FREQUENTLY ASKED QUESTIONS

 

Order Status

Where is my order?

It’s easy. Simply sign in to your account, and go into My Account. You will be able to view the details about your order status there. In addition, once an order has been shipped, you will receive an email from us which will include tracking information. These emails should appear in your inbox, however if you can’t find it in there, please make sure to check other folders (junk, spam) as well. Make sure to mark EndlessPens emails as secure so that all future emails will be received in your inbox.

 

My order was cancelled unexpectedly! Why?

Shopify flagged your order as high risk of fraud. As per our protocol, we screen orders before fulfillment to see if they're fraudulent. If your order has been flagged incorrectly, please contact sales@endlesspens.com with your order number to appeal your order.

 

Sales and Discounts

I forgot to use the discount code! Can I still redeem the discount?

Has it been 24 hours since you placed your order? Don't worry, we have you covered! Simply contact us at sales@endlesspens.com and give us your order number—we will send you Store Credit equivalent to your discount.

 

I've paid for an order, but then it went on sale! Can I still redeem the discount?

We love to put products on sale, as such if an item has been ordered and goes on sale we will honor the new sale price by extending Store Credit (redeemable for up to 365 days) for the difference, if and only if the item has not yet been shipped.

Kindly contact sales@endlesspens.com for your unique code.

 

Can I combine different promos?

We only allow ONE DISCOUNT CODE PER ORDER.

 

Buy one, get one offer / promo - but I didn't receive it!

Please make sure you add the free item to your cart. At checkout, your item will be marked FREE.

If you forgot to add the free item to the cart, don't worry! Contact us at sales@endlesspens.com and we'll be happy to send you your free item — provided that it has only been 7 days from the date you placed your order, and stock is still available. Shipping cost of the free item will be shouldered by the customer.

 

How long can I wait to use my Gift Card?

If we issued you a Gift Card as Store Credit, it's valid for 365 days from the date we issued it.

If you purchased the Gift Card it has no expiration, and is as good as cash.

 

Can I use multiple discount codes and Gift Cards on one order?

At checkout, you can only use one discount code. But you can combine one discount code and multiple Gift Cards on one checkout.

 

Price Match Guarantee - I found a site that offers my pen at a lower price.

If you find a pen at a lower price on another website / store we will match the price.

You must provide a current link of the product from an authentic website / seller / retailer. The item must be in brand new condition, have the same shipping terms, and must be in stock at the time you are requesting the price match.

 

Warranty

All our products are genuine, produced by globally recognized Brands. They all have gone through meticulous and thorough quality control checks before they leave their respective manufacturing facilities.

Visit our Warranty Page

 

Pre-Order Policy

What is a Pre-Order?

A Pre-Order product is an item that is for sale on our website, but which is not in stock at the moment. By Pre-Ordering a product, you are actually reserving this item in advance before they are officially available in our store without having to worry about this product selling out.

 

What is the 99-Day Promise?

We will ship all Pre-Orders within 99 days (this does not apply to Special Pre-Orders). If we do not ship your product(s) within that time frame, you may choose the following options:

  • An additional 10% discount to your order that will extend the Pre-Order as advised by the supplier.
  • Cancel your order for the Pre-Order product and issue you a full refund along with Store Credit amounting to 10% of your Pre-Ordered product.

If you have a Pre-Order and we are unable to procure the item for you, we will cancel the product from your order and fulfill the in-stock items. If the Pre-Order item is the only order, we will cancel it and refund the amount.

 

What is a Special Pre-Order?

A Special Pre-Order item is a product that is EXCLUDED from our 99-Day Promise, which is indicated on the product description. Examples would be Urushi pens, or pens with Maki-e design that require a longer production period from the manufacturer.

 

Do you charge my credit card at the time of purchase?

Yes, full payment for all Pre-Order categories will be captured at the time of purchase.

 

Tier Perks

What are Tier Perks?

Please visit our Tier Perks page to find out more!

 

Apple Pay

How do I use Apple Pay?

Apple Pay is available on desktop, but only when using Safari on MacOS 10.14.1 on one of the following devices:

  • iPhone (SE, 6, 6 Plus, or newer)
  • iPad (Pro, Air 2, mini 3, or newer)
  • Apple Watch
  • MacBook Pro with Touch ID
  • Any Mac model (2012 or newer) plus an Apple Pay-enabled iPhone or Apple Watch

 

Changing Your Currency

How do I change the currency on the store?

