PackToPixel policy
Terms & Conditions
Effective date: June 29, 2026
These Terms & Conditions explain how PackToPixel provides mail-in product photography, video, 360 spin content, product handling, digital delivery, and related services. By submitting product details, placing an order, shipping a product, or paying through Stripe, you agree to these terms.
1. Services
PackToPixel creates digital product content for ecommerce sellers, including edited photos, short product videos, 360 spin content, and related web-ready files. 3D model services may be offered later and are not included unless confirmed in writing.
2. Product Details And Client Responsibilities
Customers must provide accurate product details before shipping, including product type, size, weight, quantity, value, handling needs, shipping tracking, creative direction, return instructions, and any relevant risks. PackToPixel may pause, decline, or requote an order if the product is different from the submitted details or needs special handling.
3. Orders And Payment
Payment is due before production begins. Prices are listed in CAD unless stated otherwise. If an order needs custom handling, additional products, unusual editing, special shipping, or a service that is not covered by the selected package, PackToPixel may send a separate quote or payment request before work continues.
4. Product Shipping
Customers are responsible for packing products safely and providing accurate shipping information. PackToPixel is not responsible for damage, delay, loss, customs fees, carrier fees, or delivery issues caused by the shipping carrier. Customers should keep tracking numbers and should not ship products until the order and product details have been confirmed.
5. Restricted Or Special-Handling Products
Some products may need custom confirmation before they can be photographed, including large items, reflective items, perishable goods, liquids, fragile products, high-value items, or products that require special setup. PackToPixel may decline or pause an order if the product is unsafe, unsuitable, or different from the order details provided. Do not send hazardous, illegal, restricted, prohibited, unsafe, oversized, fragile, perishable, battery-powered, liquid, or high-value items without written approval first.
6. Product Condition And Cleaning
Products should arrive clean, complete, assembled where practical, and ready to photograph. PackToPixel may perform light dusting or basic handling, but deep cleaning, repair, assembly, label removal, product preparation, or unusual setup may require extra time or a separate fee.
7. Turnaround Times
Turnaround times begin after the product arrives at the studio and the order details are complete. Rush service applies only when purchased and confirmed. Delays may happen if shipping is late, product details are missing, the product arrives damaged, or the order needs custom handling.
8. Returns, Storage, And Unclaimed Products
Product return shipping is not included unless stated in the selected package or confirmed in writing. Customers may be asked to pay return shipping separately. If return instructions are not provided, PackToPixel may store the product for up to 30 days after final delivery. After that period, PackToPixel may dispose of, recycle, or donate unclaimed products where permitted by law.
9. Creative Direction And Revisions
Customers are responsible for providing creative direction, shot requirements, brand notes, and reference links before production begins. PackToPixel will use reasonable creative judgment when direction is missing or unclear. Minor editing corrections may be included, but reshoots, new creative direction, additional angles, new backgrounds, or changes requested after production starts may require an extra fee.
10. Cancellations And Refunds
Orders may be cancelled before production starts. Once product setup, shooting, editing, or other custom work has started, the order may be non-refundable because the service creates custom digital content. If PackToPixel cannot complete the service for a reason within its control, PackToPixel may offer a refund, credit, or replacement service.
11. File Delivery And Usage
Final files are delivered digitally through a private download link or another agreed delivery method. After full payment, customers may use delivered files for their own ecommerce listings, websites, ads, social media, and marketing. Raw files, project files, behind-the-scenes files, rejected edits, and working files are not included unless confirmed in writing.
12. Client Content And Rights
Customers confirm that they have the right to provide the product, trademarks, logos, packaging, reference images, text, and brand materials submitted to PackToPixel. Customers are responsible for ensuring their product claims, labels, packaging, advertising, and marketplace listings comply with applicable laws and platform rules.
13. Portfolio Use And Confidentiality
PackToPixel may show completed work in its portfolio, website, social media, advertising, or examples unless the customer requests confidentiality in writing before production begins. Confidential product launches, unreleased products, prototypes, or private brand materials must be clearly identified before shipping.
14. Limitation Of Liability
To the fullest extent allowed by law, PackToPixel is not liable for indirect, incidental, special, consequential, or lost-profit damages. PackToPixel's total liability for an order is limited to the amount paid for that order.
15. Contact
Questions about these terms or an order can be sent to hello@packtopixel.com.