This section covers most of the frequently asked questions (FAQ) ranging from our return policy to freight charges (shipping).
If you cannot find your answer here, please feel free to contact us. We will be most pleased to answer any question you may have.
How secure is it to shop with PenGallery?
What are my payment options? What currency?
How do you charge for shipping to my country?
Where are your products shipped from?
How do you handle tariffs, taxes and duties?
What is your return policy?
All online orders placed with PenGallery.com goes through our secured on-line ordering system using industry standard Secured Socket Layer (SSL) 128-bit encryption technology.
All credit card and personally identifiable information submitted such as name and address for shipping purposes is encrypted.
At PenGallery.com we believe in choices. You can choose from a variety of payment options. We accept Visa, MasterCard and American Express. You can also choose to pay through wire transfer, check or money order if you do not wish to pay through the secure online system.
All prices shown on PenGallery.com are in US Dollars.
Please contact us for more information on payment by wire transfer, check or money order. Please note that orders paid by wire transfer, check or money order will only be processed once payment is cleared.
We ship our orders internationally through two providers; namely, Federal Express and DHL.
Please furnish detailed shipping address with postal code and recipient’s contact phone number. All deliveries must be made to a physical address. Please take note that we are unable to deliver to P.O. Box or mailbox addresses.
Our shipping charges are calculated according to the region in which the order is being shipped to:
|Asia, Asia Pacific (excluding Malaysia)||USD 11|
|United States of America, Canada||USD 15|
|Europe, Middle East, India, Latin America||USD 18|
|Japan, Korea||USD 20|
|Israel, Rest of the World||USD 30|
Please note that these rates may change. The actual rate will be displayed upon check-out through our shopping cart system.
All products purchased from PenGallery are shipped out from Malaysia.
All orders are shipped free of sales tax from PenGallery.com.
For all International orders, customers are responsible for all tariffs, taxes, customs and duties of the destination countries. These duties vary by country. For more information, please contact your local customs office.
You can return items within 10 days from receipt of item in original packaging and condition. We accept returns for :
|Defects in Manufacture||For defects in materials and / or workmanship, you can return the item within 10 days from receipt of item for a replacement or full refund. Shipping charges on this return will be borne by PenGallery.com.|
|Damage in Shipping||For items damaged during shipment, please contact us within 10 days from receipt of item with details on damaged items. You will then be required to hold the item for a maximum of 14 days to facilitate inspection by the carrier. We will process the return upon completion of report by carrier. Shipping charges on this return will be borne by PenGallery.com.|
|Other Reasons||If you are entirely unsatisfied with the item for any reason, you can return the item within 10 days from receipt of item in original packaging and condition for a replacement or full refund.|
|Return policy for fountain pens||If you are uncertain if you want to keep the product, you may try the nib by dipping it in a bottle of ink. Please note that fountain pens that have been filled with ink are not returnable. Please note that in this return you will be responsible for the shipping charges.|
All prices are in USD.