Yikes! Let’s get that straightened out as quickly as we can. Send us an email us at firstname.lastname@example.org so we can get started. If your package was damaged in shipping, we'll send replacements (or, in rare circumstances, offer a credit/refund if a similar product is not available). If you're missing an item from your order, please let us know as well and we'll work with you to make it right.
As long as your order hasn't shipped yet, we may be able to make changes like adding more items, swapping things out, or taking items out. Please email your request to email@example.com
You'll receive an email from us when your order has shipped, which will include tracking information. Misplaced this info? We understand. Send an email to firstname.lastname@example.org and we can look into it for you. Keep in mind, not all shipping methods have full tracking. All domestic (U.S.) orders include full delivery confirmation. For international orders, tracking will depend on the shipping method - Priority Mail usually only tracks within the U.S., while Express Mail has full tracking capabilities.
Click the "My Account" link in the bottom of our site and log in for details about your order status. You'll also receive an email from us when your order has shipped, which will include tracking information.
First step? Breathe. We’ll help you track it down. Start by clicking the "My Account" link in the bottom of our site to track your order status and make sure all the items have shipped. If you received tracking information from us in an email and it says your package was delivered, we recommend that you check with your local post office (or customs office) to see if they have additional information. If you still need help, email email@example.com.
Please email us at firstname.lastname@example.org immediately if you realize that you gave us the wrong shipping address — if it hasn't shipped yet, we should be able to correct it before it goes out the door. If your order ships and ends up being returned to us, then you are responsible for paying the cost of shipping again to resend it to you. If you decide to cancel your order instead, we'll refund you for the products less the original shipping charges. We'll reach out to you to coordinate your options before re-shipping.
Signature confirmation is a way to make sure your package will not be delivered without your signature. If you're not home, usually a notice is left for you to pick it up at your local post office. We offer signature confirmation for an additional $2.05 on all domestic (U.S.) orders. If you’re concerned about packages being left unattended on your doorstep, you can add signature confirmation as an extra guarantee that it will arrive safely and to minimize the risk of it being stolen.
We ship all of our packages through the United States Postal Service (USPS). We've found their rates to be the best value. Simply add the items you want into your cart, and you'll be given shipping options and prices. Most orders are able to ship the same or next business day. For orders within the U.S. and its territories, we offer First-Class and Priority Mail. Here is an overview of each: First-Class Mail is available for very lightweight packages (several ounces) and may not be available if your total order weight exceeds the maximum allowed. Cost is usually $3-5, depending on the total order weight, and usually takes 2-5 business days to arrive. Priority Mail is used for the majority of our packages and usually takes 1-3 business days to arrive. We charge a flat rate of $5.95-$7.95, depending on your location. You can also add additional services such signature confirmation. We also offer FREE Priority shipping for APO/FPO addresses.
Please see each individual item page for more information on the availability of each item. For the majority of our products, we aim to have your order out by the same or next business day. In times of very high volume it may take 2-3 days, so if you're in a hurry, just let us know by emailing us. After placing your order, you may click the "My Account" link at the bottom of our site to track the status of your order. You will also receive a shipment confirmation with tracking information via email when your order has shipped.
Laws vary by country, so it depends on your country's regulations. You are responsible for paying any assessed customs fees upon receipt. We are not responsible for any customs fees charged. Important note: Whoever receives the package is responsible for paying any applicable duties or taxes on the received products, even if it is being shipped as a gift! We cannot mark packages as gifts, and we will not falsify the total value of the package to skirt customs fees. All contents will be stated on the outside of the package as part of the customs form. Another note: If you fail to pay the duties for your parcel and it is returned to us, you will have the option for us to re-ship your package to you (and you will pay for shipping again), or we can cancel your order and refund you for the products less the original shipping amount paid. We will reach out to you once your package is returned to us.
While most international packages show up within a week or two, we have seen some take as long as six to eight weeks if they get stuck in customs. First, check with your country's local customs office. In many countries, you can give them your tracking/package number and they can tell you if it's in their system or not. If not, please let us know and we'll do our best to track it down with USPS. However, if you elected the First-Class mail option, unfortunately there is NO tracking that can be done. USPS will not be able to tell us where your package is. This is part of the tradeoff of the economical price. If it’s been several weeks and your package still hasn't showed up, we ask that you be patient and wait at least sixty days to see if it arrives (and again, check with your customs office). We can’t process a claim with our shipping insurance for sixty days, so until then, there isn't much that we can do.
We ship all of our packages via USPS. Simply add the items you want into your cart, and you'll be given shipping options and prices. For international orders, we offer three options: First-Class Mail This is the cheapest option, but can take up to several weeks to arrive (in extreme cases, up to 6-8 weeks) and tracking isn't available outside the US. First-class mail is only available for lightweight packages (under several pounds) up to $300 in value. The cost varies - it usually starts around $7 and depends on the total order weight and your country. Priority Mail This has some limited tracking and usually takes about 1-3 weeks to arrive. It’s available for any weight of package, up to $300 in value. Cost usually starts around $30 and is based on the total order weight and your country. Express Mail While the most expensive, we recommend this option as it offers full tracking and is the most reliable. It’s used for any package over $300 or for anyone wishing to receive their package quickly, usually in under a week (depending on customs). Cost usually starts around $40 and is based on the total order weight and your country.
Please email us at email@example.com immediately if you realize that you gave us the wrong shipping address — if it hasn't shipped yet, we should be able to correct it before it goes out the door. If your package has already shipped and ends up being returned to us, then you are responsible for paying the cost of shipping again to resend it to you. If you decide to cancel your order, we'll refund you for the products minus the original shipping charges. We'll reach out to you to coordinate your options before reshipping.
