We purchased several Shopify themes from this company, a few years later they issued DMCA take downs to stores for the purchased themes. We were able to get these reversed as we had proof of purch... Toon meer
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We bought themes from PixelUnion/Out of the Sandbox for a dozen plus merchants, and they are bulk DMCA'ing them even though they were all purchased legitimately. Shopify gives you 3 days total to get... Toon meer
Bedrijf heeft geantwoord
They destroyed my store for 2 days with an automatic DMCA knowing I had purchased their theme but their registering app does not work. They didn't care at all. Also their update app is a failu... Toon meer
Bedrijf heeft geantwoord
Pixel union has good templates. I have Empire template for my own Shopify store. But take care because the technical support is very very slow. So if you have your own developer, you can go wit... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
We make Shopify themes, apps, and build custom sites and stores for the world's best brands and creators. Pixel Union is a Victoria-based design agency that specializes in ecommerce. We make themes and apps for platforms like Shopify, BigCommerce, WordPress and Tumblr. Our products have been used by millions of people and brands, including MoMa, Tesla, the White House, the Tonight Show, the LA Lakers, the BBC, and more
Contactgegevens
Broad Street 1221, V8W 2A4, Victoria, Canada
- info@pixelunion.net
- pixelunion.net
1,5
Zeer slecht
29 reviews
Heeft 100% van zijn negatieve reviews beantwoord
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Terrible company
We purchased several Shopify themes from this company, a few years later they issued DMCA take downs to stores for the purchased themes. We were able to get these reversed as we had proof of purchase but only once the sites had been down for ~24 hours and the store owners had gone through significant stress.
I will never purchase from this company again and recommend that everyone else avoid them. They are aggressive to paying customers - they need to be more focused on their record keeping and a lot less on issuing DMCA notices.
When there are so many other themes out there with the same features there is just no need to put yourself or your customers at risk by dealing with Out Of The Sandbox / Pixel Union or whoever they are this week.
19 juni 2025
Review zonder uitnodiging
Antwoord van Pixel Union
Hi Andy,
Thank you for your feedback. For clarity, Pixel Union follows Shopify’s platform requirements, which include verifying that themes are properly licensed and registered to the original purchaser.
When a license cannot be confirmed, we reached out to affected merchants on February 9, February 22, March 1, and June 14 of 2023 with steps to resolve the issue.
If no valid license is verified, theme access may be impacted in alignment with Shopify’s terms.
If you still need assistance verifying your theme license, support is available through our Help Center with a valid Shopify order number.
Regards,
Out Of The Sandbox
worst support from Pixel Union
The theme is good, but the support is very bad, no one is here to help, and I don't know why they are selling themes when they cant offer a good support.
21 mei 2025
Review zonder uitnodiging
Antwoord van Pixel Union
Hi Mahendra,
We appreciate your positive comments about the theme quality!
Our support team typically responds within 24 hours, with a published window of up to 3 business days, exclusively to verified purchasers who submit requests through the Help Center with a valid Shopify order number.
Our support covers theme-related issues as outlined in our policies, while advanced customization or third-party app integrations may require additional developer assistance.
We encourage merchants needing help to use the official Help Center channels to ensure timely and accurate support.
Regards,
Out Of The Sandbox
Abusive with DMCA towards paying merchants
We bought themes from PixelUnion/Out of the Sandbox for a dozen plus merchants, and they are bulk DMCA'ing them even though they were all purchased legitimately. Shopify gives you 3 days total to get PixelUnion to retract the claim, but PixelUnion support doesn't reply that quickly, so the store gets shut off. It was never a requirement to register the theme when we first bought them for our customers years ago. PU never reached out either, they just file the claim en masse. Truly a horrible way of doing business.
21 maart 2025
Review zonder uitnodiging
Antwoord van Pixel Union
Hi there,
Thank you for your feedback and for recommending our themes to your clients.
For clarity, Pixel Union follows Shopify’s platform requirements, which include verifying that themes are properly licensed and registered to the original purchaser.
