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?

Your order might have been cancelled by EndlessPens due to the following reasons:

  • Your order was flagged as high risk fraud by the system.
  • An item in your order has been discontinued and can no longer be provided by the supplier.
  • An item in your order has run out of stock but it has not updated on the website yet.

If you feel that your order was cancelled incorrectly, please contact sales@endlesspens.com and provide your Order Number.

The item I ordered is not in the package I received, what do I do?

Mistakes happen, we apologize in advance. In the event that the package you received is missing an item, please review your options below:

For Domestic customers:

Requirements: Please send a photo of the entire order with the packing slip. As long as the missing item is still in stock, we will ship it out to you without cost.

For International Customers:

Requirements: Please send a photo of the entire order with the packing slip. We will refund you the full price of the item that's missing in your order.

You may contact us for support at sales@endlesspens.com.


Pre-Order Policy

Regular Pre-Orders

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.

Can I edit my Pre-Order?

Yes you can! But please note that the 99-day promise resets on the day of the edit. For more information please check out or Order Edit Policy.

99-Day Promise for Regular Pre-Orders

We will ship all Pre-Orders within 99 days. If we do not ship your Pre-Order item(s) within that time frame, you may choose the following options:

  • Wait for the pre-order and receive an additional 10% cash refund or Store Credit of the value of the pen.
  • Cancel the Pre-Order and receive 100% refund.

Can I cancel my Pre-Order?

Yes you can cancel a regular pre-order at any time during the 99 day period. You can opt for the following:

  • A cash refund less 5% back to your payment method*.
  • Or 100% Store Credit emailed to you.

*We charge a 5% fee to cover for credit card fees.

Special Pre-Orders

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.

Special Pre-Orders will be fulfilled anywhere from 7 days to 36 months.

Can I cancel a Special Pre-Order?

We do not allow cancellations due to the fact that Special Pre-Orders are hand made and are set at a specific price point. Once the order is made from the supplier, we can no longer cancel the production with the manufacturer.

In the event that the processing time exceeds 36 months you are eligible for the following:

  • Wait for the pre-order and receive an additional 10% cash refund or Store Credit of the value of the pen.
  • Cancel the Pre-Order and receive 100% refund.

Can I edit a Special Pre-Order?

We do not allow edits for the same reason that Special Pre-Orders are hand made and are set at a specific price point and limited stock. Once the order is made from the supplier, we can no longer cancel the production with the manufacturer.

Additional Pre-Order FAQs

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

Yes, full payment for both regular Pre-Order and Special Pre-Order will be captured at the time of purchase.

What happens in the event that EndlessPens cannot procure my Pre-Order Item?

In the event that our supplier notifies us that the pre-order item is discontinued, we will immediately cancel your pre-order and refund you 100%.

If the pre-order item is included with in stock items, we will only cancel and refund the discontinued pre-order item.

How do you handle an order that is a mix of In Stock and Pre-Order items?

If your order has both In Stock and Pre-Order items, we will wait for the Pre-Order items to arrive at our warehouse before shipping out your entire order. If you'd like to receive your In Stock items sooner, please place a separate order for your In Stock items.

If you have completed the order with both In Stock and Pre-Order and you wish to ship the In Stock ahead, a separate shipping fee for the Pre-Order item will be charged.

Please email sales@endlesspens.com to assist you in the partial fulfillment of your order.


Cancellation Policy

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

You are eligible to cancel your order without charge within 48 hours from the date of purchase. If you wish to cancel and the 48 hours has passed, you can opt for the following:

  • A cash refund less 5% back to your payment method*.
  • Or 100% Store Credit emailed to you.

*We charge a 5% fee to cover for credit card fees.

Please note that cancellations apply to In Stock and Regular Pre-Orders only. Special Pre-Orders cannot be cancelled. For more information, please see our Special Pre-Order Policy section.

Please be advised that in the event that the order has already been fulfilled by the warehouse and is ready for shipping, it is no longer possible for us to cancel the order.


Returns

How to return an item?

Customers can initiate a Return within 14 days of delivery. For a more detailed guide on how returns work, please visit our Return Policy page.

We will notify you via email once we receive your return request. Please keep an eye on your inbox as we may request further information and other requirements to process your return. If requirements to process your return are not received within 7 days (after receipt of our email), your return request ticket will automatically close.


Warranty

I have used the item but it seems to have a manufacturing defect. What do I do?

Please visit the Warranty Policy page for more information.


Sales and Discounts

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

Don't worry, if you reach out to sales@endlesspens.com within 24 hours from the date of shipment/fulfillment, we can give a refund of the discount value on your order.

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

We love sales as much as you enjoy them. No worries! We will honor the new sale price by refunding the relevant discount value to the customer after 24 hours from fulfillment. Just send us an email at sales@endlesspens.com.

Can I combine discount codes?

We only allow ONE DISCOUNT CODE PER ORDER.

I forgot to add my free item on the Buy One Get One promo!

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 of delivery, and stock is still available. Shipping cost of the free item will be shouldered by the customer.

Please note that once it's fulfilled we can no longer add the free item to your order. Rest assured you are still eligible to add the free item on your next order during the Buy One Get One promo period.


