FAQ
FREQUENTLY ASKED QUESTIONS
ORDERS
How do I place an order?
Add the product to your cart and proceed through Shopify Checkout.
Enter your contact and delivery information, review the applicable shipping charge and complete order total, select Bank Deposit and submit the order.
After checkout, Shopify creates the order with payment pending.
Does placing an order automatically charge my card?
No.
Spacepixel currently accepts Bank Deposit as a manual payment method. Selecting Bank Deposit does not automatically charge a debit or credit card.
How will I receive the payment instructions?
Spacepixel will send an invoice and Bank Deposit instructions to the email address entered during Shopify Checkout.
These instructions are normally sent within one business day after the order is placed.
Please check that the email address entered during checkout is correct.
How long do I have to complete payment?
Payment should normally be completed within three business days after the invoice and Bank Deposit instructions are sent.
If payment is not received, Spacepixel may contact the customer and cancel the unpaid order.
Is there a cancellation fee for an unpaid order?
No cancellation fee applies where an order is cancelled before payment has been received.
What payment reference should I use?
Please use your Shopify order number as the Bank Deposit payment reference.
This helps us match the payment to the correct order.
When is my order considered paid?
An order is considered paid only after the funds have cleared into the nominated bank account and Spacepixel has matched the payment to the order.
Bank Deposit payments may not appear immediately.
Is the Shopify Checkout total final?
Yes.
The product price, applicable shipping charge and complete order total are displayed during Shopify Checkout before the order is placed.
Spacepixel does not add undisclosed fees after checkout.
The total may change only if the customer later requests a change to the products, quantity or delivery address.
Can I change my order?
Contact support@spacepixel.online as soon as possible.
We cannot guarantee that an order can be changed after payment confirmation or after processing has started.
An order cannot normally be changed after dispatch.
Can I cancel my order?
You may request cancellation before dispatch by contacting support@spacepixel.online.
An unpaid order may be cancelled without a cancellation fee.
If payment has already been received, the cancellation and refund will be handled in accordance with our Refund Policy.
PRODUCTS AND AVAILABILITY
Are the products new?
The condition of each product is displayed on its product page.
Customers should review the product title, description, condition, specifications and included items before placing an order.
What is included with a product?
Only the product, accessories and included items expressly stated on the relevant product page form part of the order.
Images may occasionally show presentation items or accessories that are not included.
Contact us before ordering if the included contents are unclear.
Can you help with product compatibility?
Yes.
Contact support@spacepixel.online and include the complete names of the product and the equipment you intend to use it with.
We will provide the available product information, but customers should also review the manufacturer’s compatibility requirements.
Are all products immediately available?
Products are subject to availability.
We take reasonable steps to keep availability information accurate. However, an item may become unavailable because of simultaneous orders, inventory errors, supplier changes or damage discovered before dispatch.
What happens if a product becomes unavailable?
If an item becomes unavailable before payment instructions are issued, Spacepixel will contact the customer and cancel the affected item or order.
No payment will be requested for an unavailable item.
If payment has already been received and Spacepixel cannot supply the item, the customer may choose an available replacement of equivalent value or receive a full refund for the unavailable product.
Spacepixel will not substitute a product without the customer’s agreement.
Can I collect an order in person?
Spacepixel operates as an online store.
Collection is not available unless Spacepixel has expressly confirmed a collection arrangement in writing.
Customers should not visit the listed business address expecting a showroom or order collection service.
SHIPPING
How much is delivery within Australia?
For eligible Australian delivery addresses:
• Standard shipping is A$8.95 for orders under A$100.
• Free standard shipping applies to orders of A$100 or more.
The applicable shipping charge is displayed during Shopify Checkout.
How long does delivery take?
The estimated delivery timeframe is 7–10 business days after payment confirmation.
Business days exclude Saturdays, Sundays and applicable Australian public holidays.
Remote locations, carrier delays, severe weather and other circumstances outside our reasonable control may affect delivery times.