Scroll down to the very bottom of our website, and look at the bottom-left portion. You should see our currency dropdown there, above the copyright notice.

Here's a screenshot for reference:

Just click the drop-down, and select your preferred currency.

 

Unique Pen Patterns

Why do my pen's color swirls not look exactly like the photo?

There are certain pens featured on our website where each raw material is unique per pen. The variation of the material makes each pen special, unique, and truly one of a kind!

Because of the uniqueness of these pens, we will not be able to guarantee that the pens received will match the listing images exactly, and neither will we be able to take individual pictures of each pen.

If you receive a pen with a color pattern that you don't prefer, you may return it as Change of Mind. And if you are a Platinum or Gold member, this Change of Mind return will incur no fees.

The writing instruments that feature unique pen blanks include:

  • Some Leonardo Special and Limited Editions
  • All Tailored Pen Company writing instruments

For your convenience, we've created a collection of writing instruments with unique patterns here:

Few of a Kind

 

 

SHIPPING

 

Shipping FAQ

How much will my shipping cost?

Add the items you want into your cart and view the courier options. Shipping costs vary per location.

 

How do I track my order?

You'll receive an email from us when your order has shipped, which will include all the necessary tracking information. If you did not add your e-mail address you will receive a text message.

You can also check for your tracking number on your account. Go to My Account, click on the Order Number and you should see your tracking number. Please ensure that you are logged into the correct account.

 

Why is my tracking number not updating?

If your package appears not to be moving or if it is delayed for some reason, please wait for a Tracking update and/or Delivery from the courier handling your package. If you do not see any Tracking updates, it is simply a case whereby the package has not been scanned, which occurs sometimes with couriers. Rest assured it is on its way! For Domestic shipments if you do not receive your order within 14 days of the date of shipment please contact us.

 

My order was shipped back to sender.

If a 3rd party courier has returned your package as undeliverable / return-to-sender / unable-to-forward we will issue a Refund of the value of the product MINUS 10% Restocking Fee and shipping cost. You may request a re-ship and you will be responsible for new shipping costs.

 

Domestic Shipping

❗️ DISCLAIMER: All the Shipping Services affiliated with EndlessPens are considered non-binding 3rd Party Entities. Once a package leaves our facility we are not in any shape, way or form fiscally responsible for ensuring timely couriers service and/or a delivery guarantee by these parties. This applies to packages shown as ‘IN TRANSIT’ and/or ‘DELIVERED.’

All orders are fulfilled from Florida, USA.

 

Estimated Delivery time via USPS

  • USPS First Class Mail - about 5-7 business days
  • USPS Priority Mail - includes tracking and delivery in 3-7 business days
  • USPS Priority Mail Express - includes tracking and delivery in 1-3 business days
  • USPS Shipment can be tracked here: USPS Tracker

 

Estimated Delivery Time by UPS:

  • UPS Ground - Up to 6 Days
  • UPS Next Day Air Saver - 1 Day Delivered before 9:00pm
  • UPS Next Day - 1 Day Delivered before 4:00pm
  • UPS Next Day Early - 1 Day Delivered before 11:00am
  • UPS Shipments can be tracked here: UPS Tracker

 

Free Shipping

We offer free shipping on all USA orders over $250. We reserve the right to use any shipping method. Please note then free shipping does not include insurance and should you wish to add insurance you can purchase it here: EndlessPens Shipping Insurance

 

My package shows as delivered but I can’t find it.

Can't find your package? Please follow the below steps:

  • Ensure that you check with your neighbors or anyone else you feel would have access to the mail.
  • Check all mailboxes that it could possibly be in
  • Speak to your carrier or local post office
  • File a complaint with your local post office
  • If your package was mailed by USPS priority mail you will be entitled to a $50 insurance claim. You can file this here: USPS Claims.

In most cases the package does turn up, and usually tend to hear that the neighbor mistakenly received it. In some cases, we have even heard that the maintenance guy holds on to it for safe keeping. Strange, but true…

EndlessPens will not be responsible for any package that shows as delivered.

 

Domestic Lost Shipment

If the order has not been delivered within 30 days from the date of shipment and shows on the tracking that it is still in transit we will issue Store Credit for the full value of the order after 120 days.

Please note that we will continue to monitor the status of this for 365 days, and if we get an alert that the package has been delivered we will cancel the Store Credit (if it has not been used).

If the Store Credit has been used we will send you an invoice. Failure to pay the invoice will result in us not selling to you any further.

If the order shows as delivered but you have not received it please refer to our Package is Lost FAQ.

