Frequently Asked Questions

We restock our pens based on what you, our fabulous customers, want most! Let us know which pens you'd love to see back in stock by voting here.

All restocked items will be announced in our newsletter, so you'll be the first to know. Sign up here.

Just a heads-up: our limited edition pens are extra special and won't be restocked once they sell out.

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If you get an error, you're already on the list — please check your spam or clutter folders.

To open your PenGem, hold the barrel tight and twist the tip clockwise. Twist counterclockwise to close. Easy peasy, like a penguin twirl! 🐧✨

You'll automatically get a black PenGems refill with each pen. Want something different? No problem! Just leave us a note when you check out and choose from our fabulous refills:

• PENGEMS 0.7mm ballpoint
• PENGEMS 1.0mm ballpoint

We can't exchange the free refill for other brands, but you can always purchase them separately.

If you're experiencing issues with payment verification, like error messages about your card being unverified, it might be because of a mismatch between the billing and postal code details you provided. If the errors continue, try using a different payment method, or get in touch with your card issuer. Once you manage to place your order, we'll make sure it ships promptly 📦✨.

Want to stay in the loop? Sign up for texts or update your number here.

Just enter your email and new phone number, tap submit, and voilà! Your profile will be updated faster than a penguin sliding on ice.

Ready for a fresh ink adventure? ✨

• Hold the pen barrel tight and twist the tip counterclockwise (like you're closing it). Keep twisting!
• If it's tricky, wrap a rubber band around the tip for extra grip.
• Find the ink cartridge holder (usually white or black).
• Twist the holder counterclockwise to unscrew it.
• Remove the old cartridge from the screw cap (it might be snug, so use that rubber band trick again).
• Insert the new cartridge into the same screw cap and press it tightly.
• Screw the new refill in and replace the barrel.

Ta-da! You're ready to dazzle with your autograph again. 💖🖊️

If your refill peeks out when the pen is closed, try this:

• Make sure the refill is seated snugly in its holder and screwed all the way in.
• Sand down the top of the refill slightly. A nail file works like a charm!

This should get your PenGem back to perfect! 🐧💎✨

Absolutely! Just contact us with your order details, and we'll hold your package until you're ready. Please make sure to leave a note on each order to let us know — otherwise, we will ship it right away. Let us know when to send your complete order, and we'll make sure everything ships together.

We want you to love your pen! If it's not the right fit, you're welcome to return it within 60 days for a refund.

Here's how it works:

• Send the item back to us.
• Once we receive it, we'll process your refund.

If you'd like a different pen, you're welcome to purchase it anytime — you don't need to wait for the return to be processed first.

For orders shipped outside the United States, the buyer is responsible for return shipping costs. ✈️🌎

To get started, reach out to us and we'll take care of you.

We offer a mix of formats for new releases. Some of our releases are themed boxes, curated as a complete experience. This format is what allows our small team to keep creating new pens without the production cost of single-pen releases.

Thank you for helping us protect our sparkling pens! 💎✨ Our trademark is a pen with crystals in one end and a jewel or crystal on top.

You can report knockoffs or counterfeit pens on our website here: Report Counterfeits. There's also a link in the footer of our website. 💖🐧

Every PenGems pen comes with free lifetime repairs through the Pen Hospital.

To get started, visit the Pen Hospital page — you'll find everything you need there.

To check your order status, log in to your account. You'll see if your order has shipped and get your tracking number. You'll also receive a confirmation email with the tracking number once your order is shipped.

You can combine certain types of discount codes. For example, you can use a free shipping code from your Signature Rewards along with a free gift. However, not all codes can be combined.

If you see this error during a new release launch — "Some products became unavailable and your cart has been updated. We're sorry for the inconvenience." — it means inventory isn't updated until the release goes live, so items in your cart may sell out before checkout. Please try again or choose a different item.

Shop Pay is a speedy checkout option available across all Shopify stores. When you start entering your email address at checkout, you'll receive a text. Enter the code from the text, and your information will be filled in automatically for a faster checkout experience.

For details on signing up or opting out, visit the Shop Pay info page.