When a license cannot be confirmed, we reached out to affected merchants on February 9, February 22, March 1, and June 14 of 2023 with steps to resolve the issue.
If no valid license is verified, theme access may be impacted in alignment with Shopify’s terms.
If you still need assistance verifying your theme license, support is available through our Help Center with a valid Shopify order number.
Regards,
Pixel Union
Out of the Sandbox and Pixel Union have…
Out of the Sandbox and Pixel Union have proven to be some of the most unprofessional and irresponsible theme developers in the e-commerce space. Their mishandling of a baseless DMCA claim against our Shopify store, paired with their complete lack of communication and accountability, is nothing short of outrageous.
False Claims with No Accountability
We purchased the theme from Out of the Sandbox years ago—legally and in good faith. Yet now, we’re being hit with a Digital Millennium Copyright Act (DMCA) takedown notice claiming we’re using an unlicensed version. What’s worse, Pixel Union, which apparently now owns or operates Out of the Sandbox, is making these accusations while offering no support or clear path to resolution. How is this even allowed? They profit from selling their themes and then turn around and penalize their paying customers.
Terrible Customer Experience
Pixel Union’s response—or lack thereof—is abysmal. There’s no support to resolve their mistake, no acknowledgment of our purchase, and no accountability for their actions. We’ve emailed, we’ve provided proof of purchase, and still, they’ve left us scrambling with no assurance that they’ll withdraw their baseless claim. Instead, they’re content to leave Shopify holding the bag while businesses like ours face the threat of being shut down.
Destructive Business Practices
Pixel Union’s approach is a nightmare for business owners. Their arbitrary DMCA takedown claims come without warning, forcing businesses to drop everything to defend themselves. They’ve weaponized copyright law to disrupt hardworking businesses, and their lack of coordination with Shopify only amplifies the chaos. For a company that markets itself as providing “premium” themes, their behavior is anything but professional.
13 januari 2025
Review zonder uitnodiging
Antwoord van Pixel Union
Hi Matthew,
Thank you for your feedback!
For clarity, Pixel Union follows Shopify’s platform requirements, which include verifying that themes are properly licensed and registered to the original purchaser.
When a license cannot be confirmed, we reached out to affected merchants on February 9, February 22, March 1, and June 14 of 2023 with steps to resolve the issue.
If no valid license is verified, theme access may be impacted in alignment with Shopify’s terms.
If you still need assistance verifying your theme license, support is available through our Help Center with a valid Shopify order number.
Regards,
Pixel Union
They destroyed my store for 2 days with…
They destroyed my store for 2 days with an automatic DMCA knowing I had purchased their theme but their registering app does not work.
They didn't care at all.
Also their update app is a failure, it removes customizations.
My advice is to go find something else
10 januari 2025
Review zonder uitnodiging
Antwoord van Pixel Union
Hi CF,
Thank you for your feedback!
For clarity, Pixel Union follows Shopify’s platform requirements, which include verifying that themes are properly licensed and registered to the original purchaser.
When a license cannot be confirmed, we reached out to affected merchants on February 9, February 22, March 1, and June 14 of 2023 with steps to resolve the issue.
If no valid license is verified, theme access may be impacted in alignment with Shopify’s terms.
If you still need assistance verifying your theme license, support is available through our Help Center with a valid Shopify order number.
Regards,
Pixel Union
Suport take 10+ days to reply and then…
Suport take 10+ days to reply and then reply to questions not even asked. Awful support experience. When we then copied the content of one Shopify Store to another I found myself locked out of the second store until I paid Shopify for the theme which I did not even want. I have been 6 weeks asking for support related to performance issues with the EMPIRE THEME and I cannot get any support from Pixel Union. I am not in the habit of placing Negative Reviews however I see no option given the lack of respect shown by Pixel union and the fact Shopify claim they cannot help as the theme came from a third party. It was Shopify who took the money !
1 november 2024
Review zonder uitnodiging
Antwoord van Pixel Union
Hi Jason,
Thank you for your feedback!