Shipping Policy

Shipping FAQs

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.

What are the shipping options for international orders?

  • DHL
  • KANGO (Philippines only)

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. All orders are fulfilled from Florida, USA.
NOTE: Fulfillment cutoff times are every 1pm EST, Monday - Friday. This means that orders placed after 1pm EST will be fulfilled the next business day.

Domestic Shipping Estimated Times and Prices

Ground Shipping - Delivery in 4-10 business days.

  • Under 16oz - $5.95
  • Over 16oz - $ 9.95

Priority Shipping - Delivery up 3-6 business days.

  • Under 16oz - $9.95
  • Over 16 oz - $14.95

Express Shipping - Delivery up to 2-3 business days.

  • Under 16oz - $14.95
  • Over 16oz - $19.95

Priority Express Overnight Shipping - Delivery up to 1-2 business days.

  • Under 16oz - $34.95
  • Over 16oz - $44.95

Qualifications to enjoy Free Domestic Shipping:

NOTE: Free Domestic Shipping uses Ground Shipping service. If you wish to protect your package with insurance, please make sure to purchase our EndlessPens Shipping Insurance. If you wish to receive your order sooner, please select a different shipping method.
  • For regular, Bronze and Silver Tier customers: Orders purchased over $249.95
  • For Gold Tier customers: Orders purchased over $99.95*
  • For Platinum Tier customers: Orders purchased over $74.95*

*Want to be eligible for these Tier Shipping perks and more? Become a VIP!

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

Please follow the steps below:

  1. Ensure that you check with your neighbors or anyone else you feel would have access to the mail.
  2. Check all mailboxes that it could possibly be in.
  3. Contact the courier to see if they have an update.
  4. File a complaint with the courier.
  5. If you do not find the package after 72 hours from delivery date please email us at sales@endlesspens.com. We will take it from there and file an insurance claim on your behalf.
    • Please note that if it shows as "DELIVERED" and you are still unable to locate the order after 72 hours, EndlessPens will be able to try and claim insurance only after 20 days from date of reporting that the delivery was not received. EndlessPens is able to claim up to a maximum of $200. If you purchased the EndlessPens Insurance, we will be able to claim the full amount of the item/s in your order.
  6. On the 20th day, EndlessPens files an insurance claim for you. You will receive a link from us via email so you can verify that you did not receive the "delivered package".
  7. Once you verify this, the insurance company will investigate the claim. This usually takes up to 90 days.
    • If the insurance company confirms that you did NOT receive the package, we will issue a store credit of the amount of the order to a maximum of $200 (unless you purchase additional Insurance).
    • If the insurance company disputed the claim and rejects it, EndlessPens will not be able to reimburse the claim as we are unable to prove whether it was actually delivered or not.

We will strive to get your claim approved. However, please note that EndlessPens uses third party carriers and if the carrier marks the order as delivered then the assumption is the customer has received the order.

Domestic Lost Shipment / My order's tracking has been IN TRANSIT for more than the promised delivery period

Please keep in mind that there may be certain situations where the delivery can be delayed due to outside forces beyond EndlessPens' or the courier service's control (i.e. Natural disasters, extreme weather conditions, internal errors with the carrier and so on). In these situations we recommend to wait 2-7 more days to see if the package will be delivered.

In the event that your order's tracking status says IN TRANSIT for 30 days, please contact us again and we will do the following for you:

  • We will contact the courier to put a tracer on the shipment. Please give us an additional 14 days to see if the order remains IN TRANSIT or it's delivered.
  • If you still did not receive the item during that time, we will send you a link to verify that the shipment is lost.
  • After we confirm that the link is verified, we will issue store credit for the full amount of the order. If you do not verify the link, we will deny your lost in transit claim.

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/cannot find it, it please refer to our Not Delivered section.

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 couriers service and/or a delivery guarantee by these parties. All orders are fulfilled from Florida, USA.
NOTE: Fulfillment cutoff times are every 1pm EST, Monday - Friday. This means that orders placed after 1pm EST will be fulfilled the next business day.

International Shipping Estimated Times and Prices

International Shipping (Excluding Canada , Philippines, Mexico and Brazil)
Delivery up to 3-10 business days. Please note it may take longer depending on the customs service in your country.

  • International DHL Shipping under 16oz - $24.95
  • International DHL Shipping over 16oz - $34.95

Free International Shipping (Excluding Canada , Philippines, Mexico and Brazil)*

  • For regular, Bronze and Silver Tier customers: Orders purchased over $449.95
  • For Gold Tier customers: Orders purchased over $399.95**
  • For Platinum Tier customers: Orders purchased over $349.95**

International Shipping Canada - Delivery up to 3-10 business days. Please note it may take longer due to customs.

  • International Canada DHL Shipping under 16oz - $14.95
  • International Canada DHL Shipping over 16oz - $24.95

Free International Shipping Canada*

  • For regular, Bronze and Silver Tier customers: Orders purchased over $249.95
  • For Gold Tier customers: Orders purchased over $149.95**
  • For Platinum Tier customers: Orders purchased over $99.95**

International Shipping Philippines - Delivery up to 3-10 business days via DHL, please note it may take longer due to customs. And up to 60 business days via Kango.

