FAQs, Policies and Disclaimers

If your order has not shipped yet, we may be able to help you make changes to your order such as shipping address or wrong or missing items. Chat with us, call us at 877.509.0378, or go to our contact us page, and we will do our best to help you.

You will also receive an e-mail from us when your order ships. You can always log into your account to see the details about your recent order(s).

The e-mail you received to confirm the shipment of your order contains the tracking information necessary to track your package. There is also a link within your account to the tracking information. If you have lost this information, chat with us, call us at 877.509.0378, or go to our contact us page and we will do our best to help you.

Please note that not all shipping methods have full tracking. All domestic (U.S.) shipments come with full delivery confirmation. On the other hand, with international orders, tracking will depend on the shipping method.

At Pen Chalet we pride ourselves with the speed of our shipping. We do our best to ship your orders within one business day of you placing the order. At times, however, there are delays due to high demand of a product, delays with our distributor, and other such things. In these cases, we often ship partial orders in order for you to enjoy the items we have in stock can as soon as you can. If any item is damaged or missing from your item, please chat with us, call us at 877.509.0378, or go to our contact us page, and we will do our best to help you.

The e-mail you received to confirm shipment contains the tracking information necessary to track your package. If the tracking information you received states that the package was delivered, but you never received it, it is recommended that you first check with your local post office (or customs office) to see if they have additional information. They usually are the best sources of information in these scenarios.

If you still need help, please chat with us, call us at 877.509.0378, or go to our contact us page, and we will do our best to help you.

Shipping for Domestic (U.S.) Orders under $75 varies based on the weight of the item(s) and shipping address. At Pen Chalet we offer free shipping on all Domestic (US) Orders over $75. Please see our Free Shipping Page for any questions and any exceptions.

At Pen Chalet we pride ourselves with the speed of our shipping. We do our best to ship your orders within one business day of you placing the order. At times, however, there are delays due to high demand of a product, delays with our distributor, and other such things. In these cases, we often ship partial orders in order for you to enjoy the items we have in stock as soon as you can. Also, all products have, under their prices, the estimate of how long it will take to ship. Please allow extra time for items marked Special Order* as they are items we are ordering in for you. If you have any questions about when your order will ship, please chat with us, call us at 877.509.0378, or go to our contact us page, and we will do our best to help you.

The e-mail you received to confirm the shipment of your order contains the tracking information necessary to track your package. You can use this information to track the arrival of your package. Most Domestic (US) Orders are shipped using USPS First-Class or Priority Mail, which usually takes 2-5 business days to arrive.

Please reach out to us as soon as you realize there has been an error. If your order has not shipped yet, we may be able to help you make changes to your shipping address. Chat with us, call us at 877.509.0378, or go to our contact us page, and we will do our best to help you.

If your order does ship to the wrong address we cannot change the address. If the package ends up being returned to us, you are then responsible for paying the cost of shipping to resend it to you. If you instead wish to cancel your order, we can refund you for your order, less the original shipping charges.

We offer shipping to many countries across the world. For a complete list of the countries we ship to click here. . If you have any questions about if we ship to your country, or for international shipping in areas not currently available online, please chat with us, call us at 877.509.0378, or go to our contact us page, and we will do our best to help you.

Shipping will vary based on weight but starts at $19.99 (US Dollars) to ship to Canada, and $34.99 (US Dollars) to ship to any other country for USPS First Class Mail. For orders over $75, free shipping does not apply due to the high cost of international shipping. Recipients are responsible for all duties and taxes.

Yes, depending upon where you live, your order may be subject to additional tax or import duties upon arriving to your native country. Recipients are responsible for all duties and taxes; this includes items that are bought by one individual, and then sent to another as a gift. The recipient will be charged any duties and taxes upon its arrival.

At Pen Chalet we pride ourselves with the speed of our shipping. We do our best to ship your orders within one business day of you placing the order. At times, however, there are delays due to high demand of a product, delays with our distributor, and other such things. Also, all products have, under their prices, the estimate of how long it will take to ship. Please allow extra time for items marked Special Order* as they are items we are ordering in for you. If you have any questions about when your order will ship, please chat with us, call us at 877.509.0378, or go to our contact us page, and we will do our best to help you.

