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FAQ

I have a gift card but am unable to redeem it during checkout. 

Please email us at info@cwpencils.com with your name and the gift card code you're trying to use and we'll get you all sorted out. Your gift card credit is still valid, don't worry! 

How do I add or remove items from my order?
 
Unfortunately we cannot amend orders once we've received them or combine multiple orders into a single shipment. However if you'd like you may contact us at info@cwpencils.com within 12 hours of placing any order to cancel it. 
 
I placed my order for local pickup. When can I get it?
 
We typically process local pickup orders within 24 to 48 hours of receipt. Please wait for an email telling you your order is ready before coming to the shop. 
  
I selected shipping for my order. When will it arrive?
 
The clock on delivery date estimates begins once we've handed your package off to your selected carrier and not from the time you place your order. We generally process orders within one to three business days (Monday through Friday), and your shipping confirmation email will include a tracking number for your reference. 
  

Especially during the Covid-19 pandemic and at busy holiday times, delivery estimates provided by our carriers are not always accurate. They are:

USPS First Class - uninsured, estimated 3 to 7 business days.

USPS Priority - insured up to $50, estimated 1 to 3 business days.

UPS Ground - insured up to $100, guaranteed 1 to 5 business days.

UPS 2 Day Air - insured up to $100, guaranteed in 2 days (from the day it is picked up from our shop). 

DHL - 2 to 3 business days for neighboring countries, up to 20 days for countries that are further  

My USPS tracking says my order arrived but it's not here.

Don't panic! During the Covid-19 pandemic and because of operational decisions made by the USPS Postmaster General, it's become common for mail carriers to mark packages as delivered but not actually drop them off for a few more days. Sit tight, packages almost always show up. If you're very worried, call your local USPS office and they'll be able to share more updates about the whereabouts of your package. If USPS determines your package is lost, please reach out to us at info@cwpencils.com. 

My package was returned to your store. What do I do?

If your package is returned to our shop because it was not claimed or because of an insufficient or incorrect address you provided and you'd like us to re-attempt shipment, we will invoice you the shipping costs plus a $5 correction fee before re-shipping. Be careful with the autofill feature when you're checking out to make sure your shipping address is correct.

How do I make a return?

We're sorry you're unhappy with your purchase. Items which are unopened, unused, and in their original packaging, with tags and seals intact, may be returned within 30 days of purchase. Pens may only be returned if ink has not been run through the pen, and any included tip protectors are still affixed. Customers are responsible for the shipping costs of returning their items to our store. Please email us at info@cwpencils.com with your return request. 

Please be advised that it may take up to 10 business days for online orders to ship.