Ordering | Help Center

How can I check the status of my order?

To check your order status, log in to your account. You'll see if your order has shipped and get your tracking number. You'll also receive a confirmation email with the tracking number once your order is shipped.

Last updated on May 04, 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 May 04, 2026

I received an "Items unavailable" error when I tried to check out.

If you see this error during a new release launch: "Some products became unavailable and your cart has been updated. We're sorry for the inconvenience." It means inventory isn't updated until the release goes live, so items in your cart may sell out before checkout. Please try again or choose a different item.

Last updated on May 04, 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 filled in automatically for a faster checkout experience.

Last updated on May 04, 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 May 04, 2026

I placed more than one order. Can you combine them?

We do our best to combine shipping whenever possible. If we can combine your orders, you'll be refunded any overpaid shipping charges the following business day. However, we can't guarantee orders can always be combined, especially during busy release periods.

Last updated on May 04, 2026

My order is a gift. Can you hide the price?

No worries! Our packing slips don't show pricing information. They do include billing and shipping addresses, so your recipient will see your name and address.

Last updated on May 04, 2026

Where can I buy refills for my pens?

You'll find our full selection of ink cartridges on our refills page: pengems.com/collections/refill-ink-cartridges PenGems refills come in a range of colors and tip sizes. All of our pens use a standard D1 size refill, so if you're looking for more options — like a gel ink — you can find a wide selection at Jet Pens.

Last updated on May 04, 2026

How can I see if my order notes were added?

You can check if your order notes went through by looking at your order confirmation email. If your notes are included in the email, then they were successfully added to your order. If you don't see them, please contact us right away so we can add them before your order ships.

Last updated on May 04, 2026

What is Afterpay?

Afterpay lets you split your purchase into four equal installments, due every 2 weeks. For example, if your order is $100, you pay 4 installments of $25. There's no extra cost to use Afterpay as long as you pay on time.

Last updated on May 04, 2026

Why was I charged sales tax?

We charge sales tax on all orders delivered within Texas because it's an origin-based collection state. This means state, county, and municipal taxes are based on our location in Copperas Cove, Texas.

Last updated on May 04, 2026