FAQs
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.
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 info@gouletpens.com 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. First-Class International usually has NO tracking at all.
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 info@gouletpens.com
Yikes! Let’s get that straightened out as quickly as we can. Send us an email us at info@gouletpens.com so we can get started.

If your package was damaged in shipping, we'll send replacements to you at no cost. In rare circumstances, we may have to 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.
First step? Breathe. We’ll help you track it down.

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. That's usually the best source of information for these situations.

If you still need help, email info@gouletpens.com and we'll do our best to help you.
Wednesday December 14th: FedEx Ground. These orders will be shipped by the 16th. If you're in Alaska or Hawaii, you may want to try to get it in even sooner.

Thursday December 15th: USPS First-Class. We'll get these out the door by the 19th. This method is only available for lightweight parcels under $300.

Sunday December 18th: USPS Priority. We'll get these out the door by the 20th, to arrive to you between the 21st-24th depending on your location. If you're in Alaska or Hawaii, you may want to try to get it in even sooner.

Monday December 19th: FedEx 2-Day. We'll get these out the door by the 20th, to arrive to you on the 22nd. If you order by 10am EST on the 20th, we'll also ship these same day to arrive to you on the 22nd.

Tuesday December 20th: FedEx Standard Overnight. We'll get these out the door by the 21st, to arrive to you on the 22nd. If you order by 10am EST on the 21st, we'll also ship these same day to arrive to you on the 22nd.
We ship all of our packages through USPS or FedEx. Simply add the items you want into your cart, and you'll be given shipping options and prices at checkout. All of our shipping methods include tracking.

We cannot ship FedEx orders to a PO box address.

USPS First-Class Mail: Starts around $3-5 in price. Available for very lightweight packages (several ounces) and may not be available if your total order weight exceeds the maximum allowed.

USPS Priority Mail: A FLAT rate of $6.95-8.95, depending on your location. You can also add signature confirmation. We offer FREE Priority shipping for APO/FPO addresses.

FedEx Ground: Starts around $10 in price, and will go up from there based on the overall weight of your order and where it's going.

FedEx 2 Day: Starts around $13 in price, and will go up from there based on the overall weight of your order and where it's going.

FedEx Standard Overnight: Starts around $16-30 in price, and will go up from there based on the overall weight of your order and where it's going.
If you select FedEx 2 Day or FedEx Standard Overnight and place your order by 10am Eastern Time (Monday-Friday), we'll ship it that same business day.

For USPS or FedEx Ground shipments, we aim to have your order out by the same or the next business day. In times of very high volume it may take up to 2-3 days.

We ship five days a week, Monday through Friday. Sometimes our mail pickup comes in early afternoon, so tracking for orders shipped later that day may not update until the following business day.

Please note that we do not offer Saturday delivery for FedEx orders.

You will receive a shipment confirmation with tracking information via email when your order has shipped. You can also click the My Account link at the bottom of our site to track the status of your order.
*These estimates begin once the order has been shipped from our warehouse, typically 1-2 business days after the order has been placed. FedEx 2 Day and FedEx Standard Overnight orders are shipped same business day if we receive your order by 10am Eastern Time.

USPS First-Class Mail: Usually takes 2-5 business days to arrive.

USPS Priority Mail: Usually takes 1-3 business days to arrive.

FedEx Ground: Packages will arrive in 1-5 business days, depending on how close you are to us here in Virginia. Hawaii and Alaska may be closer to 5-7 business days.

FedEx 2 Day: Arrives in two business days after we ship it, by 4:30pm your time. (For example, if you order by Monday morning, it will arrive to you on Wednesday afternoon; if you order by Thursday morning, it will arrive to you on Monday afternoon.)

FedEx Standard Overnight: Arrives next business day after we ship it, by 3pm your time.

**Please note that we do not offer Saturday delivery for FedEx packages.
Please email us at info@gouletpens.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 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 shipping via USPS Priority Mail. 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.
The FedEx Delivery Manager is an optional free service provided by FedEx that allows you greater control and visibility over your orders (not just from us, but for any vendor shipping to you via FedEx). You can communicate special needs for delivery (such changing the delivery address, holding for pickup, or providing delivery instructions) through the tool. The website is http://www.fedex.com/us/delivery/.
Thursday December 1st: USPS First-Class and USPS Priority International. We'll caution that these shipping methods may be a stretch depending on your location - we really can't guarantee on-time delivery with these methods, and tracking isn't very reliable. We really recommend the USPS Express or one of the FedEx options instead.

Sunday December 11th: FedEx International Economy. These orders will be shipped by the 12th and should arrive to you in time for Christmas, pending customs clearance.