Absolutely! If your order hasn't shipped yet, you can change it. Please let us know what changes you'd like to make as soon as possible, as we try to ship within one business day. 💖✨

We do our best to combine shipping whenever possible. If we can combine your orders, you'll be refunded any overpaid shipping charges the following business day. However, we can't guarantee orders can always be combined, especially during busy release periods.

No worries! Our packing slips don't show pricing information. They do include billing and shipping addresses, so your recipient will see your name and address.

You'll find our full selection of ink cartridges on our refills page.

PenGems refills come in a range of colors and tip sizes. All of our pens use a standard D1 size refill, so if you're looking for more options — like a gel ink — you can find a wide selection at Jet Pens.

You can check if your order notes went through by looking at your order confirmation email. If your notes are included in the email, then they were successfully added to your order. If you don't see them, please contact us right away so we can add them before your order ships.

Afterpay lets you split your purchase into four equal installments, due every 2 weeks. For example, if your order is $100, you pay 4 installments of $25. There's no extra cost to use Afterpay as long as you pay on time.

We charge sales tax on all orders delivered within Texas because it's an origin-based collection state. This means state, county, and municipal taxes are based on our location in Copperas Cove, Texas.

Superfast! 🚀 Our normal processing time is one business day. Delivery time depends on the shipping method you selected and the carrier's transit times. Please note, during holidays or new release events, processing may take a little longer.

Get free shipping on orders of $60 or more (before shipping, handling, taxes, and after any discounts). Just choose the "free" option at checkout. We ship to all 50 states, APO/FPO, Puerto Rico, and US territories.

Full details are on our shipping information page.

We use USPS for all international orders. Shipping costs are calculated based on the total weight of your order and the shipping service you choose. Delivery times vary by destination. Once your package leaves our hands, transit times are determined by USPS.

We don't collect international duties or taxes. Customs policies vary by country, so your order might be subject to duties and taxes when it arrives. We're not responsible for these fees and can't predict what they may be.

Oh no! If your package is lost or marked as delivered but you haven't received it, you can start a USPS search by filling out the Missing Mail Search Request on the USPS website. Also, let us know about the issue, and we'll do our best to help resolve it.

If the status of your package hasn't budged for a few days after you've received the shipping notification, just reach out to our customer service team and we'll take a look at what's going on.

If you think your package might be lost or missing, you can start a Missing Mail Search Request with USPS at missingmail.usps.com.

Please also let us know — share your order number and any tracking details you have so we can help where we can.

If your order seems to be taking a bit longer than expected, please get in touch with our customer service for a quick status update. We usually ship within one business day, but sometimes new releases can cause a slight delay.

To cancel an order, just reach out to us with your request. We'll handle the cancellation and confirm by email. If your order has already shipped, you can refuse the package upon delivery, and it will be returned to us.

If there's an error with your order and you receive the wrong items, please let us know right away. We'll make sure the correct items go out immediately and fix the situation as quickly as possible. We apologize for any inconvenience!

It's wonderful to hear that you want to share the love with more PenGems products! 💖 If you'd like to add extra items to your order, just let us know which products you desire, and we'll take care of the rest.

You earn Gems by placing orders, referring friends, and following us on social media. Click the black Signature Rewards button on the bottom left of your screen to see all the ways to earn Gems, or visit the Signature Rewards page.

Click the black Signature Rewards button on the bottom left of your screen. You can check your balance anytime on any device. ✨💎📱

Gem rewards will be added to your account when your order is shipped. Please allow up to 24 hours for the rewards to appear in your account. If you still don't see them, contact us. ✨💎📦

Redeem your Gems by logging in to your Signature Rewards account and clicking "redeem" next to any available offers. They change often, so check back frequently! Use rewards as soon as possible after redeeming.

Unfortunately, Gems are non-transferable. However, you can redeem your Gems for a discount code and give that code to someone else.

We can't transfer orders or rewards between accounts, even if they were created by the same person under different email addresses.

Yes, if you redeem your rewards for a coupon discount, you must use the full discount in a single transaction. Any remaining balance won't carry over. Discounts can't be combined with any other offers.

Yes, if your account has no activity for one year, your Gems will expire. But don't worry, we'll send you an email before they do. Once you use your Gems to get a reward code, that code does not expire.