As outlined in our support policy, we aim to reply within 24 hours; however, please allow 1-3 business days. Response times may vary based on ticket volume and complex issues may take longer to resolve if they require additional research or consultation.
Additionally, Shopify themes must be registered to the original purchaser, are single-store licenses, and do not transfer automatically between stores, which is consistent with Shopify’s licensing terms.
For verified purchasers experiencing performance or other theme-related issues, support is available through our Help Center with a valid Shopify order number.
Regards,
Pixel Union
The had my site taken down accusing me…
The had my site taken down accusing me of stealing a theme that I never even had. Shame to do that to a small business. Now i'm stuck trying to get them to respond via email.
30 oktober 2024
Review zonder uitnodiging
Antwoord van Pixel Union
Hi Deb,
Thank you for your feedback!
For clarity, Pixel Union follows Shopify’s platform requirements, which include verifying that themes are properly licensed and registered to the original purchaser.
When a license cannot be confirmed, we reached out to affected merchants on February 9, February 22, March 1, and June 14 of 2023 with steps to resolve the issue.
If no valid license is verified, theme access may be impacted in alignment with Shopify’s terms.
If you still need assistance verifying your theme license, support is available through our Help Center with a valid Shopify order number.
Regards,
Pixel Union
Scam - do not use Pixel Union!
Launched DMAC claim & gave 24 hours to respond to a theme I purchased through them (!) & they take 3 days to respond! Meanwhile my site has been taken down in a peak sales period & I'm losing thousands of dollars. Money making scam from Pixel Union as I’m now forced to repurchase! DO NOT PURCHASE one of their themes. I’m also very disappointed with Shopify’s process here too.
26 september 2024
Review zonder uitnodiging
Antwoord van Pixel Union
Hi James,
Thank you for your feedback!
For clarity, Pixel Union follows Shopify’s platform requirements, which include verifying that themes are properly licensed and registered to the original purchaser.
When a license cannot be confirmed, we reached out to affected merchants on February 9, February 22, March 1, and June 14 of 2023 with steps to resolve the issue.
If no valid license is verified, theme access may be impacted in alignment with Shopify’s terms.
If you still need assistance verifying your theme license, support is available through our Help Center with a valid Shopify order number.
Regards,
Pixel Union
Horrible and slow customer service and…
Horrible and slow customer service and themes are inflexible and buggy. I DO NOT recommend their designed website themes.
23 september 2024
Review zonder uitnodiging
Antwoord van Pixel Union
Hi Sara,
Thank you for sharing your experience with our theme and support.
As outlined in our support policy, we aim to reply within 24 hours; however, please allow 1-3 business days. Response times may vary based on ticket volume and complex issues may take longer to resolve if they require additional research or consultation.
Our themes are built to meet Shopify’s development standards and are successfully used by thousands of merchants across varied store setups.
All known bugs that are store breaking, meaning the customers are unable to checkout, are patched up by our technical team during the support interaction.
For all non-store breaking bugs, these are addressed through scheduled updates aligned with Shopify’s platform changes and quality standards.
If you’re still experiencing issues with the theme, please reach out to us via our Help Center.
Regards,
Pixel Union
Overpriced themes with terrible support
Terrible company. They charge an arm and a leg for their Shopify themes that are FULL of bugs. I purchased Empire for my store and it has been nothing but problems. There is a call to action button on my sub-collection page that does not work and this prevents most of my product catalogue from being seen. I have emailing their customer service team for weeks and they cant even figure out how to fix the issue... useless company.
29 juli 2024
Review zonder uitnodiging
Antwoord van Pixel Union
Hi Raith,
Thank you for your feedback!
For clarity, we typically respond to support requests within 24 hours, with a published window of up to 3 business days during high volume periods, as outlined in the support policy on our website.
Issues within the theme are often caused by customizations or third-party integrations, which are outside our scope of support. In these cases, we recommend working with a Shopify Expert to diagnose and troubleshoot compatibility issues between the theme and third-party apps/and or custom code.
