Returns / Refunds

Ordering:

• All prices and transactions are in US Dollars, USD.
• All credit card charges are governed by US Dollars
• Any refunds or exchanges will also be governed by US Dollars

Order Cancellation

To change or cancel your order: Call us right away at 1.866.516.0934 during normal business hours . The time window before your order ships is very small, but we’ll do our best to make any adjustments.

• Fabric orders are considered cut merchandise and not all fabric brands accept returns.
• Cancellation of shipped orders will incur a 25% restocking charge for uncut, unopened merchandise.
• Freight charges paid or accumulated by us are not refundable, (if an order received free shipping and the order is returned, the original shipping will also be deducted from the amount refunded).

Please note: Our credit card processor charges a refund fee of 5% on all cancelled orders. Cancelled orders that have not shipped yet will be refunded in full minus the 5% fee.

Returns

Please call us during our normal business hours for return authorization prior to returning any merchandise. Only unused fabric and/or merchandise will qualify for credit, cut yardage or open merchandise will not be accepted. There are some fabric brands that do not accept returns. Please check the return policy before purchasing the fabric.

• No returns accepted on custom fabricated products.
• No returns accepted on quick ship pillows but we will offer a courtesy exchange within 30 days of the date the order was placed.
• No returns accepted without a prior return authorization. All authorized returns without fault of ours will be subject to a 25% restocking charge, plus freight both ways.
• Freight charges paid or accumulated by us are not refundable, (if an order received free shipping and the order is returned, the original shipping will also be deducted from the amount refunded).
• Product returns will not be accepted after 30 days.
• No returns accepted on fabric equaling less than 10 yards.
• Refunds will be completed in 10-15 Business days.
• Merchandise must be returned in "sellable" condition in order to receive credit, which means unopened and undamaged.
• All fabric must be returned rolled, not folded.
• A credit less 25% restocking charge will be issued for eligible, unopened, uncut merchandise authorized for return within 10 days of your receipt of shipment.
• You as the customer are responsible for all shipping fees on returned shipments due to incorrect or incomplete ship to address.
• Freight charges paid or accumulated by us are not refundable, (if an order received free shipping and the order is returned, the original shipping will also be deducted from the amount refunded).
• Our free shipping policy is only valid on orders that provide the correct and complete shipping address.
• Refunds for dollar amounts over $10.00 USD will be issued, but for orders totaling under $10.00 USD, a store coupon will be issued.

Damaged Packaging

• All claims for damaged, defective or inaccurate orders must be presented to pixio.com within 10 days.
• To process your claim please call toll free 1.866.516.0934
• We make every effort to safely secure and ship all packages, but we understand that sometimes merchandise can be damaged during the shipping process. Merchandise damaged during shipping must be returned to us within 10 days of receipt. We will contact the shipping company for visual inspection of the merchandise and box as received. We will replace any confirmed damaged merchandise.

Defective Merchandise

The defective merchandise must be reported to us within 10 days. Upon notification, we will issue a UPS call tag for the defective merchandise. Upon receipt of the defective merchandise, we will issue a replacement.

Inaccurate Orders

We make every effort to check all orders for accuracy and proper quantities, but we understand that sometimes mistakes are made. Inaccurate orders must be reported to us within 10 days of receipt. Only uncut fabric and unopened merchandise will qualify for an exchange or replacement.

Backorders and Discontinued Products

Typically every item we sell is stocked.

• Although every attempt is made to maintain inventory levels internally and from all our supply partners, occasionally we may run out of certain products, or not be notified in a timely manner from our supply partners.
• In this event, we will give you an estimated time of availability and give you the choice of:
  1. Canceling the out-of-stock items
  2. Holding off shipment of your entire order until the product is available
  3. Receiving a partial shipment of the in-stock items first and the out-of-stock items when they are available
• We will offer assistance in finding substitutes for discontinued products, as well as offer the ability to cancel with a refund or obtain Loyalty Reward Points
• We process sample swatch orders as a courtesy. There is a limit of 1 sample per fabric pattern, per customer and a limit of 10 free samples per order with a total of 20 free samples annually. Sample swatch availability changes frequently and samples often become out of stock once a fabric has been slated to be eventually discontinued by the manufacturer. Most Sunbrella samples are stocked in house and are provided either free or for a nominal charge. Decor fabric samples are placed on your behalf, direct with the fabric mill. In the event that a paid-for sample cannot be fulfilled, we will refund you the amount that you paid in the form of store credit to be used on future orders. If a fabric sample is out of stock or discontinued, we are happy to research and provide you with suitable alternative choices.

For furniture, heaters and other non-fabric products, the return policy is determined by the manufacturer.