- What is your return policy?
If you receive merchandise that has been damaged while being shipped to you or is not what you ordered, we will ship a replacement item to you or refund your entire payment if the item is no longer available. We may or may not request that the item be shipped back to us at our expense. We may request a photograph of the damage.
If you receive merchandise that you decide you didn't really want, you must first email us and receive authorization to return the item to us. The item must remained unopened, sealed and must be in the original condition in which it was sent. If authorization is given, you can ship the item back to us at your cost (item must be insured or have a tracking number). Upon receipt of the item and subsequent examination to ensure that the merchandise is undamaged, a refund minus the original shipping cost will be issued. We will not authorize refunds on items that were shipped more than 1 month prior to the complaint. Refund requests must be made in a timely fashion.
- Why can't I pay for my order with Mastercard, Visa or American Express?
Our credit card account does not permit us to take credit card orders over the internet. For your protection and ours, we require an actual signature before we will charge a credit card. However, we do accept Paypal or money orders as payment options. You can use your credit card or bank account to deposit funds into your Paypal account, and signing up is easy.
- Do you have a physical store location where we can drop by?
We do not have a physical store location. This allows us to keep costs down and pass the savings onto you. Our product descriptions and pictures are honest, accurate and will give you a clear idea of what you are buying. If you have any questions regarding an item, we would be glad to offer assistance by answering any questions you may have.
- Do you offer item pick-up?
We currently do not offer pick up for your purchases.
- Why do I have to pay tax if I have the item shipped within Canada?
We are a registered business in Ontario, and are required to collect GST (and PST if the item is being shipped within Ontario) and to remit these amounts to the respective Federal and Provincial governments. Our GST number will be included on the invoice that you will receive with your paid shipment. We do not make any money from these taxes.
- Do you sell at conventions?
Why yes, yes we do! Our main convention is the annual Toronto Trek convention, but you will be able to find us at various other conventions throughout the year. Come to our table and say hello. We'd love to meet you.
- What are you doing with our email addresses?
- What if I have a question or concern?
If you ever have any questions, encounter any problems, or just want to say hello, please email us any time. We answer all emails within 24 hours (most sooner), and if you do not get a response within 48 hours, it is because we have not received your email, so please send it again. In addition, we may occasionally be found on IRC irchighway.net under the channel #www.pixelbarrel.com.
- What if I don't see the item I want?
We are always on the lookout for new items. If you are interested in a product and don't see it on our website, send us an email and we'll try our best to find it for you. If we can get it at a reasonable price to you, we will.
- There was an item on your website that I wanted but now it's gone. What happened to it?
From time to time, items may sell out, especially the items that are out of production and hard to find. If we have removed the item, it is usually because we are sold out of them. That doesn't mean the item won't re-appear at a later date if we manage to secure some more.
- Do you have all your items in stock?
Our policy is to only put up on the website what we have in stock. We monitor our website daily. Occasionally, an item may become sold out before we have a chance to update the website but in those rare cases we will contact you as soon as possible to let you know that your order cannot be filled, and, if possible, an approximate time as to when it may be filled. You are never charged unless we have the items in stock and ready to ship. If you have paid for an item which we no longer have in stock, your money will be refunded immediately.
- What are pre-orders?
When we become aware of a new item that is in production but not yet released for sale, we will occasionally take pre-orders for them, so that you can get them as soon as they become available to the public. We do ask that you pay for the item when you order it. Paypal does not allow us to charge you later for the item so payment up front is the only way we can accept the pre-order. If you pay by money order, the money order is expected within 2 weeks of the pre-order or it will be cancelled.