FAQ

Ordering

At PixiePlug, we know you’re excited to start using your new phone case, charger, or digital accessory—and we work quickly to get your order on its way. Our team typically needs 1–2 working days to process, inspect, and package your purchase with care. Whether it’s a slim phone case, a portable power bank, or a set of screen protectors, we ensure every item is in perfect condition before leaving our warehouse, with extra attention to secure packaging that prevents scratches or damage during transit.

For more intricate products that demand additional care—such as custom-printed phone cases with detailed designs, multi-piece accessory sets with themed packaging, or delicate tech accessories like wireless earbud cases with decorative elements—processing times may extend to 3–4 working days. This extra time allows our team to conduct thorough quality checks, ensuring every detail (from a case’s print alignment to a charger’s functionality) meets our standards for durability and visual appeal.

Please note that orders placed after 3:00 pm EST on Fridays, or over weekends and public holidays, will be processed and shipped on the next business day. As soon as your package ships, we’ll send you a confirmation email with a tracking number, so you can follow its journey right to your door.

PixiePlug is proud to deliver digital accessories to tech lovers worldwide, with shipping available to nearly every country. Whether you’re in a busy city, a quiet suburb, or a remote area, we’ll make sure your new phone case, charger, or other gear reaches you.

Shipping times vary by destination: most orders within North America and Europe arrive in 5–10 working days, while international deliveries to Asia, Australia, and other regions typically take 10–15 working days. These are estimates, and delays can occur due to factors like customs processing, local postal service schedules, or unforeseen events (such as weather disruptions)—unfortunately, these are beyond our control.

For orders shipped outside our base country, please note that you may be responsible for additional customs fees, import taxes, or duties. These charges are determined by your country’s regulations, not PixiePlug, so we recommend checking with your local customs office before placing your order to avoid unexpected costs.

Your satisfaction is our top priority, and we’re here to assist with any order-related questions. Whether you need to track a shipment, change a case size, check stock for a specific accessory, or clarify details about your purchase, our customer service team is ready to help.

The best way to reach us is through the contact form on our “Contact Us” page—simply include your order number, a brief description of your query, and your preferred contact method (email or phone), and we’ll respond within 1–2 working days. For urgent issues (like a last-minute address update), you can also use the live chat feature on our website during business hours, where a representative will resolve your question promptly.

Product

At PixiePlug, we believe great tech accessories start with responsible material sourcing. We’re committed to selecting materials in an ethical, environmentally friendly way that prioritizes quality, durability, and support for sustainable practices.

A large portion of our materials—from the shock-resistant TPU used in phone cases (sourced from suppliers with eco-certifications) to the recycled plastic in charger housings and the water-based inks for printed designs—comes from trusted local vendors. This not only reduces our carbon footprint by minimizing transportation but also supports local businesses and manufacturing skills in our region.

For specialized components (like high-grade lithium-ion batteries in power banks or scratch-resistant glass for screen protectors), we partner with global suppliers who share our commitment to safety and sustainability. Every material undergoes rigorous testing to ensure it’s safe, long-lasting, and free from harmful substances—so you can feel confident using our accessories with your devices.

We strive to ensure that the product images on our website accurately reflect the colors of our accessories, so you know exactly what to expect when your order arrives. Our photography team uses professional lighting and high-resolution cameras to capture true-to-life hues—from the vibrant pink of a phone case to the sleek metallic finish of a charger or the subtle pastels of a patterned design.

That said, slight color variations can occur. These may be due to small differences in material batches (for example, TPU or ink can vary slightly in tone) or variations in monitor settings (brightness, contrast, and color calibration can affect how colors appear on screens). Rest assured, these differences are minor and won’t impact the functionality or overall look of your accessory—but if you have concerns about a specific item’s color, feel free to contact our team for additional photos or details.

Returns

We want you to love your PixiePlug purchase as much as we do. For full details on our return policy—including timeframes, eligibility, and step-by-step instructions—please visit our dedicated “Returns & Exchanges” page.

In short, most items can be returned within 30 days of delivery, provided they’re in their original, unused condition (with all packaging, tags, and accessories intact). This includes unopened phone cases, unused chargers, and unapplied screen protectors. Custom or personalized items (such as monogrammed cases) may have different guidelines, which are clearly noted on their product pages.

We take great care in packaging every order to ensure your accessories arrive in perfect condition—using protective padding for delicate items like chargers and sturdy boxes to prevent damage during transit. But if your item arrives damaged, defective, or incorrect (e.g., a case that doesn’t fit your device), please let us know right away.

To resolve the issue quickly, contact us through our “Contact Us” page within 7 days of delivery. Include your order number, clear photos of the damage or discrepancy, and a copy of the delivery note. Our team will review your claim promptly and arrange for a replacement, repair, or full refund—whichever you prefer—at no extra cost to you. If we need the damaged item returned for inspection, we’ll cover the return shipping fees.

Payment

At this time, PixiePlug does not offer cash on delivery (COD) as a payment option. This decision is based on ensuring secure, efficient transactions for both our customers and our team, as COD can lead to delays, errors, and additional administrative costs that we aim to avoid.

Instead, we provide a range of secure, convenient payment methods, including major credit cards (Visa, Mastercard, American Express), debit cards, and trusted digital wallets like PayPal and Apple Pay. All transactions are protected by industry-leading encryption technology, so your payment details remain safe. Plus, these methods make it easier to process returns or refunds if needed, ensuring a smoother experience for you.

Yes! We’re excited to partner with Afterpay to offer flexible payment options for customers across the United States—including those in Los Angeles. With Afterpay, you can split your purchase into four equal, interest-free payments, due every two weeks, with no hidden fees as long as payments are made on time.

This option is available for most items on our website, making it easier to stock up on accessories (like a new case, charger, and screen protector) without waiting. Simply select Afterpay at checkout, create an account (or log in if you’re an existing user), and follow the prompts to complete your order. Your items will ship as usual, so you can start using your new accessories to protect and personalize your devices sooner while managing your payments on a schedule that works for you.