If you are using our free shipping option or an untracked shipping method we highly recommend purchasing our EndlessPens Shipping Insurance which will guarantee a full refund.

 

International Shipping

❗️ DISCLAIMER: All the Shipping Services affiliated with EndlessPens are considered non-binding 3rd Party Entities. Once a package leaves our facility we are not in any shape, way or form fiscally responsible for ensuring timely courier service and/or a delivery guarantee by these parties. This applies to packages shown as ‘IN TRANSIT’ and/or ‘DELIVERED.’

⚠️ We ship worldwide except for Mexico. Also, please see the USPS International Service Disruptions List. We are keeping track of the situation and we will update accordingly. We apologize for any inconvenience this may cause.

All orders are fulfilled from Florida, USA.

 

What are the shipping options for international orders?

  • USPS
  • UPS
  • DHL
  • KANGO (Philippines only)

 

Who is paying for my customs, duties and taxes?

It is the customer’s responsibility to ensure that they are aware of any local taxes / other charges that will be due when their package arrives at their country’s port of entry. Any special requests are not guaranteed.

 

Delivery Time Estimates

  • USPS First Class Mail - From 14 days to 6 months. No tracking outside the US
  • USPS Priority Mail - Up to 45 days. No tracking outside the US
  • USPS Priority Mail Express - Up to 30 days. Tracked until destination
  • USPS Global Express - Up to 7 Days. Tracked until destination
  • DHL Priority Express - Up to 7 Days. Tracked until destination
  • UPS Worldwide Saver - From 14 days to 6 months. No tracking outside the US
  • UPS Worldwide Express - Up to 45 days. No tracking outside the US
  • UPS Worldwide Express Plus - Up to 30 days. Tracked until destination
  • UPS Worldwide Expedited - Up to 7 Days. Tracked until destination
  • KANGO - Up to 60 days. No Tracking Outside the US

We highly recommend that International customers choose a tracked shipment method from the above list. For Philippine customers, please choose Kango.

 

International Shipping Discount

We offer a discount of $10 off all International orders over $599. Please note that the discount does not include insurance—should you wish to add insurance you can purchase it here: EndlessPens Shipping Insurance.

 

My package is lost. Please HELP!

Have you done the following?

  • Check with your neighbors, check all mailboxes that it could possibly be in
  • Speak to your courier service.
  • File a complaint with your courier.

For any issues please contact us and we will do our best to locate your package.

 

Can I make a claim if my package was lost?

Only orders that purchase EndlessPens Shipping Insurance will be covered.

❗️ IMPORTANT: Lead time for international shipments will be as above. If the package shows in transit or delivered, it will not be EndlessPens' liability unless Shipping Insurance was purchased.

  

International Lost Shipment

If the order has not been delivered within 120 days from the date of shipment and shows on the tracking that it is still in transit we will issue Store Credit for the full value of the order after 120 days.

Please note that we will continue to monitor the status of this for 365 days and if we get an alert that the package has been delivered we will cancel the Store Credit (if it has not been used).

If the Store Credit has been used we will send you an invoice. Failure to pay the invoice will result in us not selling to you any further.

If the order shows as delivered but you have not received it please refer to our Package is Lost FAQ.

If you are using our free shipping option or an untracked shipping method we highly recommend purchasing our EndlessPens Shipping Insurance which will guarantee a full refund.

 

 

RETURNS

 

Returns

You have 14 Days from the date of delivery of your package to file a claim, please visit our Return Page.

 

ORDER EDITS

 

Can I edit my order?

Edits will not be allowed for in-stock orders.

For Pre-Orders, email sales@endlesspens.com.

 

Can I add items on my existing order?

We cannot add to your pending order. The best option is to make a new order if you want to get another product from EndlessPens.

 

Cancellation

I made a mistake and I want to cancel my order.

We only accept cancellations if at least one item in your cart is a Pre-Order. If all the items on your cart are In-Stock when you check out, we will not be able to cancel or change your order. Email us for any cancellation requests at sales@endlesspens.com.

A kind reminder that for all order cancellations, the following fees apply:

  • Pre-Orders completed within 24 hours, no fee.
  • Pre-Orders later than 24 hours, 10% cancellation fee.
  • Special Pre-Orders later than 24 hours, 20% cancellation fee.

 

 

AFFIRM

 

We've teamed up with a financing company called EndlessPens, EndlessPens Online Pen Store, EndlessPens Online Pen Shop, Affirm, Financing Company, Payment Option, EndlessPens Payment Option!

