PENS
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  • General Questions

    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.

    How do I change the ink? FAQ Image 2

    You can edit your contact info here: https://penge.ms/newsletter-signup. Just add your phone number. If you are already a newsletter subscriber you'll get an error that you've already subscribed, but we will update your information with your phone number.

    All restocked items are announced in our newsletter. You can sign up here.

    Limited edition pens are not restocked when they sell out.

    You can sign up here: https://penge.ms/newsletter-signup 

    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 or promotions folder. You can add our email address, hello@pengems.com, to your contacts to make sure they go to your inbox.

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

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

    PENGEMS 0.7mm ballpoint: https://www.pengems.com/products/standard-ballpoint-refill-ink-cartridges-0-7mm-medium

    PENGEMS 1.0mm ballpoint: https://www.pengems.com/products/pengems-ballpoint-refill-ink-cartridges-1-0mm-bold

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

    We want you to love your new pen. If you don't, we will send a replacement or refund, at your preference, within 60 days.

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

    Yes, our Pen Hospital accepts all PenGems pens. Please fill out the Patient Intake Form here:https://www.pengems.com/pages/pen-hospital

    Ordering

    Please log in to your accountto 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.

    We only accept one discount code per order. Discount codes cannot be stacked.

    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.

    Packing slips do not have pricing information on them. They do have billing and shipping addresses, so your recipient will see your name and address.

    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, 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.

    Certainly! You can make changes or cancel your order as long as it hasn't been shipped yet. Just reach out to us via chat – you'll find a button in the bottom right corner of this page or scroll down to the bottom.

    Shipping and Payment

    Our normal processing time is one business day.

    After that, delivery time depends on the shipping method you selected at checkout and the carrier's transit times.

    Please keep in mind that during holidays or new release events, processing time may be extended.

    Apparel is printed on demand and shipped separately. Normal processing for apparel is 3-5 business days in addition to transit times.

    Shipping is free for orders of $40 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.

    Packages ship via USPS, FedEx, or UPS at our discretion.

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

    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.

    We use USPS for all international orders excluding apparel.

    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 $75 or more, before shipping and after any discounts.

    USPS First Class Package International shipping to all other countries is free for orders of US $100 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.

    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 to the local carrier in your country or air and ground transportation strikes or delays once the package has exited the United States.

    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.

    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.

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