We welcome orders in almost all countries, as long as USPS currently ships there. Currently, we are not shipping to Russia, Ukraine, or Vietnam because of too many lost or fraudulent packages and/or USPS restrictions. At this time, we cannot ship Express Mail to the Czech Republic, but First-Class and Priority are still available options.
Need to make a return? It's easy. Just email firstname.lastname@example.org within 90 days of placing your order to get the process started to initiate a return. We're happy to provide full refunds on products that are returned to us unused, in the state you received them, and include all original packaging. If you need to return a new product because of our mistake (like if we accidentally sent the wrong item or the item was damaged or defective), we'll even send you a prepaid shipping label for the returned item.* If you use a pen and still want to return it, that's no problem - we'll provide you a refund as store credit of the purchase price, minus 10%. Also, quick tip – please flush out the pen prior to shipping it back to us (trust us, receiving a pen full of ink can be very messy!). Be sure to pack the items well to avoid any damage in transit, and include all original packaging materials. If the item does not arrive in the condition you originally received it, we may not be able to offer a full refund. For Closeout or Bottom Shelf items, or for any used bottled ink, ink cartridges, ink samples, sealing wax sticks, notebooks, or stationery, we are unable to issue a refund. However, you may want to consider selling or trading your used items on forums like the Fountain Pen Network. *Prepaid shipping labels can only be used within the United States. For our international customers, if we messed up and you received an incorrect or damaged/defective product, then of course we will work with you to apply an appropriate refund or credit. Just let us know!
We will not ship your order until we receive payment in full from you. If you are mailing us a check or money order, we reserve the right to deposit it first. If you selected PayPal but fail to complete the transaction (either by choice or due to website issues), we'll try to reach out to you to remind you to complete payment. If we do not receive payment within three days of your order date, we reserve the right to cancel your order.
We accept all major credit cards including Visa, MasterCard, Discover, and American Express. We also accept PayPal payments, or personal or business checks. Please note that we will not ship your order until we receive payment in full from you.
Sorry, we don’t accept preorders for out-of-stock items, for many reasons. There's nothing worse than thinking you've got a product reserved for you, only to find out it was oversold and you won't actually get it. Sometimes the orders that we place with our manufacturers get shorted, and we don't receive as much as we initially were promised. If this happens when we've already sold all of our allotment, then we would have over-committed to you if we'd taken a preorder. And that just stinks. Delays also happen all the time, across all brands. There are some products that we carry that have been delayed, literally, by more than a year before their release. But it's not just limited to new products, we have regularly available products that are backordered to us for months at a time. Taking a pre-order in that situation means that you'd be waiting for us all that time, and that is just not ideal for anyone. Damage in shipping is also a risk for orders coming from our manufacturers. It's rare, but sometimes we're anticipating a big order of a new product and we receive it to find that 1/4 of it is crunched, wet, or defective in some manner. Then what? If we already sold it all, then we have some explaining to do to a group of disappointed (and likely angry) customers. Nope, we like to get things in hand, inspect them for quality, make sure we know exactly how many we have, then sell them. What it all boils down to is that we just can't logistically manage preorders while maintaining the level of customer service that we're known for. Many retailers do preorders, and it is tempting for us because it seemingly provides a better service for the eager buyer. But because of the many exceptions that we see happen every day with our suppliers, it's actually in all our customers' best interest for us to withhold from taking any preorders and only commit to selling what we know we have, once we physically have it.
Gift certificates are perfect presents for fountain pen enthusiasts. You can purchase gift certificates directly from our site by hovering over the “Specials” button in our navigation bar and clicking “Gift Certificates.”
With nearly three thousand products on our site, it’s still easy to find the product you’re looking for with our internal search engine. Just type your keywords in the search box in the upper left corner. We’ve also created custom comparison tools to help you find your perfect pen, paper and ink. The Swab Shop has color-corrected swatches that you can sort by brand or color. The Nib Nook compares nib width by viewing writing samples. The Pen Plaza allows you to view and compare the size and shape of all of our pens If you still have any trouble locating a product, feel free to contact us for assistance.
Click the "My Account" link in the bottom of our site and log in. From here, you can change your billing or shipping address, email, username, password, and more. Please note: if you’re an Ink Drop member and need to change your address, please also send an email to email@example.com notifying us of the change.
Click the "Sign In" link at the top of our site. Under the login box click the "Forgot your password?" link and the system will send you an email with a new link to reset your password.
As much as we love sharing our love of fountain pens with our customers, we are not a retailer and our insurance prohibits us from allowing customers in our warehouse. When you pick up your order, we cannot give you a tour of the warehouse, and we do not have any extra pens/inks/etc for you to try. Thanks for your understanding!
If you’re local to Richmond, VA, you can pick up your order and save on shipping costs. Orders will be available for pickup anytime after 9am on the following business day (Monday-Friday). We are open from 9am to 5pm. Our address is: 10201 Maple Leaf Court, Ashland, VA 23005. We are off of Lakeridge Parkway, about a mile north of the intersection with Sliding Hill Road, right off of exit 86B on I-95. If you’d like to arrange a specific pick up time, just email us at firstname.lastname@example.org or call us at 804-368-0482.
By Email: email@example.com. By Phone: (804) 368-0482. If we are unable to answer the phone, please leave a message with your name and phone number so that we can call you back during normal business hours, Monday through Friday 9am-5pm ET. By Mail: The Goulet Pen Company, 10201 Maple Leaf Court, Ashland, VA 23005.