Hold the barrel of the pen tightly, and twist counterclockwise, as if you are closing the pen. Keep twisting! Sometimes it helps to wrap a rubber band around the tip to get a good grip. Find the ink cartridge holder. It's usually white or black. To unscrew, twist it counterclockwise. Remove the old ink cartridge from the screw cap (it's usually a snug fit, so you might try that rubber band again). Use the same screw cap, and insert the new cartridge into it, pressing the cap on tightly. Now screw the new refill in, and replace the barrel.
That's it! You're ready to sign your autograph again.
Yes, of course! You get a free standard ballpoint refill for each pen, and we can send blue standard cartridges instead of black. Just leave us a note during checkout. Black ink will still be inside your pens, but we'll send blue refills.
Oh no! This happens sometimes with Pilot or Zebra refills, when the screw cap on the pen doesn't fit tightly enough. While this doesn't happen on every refill, it happens enough that we have a fix for it. First, make sure the cap is on tightly by firmly pressing it onto the new cartridge (pressing down on a hard surface like a table top). If that doesn't work, take the screw cap off of the refill, and on the top, sand down the top of the refill slightly. We used a nail file, and it worked like a charm.
PenGems VIPs are the first to know about new releases and promotions. We also release several designs a year that are exclusive to VIPs, and are not released publicly. You'll also find a 10% discount code at the bottom of every VIP newsletter.
During a designer release, were you were able to add an item to your shopping cart, but when you reached the checkout page, you received this error?
"Some products became unavailable and your cart has been updated. We're sorry for the inconvenience."
Why do you see this?
Inventory is not updated until an order is fully paid. You can add items to your shopping cart as long as no one else has paid for them yet. Once you finalize your payment, your merchandise will be removed from available inventory.
Since there are so many people checking out at once during big releases, items are reserved for you for a few minutes when you get to the checkout page. That keeps them from being taken away while you're in the middle of paying. Still, they are not taken out of inventory yet, so anyone can still add them to their cart. They'll get the error code when they get to the checkout page.
The shopping cart is not the checkout page.
Yes, they do sell out in about 30 seconds. There are hundreds of shoppers attempting to get one of 50 or 100 items, in the first few seconds of a release. If you'd like to purchase them sepearately, please support the designers by visiting their shops.
Flat-rate shipping to all other international destinations is US $15.
International shipping is free for orders of US $75 or more, before shipping and after any discounts.
We ship by USPS First Class International Package service, unless you select an upgraded option during checkout.
We ship to all countries that offer delivery confirmation, also known as E-DELCON. As of January 17, 2016, we ship to: Australia, Belgium, Canada, Croatia, Estonia, Finland, Germany, Great Britain and Northern Ireland, Hungary, Israel, Latvia, Lebanon, Lithuania, Malaysia, Malta, Netherlands, New Zealand, Norway, Singapore, Slovakia, Spain, and Switzerland.
Delivery time varies by destination.
Estimated delivery time is 7 to 21 business days, but that timeline is not guaranteed, and is based on average performance to major markets. Delivery to some destinations can take 3 months. Once your package has departed the United States, usually through a sort facility in Chicago or San Francisco, please contact your postal service or customs office for details on your package. If you believe your package is lost, we can file an inquiry with the U.S. Postal service after 60 days. They will investigate by contacting your postal service to find a matching claim.
Customs & Taxes When you order from PenGems, we do not collect international duties or taxes. Customs policies vary from country to country and your order may be subject to duties and taxes which are levied once the package reaches its destination. We are not responsible for customs fees charged to you, and cannot estimate what they may be (if any).
We must charge sales tax on all orders delivered within the state of Texas. Texas is an origin-based collection state. That means that state, county, and municipal taxes are based on our location in Salado, Texas. We are required to collect taxes, based on those in Salado, from all Texas residents, regardless of whether the customer resides in our district. The state of Texas also requires that we collect taxes on shipping charges. More information on taxes required by the State of Texas can be found here.
At PenGems, your satisfaction is always guaranteed. We want you to love your pen, but we know it's sometimes necessary to return or exchange an item.
We want to make it easy, so we accept returns and exchanges within 30 days. Simply contact us through the "Contact" tab at the top of any page, or through this link. Tell us whether you would like to return an item, or exchange it for another. Please include your order number.
If you would like to return it, we'll send you a prepaid USPS postage label by email. You can print this label and use it to ship the package back to us. You'll be able to track your return online. Once we receive your return, we'll credit your refund back to you by the same method that you made the original purchase. (For instance, if you paid with a Visa, we'll refund your Visa card.)
If you would prefer to exchange it, we'll also send a prepaid USPS postage label. You can track the return online, too. We'll send your new pen to you as soon as we receive the original one. For even faster exchanges, simply place a new order. When we receive your original order, we'll credit your original payment back to you.
Please note that if you prefer not to use our prepaid label, you will be responsible for return shipping.
We are happy to accept returns from our international customers. Return shipping must be paid by the buyer.
While we do quality checks on every item before shipping, we may have missed something. We are happy to offer a replacement, a repair, or a refund. Please contact us using the form here. If you have it, please include your order number and the name of the faulty item.
Signature Rewards is the PenGems loyalty program. By ordering from us, you may have the opportunity to earn Sparkle Points that can be redeemed for free items or store credit. There is no fee to enroll. You are automatically enrolled by creating an account with us.
You may earn Sparkle Points by ordering any eligible items from PenGems. You may also earn Sparkle Points by inviting friends who make a purchase from PenGems. Click here to get your referral link (must be logged in to your account).
You earn 10 Sparkle Points per one dollar spent, excluding discounts/promotions, shipping and handling charges, sales tax, restocking fees on refunded items, and purchases of gift cards. You will always earn points when using a gift card to pay for a purchase of merchandise, but not when purchasing the gift card itself.
Bonus points may also be earned for limited-time promotions.
You do not earn Sparkle Points when you place an order by redeeming a credit or promotion code. Specific sale-priced items may not be eligible to earn Sparkle Points, subject to the individual promotion's Terms and Conditions.
You earn 300 Sparkle Points for each friend who makes a purchase. Click here for you referral code (must be logged in to your account).
Referrals completed prior to January 7, 2016 earned 200 Sparkle Points.
Points earned for purchases will become Available Points that may be redeemed when your order ships. If you return an order for a refund, then any points you earned for that order will be deducted from your account.
You may redeem Sparkle Points at any time to take advantage of any offers currently available in the Signature Rewards program. Log in to your Signature Rewards account by clicking the pink tab at the bottom left of any page on PenGems.com, or click here to see current offers: http://www.pengems.com/#!redeem/
Rewards are issued as discounts. Rewards cannot be combined with other offers. Rewards cannot be used to purchase gift cards.