Monday December 12th: FedEx International Priority and USPS Express International. These orders will be shipped by the 13th and should arrive to you in time for Christmas, pending customs clearance.
We welcome orders in almost all countries, as long as USPS and/or FedEx currently ships there. Currently, we are not shipping to Russia, Ukraine, Czech Republic, Lebanon, or Vietnam. We also cannot offer FedEx shipping to Brazil or Mexico at this time.

We also cannot ship a FedEx order to a PO Box address.
We ship all of our packages via USPS or FedEx. Simply add the items you want into your cart, and you'll be given shipping options and prices at checkout. Prices will vary depending on the total weight and price of your order, and what country it is shipping to. Not all methods are available in all countries.

FedEx International Priority: Our most expedited shipping option. Full tracking is included.

FedEx International Economy: Also an expedited shipping option, though not as fast as International Priority. Full tracking is included.

USPS Express International Mail: Our fastest USPS option. Full tracking is included.

USPS Priority International Mail: Available for orders up to $300 in value. May have limited tracking.

USPS First-Class International Mail: Available for orders under $300 and weighing less than 4 pounds. No tracking is available. While the most economical, it can take anywhere from 2-8 weeks for delivery.
If you select FedEx and place your order by 10am Eastern Time (Monday-Friday), we'll ship it that same business day.

For USPS shipments, we aim to have your order out by the same or the next business day. In times of very high volume it may take up to 2-3 days.

We ship five days a week, Monday through Friday. Sometimes our mail pickup comes in early afternoon, so tracking for orders shipped later that day may not update until the following business day.

You will receive a shipment confirmation with tracking information via email when your order has shipped. You can also click the My Account link at the bottom of our site to track the status of your order.
*These estimates begin once the order has been shipped from our warehouse, typically 1-2 business days after the order has been placed. FedEx orders are shipped same business day if we receive your order by 10am Eastern Time.

FedEx International Priority: Usually arrives in 1-2 business days. Full tracking.

FedEx International Economy: Usually arrives in 2-5 business days. Full tracking.

USPS Express International Mail: Usually arrives within 1 week depending on customs clearance. Full tracking.

USPS Priority International Mail: Usually arrives within 1-3 weeks. Limited tracking.

USPS First-Class International Mail: Usually arrives within 2-8 weeks, with limited to no tracking.
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.

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. That is against our company value to "Be Honest." All contents will be stated on the outside of the package as part of the customs form.

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 if your package is returned to us.
Please email us at info@gouletpens.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.
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. However, if you elected the USPS 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.
Need to make a return? It's easy. Just email returns@gouletpens.com within 90 days of placing your order to get the process started. In your email, let us know:
(1) Your original order number,
(2) Whether the item is used (which for pens/nibs means inked in any way) or unused,
(3) Reason for return, and
(4) What type of reimbursement you’d like. We can issue either a refund to the original payment method or a store credit.

We're happy to provide full reimbursement on products that are returned to us unused, in the state you received them, and which include all of the original packaging (such as the pen case, warranty papers, cartridges and converters, etc). If you need to return a product because of our mistake (like if we accidentally sent the wrong item, or the item was damaged or defective), just let us know and we’ll take care of you! Should your return call for a shipping reimbursement, we are only able to reimburse up to the shipping costs of the original order. Please keep this in mind as you choose your return shipping method.

If you use a pen and still want to return it, that's no problem – we can still provide you either a refund to your original payment method or a store credit in the amount of the purchase price, minus 10%.

We’re happy to conduct exchanges also. However, it’s definitely easier for you, the customer, if the item being returned is new. Since there won’t be full reimbursement for used products, it’s usually a more seamless process to opt for a store credit or refund. That way you can place an order for a different item at your leisure!

We are unable to accept returns on any item, whether used or new, purchased from our Closeout or Bottom Shelf sections. In addition, we cannot accept any of the following items if they’ve been used: bottled ink, ink cartridges, ink samples, sealing wax sticks, notebooks, or stationery. However, you may want to consider selling or trading your used items on forums like the Fountain Pen Network.

Bottom line - just reach out to us and we’ll provide all of the final directions for your return/exchange!
We accept all major credit cards including Visa, MasterCard, Discover, and American Express.

We also accept PayPal payments, and personal or business checks (US only).

Please note that we will not ship your order until we receive payment in full from you.
Your credit card will be charged when we package and ship out your order, usually same or next business day.
Virginia residents will be charged a 5.3% sales tax for merchandise ordered on this web site.
Just click the My Account link in the bottom of our site to see your order history, or email us at info@gouletpens.com and we can help you out.
We will not ship your order until we receive payment in full from you.

