Frequently Asked Questions
Q: Where are you located?
A: We are located in Raleigh, North Carolina, USA. We do not have a retail location, but process and ship orders from our warehouse. PenHero.com LLC is a North Carolina Limited Liability Corporation
Q: Where do you ship to?
A: Since 2001, we have shipped to over 275 places outside the USA.
Q: Do you offer discounts on Sheaffer and Cross pens?
A: Yes, we do! Please put the items you are interested into the Cart and you can see the price you will pay. There are no discount codes to enter. Both of these manufacturers have a policy that only their retail prices can be shown on internet web stores.
Q: Do you offer FREE shipping?
A: Yes, we do! We offer free shipping on orders of $50 or more to USA addresses shipped by USPS Priority Mail.
Q: What are your shipping rates and how do you ship orders?
A: We charge actual USPS shipping charges plus a small handling fee for USA Express Mail and non-USA addresses. Actual USPS shipping charges are based on the origin zip code, and then a combination of the destination postal code and the package's actual weight. We ship all orders using the United States Postal Service (USPS). We have researched other shipping options and believe this is the fastest and most efficient way to ship our products. We ship orders outside the USA using Priority Mail International or Global Express Mail.
Q: How can I check the status of my order?
A: Go to the Customer Service, My Account Information page. This page will list all your orders. Click the date of the order whose status you wish to view. You can check the status of your ORDER on our web site. You can check the status of the SHIPMENT on the USPS web site at WWW.USPS.COM and enter in the USPS tracking number provided by us into the "Track and Confirm" text box on the USPS home page.
Q: How long will it take to receive my item(s) once I place an order?
A: We fulfill all orders within 1-3 days (this includes weekends). The average time for delivery in the USA is 2 - 5 days, depending on your location. If you need your order shipped the same day payment is made (before NOON EST), let us know immediately, as we can normally accommodate these special requests.
Q: Is your web site secure?
A: Yes! We process all our orders through PayPal, the leader in website payments. Because of this our web site is very secure and uses an industry standard 128 bit SSL (Secure Socket Layer) to encrypt all internet orders. You can tell when you are working in a secure part of our web site by the padlock that appears at the top of your web browser.
Q: What payment options do you offer?
A: We accept all major credit cards, including Visa, Master Card, American Express, Discover Card. We also accept payment via PayPal, personal checks and money orders/cashiers checks.
Q: Do have a gift wrapping service?
A: Yes. We offer gift wrapping on any order for $3.00 per item. If you are interested in this service please contact us before placing your order or visit the PROMOTIONS link on the CUSTOMER SERVICE page for more information.