General FAQs
When Will a Product be Restocked?
Request a New Product
Problem With an Order?
Where’s My Order?
Returns and Refunds
Shipping Rates and Information
Gift Certificate Help

General FAQs

I’ve been hearing all this buzz. What is so special about Japanese pens??
Kanji (Chinese characters) are much more complex than the English alphabet. A single character can have up to 30+ strokes! As a result of this intricacy, many writing instruments in Asia are much more precise than those available in the United States. At JetPens you'll be amazed to find fine point writing instruments that you can't find anywhere else in the world. In addition, we have mind-boggling colors that will beat the selection at any local office store. JetPens is a home for pen fanatics.



How much does shipping cost?

Shipping is FREE for domestic orders over $25 (total before sales tax). Standard First Class shipping for domestic orders is otherwise $6. You can find information about more shipping here: http://www.jetpens.com/articles/Shipping_and_Returns.

Do you ship overseas?
Yes! We ship to most countries around the world. We have various international shipping methods available. You can find information about them here: http://www.jetpens.com/articles/Shipping_and_Returns

International Priority is recommended. Sorry, the free shipping promotion does not apply to international orders.

What form of payments do you accept?
We accept Visa, Mastercard, American Express, Discover, and PayPal. We do not accept personal checks, cash or money orders.


Is your website secure?
Yes, all your information is encrypted in transmission using industry-leading SSL technology (the same technology used by all major online retailers and for online banking) and all credit card information is deleted once a transaction is processed.

What is your return policy?
We accept returns of products in their original condition within 30 days of purchase. To be eligible for return, products must be received at the return center within 50 days of the purchase date. Shipping fees cannot be refunded. Returns must include an RMA.

Click Here to create a return merchandise authorization form (RMA).

An item I want is out of stock, when will it be restocked?
We restock the majority of our items approximately every two to three weeks, though some special products may be back ordered and can take longer. If an item is out of stock, click the restock notification link that says, "Notify me when it's back in stock" on the product details page above the gray "Sold Out" button, and log in to your JetPens account. You will then be automatically notified when the product comes in.

I get an error when I check out, what do I do?
Please log in to your JetPens account and contact us and we can process your order for you by sending you an invoice by e-mail.

Okay! I just placed an order. When will it be shipped?
When you place an order, we ship it within the next business day. Customers are always impressed to find out how quickly their order arrives.

I changed my mind. How do I add/remove items or cancel my order?
We don't currently support adding to or removing items from an existing order. Please cancel your order instead and recreate it to your liking.

Up to 1 hour before an order is packaged, you may self-cancel your order by clicking the My Orders link in My Account. Click the Cancel Order button for the order you would like to cancel. You can then place another order at your convenience. Note only orders in the "Processing" state can be canceled.

Wow, I love your products!!
Thanks. We love them, too!





Can I suggest a product?
We are always looking to add more great products to our product selection. You can inform our buyers of new product requests by logging in and filling out the following form: https://www.jetpens.com/ProductRequest

Our buyers review your requests monthly, but please keep in mind that not every request can be fulfilled.

Are there bulk discounts?
Sorry, bulk discounts are not available. If you wish to purchase a quantity more than what is currently in stock, you may contact customer service. When you contact us, please include the item and quantity you are looking for.

Where are you located?
Our warehouse is located in the beautiful Bay Area of Northern California. We do not have a physical storefront, we are an online store only.


I have more questions that are not answered here. What do I do?
We are always happy to answer your questions. You can ask us by using the Contact Us form (preferred) or by e-mailing us at JetPens [at] JetPens [dot] [com].

Do you have a phone number I can call?
The easiest and most efficient way to contact us would be to use our Contact Us form. You can use that form to leave your number with a convenient window to call. The JetPens Customer Service Email Team answers your emails Monday through Friday from 10 am - 5 pm PST, excluding recognized holidays, but you are welcome to email us any time.

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When Will a Product be Restocked?

We restock the majority of our items approximately every two to three weeks, though some special products may be back ordered and can take longer. If an item is out of stock, click the restock notification link that says, "Notify me when it's back in stock" on the product details page above the gray "Sold Out" button, and log in to your JetPens account. You will then be automatically notified when the product comes in.

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Request a New Product

We are always looking to add more great products to our product selection. You can inform our buyers of new product requests by logging in and filling out the following form: https://www.jetpens.com/ProductRequest

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Problem With an Order?