All known theme bugs that are store breaking, meaning the customers are unable to checkout, are patched up by our technical team during the support interaction.
For all non-store breaking bugs, these are addressed through scheduled updates aligned with Shopify’s platform changes and quality standards.
If you’re still experiencing issues with the theme, please reach out to us via our Help Center.
Regards,
Pixel Union
Google HATES the Empire theme and their…
Google HATES the Empire theme and their support is a joke.
We purchased the Empire theme and reached out to Pixel Union a few times over the last few months with specific issues and each time they point you to a 'Shopify Expert' who you must pay to fix the problem. I actually believe they're affiliated with these 'experts' in some way. Once they get your money, they couldn't care less. Their support is miles behind the Shopify platform. We're used to diligent support from all developers, even $10 apps. They understand your issue and do some work to fix it. Not these gangsters. They'll scan read your issue and paste a generic response. Once challenged they'll throw around phrases like 'out of our scope' and point you to an 'expert' who you have to pay. For the price tag of this theme, it's criminal.
The icing on the cake is the speed. Google HATES this theme and will penalise your site massively. Of course Pixel Union don't care about that and it's 'out of their scope', so you'll have to pay a third party to salvage it.
When I left a review on their theme page, they responded very disingenuously insinuating that I asked them to improve our google rankings or to help with third party apps. I wouldn't be surprised if they do the same with this review. I asked Pixel Union to help deal with the render-blocking that was coming from THEIR OWN theme files and was the biggest contributor slowing our site down, which of course was too much to ask.
If you're thinking of buying, don't be fooled by their pretty theme layouts. The company themselves are greedy and lazy, and you'll spend a lot more money on top of their already expensive theme, to fix all the issues that come with it.
EDIT: In response to the owner's reply - I did say they'd do exactly what they've done.
Do better.
8 juli 2024
Review zonder uitnodiging
Antwoord van Pixel Union
Hi Nathan,
Thank you for your feedback!
For clarity, our themes are built to meet Shopify’s development standards and are successfully used by thousands of merchants across varied store setups.
Requirements, however, are not to be confused with optimizations.
We are here to support the built-in functionality of the theme, but are not able to troubleshoot any performance issues caused by customizations or help with SEO optimization.
For these types of concerns, we recommend working with a Shopify Expert who can tailor a plan specific to your store’s industry.
If you’re still experiencing issues with the theme, please submit a new request through our Help Center.
Regards,
Pixel Union
Beware of Pixel Union: A Scamming Experience with Theme Transfers on Shopify
If you’re considering purchasing a theme from Pixel Union for your Shopify store, think twice. My recent experience with them has been nothing short of a nightmare, revealing a shocking disregard for customer satisfaction and an alarming business practice that feels like a blatant scam.
Here’s what happened:
I purchased a theme from Pixel Union and opened a Shopify store. Unfortunately, we encountered an issue where we lost access to our primary account. Forced to start over, we decided to open a new Shopify store. Following the advice of a Shopify advisor, we downloaded the theme, transferred it to the new store, and made sure to delete it from the old one.
However, while we were diligently working on modifying the theme for our new store, we received a DMCA Takedown Notice from Pixel Union. They informed us that the theme we had spent considerable time and effort customizing would be taken down within 24 hours. We were given no opportunity to appeal or save our work before it was unceremoniously deleted.
Desperate for a resolution, I reached out to Pixel Union. Their response was infuriating—they demanded that we purchase the theme again instead of allowing us to transfer the license. This is nothing short of a cash grab. Instead of assisting a loyal customer in a difficult situation, they chose to exploit us for more money.
This experience has exposed Pixel Union’s true colors. Their developers are not only unhelpful but also seem indifferent to the struggles of their customers. Their actions suggest they prioritize profit over customer satisfaction, and their business practices are designed to extract as much money as possible from unsuspecting customers.
I urge anyone considering doing business with Pixel Union to be extremely cautious. My experience has been a clear warning that they cannot be trusted. It’s better to work with developers who value their customers and conduct their business with integrity.
