Frequently Asked Questions

Below is a list of frequently asked questions regarding our products and services. For any questions that aren't answered here, please email us at sales@officialpix.com. By placing an order with us, you agree to our Terms & Conditions.

Ordering

Q. Can I combine Pre-Orders with In-Stock merchandise?

A. Sorry, not at this time. Pre-Sales and In-Stock items may need to ship from different Official Pix offices, and at different times. Should you place an order for both a Pre-Sale and In-Stock merchandise, we will split the order and ship separately, which will likely incur additional postage.

Q. Can I phone in an order?

A. No, we currently are not set up to take phone orders.

Q. Can I ship the order to another location other than my billing address?

A. Yes, you will find a separate button marked "Shipping Address" on the billing information screen if you wish to ship to an address other than the billing address. Click on this button only if they are different.

Q. How will the charge appear on my Credit Card?

A. The charge on your credit card will be from Official Pix by C2 Ventures.

Q. Can I return my order?

A. Non-Personalized autographs & unsigned photographs may be returned to us for a full refund less shipping and Shopify transaction fees if postmarked within five (5) calendar days of receipt using USPS delivery dates. Merchandise must be returned in excellent condition so we may re-sale to another customer. Wholesale autographs and Personalized autographs made out to the customer may not be returned.

Shipping

Q. How long will it take to receive my order?

A. Orders ship from either the Dallas, TX or the Clermont, FL area and domestically take between 1 and 6 days, depending on how far away you are from that shipping office. International orders can take 5 days to several weeks depending on customs clearance for your country.

Additionally, if you utilize our autograph Pre-Order/Send-In service, depending on the number of orders received, it can take between 15-30 days, or more, after the signing is complete to post your item(s) in the mail. We update signing and shipping status on our Signing Status page.

Q. What are the shipping & handling costs?

A. The shipping & handling rates will vary depending upon the size, weight and the location. Autographed photo shipping and handling starts at $10.95 in the United States. Larger, more bulky items that require more packaging for safe transit will require higher shipping charges. You can view the actual shipping and handling charges at the "order confirmation" stage of the ordering process.

Orders shipping outside USA

Q. Do you collect or pre-pay destination international import duties, or VAT?

A. We do not. It is the responsibility of the receiver to pay any billed import duties or VAT. It’s good practice to be aware this may be required and pro-actively track your package to ensure it doesn’t get stuck in customs, and eventually returned to us because of lack of pick up. It does happen that customers aren’t aware their customs officials are attempting to contact them for payment, so be vigilant. It's important to note that we have no control over, or visibility to these charges. Should a package be returned to us for any reason other than our mistake, resending it will be at additional cost to the customer.

Q. Will I be charged International Customs Charges or Broker Fees (For clearance and or local taxes)?

A. Most international customs offices charge for all incoming merchandise. Either customs clearance charges, or in most cases, local taxes for your country as do some mail carriers acting as brokers. We have no control over these charges by your local government and carriers which often represents a percentage of the value of the package. We are required by law to list the purchase price (less shipping) of your order. Items refused by you for these charges are sometimes returned to us, but not always. If an item is returned to us, you will be responsible for postage fees to ship again. These returns are non-refundable.

Q. Special considerations for UK and EU customers.

A. Due to changes with the way the UK and EU member nations custom offices handle international packages we only ship packages to the UK and EU with a minimum value of £135 ($180) before shipping and handling. It’s our understanding all these orders will incur VAT, which you are responsible for.

You always have the option of shipping to a friend outside these areas, and separately arranging delivery from them.

Q. What if my package gets returned?

A. Should a package be refused due to failure to pay VAT, failure to claim a signature required package, or returned to us for any reason other than our error, additional postage will be required to resend it.

Q. How are the items shipped?

A. Domestically, we ship all of our packages using USPS First Class & Priority Mail. Internationally, we use USPS First Class International, Priority International & Priority Express International. All orders are shipped tracked. For certain countries with a high volume of package loss or theft, we only ship Priority International which is more expensive than First Class, but it ensures that the package is in transit for half the time leaving less chance of an issue occurring.

Q. How are the items packaged?

A. We use specially designed sturdy boxes and tubes with ample packing to avoid damage while in transit. At our discretion, we may choose to ship 11x14, 11x17, 12x18, 13x19s rolled in tubes that historically can be safer on larger items than shipping the same item flat.

Q. What are my payment options?

A. We accept credit cards via SHOPIFY. Just fill out the billing information during the ordering process. We cannot accept cash or checks. On older orders, please note: Due to changes with the way PayPal is handling transactions, currently, any order cancelled by either Official Pix or by the customer will be refunded minus the PayPal fee portion (and shipping fees on Send-In orders).

Other

Q. Where do you get your autographs?

A. Official Pix acquires all of its inventory directly from the celebrities. With an estimated 50-90% of all online autographs considered fakes in a recent report by the FBI, why risk your money? We only bring you autographs personally obtained by us. Nothing bought from other dealers, or individuals claiming they got it from their best friends neighbor or from someone who claims it was an "in-person" autograph. This is the only way to offer a complete guarantee that every autograph we sell is the real deal. Because of this, we are proud to offer a lifetime guarantee on the authenticity of each and every autograph we sell.

Q. Where on the image do you have the celebrity sign the item?

A. We make recommendations for the celebrity to sign in obvious blank spaces, or in other areas where the signature will better stand out, but all autographed items are different. Your purchase may vary from the one shown in the store.

Q. Do you offer a Certificate Of Authenticity with your autographs?

A. For Pre-Ordered or in stock signed photographs, Official Pix includes a paper COA card with each autograph and a numbered hologram COA sticker on the back of each item. For personal Send-In items, we also use our numbered hologram COA sticker on most items. Please note, if our 1"x1.5" rectangular sticker does not fit or could easily be pulled off the item without severe damage, it doesn't get one. This would include clothes, canvas art prints and certain props that a sticker won't properly adhere to. We take the issuance of this certificate very seriously. Buyers beware: Some unscrupulous autograph dealers not only fake signatures on their merchandise, they offer their own COA making many COA's on the market as worthless as the fake signature they accompany. Why risk your money with other dealers? Get your autographs from Official Pix, the most trusted source for authentic STAR WARS autographs in the world. Additionally, we now offer authentic autographs from many other shows and films.

Q. Where do you put the holographic shield on your autographs?

A. It depends on the item. For photographs, our first choice is the bottom left corner, however if putting the shield in that position covers an important part of the image, or might cover part of the signature, we may place it in the bottom right corner. For other items, it just depends on the size and where the celebrity has signed. Shield stickers are generally reserved for signed photos, but we occasionally place them on certain other items.

Q. Where can I sell or trade autographs & photographs that I obtained from Official Pix?

A. The best place to list autographs & blank Star Wars photographs for sale or trade, that were obtained directly through Official Pix, is our Official Pix Autograph HQ Facebook group. If you ordered an autograph through us, and it has the proper shield sticker on the front and/or the COA sticker on the back, it’s eligible to list for sale or trade in the group. Please note: Autographs purchased through us are only eligible to be listed for sale after 60 days have passed from the time the order is delivered.