The e-mail you received to confirm shipment contains the tracking information necessary to track your package. USPS First-Class International Mail usually arrives within 2-8 weeks, with limited to no tracking.

Please reach out to us as soon as you realize there has been an error. If your order has not shipped yet, we may be able to help you make changes to your shipping address. Chat with us, call us at 877.509.0378, or go to our contact us page, and we will do our best to help you.

If your order does ship to the wrong address we cannot change the address. If it ends up being returned to us, then you are responsible for again paying the cost of shipping to resend it to you. If you instead wish to cancel your order, we can refund you for your order, less the original shipping charges.

Pen Chalet Return Policy: Pen Chalet accepts returns on unused, undamaged products (excluding Final Sale or Final Drop items) within 30 days of the original ship date. Returned products must include all original packaging and included accessories. To make a return, simply contact Customer Care with your order number and the email address you used for your order.


Return Policy FAQ: What Info Do I Need to Start a Return?

In addition to your order number, and the email address used for your order, Pen Chalet Customer Care will need you to provide:

• Which Item is Being Returned
• Reason for the Return
• Preferred Method of Reimbursement

Return Policy FAQ: What Methods of Reimbursement Does Pen Chalet Offer?

For eligible returns, Pen Chalet offers refund or exchange. To receive a full refund, returned products must include the original packaging (more info on "original packaging" is in the next section), be unused, and undamaged. (Note: for a full refund, fountain pens should NOT be inked).

If a pen is damaged or defective, Pen Chalet cannot provide a full reimbursement unless the damage was caused during the manufacturing process or during shipping or if the pen has a manufacturing defect. Many pen products Pen Chalet carries come with manufacturer warranties. Warranty coverages vary depending on the manufacturing brand, and specific product, but all pens including a warranty should have warranty details included with the pen (often in a brochure or pamphlet inside the pen box with the pen (or under the false bottom of the pen box).


Return Policy FAQ: How Can I Test the Way the Fountain Pen Nib Performs Without Losing the Option to Return the Pen?

If you wish to test the way your new pen writes before you decide you want to keep it, please do not fully ink the pen. Instead, dip the pen's nib in an easily washable ink, test it, and immediately clean off the nib with a fountain pen nib safe cloth. Again, any used items will not be eligible for a full refund. Any pens, inks or other items that are returned that have been inked and used and are therefore not able to be sold as new, will be subject to a 15% restocking fee. We cannot accept returns of the following items if they have been used in any way: bottled ink, ink cartridges, notebooks, or cleaning and pen care supplies.


Return Policy FAQ: What Do You Mean by "Original Packaging" and Accessories?

If you aren't sure whether or not you still have the "original packaging" for your pen, here is a list of items that would fall in this category:

• Pen Box or Case
• Warranty Paperwork
• Included Ink Converters and/or Ink Cartridges

Some products may come with accompanying "accessories." All included accessories must be included with a return in order to be eligible for a full refund. Examples of accessories that may come with a product include:

• Tools
• Extra Nibs
• Paper
• Notebooks
• Carrying cases

Return Policy FAQ: Can I Return a Damaged or Defective Pen to Pen Chalet?

If a product you purchased from Pen Chalet is damaged or defective, we want to help! Please get in touch with Customer Care before shipping your product back to the company, as it may be more beneficial and efficient to ship the product directly back to the distributor or manufacturer. When returning an item for repair or replacement, please remember before choosing your return shipping method that Pen Chalet can only reimburse shipping costs up to the total amount originally paid to ship out the item. Items past 30 days must be handled as a warranty issue with the distributor/manufacturer.


Return Policy FAQ: Can I Return an Item Just Because I Don't Like It as Much as I Thought I Would?

At Pen Chalet, we love pens and we love our customers. We also want our customers to love their pens! If you ordered a pen, but don't like it once you receive it, we will absolutely accept a return of the product within 10 days of the original ship date (unused and undamaged and with original packaging). The only difference when making a preferential return is the customer is responsible for return shipping costs. Contact Customer Care with your order number and the email used to place your order and request the mailing address for preferential returns.


Return Policy FAQ: What If I Need to Return a Pen, But I Already Inked it?

If you need to return a pen, but you already inked it, we may still be able to accept the return, but there is a 15% restocking fee (referring to 15% of the purchase price of the product being returned).


