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    General Questions

    When will you restock?

    While we don't have exact dates, you can sign up for an email notification on the product page.

    Designer Collection and limited edition pens are not restocked when they sell out.

    I'm not getting the newsletter.

    First, make sure you are signed up. You can sign up here: https://penge.ms/GetOnTheList. If you get an error, that means you are already signed up and newsletters are being sent to you. You might find them hiding in your spam folder. Add us to your contacts to make sure they go to your inbox.

    If you are on the wrong newsletter list, please contact us.

    How do I open and close my pen?

    Hold the barrel of the pen tightly, and twist the tip clockwise to open it. Twist counterclockwise to close.

    How do I change the refill?

    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.

    Can I get a different style of ink cartridge for my free refill?

    You will get a black PenGems® refill automatically with each pen, but you can choose any of our PenGems refill colors. Just leave us a note when you checkout.

    We cannot exchange the free refill for those from other brands, but you can purchase them separately.

    The refill sticks out of the pen when it is closed.

    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.

    Can I return my pen or exchange it for another color?

    We want you to love your new pen. If you don't, we will send a replacement or refund, at your preference.

    For orders shipped outside of the United States, the buyer is responsible for additional shipping charges.

    Where can I report counterfeits?

    Thank you so much for helping us protect our intellectual property. You can report knockoffs or counterfeit pens on our website here: https://www.pengems.com/pages/report-counterfeits. You'll also find a link in the footer of our website.

    Ordering

    How can I check the status of my order?

    Please log in to your account to see whether your order has been shipped, and to view your tracking number after your order is shipped. You will also receive a confirmation e-mail when your order is shipped, with a tracking number.

    Can discount codes be combined?

    We can only accept one discount code per order.

    I recieved an "Items Unavailable" error when I tried to checkout.

    During a new release launch, were you were able to add an item to your shopping cart, but you received this error when you reached the checkout page?

    "Some products became unavailable and your cart has been updated. We're sorry for the inconvenience."

    Inventory is not updated until an order is fully paid. You can add items to your shopping cart as long as they are in inventory. 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.

    We do not recommend using an alternative checkout, including the yellow PayPal or black Apple Pay buttons located at the top of the checkout page. These take you away from our store to an alternate checkout and items are not reserved for you. You have the option to use these payment methods later in the checkout process.

    What is Shopify pay (text-to-checkout)?

    Shopify Pay is an accelerated checkout option that works across all Shopify stores. At checkout, you begin to enter your email address as usual. You'll be sent a text. When you enter the code from the text, your information will be prefilled and you can checkout.

    Information on signing up or opting out can be found on the Shopify Pay info page here: https://pay.shopify.com/

    Can I change my order?

    Once you place an order it is final. We are not able to add items to orders or make changes to items within the order.

    I placed more than one order, can you combine them?

    As a courtesy, we try to combine shipping whenever we can. If your orders are combined, you will be refunded any overpaid shipping charges the following business day.

    We cannot guarantee your orders will be combined.

    During limited edition releases, orders will not be combined so that we can process and ship as soon as possible.

    My order is a gift, can you hide the price?

    Of course we can! Our packing slips do not have pricing information on them. However, they do have billing and shipping addresses, so your recipient will see your name and address.

    Where can I buy refills for my pens?

    You'll find a selection of ink cartridges on the Refills page on our website.

    PenGems standard refills come in black, blue, purple, and pink. You'll also find premium refills from Pilot, Zebra, Monteverde, and Uni-Ball.

    You can also find ink cartridges online and in office supply stores. The size is D1, a universal size that is sometimes called a "multipen" cartridge. JetPens.com has a large selection.

    Shipping and Payment

    How fast will you ship my order?

    Our normal processing time is two business days.

    All packages ship via USPS. The processing time for orders is 2 business days. After that, delivery time is dependent on the shipping method you selected and USPS transit times.

    Please keep in mind that during holidays or limited edition launches, this processing will be extended.

    All transit times are estimates provided by the United States Postal Service (USPS), and vary by destination. Please see "Domestic Shipping" or "International Shipping" for more information.

    Domestic Shipping

    All orders are shipped by USPS.

    Shipping is calculated based on the total weight of your order and the delivery service you choose.

    Shipping is free for orders of $25 or more, before shipping, handling, and taxes, and after any discounts. You must select the option marked as "free" during checkout.

    Domestic shipping includes all 50 states, APO/FPO, Puerto Rico, Guam, and all other US territories served by the U.S. Postal Service.

    Estimated transit time for USPS First Class is 3-7 business days. You can also choose to upgrade to USPS Priority Mail, for an estimated transit time of 2-3 days.

    USPS does not guarantee delivery dates for First Class or Priority Mail. If you believe your package is lost, please allow three weeks for USPS First Class, and one week for Priority Mail.

    If your tracking number shows that your package has been delivered, but you haven't received it, please contact USPS at 1-877-275-8777 or through their online Missing Mail Search Request form here: https://www.usps.com/help/missing-mail.htm.

    International Shipping

    We use USPS for all orders.

    Shipping is calculated based on the total weight of the order and the shipping service you choose.

    USPS First Class Package International shipping to Canada is free for orders of US $50 or more, before shipping and after any discounts.

    USPS First Class Package International shipping to all other countries is free for orders of US $75 or more, before shipping and after any discounts.

