Frequently Asked Questions

 

Q. Which payment methods do you accept?
A. We accept Visa, MasterCard and Bankcard credit cards. You may also pay by direct bank deposit.

 

Q. Is my purchase covered by a warranty/guarantee?
A. Absolutely, every product we offer is covered by Pens.com.au guarantee; all merchandise sold by Pens.com.au is unconditionally guaranteed to be free from defects of material and workmanship. Any merchandise found to be defective will be replaced by Pens.com.au

 

Q. How do I browse the range and place an order?
A. To browse our range, please select one of the pen categories listed down the left hand side of the page you can then narrow this further by choosing a particular pen from that section. Once you have found the pens you would like, press the add to shopping cart button and you will be taken to your order form. From here, you may continue shopping or proceed to the checkout and we will organize to have your selection delivered to you.

 

Q. What if I cannot find what I am looking for?
A. If at any time you are unable to find exactly what you are looking for please contact us and we will do our very best to locate any item for you.

 

Q. What happens if my order is damaged or lost during shipping?
A. All deliveries are fully insured against any breakage or loss that occurs during shipping. In this event, please contact us at your soonest possible convenience so that we may organize a replacement product.

 

Q. What if the items I order are not in stock?
A. We will advise you within 48 hours of you placing the order if we do not have the stock available. We will offer you a substitute or advise you when the stock will be available.

 

Q.How are your products delivered?
A. Your parcel will be delivered by Australia Post’s e-parcel service during normal business hours. Upon delivery the goods must be signed for, if there is no one at the location at the time of delivery the parcel will be taken to your local post office for you to collect and a card will be left advising you of this.

 

Q.How safe is it to shop online?
A. Shopping online with Pens.com.au is as safe as shopping in an actual store. This site uses 128 bit encryption Secure Socket Layer (SSL) technology, the latest industry standard encryption, to protect your details online during the checkout process. This can be validated by the small padlock icon that will display in either your address bar (for Interent Explorer 7.0 and Firefox Users)  or in the bottom right corner of the page for earlier version of Interent Explorer. Pens.com.au uses Eway's third party credit card gateway system to seemlessly process credit card payments. Pens.com.au does not store your credit card number or details, even against your order. We use a third party credit card gateway provided by Eway. More details about Eway and how they look after your data can be found at www.eway.com.au.

 

Q.What is your privacy and security policy?
A. In order to fulfill an order you may place via our website, it is necessary for us to collect certain information from you. The type of customer information we ask for includes name and address for billing and delivery purposes, day phone number, email address, and product preferences. Pens.com.au takes seriously the issue of our customer's privacy, and has taken the appropriate measures, see previous Q & , to ensure with confidence that any information given to us by our customers is protected. We recognize the sensitivity of your personal information and will never share your details with any other organisation.

 

Q. How do I get Trade and Wholesale information or Large Volume Order Pricing?
A. Please email us your request at info@pens.com.au

 

Q. What are the differences between the different inks used in pens?
A. Advanced Oil Based Ink - Soft and fluid ink providing speed, comfort and smooth writing Gel Ink – It provides the user with smooth, effortless writing with vivid ink colours, no skipping or blobbing Liquid Ink - Provides fluidity, density and brilliance in writing. Air Tight and Through Mechanism (ATT system) the ink is regulated to the last drop ensuring the amount of ink flowing to the pen always remains constant Pigment Ink – Is water and light resistant, dries quickly and lasts a very long time.

 

Q. What are the different technologies used in the different pens?
A. Tungsten Carbide Ball – Some ballpoint pens have stainless steel tips that house the tungsten carbide ball. The ball keeps its round shape ensuring the line remains precise and regular, without blotches or leaks. ATT System – Air tight and through system. This system keeps the pen tip air tight and through by an ingeniously adjusted spring and pen tip holder. This ensures no dryness of the pen point, ink blotching or ink leakage leading to instant writing starts every time. Ink Regulator – Any excess ink flow from the ink reservoir while writing is stored temporarily in special pen core by capillary action. This ensures stable and constant writing supply to the last drop. Mechanical Pencils - Full sliding retractable sleeve – The sleeve of the pencil fully retracts within the body of the mechanical pencil for safety and is convenient for carrying in your shirt pocket. Felt Tips - Metal supported fine tip – plastic points reinforced by metal sleeves to ensure greater durability and longer life. This ensures an accurate stroke throughout the life of the marker.

 

Q. How do I remove permanent marker stains from the wall and timber door?
A. Although we cannot guarantee or be responsible for any stain removal especially in removing it completely we suggest the following: Generally it is better to use Ethanol (Ethyl Alcohol) which is a solvent to dissolve oil based ink. Thinner or Benzene can also be used for removal of stains, but they are stronger than ethanol and they may damage material. In the first instance use a cloth soaked in Ethanol first and wipe up the ink stain carefully. If this is unsuccessful then try thinner or Benzene. If using Permaball that writes on paper, plastic, glass, ceramic and metal the permanent type of ink used can be erased with a damp cloth or tissues within a few hours of writing.

 

Q. How do I remove gel ink from clothing?
A. Gel ink might be difficult to remove completely. We recommend the following: Dissolve some hand soap in water and slowly tap the stained clothing with it. Rinse under running water and repeat if necessary

 

Q. What is the turnaround time for delivery?
A. Our normal delivery time is 7-14 Days.

Q. Do you deliver to P.O. Boxes?
A. No, we cannot deliver your parcel to a P.O. Box address as we use a courier company which requires a signature at the time of delivery.

 

A. Yes, of course, but there is an extra shipping and handling charge as all our orders are produced individually in one design at a time.

Q. Can I have half my order with blue and half with black ink?
A. All our pens are supplied with black ink, there is an extra shipping and handling charge for other ink colours.

 

Q. Can I have an order with different names on each pen?
A. No, unfortunately all the products for one order - including the free - must have the same text printed on them. Minimum quantities apply to each product ordered.

 

Q. Can I have an order with two different texts? Half the order with one text and the other half with another name?
A. The minimum order is of 250 products with the same text printed on them.

 

Q. Can I have my own design applied to an order of pens?
A. Yes, we can fully customize pens to your own specifications including matching barrels to your PMS colours. The minimum quantity of customized pens is 5000 units. Please check pens in our website and send us your query to give you a free estimate of the cost.

Q. Can I use this offer for a private event? Birthday? Anniversary? School reunion?
A. Yes of course. You can write your special message on any product. We also have pens with special designs for different occasions.

Q.Will I receive a proof of the text or logo before my order is processed?
A. Yes, We try to call all our customers to confirm all the details.

 

A. You check by entering an order in our website and before you are ready to submit it, you will be given the exact total price. You can proceed then. Otherwise you can calculate the total price by adding the total price of the products to the Shipping and Handling charges plus GST.

 

A. Yes, we always run special promotions on different products.

 

Q. I want to ask a question that is not on FAQ’s page, what do I do?
A. Please email us your request to info@pens.com.au