Frequently Asked Questions

General Questions

When will you restock?

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

Limited edition pens are not restocked when they sell out.

How can I sign up for text (SMS) alerts for new releases?

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.

I'm not getting the newsletter.

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.

How can I sign up for texts or change my phone number?

You can sign up here and change your number here: https://penge.ms/newsletter-signup

If you're changing your number, just enter your email address and new phone number. When you tap submit, it will update your profile with our email and text service provider.

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 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.

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, within 60 days.

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.

My pen is broken, can you fix it?

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

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

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

Absolutely! We've got you covered. Were you in the middle of snagging your favorite PenGems during our latest exciting release, but got hit with an "Items Unavailable" curveball at checkout? No worries, we're here to shed some light on this.

Our inventory doesn't update until an order is fully paid. So, you can add those glittering pens to your cart while they're still in stock, but someone may be actively checking out with the same items. Once you complete your payment, your chosen beauties get reserved just for you, and they step out of the available inventory for other PenGem lovers.

One last thing to keep in mind: when you're at the checkout page, don't be tempted by the shiny yellow PayPal or sleek black Apple Pay buttons up top. They'll take you away from our PenGems universe to an alternative checkout, and items won't be reserved for you. You'll have the option to use them a bit later in the checkout process.

What is Shop Pay (text-to-checkout)?

Shop Pay is the ultimate speedy checkout experience for all Shopify stores. Here's how it works:

  1. At checkout, start by entering your email address as usual.
  2. You'll receive a text message with a unique code.
  3. Enter this code, and presto! Your information is automatically filled in, making checkout a breeze.

For more details on signing up or how to opt out, visit the Shopify Pay info page here: Shopify Pay Info

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?

Our 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.

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, 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.

Can I change or cancel my order?

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

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How fast will you ship my order?

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.

Domestic Shipping

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.

International Shipping

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.

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 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, PayPal, and Afterpay.

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

What is Afterpay?

Installments by Afterpay allows you to purchase in four equal installments, due every 2 weeks. For example, if your order total is $100, you pay 4 installments of $25. There is no additional cost to use Installments by Afterpay as long as you pay on time. All of your payments are interest free and you will
receive your order right away.

https://www.afterpay.com/how-it-works

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! All you have to do is create a store account.

How do I earn Gems?

You earn Gems when you place an order, for referring your friends, and for 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.

Earning 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 your screen. You can check balance at any time 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, and those codes cannot be combined with other offers. Rewards cannot be used to purchase gift cards. Discount codes cannot be used for shipping or taxes. Discount codes do not carry a balance.

Can I give my Gems to someone else?

Unfortunately, Gems are non-transferable. But 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 and VIP Black membership levels were earned through annual spending. For our customers that earned either status level, those levels will be held with all perks and benefits through the end of 2023.

How long will my VIP status last?

When you reach a tier, you will keep that status for the rest of the current calendar year, plus the next calendar year.

Do Gems or rewards expire?

Yes. If your account has no activity for one year, your Gems will expire. Once you use your Gems to buy a reward code, that code does not expire.

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