FAQ
My order arrived but it contained the wrong items! What should I do?
We often use manufacturer pen boxes as an eco-friendly way to protect items during shipping. If the item(s) you receive appears to be a box of pens or ink refills unrelated to what you purchased, please open the box. It is very likely your purchases will be tucked safely inside. If not, please let us know!
We often use manufacturer pen boxes as an eco-friendly way to protect items during shipping. If the item(s) you receive appears to be a box of pens or ink refills unrelated to what you purchased, please open the box. It is very likely your purchases will be tucked safely inside. If not, please let us know!
When will you restock my favorite product?
This video shows how to sign up to be notified when an out of stock product becomes available again:
This video shows how to sign up to be notified when an out of stock product becomes available again:
I don't see my country on your Shipping and Returns page, how can I order from you?
If we don’t currently offer shipping to your country, you can use a package forwarding service to receive your package. A package forwarding service will provide you with a United States address to accept packages, and will send your package to you in your country.
If we don’t currently offer shipping to your country, you can use a package forwarding service to receive your package. A package forwarding service will provide you with a United States address to accept packages, and will send your package to you in your country.
I don't have my Order Confirmation or Shipping Confirmation email, help!
If you haven't received your confirmation email or tracking information, please check your junk mail folder. Automated emails like Shipping Confirmation emails with tracking information are more likely to be misidentified as spam or junk mail.
If you haven't received your confirmation email or tracking information, please check your junk mail folder. Automated emails like Shipping Confirmation emails with tracking information are more likely to be misidentified as spam or junk mail.
My tracking information shows that my package has been delivered, but I can't find it!
Within 36 hours of expected delivery:
Verify the shipping address
Look for a notice of attempted delivery
Look around the delivery location for your package (porch, garage, mailbox, building office, etc.)
See if someone else accepted the delivery (family, roommate, neighbor, etc.)
Wait 36 hours - in rare cases packages may say delivered a day or two prior to arrival
After 36 hours of expected delivery:
Let us know you have not received your package
Leave a note for your mail carrier and/or contact USPS at 800-275-8777
Within 36 hours of expected delivery:
Verify the shipping address
Look for a notice of attempted delivery
Look around the delivery location for your package (porch, garage, mailbox, building office, etc.)
See if someone else accepted the delivery (family, roommate, neighbor, etc.)
Wait 36 hours - in rare cases packages may say delivered a day or two prior to arrival
After 36 hours of expected delivery:
Let us know you have not received your package
Leave a note for your mail carrier and/or contact USPS at 800-275-8777
I am Canadian, and UPS says I owe additional fees on my package. Why?
UPS charges several fees in addition to collecting duties, including a Brokerage Fee to move your package through customs. Many of these fees can be avoided with some additional work on your part. A web search of “UPS Canada brokerage fees” should provide instructions on how to self-clear your package and avoid some of the additional UPS charges. Many of our Canadian customers prefer to have their packages delivered via USPS unless they have a good reason to use UPS.
UPS charges several fees in addition to collecting duties, including a Brokerage Fee to move your package through customs. Many of these fees can be avoided with some additional work on your part. A web search of “UPS Canada brokerage fees” should provide instructions on how to self-clear your package and avoid some of the additional UPS charges. Many of our Canadian customers prefer to have their packages delivered via USPS unless they have a good reason to use UPS.
I paid with a PayPal eCheck and my order hasn't shipped yet, why not?
Our store software has no control over whether payment is fulfilled with an Instant Transfer or an eCheck. If your PayPal account has sufficient cleared funds to cover the transfer, or if you have attached a credit card or Visa/Master Card branded debit card to your PayPal account, your payment will be delivered instantly. Here is some more information on eChecks.
We are not allowed by PayPal to ship products before an eCheck is cleared.
Our store software has no control over whether payment is fulfilled with an Instant Transfer or an eCheck. If your PayPal account has sufficient cleared funds to cover the transfer, or if you have attached a credit card or Visa/Master Card branded debit card to your PayPal account, your payment will be delivered instantly. Here is some more information on eChecks.
We are not allowed by PayPal to ship products before an eCheck is cleared.
Can I receive a discounted price if I make a bulk order?
Customers are eligible for a 10% discount on bulk orders that meet the following criteria:
Customers are eligible for a 10% discount on bulk orders that meet the following criteria:
- An order of $250 or more of a single item.
- Products are pre-ordered, i.e. payment is made at the time of order.
- Expected delivery time is approximately 8-12 weeks, depending on size.
- Orders may not qualify for free/flat rate shipping, depending on size.
- Some restrictions apply.
Can I buy Traveler's Company Traveler's Notebook products from you and resell them?
When we started carrying the Traveler's Company Traveler's Notebook line, we agreed not to sell to resellers. If we detect that an order is intended for resale we will cancel it. Thanks for your cooperation with this!
When we started carrying the Traveler's Company Traveler's Notebook line, we agreed not to sell to resellers. If we detect that an order is intended for resale we will cancel it. Thanks for your cooperation with this!
I have a very special pen that has run out of ink, will one of your refills fit?
Unfortunately it is very difficult to determine if a refill will work in a particular pen just based on measurements. For example, some refills have subtle nodes on them or other features that enable them to pair precisely with a pen. As a result, we are unable to pair up refills at a distance. Your best bet is to try refills in person. We wish you the best of luck in finding a good match for your pen.
Unfortunately it is very difficult to determine if a refill will work in a particular pen just based on measurements. For example, some refills have subtle nodes on them or other features that enable them to pair precisely with a pen. As a result, we are unable to pair up refills at a distance. Your best bet is to try refills in person. We wish you the best of luck in finding a good match for your pen.
I live in Germany, but my package wasn't delivered
The package will not be delivered to the addressee if the contents are above a certain value.
The addressee will receive a note from the Postal Service on how and where he can pick up the package. When he collects the package, the addressee must pay the customs duties (ad valorem - amount depends on the items) plus an Import Turnover Tax (19% of the value of the items) and, for some goods, certain excise duties. Tokyo Pen Shop cannot be responsible for packages not collected from customs.
The package will not be delivered to the addressee if the contents are above a certain value.
The addressee will receive a note from the Postal Service on how and where he can pick up the package. When he collects the package, the addressee must pay the customs duties (ad valorem - amount depends on the items) plus an Import Turnover Tax (19% of the value of the items) and, for some goods, certain excise duties. Tokyo Pen Shop cannot be responsible for packages not collected from customs.
Can I put refills from one custom multi system into the barrel from another custom multi system?
Officially the answer is "no." The cutsom multi systems are designed to be compatible within their system, not amongst each other.
If you choose to experiment on your own with swapping between custom multi systems, you may find our custom multi matrix useful:
https://tokyopenshop.com/pages/custom-multi-matrix
Officially the answer is "no." The cutsom multi systems are designed to be compatible within their system, not amongst each other.
If you choose to experiment on your own with swapping between custom multi systems, you may find our custom multi matrix useful:
https://tokyopenshop.com/pages/custom-multi-matrix