FAQs, Policies and Disclaimers
Order Status
Q: I made a mistake! Can I change my order?
Q: How do I know my order has shipped?
Q: My order has shipped, but how do I track it?
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.
Q: I received my order, but items in it are damaged/missing. Help?
Q: My order never arrived! Where is it?
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.
Domestic Shipping
Q: How much does shipping cost?
Q: When will my order ship?
Q: When will my order arrive?
Q: I need to change my shipping address!
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.
International Shipping
Q: Do you ship to my country?
Q: How much does shipping cost?
Q: Do I have to pay Duties/Customs?
Q: When will my order ship?
Q: When will my order arrive?
Q: I need to change my shipping address!
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 currently ships to the following countries:
- United States
- American Samoa
- Australia
- Austria
- Bahrain
- Belgium
- Brunei Darussalam
- Canada
- China
- Cyprus
- Denmark
- Finland
- France
- Germany
- Greece
- Guam
- India
- Hong Kong
- Hungary
- Iceland
- Ireland
- Israel
- Italy
- Japan
- Korea, Republic of
- Luxembourg
- Malaysia
- Malta
- Netherlands
- New Zealand
- Norway
- Oman
- Poland
- Portugal
- Puerto Rico
- Qatar
- Romania
- Singapore
- Slovenia
- Solomon Islands
- Spain
- Sweden
- Thailand
- Taiwan
- Turkey
- Switzerland
- United Arab Emirates
- United Kingdom
- US Virgin Islands
Returns & Exchanges
Q: What is your return policy?
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
- 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)
- Pen Chalet swag products (like Pen Chalet stickers and Pen Chalet tshirts)
- Pen care supplies
- Wax beads or sticks
- Paper or notebooks
- Bottled Ink
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!
Billing & Pricing
Q: What does the retail price mean?
The term "Retail" price refers to the manufacturer's or supplier's suggested retail price for an item. The initially displayed Retail price is specific to a product with the selected default options/features dictated by the manufacturer. Please note that the Retail price for the selected product will be provided upon specifying it's color, options, and attributes.
Please note that the Retail price reflects the prevailing market price or the regular retail price. It is common for products to be sold at lower prices than the Retail price due to various factors, including promotional events, discounts, market competition, or supplier agreements.
Our everyday low prices are designed to provide you with affordable options without compromising on quality. We are committed to transparency and honesty in all our pricing practices.
Please be aware that MSRP is provided by the manufacturer and is intended as a guideline. Actual prices may vary. We encourage our customers to compare prices and shop confidently knowing that they are getting great value at Pen Chalet.
Q: What Payment Methods do you accept?
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.
Q: Do I have to pay Sales Tax?
Q: How do I get a copy of my receipt/invoice?
Q: Will my coupon apply to all products?
Warranty Information
Q: Is Pen Chalet an authorized dealer of all of the brands they offer?
Q: Is my product covered under warranty?
Additional Support
Q:Can I order over the phone?
Q: How do I contact 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.
Q: Do you have a physical retail storefront?
Q: Can I pick up my order if I live in the area?
Product Questions and Customer Service:
Privacy Policy
Q: Do you share my email and personal information?
Q: Is your website secure?
Q: Do you use cookies or other tracking technology?
(ii) Web beacons are used to determine whether a webpage has been viewed and other information through the use of cookies and track site usage.
(iii) We also use third party advertising companies which may employ cookies and beacons to measure the effectiveness of the ads. Any information these third party companies gather is not linked to your personal information gathered by us.
Amended Policies of Pen Chalet:
Mobile Terms of Service
The Pen Chalet mobile message service (the "Service") is operated by Pen Chalet (“Pen Chalet”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.By consenting to Pen Chalet’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Pen Chalet through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology. Promotional messages may include promotions, specials, and other marketing offers (e.g., cart reminders).
You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with Pen Chalet. Your participation in this program is completely voluntary.
We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.
You may opt-out of the Service at any time. Text the single keyword command STOP to +18338659538 or click the unsubscribe link (where available) in any text message to cancel. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. If you have subscribed to other Pen Chalet mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.
We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honoring requests made in such messages.
The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.
To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.
We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Notice.
Last updated: Oct. 24, 2024
Accessibilty Statement
Pen Chalet is committed to ensuring digital accessibility for people with disabilities. We are continually improving the user experience for everyone and applying relevant accessibility standards to enhance usability.
Our Commitment
We strive to conform to the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA standards wherever reasonably possible. We are actively working to improve the accessibility and usability of our website.
Ongoing Efforts
Our team regularly reviews our website to identify and address accessibility barriers. This includes improvements related to keyboard navigation, screen reader compatibility, and overall site functionality.
Because our website is custom-built and continually updated, accessibility enhancements are an ongoing process.
Third-Party Content
While we aim to ensure accessibility across our website, some third-party content or integrations may not be fully accessible. We encourage users to contact us if they encounter difficulties.
Need Assistance?
If you experience difficulty accessing any part of our website or need assistance placing an order, please contact us and we will work to provide the information or service you need through an alternative method.
Contact Information:
Phone: 877.509.0378
Mailing Address: 1550 E McKellips Rd Suite 110 Mesa, AZ, 85203
We welcome feedback and are committed to improving accessibility for all users.