Affirm allows you to pay off your purchase over time. Just select Affirm as your payment option in checkout. You'll need to take a few moments to fill out some information so that Affirm can set you up with some financing.

Once this is done, you'll see either of these:

  • A 3-month installment payment program with 0% APR
  • An option between 3 / 6 / 12-month financing terms with each term clearly showing your monthly payment and interest (if applicable)

Affirm doesn't charge any late fees, service fees, prepayment fees, or any other hidden fees.

 

How to Use Affirm:

Shop, Shop at EndlessPens

Shop!

Shop on our online store as you would normally, adding products to your cart.

 

Checkout, Checkout with Affirm, EndlessPens Checkout, EndlessPens Checkout with Affirm

Checkout with Affirm

At the payment step of checkout, choose “Pay with Affirm”. You'll be asked to provide some information, so you can get some financing. (Only available for the US)

 

Enjoy Your Purchase, EndlessPens Enjour Your Purchase, Enjoy Your Purchase at EndlessPens

Enjoy your Purchase!

If your order is In Stock, we'll ship your products right away, so you get to enjoy your product even before you're fully paid!

If your order is a Pre-Order item, please wait; we'll get your product to you as soon as we can!

NOTE: you may not receive a rebate of any interest that may have already accrued on an amount that later gets refunded.

 

Pay Over Time with Affirm, EndlessPens Pay Over Time with Affirm, Pay Over Time through Affirm with EndlessPens

Pay Over Time

Pay monthly using a check, debit card, or bank transfer at affirm.com/pay.

 

If you need more information, please read Affirm's FAQs.

Also, if you are having any issues with Affirm refunds, please contact Affirm via their contact details below:

• Phone: (855) 914-3141
• Email: help@shop.affirm.com

 

 

INSURANCE

 

How do I protect my package?

As of January 25th, 2021, EndlessPens provides you with the option of purchasing shipping insurance for your packages to protect against loss or damage. Insurance fees are based on the total value of the contents contained within your package and mailing costs, if any.

EndlessPens will provide coverage for any loss, a maximum of up to $1000.00 per order, per domestic or international shipment. No coverage extends beyond this limit.

There are limitations for insuring some products and certain items. Awarded claims will payout up to, but no more than, the value of the package.

Examples:

A) If you buy coverage for up to $100 and the contents of your package plus mailing cost are valued at $75, the maximum claim payout will be up to $75.

B) If you buy coverage for up to $100 and the contents of your package plus mailing cost are valued at $200, the maximum claim payout will be up to $100.

 

Pricing

COVERAGE PRICE: DOMESTIC PRICE: INTERNATIONAL
Up to $ 50 $ 3.50 $ 5
Up to $ 100 $ 5 $ 10
Up to $ 300 $ 15 $ 30
Up to $ 500 $ 25 $ 50
Up to $ 1000 $ 50 $ 100


All Insurance packages are non-refundable.

 

Benefits

  • Customizable coverage to cover your ‘in-transit’ packages anywhere in the world.
  • Reimbursement up to the sale price of the contents of your package plus mailing costs.
  • Coverage for most risks including loss, damage, undue and extraordinary delay, and theft.
  • Peace of mind.

 

Filing a Claim

To file a claim you will need to complete the correct corresponding form for us to ensure that we have all the relevant information necessary to review and process your claim.

START YOUR CLAIM. The more documentation and evidence you provide us with the better your chances of consideration.

Listed below are common documents and information you can provide us with:

  1. Proof of mailing, tracking numbers, and delivery dates.
  2. Photos and videos; please compress large files, i.e. .zip files, or upload them to shared drives such as on Google or Amazon. Do not send large files as these may clog the system which may result in processing delays.
  3. In cases of theft, EndlessPens may require a sworn affidavit or a copy of a police report for documentation purposes.

 

Claim Consideration and Decisions

  1. All claims must be submitted within 30 days of any event or occurrence of loss.
  2. Allow up to 60 days for EndlessPens to review and process your claim.
  3. Approved claims will be refunded to your original payment method.
  4. Denied claims will not result in any payouts.
  5. All decisions are final.

 

Insurance Per Order

❗️ IMPORTANT: EndlessPens Shipping Insurance only covers the items in the same order. It does not apply to future or past orders. Only one (1) insurance per order may be purchased. Any excess insurance purchases will be automatically removed from your order, leaving only the highest-value insurance in your cart on checkout.