When does the delivery timeframe begin?
The estimated delivery timeframe begins after the Bank Deposit has cleared and Spacepixel has confirmed payment.
It does not begin when the unpaid order is first submitted.
Will I receive tracking information?
Where tracking is available, the tracking number will be sent to the email address entered during checkout after dispatch.
Tracking information may take some time to become active in the carrier’s system.
Do you ship internationally?
International delivery is available only where the customer’s destination and an applicable shipping option are displayed during Shopify Checkout.
If checkout does not accept the destination or does not show a shipping method, online delivery is not currently available to that destination.
International customers may be responsible for customs duties, import taxes, brokerage fees or other charges imposed by the destination country unless checkout expressly states otherwise.
What should I do if my order is delayed?
Contact support@spacepixel.online and include your order number and tracking number.
We will review the available tracking information and contact the carrier where appropriate.
A delayed parcel is not automatically considered lost.
What should I do if my parcel arrives damaged?
Contact us as soon as reasonably possible and provide:
• your order number;
• photographs of the outer parcel;
• photographs of the shipping label;
• photographs of the internal packaging;
• photographs or video showing the product damage.
Please retain the packaging until the claim has been reviewed.
RETURNS AND REFUNDS
Do you accept change-of-mind returns?
Spacepixel offers an optional 30-day change-of-mind return for eligible products.
The customer must contact us within 30 calendar days after delivery.
To qualify, the product must generally be unused, undamaged, complete and returned with its original resaleable packaging, accessories, manuals and included items.
Please review the complete Refund Policy before requesting a return.
What if the product is faulty or incorrectly described?
Contact support@spacepixel.online and provide your order number and details of the issue.
Products sold by Spacepixel are subject to applicable consumer rights under the Australian Consumer Law.
Depending on the circumstances, an available remedy may include repair, replacement, refund or another appropriate remedy.
Does the 30-day period remove my rights for faulty products?
No.
The optional 30-day change-of-mind period is separate from applicable rights relating to products that are faulty, unsafe, incorrectly described or otherwise fail a consumer guarantee.
Who pays for return shipping?
For an approved change-of-mind return, the customer is normally responsible for return shipping.
Where a product fails to meet an applicable consumer guarantee, reasonable return costs will be handled as required by Australian Consumer Law.
Contact Spacepixel before returning a faulty or damaged product.
Where should I send a return?
Do not send a return without first contacting Spacepixel.
After reviewing the request, we will provide return instructions and the applicable return address.
Do not automatically send products to the business address displayed on the website unless Spacepixel confirms that address in writing.
How are refunds paid?
Because orders are paid by Bank Deposit, approved refunds are normally returned by bank transfer.
Spacepixel may ask the verified purchaser to provide the account name, BSB and account number required to process the refund.
We will never ask for an online banking password, card PIN or internet banking login code.
How long does a refund take?
After a returned product has been received, inspected and approved, Spacepixel will normally initiate the refund within five business days.
The time taken for funds to appear may depend on the customer’s financial institution.
CONTACT AND SECURITY
How can I contact Spacepixel?
Spacepixel
108 St Georges Terrace
Perth WA 6000
Australia
Phone: +61 485 980 423
Email: support@spacepixel.online
Website: spacepixel.online
What information should I include when contacting you?
For an existing order, include:
• your full name;
• your Shopify order number;
• the email address used during checkout;
• a clear description of your enquiry.
How can I confirm that payment instructions are genuine?
Official payment instructions are sent only through spacepixel.online or from:
support@spacepixel.online
Contact us before making payment if:
• you receive bank details from another source;
• the details change unexpectedly;
• the amount does not match your Shopify Checkout total;
• the message does not reference a valid Spacepixel order.
What store policies should I read before ordering?
Please review:
• Payment Policy
• Shipping Policy
• Refund Policy
• Privacy Policy
• Terms of Service
• Legal Notice
These pages explain our ordering, payment, delivery, return and privacy procedures.