Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, the item must be in the same condition in which you received it, unworn or unused, with any applicable tags, accessories, manuals, and components included. The item must be securely packaged, preferably in its original packaging. You will also need the receipt or other proof of purchase.

To request a return, please contact us at support@penstopencils.com. Approved returns must be sent to the following address:

500 E IL Route 22
Lake Zurich, IL 60047

Please do not send an item back without first requesting and receiving return authorization. Items returned without prior authorization may not be accepted or refunded.

If your return is approved, we will provide return instructions. For returns due to a change of mind, an accidental order, or another reason unrelated to an error by Pens to Pencils, the customer is responsible for return shipping costs. Additionally, a restocking fee of up to 20% of the purchase price may be deducted from the refund. If the item is defective, damaged during shipment, or different from the item ordered, we will provide an appropriate resolution, which may include a prepaid return shipping label, replacement, or full refund. No restocking fee will be charged for returns resulting from our error or a defective product.

Original shipping charges and expedited shipping fees are non-refundable unless the return is due to an error by Pens to Pencils or as otherwise required by law.

Items returned used, incomplete, damaged after delivery, improperly packaged, or in a condition different from how they were received may be ineligible for a refund or may qualify only for a partial refund.

You can contact us with any return-related questions at support@penstopencils.com.


Damages, defects, and incorrect items

Please inspect your order promptly after delivery. Contact us as soon as possible if an item is defective, arrives damaged, is missing components, or if you receive the wrong item so that we can evaluate the issue and make it right.

To help us resolve the issue, we may request photographs of the item, its packaging, the shipping label, and any visible damage. Please keep the item and all packaging materials until we have completed our review and provided further instructions.

Damage caused by misuse, improper handling, incorrect installation, normal wear and tear, or damage occurring after delivery is not considered shipping damage or a product defect.


Exceptions and non-returnable items

Certain items cannot be returned, including:

  • Perishable goods
  • Custom, personalized, special-order, or made-to-order products
  • Personal care, hygiene, or sanitary goods once opened
  • Hazardous materials, chemicals, flammable liquids, aerosols, or gases
  • Items that have been used, altered, assembled, installed, or damaged after delivery
  • Items missing parts, accessories, manuals, tags, or packaging when those materials are necessary for resale
  • Gift cards
  • Items clearly marked as "Final Sale" or "Non-Returnable" at the time of purchase

Please contact us at support@penstopencils.com before purchasing if you have questions about whether a specific item is eligible for return.


Sale items

Sale or discounted items may be returned unless the product was clearly marked as "Final Sale" or "Non-Returnable" at the time of purchase. Final-sale items cannot be returned or exchanged except when required by law or when the item arrives defective, damaged, or incorrect.


Exchanges

We do not process direct exchanges. The fastest way to receive a different item is to request a return for the original item and, once the return is approved, place a separate order for the replacement item.


Packages marked as delivered

If a carrier marks your package as delivered but you cannot locate it, please check the delivery location, mailbox, parcel locker, building office, household members, and nearby areas. You may also contact the carrier for delivery details.

Please contact us at support@penstopencils.com if the package remains missing. We will assist with reviewing the available tracking information and, when appropriate, working with the carrier. A carrier's delivery confirmation may be considered proof of delivery, and refunds or replacements are not guaranteed for packages confirmed as delivered.


European Union 14-day cooling-off period

Notwithstanding the policy above, if merchandise is shipped into the European Union and applicable consumer law provides a right of withdrawal, you may have the right to cancel or return your order within 14 days without providing a reason.

The item must be returned in the same condition in which it was received, unworn or unused, with applicable tags, accessories, and components included, and securely packaged. You will also need the receipt or other proof of purchase. This right is subject to any exceptions permitted under applicable law, including exceptions for personalized, perishable, sealed hygiene, or other exempt products.


Refunds

We will notify you after we receive and inspect your return and will let you know whether the refund has been approved.

If approved, we will typically process your refund to your original payment method within 7 business days. Please note that your bank, credit card issuer, or payment provider may require additional time to process and post the refund to your account.

Unless the return is due to an error by Pens to Pencils or otherwise required by law, original shipping charges, expedited shipping charges, return shipping costs, and any applicable restocking fee (up to 20% of the purchase price) are non-refundable.

If more than 15 business days have passed since we notified you that your refund was approved, please contact us at support@penstopencils.com.