Return Policy FAQ: Are Any Pen Chalet Purchases Not Eligible for Return or Exchange?

Yes, some Pen Chalet products are not eligible for a return or exchange. Some of these items include:

• Products purchased from The Final Drop page
• Freebies
• Items included as a free gift alongside the purchase of another item (BOGO promotions)
• Products modified after purchase
• Engraved items (unless there is an error in the engraving)

The following items are non-returnable IF they have been used:

• Pen Chalet swag products (like Pen Chalet stickers and Pen Chalet tshirts)
• Pen care supplies
• Wax beads or sticks
• Paper or notebooks
• Bottled Ink

If you need to return or exchange a product involved in a Buy One Get One promotion or other special promotion, Pen Chalet may not be able to provide a full reimbursement of the total purchase price. Touch base with Customer Care with the details of your order, and they can advise you on your best course of action.

Still have questions? We want to answer them! Call, email or message us on social media and we can point you in the right direction for the most efficient return process. Approval of any return is subject to the discretion of Pen Chalet. If you need to discuss the Pen Chalet return policy or have questions about returning or exchanging a Pen Chalet order, please reach out to Customer Care so we can help!

We accept major credit cards including American Express, Visa, MasterCard, and Discover. We also accept Paypal, and personal or business checks (US Domestic Only)

If you choose to mail us a check, we reserve the right to deposit it and wait for the check to clear before we ship your order. If your check does not arrive after several weeks, we reserve the right to cancel your order.

Pen Chalet is an Arizona based company. Therefore, a 7.8% sales tax on all local orders (delivered to an Arizona address) will be assessed. All non-Arizona deliveries, within the United States, will not be charged a state sales tax, with the exception of all taxes incurred by relevant laws for internet based sales. INTERNATIONAL BUYERS: Depending upon where you live, your order may be subject to additional tax or import duties upon arriving to your native country.

Log into your account to see the details about your recent order(s). You can print your order after selecting it from the Order tab.

Coupons can be applied to all but the following brands: Diamine, Esterbrook, Ferris Wheel Press, Kakimori, Penlux, Pilot, Sailor, TWSBI, Visconti, and Retro 51 Popper pens.

Pen Chalet sells only authentic fine writing instruments and is an authorized dealer of every pen brand found on penchalet.com. We guarantee each writing instrument to be authentic. Each writing instrument or accessory comes in the original packaging with the proper paperwork. If you are not completely satisfied with your Pen Chalet purchase, please see our return policy.

Every product will vary on the warranty that is provided by the manufacturer. Most items come with warranty information included. Should you require service, please contact the manufacturer’s service center immediately. If you need contact information for any particular service center, please contact Pen Chalet by chat, call us at 877.509.0378, or go to our contact us page, and we will do our best to help you.

Of course! If you wish to purchase a pen off-line, please note the product number found in your shopping cart and call us at 877.509.0378 to place your order over the phone.

Please chat with us, call us at 877.509.0378, or go to our contact us page, and we will do our best to help you.

If you wish to call us, call us at 877.509.0378 Our phone lines are open from M-Th 9am to 4pm AZ time
F 9am to Noon AZ time. Our phone lines are closed on the weekends.

No, we do not. We are an online only retail store.

By appointment only. If you wish to pick up your order, you will need to contact us, and set up an appointment with us.

We strive to stay on top of all new products as they become available. Additionally we are happy to answer any general questions about any of the products that we sell. Please contact us, with your detailed question or feel free to chat or call us at 877.509.0378 to speak with a customer service representative.

Pen Chalet will not share your email or personal information with any parties. Emails will be used to send order/shipping information or to those who subscribe, our newsletter. You will be able to opt out of our newsletter at any time.

We take very seriously the protection of your credit card and your personal information and e-mail address. We do not disseminate your information to any outside parties and take all reasonable e-commerce protections to secure such information. Your personal information and e-mail will only be used in the fulfilling of your order and for our private mailing list and to inform you of specials and new products that you may be interested in.

Like many websites Pen Chalet uses cookies and web beacons to recognize you and your orders as well as track site usage.

Pen Chalet reserves the right to add, modify, amend or change its Policies at any time. Although we do not expect any problems, any and all disputes shall be handled through arbitration, located in the metro Phoenix area, state of Arizona.