Don’t fall victim to their tactics. Protect yourself and your investment by choosing a trustworthy and customer-friendly theme provider.
15 mei 2024
Review zonder uitnodiging
Antwoord van Pixel Union
Hi Kevin,
Thank you for your feedback!
As per Shopify’s licensing terms, each theme license can only be registered and used on a single-store.
The ownership of theme licenses is not transferred automatically as mentioned in our Terms & Conditions as well as in Shopify's own Terms. When a store is closed or a theme is moved without proper license verification, access to the theme may be restricted.
If a license cannot be verified, merchants are contacted directly—this occurred on February 9, February 22, March 1, and June 14 of 2023—with instructions to confirm ownership.
Verified purchasers can resolve any licensing questions by contacting our support team through the Help Center.
Regards,
Pixel Union
I wish I checked out these reviews…
I wish I checked out these reviews first. The support from Pixel Union on the Empire theme has been non-existent. We've had countless issues over the last few months and they have not helped us at all. Their support team is completely useless and unhelpful. Just get a different theme.
22 april 2024
Review zonder uitnodiging
Antwoord van Pixel Union
Hi Tivesh,
Thank you for sharing experience with our support team.
Our themes are designed to meet Shopify’s development standards and are actively used by thousands of merchants across a wide range of businesses. When functionality issues occur, they are frequently related to third-party apps, custom code, or store-specific configurations.
As outlined in our support policy, any issues that are caused by code modifications or third party apps are outside our scope of support and a Shopify Expert may be required in order to troubleshoot these types of issues.
Regards,
Pixel Union
I regret not checking the reviews…
I regret not checking the reviews before purchasing the Empire template. We encountered numerous bugs, resulting in significant expenses for fixes. Additionally, the template ranks poorly in loading speed among all Shopify templates (about 50th place), leading to additional costs for optimization. Pixel Union struggles to resolve their own template errors, resulting in ongoing expenses. Ultimately, we decided it wasn't worth it and migrated our shop to another template.
8 april 2024
Review zonder uitnodiging
Antwoord van Pixel Union
Hi Tobias,
Thank you for your feedback.
For clarity, our themes are built to meet Shopify’s development standards and are successfully used by thousands of merchants across varied store setups.
Requirements, however, are not to be confused with optimizations.
We are here to support the built-in functionality of the theme, but are not able to troubleshoot any performance issues caused by customizations or help with SEO optimization. For these types of concerns, we recommend working with a Shopify Expert who can tailor a plan specific to your store’s industry.
It’s also important to note that the Empire theme includes lazy-loading for a faster user experience, but online speed tests do not recognize this feature so the displayed results are not always indicative of the actual performance.
Regards,
Pixel Union
Such an idiotic company
Such an idiotic company. They keep getting Shopify to take our website down claiming we are using their theme when it doesnt even exist. Scam company along with Shopify too!!
14 februari 2024
Review zonder uitnodiging
Antwoord van Pixel Union
Hi there,
Thank you for your feedback!
For clarity, Pixel Union follows Shopify’s platform requirements, which include verifying that themes are properly licensed and registered to the original purchaser.
When a license cannot be confirmed, we reached out to affected merchants on February 9, February 22, March 1, and June 14 of 2023 with steps to resolve the issue.
If no valid license is verified, theme access may be impacted in alignment with Shopify’s terms.
If you still need assistance verifying your theme license, support is available through our Help Center with a valid Shopify order number.
Regards,
Pixel Union
Worse customer experience I have ever…
Worse customer experience I have ever had from any Shopify partners, I bought and installed the theme more than a year ago then transfer it to a new store about 8 months ago, I spoken with Pixel Union' team along the transfer process, everything was kind of smooth until yesterday, Pixel Union via Shopify legal sent me a DMCA Take Down notice asking me to either buy again or delete it within 24 hours, otherwise the will takedown the theme hence my whole store!!! how absurd and careless this action is, totally disregard the fact that I have paid for the theme and showed no care to my case after my attempts to resolve the issue.Check the Google review score and Stay away from this company for your Shopify theme
6 november 2023
Review zonder uitnodiging
Antwoord van Pixel Union
Hi Jin,
As per Shopify’s licensing terms, each theme license can only be registered and used on a single-store.