If you are mailing us a check, we reserve the right to deposit it first. Please allow several business days for the check to clear. If we don't receive your check after several weeks, we reserve the right to cancel your order.

We only accept U.S. domestic checks. Please do not send international currency checks.

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.
Yes! We are an authorized retailer for all of our brands. We always purchase our products through the U.S. distributor for a brand (if one exists), or directly from the manufacturer otherwise.

One of our core values is to "Be Honest" and our mission statement includes "products we believe in" -- that means we stand behind everything we sell. All of our products are new and authentic from the manufacturer (with the exception of The Bottom Shelf, which may have some gently used items with a full disclaimer).
Please refer to current warranty information on the Lamy USA website.
If you need to repair your damaged TWSBI fountain pen, please send an email to twsbiinc@gmail.com. TWSBI prefers that all warranty claims go directly through them. If you're unsuccessful in reaching out for any reason, please let us know and we'll help you out.
If you're outside our 90-day returns window and have a manufacturing defect, here's the information you'll need:

Pilot guarantees all of its products*. If you are not satisfied with the performance of any Pilot product, return the product, postage paid, and they will replace it free of charge with a comparable product.

*Pilot Fine Writing and Namiki product purchases are covered by a separate warranty that is specific to those product lines. Please refer to the following product listing for your convenience.

Lifetime: Emperor, Yukari Royale, Yukari, Nippon Art
3 Years: Sterling, Justus 95, Falcon, Fermo, Vanishing Point
1 Year: Custom 823, Custom 912, Custom 74, Heritage, Stargazer, Stanza, Ageless, Prera, Knight, Axiom

In the U.S., please return all product to:
Pilot Corporation of America
Customer Service Manager
3855 Regent Blvd
Jacksonville, FL 32224

Email: consumerservice@pilotpen.com
Phone Number: (904) 565-7600
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.
Yippee for you! Time to go shopping. Place items in your cart, and at checkout you'll have an opportunity to enter in a gift code at the payment screen.
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 top navigation bar and clicking "E-Gift Certificates" or you can just click HERE.
With over 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.
Yes, we sure do! We offer them individually or in many varieties of package sets. If you like the element of surprise, we also offer a "Surprise Me!" random ink sample, sold individually or as part of a discounted package set.
We retired the Ink Drop subscription program in April 2016. Please read our blog post about the retirement of Ink Drop.
Click the Sign Up link located at the top of our site. Then simply follow the prompts to complete setting up your account.

Your information is NEVER sold to any other company and is kept completely private. For more info, check out our Privacy Policy.
Click the MY ACCOUNT link in the bottom of our site and log in. From here, you can change your billing or shipping address, password, and more.

If you wish to change your email address, just send an email to INFO@GOULETPENS.COM and we can update it from our end. Please clearly indicate your old and your new address in your email to us to expedite the process!
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. Your new password should be at least 8 characters, with at least 1 capital letter and 1 number.

If at any point it's still not working for you, just shoot us an email to INFO@GOULETPENS.COM.
We're sorry this is happening! First, make sure your address is valid and complete. Click to edit your address, or try adding it as a new address.

If that still isn't working, please send us an email at INFO@GOULETPENS.COM, along with your checkout URL (it should contain a long string of characters), and we'll take a look at your shopping cart and try to figure out what's going on. For some folks, it's just an error in how your customer account was migrated from our old site (in late 2014) and we can usually fix it pretty easily from our side.
We're sorry that's happening! There has been a bug on our site where some folks are getting unsubscribed without meaning to do so. For the most part we've fixed it, but it may still be happening from time to time. We believe it's an error in your customer account configuration, and often the unsubscribe email happens whenever you log in or place an order. Just email us at INFO@GOULETPENS.COM and we can fix your account from our end. Once we correct your account settings, it shouldn't keep happening.
We're very sorry about that! We know that error message doesn't make much sense. We've had a couple issues with some customer accounts that were incorrectly migrated over from our old site in late 2014.

Just send us an email at INFO@GOULETPENS.COM, and we'll get you set up with a brand-new account. You'll still be able to keep your same email, we just need to disable the faulty account first before you can sign up again.
By Email: INFO@GOULETPENS.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.
No, we do not. We are online only.
If you’re local to Richmond, VA, you can pick up your order and save on shipping costs. Just put a note in your order comments, and we'll void the shipping charge.

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 10199 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 INFO@GOULETPENS.COM or call us at 804-368-0482.
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!