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Frequently Asked Questions - PenBoutique.com

Our Price Guarantee
It is our policy not to be undersold by any authorized dealer on regularly priced products or advertised specials. If you have any questions, please contact our sales department and ask for the Sales Manager or email us. Most of the time we do match the price if it is by authorized dealer and is a genuine new product with full warranty. Sadly there are some dealers who mix new with old (off shelf bought) to reduce the price. We do not price match with them and we will acknowledge the reason to you. We assure you that our prices are very competitive. More questions? Use the contact us link below with subject 'Price Match'.

Order by Fax
Ordering by fax is accepted by us. We try every way to help customer and we know that sometimes, some customers prefer to order clearly by fax. You can use the below form to download and then order by fax at 1(410) 992 3274 ,
Fax Order Form (PDF)

Order by Mail

If you would like to order by postal mail, you are very welcome. Please do not send credit card information though. You can however include the check payable to 'Pen Boutique Limited'. Use the same Fax Order Form (PDF) and check the pay by check box and write the check number.

Payment Methods

We accept the following methods of payment.

• Visa
• Mastercard
• American Express
• Discover
• Personal Check/Money Order/ Corporate Checks
For Personal check, we do not accept orders online. Instead, it is suggested that you download and print the form and send it by Post with the check Payable to 'Pen Boutique Limited' addressed to

Pen Boutique Ltd
Attn: Online Sales
5070 Executive Park Dr.
Ellicott City,MD 21043
USA

We are very serious of your privacy information, hence only the concerned person will enter your sales into the computer and then filed in a secured locker immediately, after the bank check is approved.

Shipping and Handling Fee

We try to give the best shipping fee as possible. But due to recent gas prices and higher rates from our courier service , we did have to increase the price recently. We ship out with the best possible option either by UPS, FEDEX or USPS Priority Mail ( not ordinary first class mail due to tracking issues).

We do ship internationally by both United Sates Postal Service. Most of the time USPS charges are nominal and has no agent fee. International shipments may incur additional duties/taxes for product delivery. Please check with your customs office for more details. First time International Order customer is fully checked against various agencies for authenticity. We employ Maxmind fraud screening and also Authorize.net Fraud Preventer.

Shipping & Handling Rates:
US  Ground - Continent US Only (Normal Rate)
Up to $50................... $5.99
$50 - $75 .................. $6.99
$75 - $100................. $7.99
$100-$200..................$9.50
$200 -$500.................$12.50
$500 +........................$15.00
For Hawaii & Alaska. (Only FedEx Express,2nd day and Priority Overnight ) *Now Cheaper USPS rates!
USPS Priority Mail : $9.50 only.(3-5 days delivery)
FedEx Express………Add $4 to Ground Charges ( 3-4 days delivery)
FedEx 2nd Day ………Add $6 to Ground Charges
FedEx Standard Overnight ………Add $34.50 to Ground Charges(By 3PM next afternoon, Min $26.50)
FedEx Priority Overnight ………Add $40 to Ground Charges(By 10:30AM next morning, in $29.50)

International Shipping:
USPS Global Priority Mail - $25.00 ( For orders up to $100)
USPS Global Express Mail - $39.50

USPS Canada  - $19.50


Shipping to PO boxes, APO and FPO address:

Yes, we now use USPS to send to PO/APO/FPO address. You can order it online or call us at 1(800) 263 A-PEN to order.

 

Return Policy

We are thinkers of 100% satisfaction. However, with past experiences in mind our return policy day is 15 days from the date of ordering. Please enclose a copy of your invoice and include all original packaging and literature. We will gladly give you a credit, exchange or refund, less shipping charges (if the item was shipped with "free shipping" you will be charged the respective  shipping fee). If you receive a defective item, we will reimburse your return shipping charge of US Ground. Please call us to make the US  Return label. Return your product to:

Pen Boutique Limited
Attn: Returns Department
5070 Executive Park Dr.
Ellicott City ,MD 21043

We cannot accept returns on

• Special Orders
• Engraved Items
• Corporate Orders
• Limited Editions where a factory seal on the packaging has been broken by customer
• Where the product was new and undamaged and the damage was caused by the customer.

Gift Wrapping ($2.95 with purchase.)

We are one of the few in the business who gift wrap in a beautiful traditional way with a matching bow. Best of all it is the cheapest you can get. Just check mark the Gift wrapping while checking out.

Repairs:

Perhaps the single most inquiry we get everyday is 'Do you repair pens in house?'. We *do not *repair pens in house. In fact, it is one of the most delicate thing you can do. Hence, we use the manufacturer to do the repair. It serves two things: One manufacturer's genuine parts are used and second, if the product is within warranty period, it keeps the warranty intact. Keeping this view of utmost customer service, please send us your pen neatly padded and packaged to us with a contact number to reach you. We ship it out from our company to the manufacturer and do insure the package. There will be $15 shipping fee(includes to and fro). For fountain pen, the repair charge can be even more, hence we send a request to manufacturer to give us the estimate before proceeding. We then call you to get your approval before the manufacturer proceeds to repair. Please send your pen with a note of damage to:

Pen Boutique Limited
Attn: Repair Coordinator
5070 Executive Park Dr.
Ellicott City, MD 21043
Phone: (800) 263  A-PEN and option 2 for customer service.

Note:
1) You can also send the pen by yourself to repair to the manufacturer office in US.
2) It takes around anywhere from 3 to 4 weeks to repair the pen from manufacturer. Limited Editions, take much more time since it has to go the respective countries. So, if you are seriously in love with your pen, then it is better to find an alternative in the mean time.

Catalogs:

Do you want our catalog? Then send us a email request with 'Subject Matter: Catalog Request ' using the below contact us link. We publish our catalog only two times a year and we send out new products postcards and special sales. We assure you that we hate junk mails as much as you do.

International Orders:
We do ship internationally and we give importance to international customers equally as the domestic customers. If the product can be ordered online please proceed to checkout and choose your country in the drop down list and complete the checkout. The shipping should be shown automatically. If the product cannot be ordered online, then you have to use the fax order form. There is also a new Fax Order Form which can be filled in MSWORD and emailed to us. Please note that we do only FOB shipping. What this means is that the recipient is responsible for all additional brokerage fees, customs fees, duties and/or other fees that may apply. There are some countries we do not ship. It is mainly because of the heavy risk of fraud . For first time orders, we do a full investigation with the bank if it is a rightful transaction. After the first time, repeat orders are shipped immediately. We ship both by USPS and FedEx and give you top notch customer service with a personal touch.

Customer Service:
Still have questions? We are here to serve you. We are known for our Pre and Post sales help. That is the major difference you are going to find with us. We take care of you equally even after we have made sales. Hence, any questions unanswered are welcome. Please give us a call or email us using the 'CONTACT US’  link.

Call us at 1(800)263-A-PEN or 1(240) 744-0012 (<-for international use this)
Fax us at 1(410) 992-3274

Business Hours:

10am – 6pm Eastern time, Monday-Friday.
10am – 3 pm Eastern Time, Saturday only.
Sunday is a holiday