaging, where applicable