    Delivery time varies by destination.

    Once your package has departed the United States, please contact your postal service or customs office for details on your package.

    Customs & Taxes

    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 will not falsify the value of your order on customs forms.

    I'm outside of the USA, will I have to pay customs or import taxes?

    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 will not falsify the value of your order on customs forms.

    Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.

    We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays once the package has exited the United States.

    I placed more than one order, can you combine them?

    As a courtesy, we try to combine shipping whenever we can. If your orders are combined, you will be refunded any overpaid shipping charges the following business day.

    We cannot guarantee your orders will be combined.

    During limited edition releases, orders will not be combined so that we can process and ship as soon as possible.

    My package is lost or wasn't delivered.

    USPS does not guarantee delivery dates for First Class or Priority Mail. If you believe your package is lost, or if your tracking number shows that your package has been delivered but you haven't received it, please initiate a search by completing the Missing Mail Search Request at https://www.usps.com/help/missing-mail.htm.

    What types of payment do you accept?

    We accept Visa, MasterCard, AMEX, Discover, JCB, Diner's Club, Apple Pay, and PayPal.

    For PayPal e-Check payments, we will ship your order as soon as your payment clears.

    Why was I charged sales tax?

    We are required to 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 those taxes 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: http://window.state.tx.us/taxinfo/taxpubs/tx94_105.pdf.

    Signature Rewards

    Is the program free to join?

    Yes!

    How do I earn Gems?

    You earn 10 Gems per $1 spent, for referring your friends, and for following us on social media. Click the black Signature Rewards button on the bottom left of you screen to see all the ways to earn Gems.

    This excludes discounts/promotions, shipping and handling charges, sales tax, 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.

    How do I check my balance?

    Click the black Signature Rewards button on the bottom left of you screen. You can check it anytime, on any device.

    I just made a purchase, when will I see the rewards?

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

    How do I redeem Gems?

    You can redeem your Gems by logging in to your Signature Rewards account and clicking "redeem" next to any available offers. They do change, so check back often!  

    Because program offers change, please use rewards as soon as possible after redeeming them.

    Rewards are issued as discount codes. Rewards cannot be combined with other offers. We only accept one discount code at a time. Rewards cannot be used to purchase gift cards.

    Can I give my Gems to someone else?

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

    I placed an order under a different email address. Can you add it to my account?

    We cannot transfer orders or rewards between accounts, this includes accounts created by the same person under different email addresses

    Will my discount balance carry over if I don't use it all?

    If you redeem your rewards for a coupon discount, you must use the full discount on a single transaction. Any remaining balance does not carry over. Discounts cannot be combined with any other offers.

    What are VIP tiers?

    VIP Tiers are a way to reward our loyal customers based on spending. As you progress through tiers, you'll have access to increasing rewards and perks.

    For the latest updates, visit our Signature Rewards information page.

    What are Perks?

    Perks are bonuses for our top customers that happen outside of the points and discounts reward program.

    All perks will be loaded into the VIP Room. We verify and update access several times per week, and always one hour before a new perk is loaded to make sure we catch the newest VIPs.

    If you earn VIP status during a perk window, you will have access for the next perk, but not the current one.

    You can get to the VIP Room through the "Shop" tab in the navigation menu.

    What is the Early Access Perk?

    The Early Access perk allows VIP members to purchase major new releases before they are released publicly. No more disappointing sellouts!

    How will I know when the VIP Early Access window is open?

    We will send an email to the the address on your account when the VIP window is open.

    You can also check the VIP Room directly by logging in to your account, then navigating to it in the "Shop" tab of the navigation menu.

    What is the Collection Preorder Option Perk?

    The Collection Preorder Option perk allows VIP Black members to preorder new collections before they enter production. This preorder option guarantees that you get whatever you want without worrying about possible price increases, sellouts, or the dreaded order limits!

    I reached a VIP tier during a VIP-only event. Can you give me access?

    First, thank you so much for becoming a VIP! For our Early Access events, we update the VIP list one hour before the event begins to make sure the newest VIPs can enter .

    If you reach VIP status after the access list has been updated, your first early access window will be the next event, not the current.

    Where can I see updates on my VIP Black preorder?

    If you've purchased a preorder, you can view the details of the original listing and any updates on the Preorder page.

    Only closed preorders that you purchased will appear.

    I'm a new VIP Black member, when will I get my gift?

    Congratulations on reaching our top tier! You're going to love it up here. We send VIP Black gifts to all new members once per month. Watch your email for a shipping notice.

    I spent more than the VIP tiers, can I be moved up automatically?

    We’re so thankful for your loyalty and support! While we wanted to retroactively count your past spending amounts towards VIP tiers, the program cannot count orders before the software was in place. We had to use the official start date of the program, January 1st, 2018, and go forward from there. This means from January 1, 2018, all orders placed from your account will go towards VIP tiers.

    How long will my VIP status last?

    You keep your status as long as you maintain the minimum spending level for that tier for 365 days.

    Once a day, our Signature Rewards software will look back at your spending over the previous 365 days to determine your VIP status. As long as you've cumulatively spent the minimum for the tier, you keep it!

    This program began on January 1st, 2018, so it can't look farther back than that. As we get more time into the program, and pass the one-year anniversary of the program, it will be a full 365-day lookback.

    Please feel free to contact us with questions or comments. We'd love to hear from you!