EndlessPens Policies

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.

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.

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.

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.

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 (except Philippines)
• USPS (except Philippines)
• KANGO (Philippines only)

Domestic Shipping Estimated Times and Prices

Qualifications to enjoy Free Domestic Shipping:

• 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 Estimated Times and Prices

*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.

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.

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.

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.

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

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.

We've teamed up with a financing company called Affirm.

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

I found a site that offers the pen at a lower price.

We take pride in offering the best deals for your grail pens. If you encounter the pen you want at a lower price point, please send us a link coming from the website of the seller/retailer.