General Questions | Help Center

When will you restock?

We restock our pens based on what you, our fabulous customers, want most! Let us know which pens you'd love to see back in stock by voting here: https://www.pengems.com/collections/vote-to-restock All restocked items will be announced in our newsletter, so you'll be the first to know. Sign up here: https://www.pengems.com/pages/subscribe-to-our-newsletter Just a heads-up: Our limited edition pens are extra special and won’t be restocked once they sell out.

Last updated on Apr 30, 2026

I'm not getting the newsletter.

Missing our sparkle? Sign up for our newsletter here: https://www.pengems.com/pages/subscribe-to-our-newsletter If you get an error, you're already on the list, please check your spam or clutter folders.

Last updated on Apr 30, 2026

How do I open and close my pen?

To open your PenGem, hold the barrel tight and twist the tip clockwise. Twist counterclockwise to close. Easy peasy, like a penguin twirl! 🐧✨

Last updated on Apr 30, 2026

Can I get a different style of ink cartridge for my free refill?

You'll automatically get a black PenGems refill with each pen. Want something different? No problem! Just leave us a note when you checkout and choose from our fabulous refills: - PENGEMS 0.7mm ballpoint - PENGEMS 1.0mm ballpoint We can't exchange the free refill for other brands, but you can always purchase them separately.

Last updated on Apr 30, 2026

Can I change my order?

Absolutely! If your order hasn't shipped yet, you can change it. Please let us know what changes you'd like to make as soon as possible, as we try to ship within one business day.

Last updated on Apr 30, 2026

Can discount codes be combined?

You can combine certain types of discount codes. For example, you can use a free shipping code from your Signature Rewards along with a free gift. However, not all codes can be combined.

Last updated on Apr 30, 2026

What is Shop Pay (Text to checkout)?

Shop Pay is a speedy checkout option available across all Shopify stores. When you start entering your email address at checkout, you'll receive a text. Enter the code from the text, and your information will be prefilled for a quick and easy checkout. For details on signing up or opting out, visit the Shop Pay info page here: Shop Pay Info

Last updated on Apr 30, 2026

What can I do if my payment cannot be verified at checkout?

1. If you're experiencing issues with payment verification, like error messages about your card being unverified, it might be because of a mismatch between the billing and postal code details you provided. If the errors continue, try using a different payment method, or get in touch with your card issuer. Once you manage to place your order, we'll make sure it ships promptly 📦✨.

Last updated on Apr 30, 2026

How can I sign up for texts or change my phone number?

Want to stay in the loop? Sign up for texts or update your number here: https://www.pengems.com/pages/subscribe-to-our-newsletter Just enter your email and new phone number, tap submit, and voila! Your profile will be updated faster than a penguin sliding on ice.

Last updated on Apr 30, 2026

How do I change the refill?

Ready for a fresh ink adventure? ✨ 1. Hold the pen barrel tight and twist the tip counterclockwise (like you're closing it). Keep twisting! 2. If it's tricky, wrap a rubber band around the tip for extra grip. 3. Find the ink cartridge holder (usually white or black). 4. Twist the holder counterclockwise to unscrew it. 5. Remove the old cartridge from the screw cap (it might be snug, so use that rubber band trick again). 6. Insert the new cartridge into the same screw cap and press it tightly. 7. Screw the new refill in and replace the barrel. Ta-da! You're ready to dazzle with your autograph again. 💖🖊️

Last updated on Apr 30, 2026

The refill sticks out of the pen when it is closed.

Oh no! Sometimes this happens with Pilot or other refills when the screw cap doesn't fit tightly enough. Don't worry, we have a fix! 1. Make sure the cap is on tightly by pressing it firmly onto the new cartridge (use a hard surface like a tabletop). 2. If that doesn't work, remove the screw cap from the refill. 3. Sand down the top of the refill slightly. A nail file works like a charm! This should get your PenGem back to perfect! 🐧💎✨

Last updated on Apr 30, 2026

Can you hold my order so I can add more items to save on shipping?

Absolutely! Just contact us with your order details, and we’ll hold your package until you're ready. Please make sure to leave a note on each order to let us know, otherwise, we will ship it right away. Let us know when to send your complete order, and we’ll make sure everything ships together.

Last updated on Apr 30, 2026

Can I return my pen?

We want you to love your pen! If it's not the right fit, you're welcome to return it within 60 days for a refund. Here's how it works: 1. Send the item back to us. 2. Once we receive it, we'll process your refund. If you'd like a different pen, you're welcome to purchase it anytime — you don't need to wait for the return to be processed first. For orders shipped outside the United States, the buyer is responsible for return shipping costs. ✈️🌎 To get started, reach out to us and we'll take care of you.

Last updated on May 04, 2026

Why can't I buy the pen by itself anymore?

We offer a mix of formats for new releases. Some of our releases are themed boxes, curated as a complete experience. This format is what allows our small team to keep creating new pens without the production cost of single-pen releases.

Last updated on Apr 30, 2026

Where can I report counterfeits?

Thank you for helping us protect our sparkling pens! 💎✨ Our trademark is a pen with crystals in one end and a jewel or crystal on top. You can report knockoffs or counterfeit pens on our website here: Report Counterfeits. There's also a link in the footer of our website. 💖🐧

Last updated on Apr 30, 2026

How to Send Your Pen to the Pen Hospital

Every PenGems pen comes with free lifetime repairs through the Pen Hospital. To get started, visit: pengems.com/pages/pen-hospital You'll find everything you need there.

Last updated on May 04, 2026