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Frequently Asked Questions

I see a product I want but it’s out of stock.  Can I still order it?

Sure you can!  We treat this the same as custom designing your own pen (and there’s no extra charge to do it!).  Just follow the procedures shown under “Design Your Own Custom Made Products” or click here: Design Your Own Custom Made Products.

Will I get the exact item pictured or something similar? 

If the in-stock quantity shown is “1”, you will receive the exact item pictured.  When the in-stock quantity is greater than “1”, or if you order an item that’s out of stock/ place a custom order, your item will be almost identical (and the metallic portions of the product will always be identical).  We say almost because all pieces of wood are slightly different, even those from the same log.  Acrylics, stone and even antler also vary slightly from one piece to the next.  We do promise that the product we send you will be so like the one pictured that you might not notice the difference (and may like it better!).  If it’s a concern, use the Contact Us link and we will share a picture with you of the actual product we plan on using for your pre-approval.  Unfortunately, we cannot send you an accurate picture for a custom/ out of stock order since we can’t tell exactly what an unturned piece of wood, acrylic, etc. will look like once it’s turned on the lathe.  However, we do have a 100% satisfaction guarantee, even on our custom-made items.

What is your shipping policy?

  • Domestic Shipping:

    • Shipping is FREE anywhere within the United States for any order of $25 or more.
    • We ordinarily ship in-stock items within 24 hours of receiving your order.  If there is an unforeseen delay, we will contact you.
    • Shipping is via the USPS.  Your package will typically arrive within 3-5 days.  Most items will ship either in a padded envelope or small flat rate box.  You will be provided with a tracking number.
    • Expedited shipping is available at cost.  Options will be made available to you at checkout.
  • International shipping:

    • We ship via the USPS.  As long as you live in one of the 180 plus countries served by the them, we will ship to you via your choice (at checkout) of Priority Mail Express International, Priority Mail International or First-Class Package International Service.  Your cost will be the standard post office rate (there is no markup by Pens and More by Mark).
    • Generally, shipment tracking is not available for international deliveries.
    • If you are in a country not served by the USPS, contact us to arrange for alternative shipping options.
    • We will complete customs forms for the actual items shipped.  Any customs fees, duties or like charges are the buyer’s (i.e., your) responsibility.

Will my purchase come with a gift box?

Currently, only our Pen Pencil Sets include a free gift box.  However, our boxes are very reasonably priced: we hope you treat yourself (or your gift recipient) to one.  Items ordered without a gift/display box will be shipped in a protective, black felt drawstring pouch.  We promise to add additional packaging to protect your purchase to ensure it arrives in the same great condition it was in when it left our facility.

Can I custom design my own pen, pencil, pen pencil set or seam ripper/ stiletto?

You sure can!  Click on the “Design Your Own Custom Made Products” link at the bottom of any screen for details, or click here: Design Your Own Custom Made Products.

What’s are your policies regarding order cancellation, refunds and returns?  Do you offer some type of satisfaction guarantee?

Buying online is tough. While we do our best to photograph and accurately describe the items we sell, it isn’t until our products are in your hands that you know whether or not they’re right for you. We want you to be happy with your purchase. If for whatever reason, you are not 100% satisfied, you may return your purchase to us for a full refund or exchange. If you think there might be something we can do to correct the situation, please reach out to us via the Contact Us link. If you still want to return or exchange an item, the procedures for doing so are shown below.

Returns and Exchanges

All returns must be postmarked within 21 days of the purchase date and must be in new condition. If you are returning a fountain (aka “ink” pen), please make sure any ink cartridge has been removed and the nib, feed, section and converter are free of ink. If you are making an exchange, be sure to tell us what item you want in exchange. If you exchange for a lower priced item, the difference in price will be refunded to you. If you exchange for a higher priced item, we will contact you to arrange for the additional payment.

Cancellation

Once an order is placed, it cannot be cancelled.  Most custom-made orders may still be returned, depending on the level of customization.  Contact us either by phone or email to discuss.

Return Process

To return an item, please email customer service at Mark@PensandMorebyMark.com to obtain a Return Merchandise Authorization (RMA) number. After receiving an RMA number, place the item securely in its original packaging (or a comparably padded envelope or box), include your proof of purchase, your email address and/or phone number and the RMA number provided and mail your return to:

Pens and More by Mark, Attn: Returns, RMA #, PO Box 998., Jacksonville, OR, 97530

We will reimburse your return shipping costs if you return your items using either the Padded Flat Rate Envelope or the Small Flat Rate Box Priority Mail products available from the USPS.  Please note that you will be responsible for all return shipping charges if you choose another shipping method. We strongly recommend that you use a trackable method to mail your return.  Unfortunately, we cannot reimburse shipping for returns originating outside the US.

Refunds

After receiving your return and inspecting the condition of your item, we will process your return or exchange. Please allow at least 5 days from the receipt of your item to process your return or exchange.  Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.

Questions

If you have any questions concerning our return policy, please contact us at (408) 710-0329, or by email, at mark@pensandmorebymark.com

How do you keep my credit card information and personal information safe?

We utilize hosted payment gateways to complete your purchase.   We do not have access to your credit card information.  The information you enter is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

The hosted payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.

PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.  Information you provide to us is encrypted using secure socket layer technology (SSL).

Do you have a privacy policy?

We sure do!  Click this link to view it: Privacy Policy

How can we contact you?

Easy!  Just use the Contact Us link on the bottom of any screen or click here: Contact Us