How do I view and track recent orders?
You can get shipping and tracking information on your order when you click the link "View Order Details" under My Orders in My Account.

How quickly will my order be processed?
Orders are usually packaged and shipped within one business day after they are processed online. Orders placed by 7:30 AM PST on business days will usually be shipped the same business day. JetPens does not ship on weekends and holidays.

How do I cancel/edit my order?
We cannot add or edit items in orders once they are placed in our system. We do not store payment information for security purposes.

However, up to 1 hour before an order is packaged, you may self-cancel your order by clicking the My Orders link in My Account. Click the "Cancel Order" button for the order you would like to cancel. You can then place another order at your convenience.

Note only orders in the "Processing" state can be canceled.

Exchanges
We don’t handle exchanges but would be happy to help you process a return and refund of any new and unopened items. When the refund is processed you may place a new order for an alternative product.

Damaged or defective items
Our customer service team can help if an item arrives damaged or defective. Please contact us with your order ID number and information regarding the damaged or defective product.

Wrong or missing items
If an item is incorrect or missing from your order, please contact us with your order ID number and information regarding the wrong or missing product.

How do I make a return?
We accept returns of products in their original condition within 30 days of purchase. To be eligible for return, products must be received at the return center within 50 days of the purchase date. Shipping fees cannot be refunded. Returns must include an RMA.

Click Here to create a return merchandise authorization form (RMA) and enclose it with your return. Package the item(s) securely (you can reuse the bubble envelope if you still have it). Do NOT use letter envelopes as they are machined and products will get damaged in the mail.

In general, we highly recommend using a tracked form of mailing such as delivery confirmation or registered mail. JetPens is not responsible for any returns that get lost in the mail transit process.

We must receive the return within 50 days of the purchase date in order to issue a refund to the original form of payment. Once we process your return, we will issue a refund and notify you via email.

Returns are processed once a week by the warehouse so please allow 7 to 10 days after the return is received for it to be processed.

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Where’s My Order?

How do I view and track recent orders?
You can get shipping and tracking information on your order when you click the link "View Order Details" under My Orders in My Account.

Tracking says "Delivered" but package not received
Sometimes orders can be inadvertently scanned by the post office before they reach their destination. It can take up to 5-7 business days for orders to arrive through first class mail according to USPS. USPS will not allow us to open an investigation on the package until after the given time frame. Please contact us if your order does not arrive by the seventh business (Mon-Fri) day.

Wrong or missing items
If an item is incorrect or missing from your order, please contact customer service with your order ID number and information regarding the wrong or missing product.

Order shipped internationally not received
USPS will not allow us to open an investigation on a package until after their given time frame. Please wait the full period of the estimated delivery times listed on our shipping page. Internationally shipped orders may be subject to customs clearance procedures outside of our control which can cause delays beyond the original delivery estimates. According to the time frames suggested by the USPS, please wait up to 45 days for international first class mail and 20 days for expedited mail before contacting customer service.

International First Class
First Class International Mail does not include a tracking service, thus it is not recommended. According to USPS it can take anywhere from two weeks to 45 days to arrive. USPS will not allow us to open an investigation on a package until after their given time frame. If at the end of 45 days your order does not arrive, please contact customer service and we would be happy to work with you.

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Returns and Refunds

How do I make a return?
We accept returns of products in their original condition within 30 days of purchase. To be eligible for return, products must be received at the return center within 50 days of the purchase date. Shipping fees cannot be refunded. Returns must include an RMA.

Click Here to create a return merchandise authorization form (RMA).

Exchanges
We don’t handle exchanges but would be happy to help you process a return and refund of any new and unopened items. When the refund is processed you may place a new order for an alternative product.

What is the status of my return?
Returns are processed once a week by the warehouse so please allow 7 to 10 days after the return is received for it to be processed. Once we process your return, we will issue a refund and notify you via email.

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Shipping Rates and Information

Available shipping rates and options
We ship to many countries around the world. We have various international shipping methods available. You can find information about them here: http://www.jetpens.com/articles/Shipping_and_Returns

International shipping options
We offer several different international shipping methods. Shipping prices are based on the weight of an order. Please keep in mind that not all methods are available to all areas. Specific shipping methods and associated prices available to you will be listed during the checkout process. For more shipping details, visit our Shipping page.

US shipping options
We offer free standard shipping on orders over $25 to the US. For more shipping details, visit our Shipping page.

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