Frequently Asked Questions

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 $5. You can find information about more shipping here: http://www.jetpens.com/articles/Shipping_and_Returns
Do you ship overseas?	Yes! We ship to all 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, PayPal, and money orders. For money orders (in US currency) you can mail your payment to the following address. Include the items you would like to purchase. Please be sure to include payment for shipping and make your payment out to "JetPens". JetPens 2050 Gateway Place, Suite 100-184 San Jose, CA 95110 Your order will be processed after your payment is received. Please note that if any items are out of stock at the time your money order is received, your order will not be processed until all requested items are in stock. This may cause delays, as most (but not all) items are restocked every 3 weeks or so.
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 stand behind the products we sell. 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, you can click the restock notification link on the product page and log in to your JetPens account. Then you'll get an automated email as soon as the item comes back into stock.
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?	Most orders placed on JetPens.com enter the shipping process very quickly so we can get your items to you as soon as possible. Orders already in the packaging or shipping process cannot be canceled. 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. To cancel your order, click the My Orders link under My Account. Click the Cancel Order button for the order you would like to cancel.
Wow, I love your products!!	Thanks. We love them, too!
Can I suggest a product?	Sure, we are always looking to expand our product selection. You can tell us about it by using the Contact Us form and we will add it to our product request list. Every request is reviewed though not all can be fulfilled.
Are there bulk discounts?	Bulk discounts are not available. For companies that wish to purchase more than 200 pcs of one model (one SKU only, items cannot be mix and matched), please contact us to see if courtesy customization may be available on your special order. The minimum lead time for special orders is 3-4 weeks prior to shipment from our warehouse. Free shipping offer is not applicable on special orders. When you contact us, please include the item and quantity you are looking for and your company logo.
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?	Of course, 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?	We do have a phone number, but since the warehouse is often busy we can't always answer your 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 Team is available Monday through Friday and will respond to your email within 1-2 business days. Rest assured, we promise to address any questions or concerns you have quickly and efficiently!

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Jetpens.com is a BBB Accredited Business. Click for the BBB Business Review of this Internet Services in San Jose CA