Free USA Shipping on Orders over $35!
Love at First Write
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FAQ

FAQ

Most Frequently Asked Questions
When will my order arrive? How do I track my order?

Your tracking number is included in the email we send when your order ships. You can use this to track your package after it ships and get an idea of when it will arrive.

The processing time for an order depends on the shipping method selected. Orders with FedEx 2Day or FedEx Overnight selected as the shipping method that are placed by 7:30 a.m. Pacific Time ship on the same business day. For other shipping methods, the estimated processing time is indicated during checkout and is usually between 1 to 3 business days. We do not ship on US federal holidays.

The time it takes for your order to arrive after we send it out depends on the shipping method you chose during checkout. Free Standard Shipping within the US takes about 3-7 business days. You can see transit time estimates for all available shipping methods on the Shipping Information page.

If you don’t have your order shipped email, you can still track your package.

If you checked out as a guest:

  • Open your order confirmation email.
  • Click the link under the header, “Want to manage your order online?” This takes you to the Order Details page.
  • Click the button that says, “Track Package.”

If you checked out with a JetPens account:

  • Log in to Your Account and go to the Your Orders page.
  • Click on “View Order Details.”
  • Click the button that says, “Track Package.”
How do I change or cancel my order?

We can’t add or remove items from your order once it’s in our system. However, you can self-cancel your order as long as its status is still listed as “Processing.” Then you can make a new order with the correct items.

To self-cancel your order if you checked out as a guest:

  • Open your order confirmation email.
  • Click the link under the header, “Want to manage your order online?”
  • Check the order’s status. If it says “Processing,” you can cancel your order.
  • Click the “Cancel Order” button.
  • Fill out the form and click “Cancel Order” again.

To self-cancel your order if you checked out with a JetPens account:

  • Log in to Your Account and go to the Your Orders page.
  • Check the order’s status. If it says “Processing,” you can cancel your order.
  • Click the “Cancel Order” button.
  • Fill out the form and click “Cancel Order” again.
How do I make a return?

Double-check whether your items meet our Returns And Refunds policies. You can return any new, unopened, and unused item you bought in the last 30 days.

If you want to return something because it arrived damaged or doesn’t seem to be working correctly, please contact us with the order number and a detailed description of the problem so that we can help you. You can find the order number in your order confirmation email and on your packing slip.

To make a return if you checked out as a guest:

  • Open your order confirmation email.
  • Click the link under the header, “Want to manage your order online?”
  • Click the “Return Items” button and follow the instructions.

To make a return if you checked out with a JetPens account:

  • Log in to Your Account and go to the Your Orders page.
  • Click the “Return Items” button and follow the instructions.
SHIPPING
How much is shipping?

Standard Shipping is FREE for orders over $35 shipped within the US.

If you want your order faster or are sending it to another country, you can calculate how much shipping will be directly in your shopping cart.

  • Go to your Shopping Cart.
  • On the right hand side, select “Calculate Shipping.” Enter your country, state or province, and postal code. Click “Get Shipping Quote.”

See our Shipping Information page for more details.

Do you ship outside of the US?

Yes. You can find the list of countries in the “Country” dropdown menu during checkout and under “Calculate Shipping” in the shopping cart.

Visit our Shipping Information page for more details about international shipping.

Do you ship to military addresses?

Yes. Be sure to select the correct state (AA, AE, AP) when entering your shipping address.

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OUT OF STOCK ITEMS
Something I want is out of stock! When will it be back?

We restock most items about every two to three weeks, but some products can take longer to arrive. If you don’t want to keep checking back, click the button that says “Get Restock Notification” on the page of the product you are interested in (you will have to make a JetPens account or log in if you aren't already logged in). We’ll send you an email as soon as we get more. If the button does not appear then unfortunately we won’t be able to restock that item.

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GIFTS
I’m shipping a gift directly to the recipient. Do your packing slips show prices?

No. Our packing slips list the items in the order and the shipping address, but no prices. You can include a gift message on the packing slip by clicking “Add a Gift Message” during checkout.

How do JetPens Gift Cards work?

JetPens Gift Cards are electronic and come in increments of $25. Instead of requiring a physical card, your Gift Card Balance appears as a payment option during checkout.

To send a gift card to someone, fill out the recipient’s name, email address, and the amount you want to give on the Send Gift Card page. They will receive an email that tells them how to redeem the gift card.

If you checked out as a guest, you will need to visit the Send Gift Card page before your shopping session ends. If it has ended, you can click on the link in your order confirmation email to recreate the session.

  • Open your order confirmation email.
  • Click the link under the header, “Want to manage your order online?”
  • Go to the Send Gift Card page and fill out the information.

If you purchased the gift card with a JetPens account, you can log in to your account to access the Send Gift Card page.

If you want to give a gift card as a physical gift, send it to your own email address. You can then print the email out to give in person.

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Payments
What currency are your prices listed in?

Our prices are listed in United States dollars. Please note that there may be additional fees charged by your bank or credit card provider for international payments.

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ABOUT JETPENS
I love your selection of Japanese products. Are you a Japanese company?

We understand why you might think that, but we’re actually based in the United States!

Can I visit your store?

We don’t have a physical storefront, so we can’t accommodate visitors. You can still get an idea of how we work, though—we show behind-the-scenes sneak peeks on our About Us page and occasionally on our Instagram and YouTube channel.

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CONTACT US
Can I suggest a product?

It’s wonderful of you to think of us! Please contact our customer service team and they will forward your idea to our merchandisers.

How do I place a tax-exempt order?

Please contact our customer service team and we'll get you set up to place tax-exempt orders. Make sure to include the documentation that qualifies your orders for tax exemption.

I have a question that isn’t covered here.

Please contact our customer service team and we’ll do our best to answer any questions you have.

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