Customer Service

Due to high demand, we are prioritizing assistance for:

• Address updates
• Shipping assistance
• Account access issues
• Product support and feedback
• Technical questions ➡︎ try our Forum or Discord
  

⏳ The support desk is several weeks behind. Please read the following carefully before reaching out, or submitting additional tickets:

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➡️ “Any updates?” tickets: We simply can’t reply to all of these right now. We’re sorry. Kickstarter/pre-order updates remain your best source of current info, you will receive a shipping notification once your order has shipped.

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➡️ Address issues: You can now update your shipping address directly by logging into your account and going to the “Orders” section on the website.

• • If your order shipped and you had not contacted us to update your address, unfortunately, we can’t reroute it. We’ve included proactive reminders to update your address in nearly every monthly update. However—if you emailed us with an address change and we didn’t get to it in time, we will make it right once we reach your ticket. That’s on us. Please sit tight.

 

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➡️ Defective dice: Replacements will absolutely be honored. That said, timing depends on production flow and backlog. While the instinct to follow up is totally understandable, it won’t speed up the queue.

• • If you’ve received a die that won’t "wake up,” please try this first:
    • Let it charge overnight
    • Place it in the freezer while charging overnight (we know—it’s weird, but it often works). On single dice, connect a battery pack to the charger, or run a cord, as the charging case only charges the die when power is connected.
    • If the issue persists, email support@gamewithpixels.com with a short video or photos, and hang tight, we’ll get to you.

 

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➡️ Order visibility: If you can’t see your order due to system changes, we’re working on it, don't worry your orders have not been lost. During the migration process we accidentally created two accounts for a number of customers (typically because you used different emails for your account vs shipping info), we are working to fix all of those account issues.

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➡️ 'Payment Due' message: If you see a "Payment Due" message on your order, it is also a data migration issue and we are correcting these orders as well.

 

📩 Support desk: luna@gamewithpixels.com

 

🎲 Backers

For help creating or accessing your account, please view Kickstarter Update #58.

Current information about rewards fulfillment can be found on Kickstarter Updates. Please note that we may not have additional details about your specific order via the support desk at this time. We appreciate your support and patience.

🎲 Pre-Orders

We are thrilled to have you among the first to receive Pixels. Thank you for joining our community of early supporters.

Pre-orders placed through our website will ship after Kickstarter rewards have been fulfilled. Current shipping estimates are dependent on the products (singles, sets, bundles). We kindly ask that you monitor your email and our blog for the most up-to-date shipping estimates available. Updates are posted at the end of each month. 

Pre-Order terms and conditions can be found here.

🎲 Partnerships

📩 Email: partnerships@gamewithpixels.com

Pixels is a small startup with big dreams, passionate about the power of open-source community and collaboration. We are eager to partner with people and organizations to create magical experiences and achieve shared goals.

Want to work together? 🤝 Learn more about Pixels Partnerships here.