Categories

Site Information

loader image Loading... Please wait...

Frequently Asked Questions

Click on a topic below, or scroll down to see every FAQ. If you would like to contact us directly, please send us a message through our website, email us at support@ipenstore.com, or call us at 888-747-7367.

 

SHIPPING:

How much will the shipping cost for my order?

For orders under $50 and shipped to the US, shipping is a flat $2.95 per order. Orders over $50 shipping to any US address ship for free.

When will my item ship?

We ship out all orders within 1 business day of cleared payment; some orders will ship out the same day. Our warehouse is closed on the weekends, so orders placed on Friday, Saturday, and Sunday ship out Monday morning.

How long will it take to get my item?

Standard shipping is by USPS First Class Mail, which usually takes 2-6 business days from date shipped. We offer the option to upgrade to USPS Priority Mail (2-3 business days to arrive), or USPS Express shipping (1-2 business days to arrive). USPS First Class and Priority mail delivery time is not guaranteed by the post office and may be delayed during peak times. UPS Ground shipments take 1-5 business days to arrive.

How can I find when my item was shipped and the tracking number?

First, log in to your account by clicking on the "Sign in" link located on the top menu/upper part of the page. Then click "View order status". You should then be able to check the status of your orders.

The tracking shows as delivered but I never received my order.

Contact your local Post Office or local mail carrier as soon as possible. They may have it waiting for you at the local office for pickup. Also, sometimes your local carrier will place packages in a different location than your other regular mail if it will not fit in your mail box. They can usually let you know if you contact them quickly. If your local office can not help, please let us know as soon as possible. We can sometimes work with our local office to track items down.

 

INTERNATIONAL SHIPPING:

I do not live in the United States. How long will it take to receive my order?

We ship out most international orders by USPS First Class Mail International. First Class International to Canada usually takes 8-10 business days to arrive. First Class International Mail to all other countries usually takes anywhere from 2-4 weeks to arrive. However, it may vary depending on the country and delays in customs offices. If your order has not arrived after 5 weeks, please contact us. An item shipped by DHL Express Mail International Service, or USPS Express Mail usually takes 3-5 business days to arrive. 

Will I have to pay customs fees, duties or import taxes?

You are responsible for any fees or taxes associated with customs, duties or taxes in your country. We can not modify the customs form, or declare any shipment as a gift.  

How do I check the status or track the shipment of my international order?

First, log in to your account by clicking on the "Sign in" link located on the top menu/upper part of the page. Then click "View order status". You should then be able to check the status of your orders. Please note: international tracking is only available with DHL Express Service or USPS Express Mail. The US Post Office does not provide detailed tracking on most USPS First Class International Mail shipments. Tracking on USPS First Class Mail International is typically not updated until after the item has been delivered.

 

ACCOUNT INFORMATION:

How do I access my account?

Click on the "Sign in" link located on the top menu/upper part of the page.

How do I change my account password?

First, log in to your account by clicking on the "Sign in" link located on the top menu/upper part of the page. Then click "Account details". You should then be able to update your account information.

I forgot my password.  How can I reset it?

Click on the "Sign in" link located on the top menu/upper part of the page. Then click on the "forgot your password?" link below the box for your sign in credentials.

 

PAYMENT:

What forms of payment to you accept?

We accept major credit cards: Visa, Master Card, Discover, and American Express. We also accept PayPal. Unfortunately, we are unable to accept cash or personal checks for orders placed through our website. If you wish to pay by money order, please contact us.

 

RETURNS:

What is the return policy?

We stand behind every product we sell. Purchase with confidence knowing that if an item is defective or not as described, we offer a replacement or Money Back Guarantee as long as it is within 14 days of receiving the item. Refunds will be made once we receive the item back from you in new, unused condition. Returned items can be sent to:

IPENSTORE
Attn: Returns
3238 Broad St.
Ste 101
Dexter, MI 48130

Along with the item, please include a note with your name, or a copy of the invoice so we are sure to refund the correct account.

How do I create a return request for my order?

First, log in to your account by clicking on the "Sign in" link located on the top menu/upper part of the page. Then, click on "completed orders". You will see all the orders you have placed. Click on an order number to show all the items for that specific order. You can then click "return items" beside each item you would like to return to submit a return request.

Can I exchange an item?

Yes, if the item is still in new, unused condition we are happy to work out an exchange. Please contact us before sending an item back to us for an exchange so we can make sure we have the replacement item in stock. Please send us a message through our website, email us at support@ipenstore.com, or call us at 888-747-7367.

 

OTHER:

The item I purchased is not as described or is malfunctioning or defective.

Please contact us as soon as possible and we will be happy to quickly resolve any issues. Please send us a message through our website, email us at support@ipenstore.com, or call us at 888-747-7367.

How soon will you respond to a message?

Our offices are open Monday-Friday, from 9am-4:30pm Eastern. All email and phone messages will be returned or responded to within 1 business day. Most will be answered the same day. Messages received on Saturday and Sunday will be returned as soon as possible Monday.

Can I pick up my item locally?

Yes, we are always happy to see our customers face-to-face. We are located in Dexter, MI so if you are going to be in the area, let us know! Our warehouse hours can vary, so walk-ins are welcome by appointment only. If you would like to stop by, or pick up an item locally please contact us so we can set up a time that works best. Please send us a message through our website, email us at support@ipenstore.com, or call us at 888-747-7367 and we will be happy to schedule an appointment.