FAQs (Frequently Asked Questions)

How can I get in contact with you? 

Please go to our "Contact Us" page to fill out the form so we can best assist you. You may also call or text us at (702) 900-PENS (7367). We will contact you within 24 hours.

What methods of payment do you accept?

We accept all major credit cards (Visa, MasterCard, American Express, Discover, JCB, Diners Club), Google Pay, Apple Pay, Shop Pay, and PayPal. If you're local we can also take cash payments, money order, Zelle, CashApp, Venmo, or Square. Sorry, we do not take personal checks. 

Do you offer a payment plan?

Yes, you can choose Afterpay at checkout.

Which shipping carrier do you use? 

For shipments within the USA, USPS and UPS. You have the option to choose your preferred carrier and shipment method at checkout. 

How long will it take to receive my item? 

Your package will be sent out within 2-3 business days when your payment clears. However, shipping time varies by carrier and whichever shipping method you chose. You will receive a tracking number in a separate email that will allow you to view the status of your package. 

Here are the links for each carrier so you can enter your tracking information:

https://www.ups.com/track?loc=en_US&requester=ST/

https://tools.usps.com/go/TrackConfirmAction_input

Do you ship internationally?

Yes, we send out shipments through USPS and UPS. Shipping costs vary depending on your location and will be calculated at checkout. 

I did not receive my package. What should I do?

Once the package leaves our possession, we are not liable for anything that is lost in transit, damaged, or returned to sender. However, we will do everything possible to help you locate your package. If for some reason it is not located, we can direct you to filing a claim with the carrier. A replacement can be offered in certain circumstances with proof of loss or return to sender, but no refunds will be issued which include shipping and any applicable fees. 

What is your return policy and how can I return/exchange an item?

All the details are on our Return Policy page here.

Can you make pens or promo items with my company logo on them?

We do not supply or customize promotional items, but we will do our best to point you in the right direction to find what you need for your business. We do plan on setting up a corporate gifts program in the future for fine pens, engraving, and gift products for your company or organization.

Do you have a storefront in Las Vegas?

Yes, we are excited about our Pop Up Shop at Bottega Exchange! The address is 6675 S. Tenaya Way, Ste. 200, Las Vegas, NV 89113. It is located between Sunset Rd. and Rafael Rivera Way off I-215. We are open Monday-Friday from 9:00 a.m.-5:00 p.m. (excluding holidays). I will be there in person most Thursdays during business hours to assist you with your pen, paper, and gift needs.

I'm a local or visiting Las Vegas and don't want to pay a shipping fee. Do you offer local pickup/delivery?

We would be glad to set up a pickup time at either Bottega Exchange or a location of your choice so that we can deliver your order. Once you place your order, choose "Local Pickup" or "Local Delivery" at checkout, enter additional instructions, and once your payment goes through, we will send you an email to set up an appointment to meet you at the designated time and place that's most convenient for you. We would deliver your order at a public location such as your place of business, your hotel's bell desk, or residential porch delivery. Local pickup/delivery is always free of charge. We can even do contactless delivery if you prefer for your safety. Please indicate if you would like that option in the notes at checkout.

I'm looking for a specific item that's not on your site. Can you special order it for me?

We receive many requests from customers looking for a particular item that is not on our website. We welcome such requests and will do our very best to locate what you are looking for at the most competitive price. We cannot make any guarantee that we will be able to fulfill your request, but if we can, we will place a special order for you. If we cannot locate it after exhausting every possible option, we will point you in the right direction to where you can purchase it.

Can you place a last minute order?

If we have what you're looking for in stock, we can express ship or overnight an order if you live out of state. If you are local or visiting, you can order online and pick it up at our Pop Up Shop during business hours, or we can deliver it to you at no charge. If we do not have it in stock, ideally we would need at least 7-14 business days lead time so we have enough time to research and find what you need. If the request is made in less time than that, we cannot make any guarantees that we can deliver your item on time. We can refer you to other sources that may be able to assist you.

Can you make pens or promo items with my company logo on them?

We do not supply or customize promotional items, but we will do our best to point you in the right direction to find what you need for your business. We do plan on setting up a corporate gifts program in the future for fine pens, engraving, and gift products for your company or organization.

Do you repair pens?

We would be happy to send in your pen for servicing to the manufacturer or a specialist we can recommend for you. 

Can I have my pen engraved?

Sure! If your pen is one that can be engraved, we can send it to a local engraver or to the manufacturer. Please feel free to contact us for a quote. 

How can I be a vendor on your site?

Please fill out the form on the "For Vendors" page so we can connect with you.