Shipping Policy

At Pixie Pain, we take great care in preparing and packaging your order with love and precision. Every item is double-checked and securely packed before being handed off to the postal service. Once your order is in the hands of the mail carrier, responsibility for any loss or damage during transit shifts to them. If your item is unfortunately lost or damaged in the mail, we recommend filing a claim directly with the postal provider. We're happy to assist in the process and will gladly provide any supporting documentation you may need.

International Shipping

Yes, we do ship internationally! Most international packages are sent through USPS (United States Postal Service) to keep your costs down. Once the parcel departs the U.S., it’s transferred to your country’s local postal service. At this point, tracking updates depend on whether your country’s system is compatible with USPS tracking. Many countries are not fully integrated, so it’s common for tracking to stop updating after your parcel leaves the U.S.

We’ve also seen cases where packages are held at your local post office for in-person pickup—without leaving a delivery notice or tag. We’re not sure why this happens, but it’s a known quirk of international public postal systems. Because of this, we recommend checking with your local post office in person 1–2 weeks after your item ships, especially if there hasn’t been a tracking update in a while.

In some cases, we may use UPS instead if your local area doesn’t support reliable postal delivery.

Important Note: Customs duties or fees may apply depending on your country’s regulations. Unfortunately, we can’t predict or control these charges. Please check with your local post office or customs office before placing your order if you’re unsure.

Haven’t received your package?

Once your order has shipped, here’s what to do if it hasn’t arrived:

1. Be patient and allow for normal transit time.

U.S. & Canada: Please wait at least 1 week.
International: Please wait at least 2 weeks.

2. Track your order.

Use the tracking link sent to your email. If the last update says it left Philadelphia and it hasn’t moved since, don’t worry—it happens more often than you’d think. Many countries don’t scan USPS tracking numbers upon arrival.

3. The crucial step: visit your local post office in person.

We can’t stress this enough—call centers won’t help here. Go in person, bring your tracking number, your name, address, and a valid ID. Most of the time, your parcel is sitting safely at the post office, waiting to be picked up. If you’re unsure which post office that is, contact your national mail provider with your zip/postal code and ask for the pickup location assigned to your address.

4. If it’s still missing, file a claim.

If you’ve waited a reasonable amount of time, checked in person, and still can’t find your parcel, you can file a claim with USPS here: https://www.usps.com/help/claims.htm

5. Wait for resolution.

Your parcel may be found, reimbursed by the shipping service, or returned to us. If it’s sent back, it’s usually because it went unclaimed for over 30 days. That’s why visiting the post office first is so important.

What happens if your order gets returned to us?

If your package is returned as undeliverable or unclaimed, we’ll reach out to confirm your shipping address and offer to resend it. If the second attempt is also unsuccessful, we’ll issue store credit equal to the value of the original order (minus shipping fees) and restock the items.

Please note: If your local postal service held your first package for in-person pickup, they’ll likely do the same for future shipments. We have no control over this process—it’s up to your country’s internal postal policies—so please don’t skip step 3.

If your order is returned to us, you’ll be responsible for the cost of re-shipping it back to you.
(This applies to both U.S. and international customers.)