The ownership of theme licenses is not transferred automatically as mentioned in our Terms & Conditions as well as in Shopify's own Terms.
If a store is using a theme that has an unregistered license, this may result in theme access being restricted in accordance with Shopify’s policies.
If you now hold a valid order number from a completed transfer, or still need assistance transferring the registration, please contact our support team through the Help Center so we can review your case.
Regards,
Pixel Union
they stole $170 from me
21 oktober 2023
Review zonder uitnodiging
Antwoord van Pixel Union
Hi Bouarfa,
We create premium Shopify themes designed for long-term success on the Shopify platform.
If you believe there has been an issue with your purchase, please contact our support team through the Help Center with your valid Shopify order number so we can review your case.
For purchases made through the Shopify Theme Store, all inquiries are handled directly by Shopify.
Regards,
Pixel Union
Customer Service Lacking
Used an Out Of the Sandbox theme, owned by PU, support is via PU. Received a DMCA takedown notice which was initiated by PU via Shopify but it should not have happened as I have a valid theme licence.
Tried multiple times to reach out to PU support but took ages. The website was subsequently down for 5 days. That is not acceptable and they offer no apology.
PU say it's Shopify's fault, and says the license should have been registered on the correct domain however they should know it's a redirecting domain.
PU fobbed me off but they have to initiate the takedown notice and Shopify blames PU. They should have contacted me first but support is lacking.
Beware.
Reply to Pixel union
You support was totally useless and you never responded so my site was down for ages when I had paid a lot for your Flex theme. Nothing more to say here. I have moved to a better theme now.
11 september 2023
Review zonder uitnodiging
Antwoord van Pixel Union
Hi MJ,
Thank you for your feedback!
For clarity, Pixel Union follows Shopify’s platform requirements, which include verifying that themes are properly licensed and registered to the original purchaser.
When a license cannot be confirmed, we reached out to affected merchants on February 9, February 22, March 1, and June 14 of 2023 with steps to resolve the issue.
If no valid license is verified, theme access may be impacted in alignment with Shopify’s terms.
If you still need assistance verifying your theme license, support is available through our Help Center with a valid Shopify order number.
Regards,
Pixel Union
Could not be worse
Could not be worse. Bought a theme and then transferred shopify accounts. They then reported our new shop and the site has been taken down!
We then contacted Shopify ( as Pixel Union were not willing to help). They advised to a buy a new theme and delete the old to get a new licence number. We spent another £300 and 3 days later the shop is still down! Shocking service.
29 juni 2023
Review zonder uitnodiging
Antwoord van Pixel Union
Hi Steph,
Thank you for sharing your experience!
For clarity, Shopify themes must be registered to the original purchaser and do not automatically transfer between stores or accounts, per the licensing terms listed on both Shopify and our website.
Theme purchases and refunds through the Theme Store are handled by Shopify, not the theme developer. In this case, Shopify would need to facilitate a license transfer and help resolve the issue with the storefront.
Regards,
Pixel Union
AWFUL customer service and theme…
AWFUL customer service and theme support.
They want you LOTS OF $$ for the theme and then throw you to the dogs.
DO NOT USE their themes or Out of the Sandbox or Pixel Union.
27 december 2022
Review zonder uitnodiging
Antwoord van Pixel Union
Hi John,
Thank you for sharing experience with our support team.
Our themes are designed to meet Shopify’s development standards and are actively used by thousands of merchants across a wide range of businesses.
When functionality issues occur, they are frequently related to third-party apps, custom code, or store-specific configurations.
As per our support policy, any issues that are caused by code modifications or third party apps are outside our scope of support and a Shopify Expert may be required in order to troubleshoot these types of issues.
Regards,
Pixel Union
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