Exchange and Returns Policy

Here at PacificPenWorks, we want you to be completely happy with any item you receive from us! Our exchange and returns policy has a few simple guidelines outlined below:

Free Nib Tuning At Time Of Purchase Only

Any pen with a solid gold nib, or any solid gold nib unit sold separately qualifies for our complimentary nib tuning services at the time of purchase. You can choose to waive this free service if you like. However, if you later decide to return the same pen or nib unit to us for tuning services, it will be as a paid service at our usual rates.

Complimentary Nib Swaps Within 30 Days

Our guided ordering process, online guides, and pre-sales customer service will usually land you with the best nib for your needs the first time around. But there can be cases where you discover that a different nib would be a better choice.

If you find that the nib you’ve chosen for your fountain pen just isn’t the right fit for you, you’re welcome to send the pen back to us for a complimentary swap to a different tipping size. You must contact us first for an authorization code.

In keeping with our agreements with distributors and manufacturers, this service is only available for pens purchased directly from us within the previous 30 days. Pens and nib purchased from any other retailer do not qualify for this service.

Pens and Nib Units

If it is the entire pen or a stand alone nib unit that you would like to exchange, we have a simple policy:

Any pen or nib unit you purchase from us can be exchanged for full store credit during the first 30 days after you receive it from us. You must contact us to receive an authorization code before returning your pen or nib to us.

We encourage you to write extensively with any pen or nib before making your decision. If you do decide to send it back to us, it must be undamaged and returned with its original packaging. Any complimentary accessories included with a pen, such as converters and ink cartridges, must also be returned.

If you would prefer a cash refund instead of store credit, we do retain a 20% restocking fee.

Occasionally, some pens and nibs that are limited editions, on sale, or close-outs may be offered on a no-return basis. This will always be clearly indicated in the product description.

Nib customization costs are never refundable for either store credit or cash. If you’re experiencing challenges with a nib customization you received from us, contact us at info@pacificpenworks.com and we’ll do our best to explore available options for you.

Fountain Pen Ink

To protect all our customers, fountain pen ink purchases are not refundable or returnable. Changes in temperature and even air pressure can affect the stability and viscosity of some fountain pen inks, making returns of even unopened bottles and cartridge boxes inadvisable.

If your fountain pen ink hasn’t met your expectations, contact us before your next purchase and we’ll be happy to help you find a new ink that should meet your needs.

Accessories and Books

Accessories and books can also be returned for a full store credit during the first 30 days after they are received from us. All items must be undamaged and in new condition.

As with pens and nibs, if you would prefer a cash refund by check or your credit card account rather than a store credit, we are obliged to retain a 20% restocking fee.

International Customers Are Responsible For Any Customs Fees Or Taxes

We ship internationally using USPS, UPS, and DHL, but we have no control over any customs fees or taxes you may be charged by your own country. All customs fees and taxes are the customer’s responsibility.

Any order returned to us because the customer has not paid customs fees or taxes will be subject to a twenty percent restocking fee as well as the cost of shipping.

Shipping Returns

After you receive our return authorization code, please ship items to us fully insured and signature required. We are not responsible for packages that are lost or damaged while in transit to us.

We normally recommend UPS for service in our area, but we can also receive packages sent via USPS, FedEx, DHL, and other carriers.