FAQI’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). See our shipping page
for more details.
Do you ship overseas?
Yes! We ship to most countries around the world. We have various international shipping methods available.
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?
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.
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.
For at least one hour after your order is placed, 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.
Can I suggest a product?
We are always looking to add more great products to our product selection. Please contact customer service
and our customer support team will help direct your suggestions to our merchandisers.
Our merchandisers 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.
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.
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
.When will my credit card be charged?
Your credit card will be charged immediately and your order shipped within one business day. Orders placed before 7:30AM PST on a business day will usually be shipped the same day.
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.
How do I exchange an item?
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 if an items arrives damaged or defective?
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.
What if I receive an incorrect item?
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.
What does it mean when the tracking record says "Delivered" but my package has not been 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.
What can I do about my international order that has not been 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.
Do you recommend 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.
I canceled my order through my account, but I was still charged for it. Will I be refunded?
Yes. By self-canceling your order, the order total was automatically refunded back to your original form of payment. Please keep in mind that it may take a few business days for the refund to post back to your account balance, as the original sale funds need to clear first
I returned an item, and received an email stating that it was processed and refunded. I still don't see the refund on my account, when will it show up?
Note that depending on your bank, it may take anywhere between 2-10 business days for the refund to show up on your statement, and be added back to your account balance.
I'm sending some items as a gift to someone. Is there pricing information on the order invoice that is included in the package?
The packing slip included in every JetPens order contains no pricing information, and only lists the order items, along with the shipping address. For gift orders, you can enter in a gift message for the packing slip once you reach the payments page of the checkout process; simply click the link underneath the credit card information fields that reads, "Add a Gift Message." This will reveal a box for you to enter in your gift message text, which will be printed directly onto the packing slip that is included with the order.
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].