  • International Philippines DHL Shipping under 16oz - $24.95
  • International Philippines DHL Shipping over 16oz - $34.95
  • International Philippines Kango Shipping under 16oz - $20.00
  • International Philippines Kango Shipping Over 16oz - $30.00

Free International Shipping Philippines*

  • For regular, Bronze and Silver Tier customers: Orders purchased over $349.00
  • For Gold Tier customers: Orders purchased over $249.00**
  • For Platinum Tier customers: Orders purchased over $149.00**

*Free International Shipping uses DHL Shipping service, excluding the Philippines. We use Kango for Free International Shipping to Philippines. If you wish to protect your package with insurance, please make sure to purchase our EndlessPens Shipping Insurance.

**Want to be eligible for these Tier Shipping perks and more? Become a VIP!

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

Please follow the steps below:

  1. Ensure that you check with your neighbors or anyone else you feel would have access to the mail.
  2. Check all mailboxes that it could possibly be in.
  3. Contact the courier to see if they have an update.
  4. File a complaint with the courier.
  5. If you do not find the package after 72 hours from delivery date please email us at sales@endlesspens.com. We will take it from there and file an insurance claim on your behalf.
    • Please note that if it shows as "DELIVERED" and you are still unable to locate the order after 72 hours, EndlessPens will be able to try and claim insurance only after 20 days from date of reporting that the delivery was not received. EndlessPens is able to claim up to a maximum of $200. If you purchased the EndlessPens Insurance, we will be able to claim the full amount of the item/s in your order.
  6. On the 20th day, EndlessPens files an insurance claim for you. You will receive a link from us via email so you can verify that you did not receive the "delivered package".
  7. Once you verify this, the insurance company will investigate the claim. This usually takes up to 90 days.
    • If the insurance company confirms that you did NOT receive the package, we will issue a store credit of the amount of the order to a maximum of $200 (unless you purchase additional Insurance).
    • If the insurance company disputed the claim and rejects it, EndlessPens will not be able to reimburse the claim as we are unable to prove whether it was actually delivered or not.

We will strive to get your claim approved. However, please note that EndlessPens uses third party carriers and if the carrier marks the order as delivered then the assumption is the customer has received the order.

International Lost Shipment / My order's tracking has been IN TRANSIT for more than the promised delivery period

Please keep in mind that there may be certain situations where the delivery can be delayed due to outside forces beyond EndlessPens' or the courier service's control (i.e. Natural disasters, extreme weather conditions, internal errors with the carrier and so on). In these situations we recommend to wait 2-7 more days to see if the package will be delivered.

In the event that your order's tracking status says IN TRANSIT for 30 days, please contact us again and we will do the following for you:

  1. We will contact the courier to put a tracer on the shipment. Please give us an additional 14 days to see if the order remains IN TRANSIT or it's delivered.
  2. If you still did not receive the item during that time, we will send you a link to verify that the shipment is lost.
  3. After we confirm that the link is verified, we will issue store credit for the full amount of the order. If you do not verify the link, we will deny your lost in transit claim.

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/cannot find it, it please refer to our Not Delivered section.

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.


Order Edits (For In Stock)

Can I edit my order?

Yes, we allow it for our In Stock items as well as Regular Pre-Order items. However, please note of the following:

  • We cannot allow edits for Special Pre-Orders. For more information, please check our Special Pre-Order Policies.
  • For regular Pre-Orders, this will reset your 99-day processing period.

Can I add items to my existing order?

Yes you can. But please keep the following in mind:

  • If the added items on the order exceeds 16oz from its initial weight, we will send you an invoice for the difference of the shipping fee. You can refer to the additional shipping rates below:
    • DOMESTIC RATES:
      • Ground Shipping + $4.00
      • Express Shipping + $5.00
    • INTERNATIONAL RATES (all are USD):
      • International Canada + $10.00
      • International Other + $10.00
      • Inational Philippines (Kango) + $10.00

EndlessPens In-House Shipping Insurance Policy

How do I protect my package?

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 $1,000.00 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:

  1. 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.
  2. 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

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.

How to file a claim?

Please send us an email at sales@endlesspens.com and provide the following information:

  • Order#
  • Description of the Issue (i.e. Did not receive the order but it's delivered, order was stolen, or lost in transit)
  • Claim amount

Listed below are additional 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.

Tier Perks Policy

If you are interested in special discounts or having access to certain benefits that we provide at EndlessPens, please consider becoming a VIP Member!

For more information, please visit our Tier Perks/VIP Membership page.


Unique Pen Patterns Policy

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.


Frequently Asked Questions

Tuning Services and Nib Checks

We will check nibs on a pen before it ships out under any of the following conditions:

  • You are a Platinum customer.
  • The pen is priced at $500.00 or higher.

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.

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

Why can't I pay via PayPal?

If your browser sets Shop Pay as your default payment method, kindly scroll all the way down until you see the option to "checkout as guest".

After clicking this, the checkout page will offer you three Express Checkout options — Shop Pay, PayPal, and Google Pay.

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: