FAQ
Why is shipping to the US more expensive?
Due to recent US tariffs on inbound parcels, shipping costs to the United States have risen substantially. We continue to absorb part of these additional costs to keep rates as fair and affordable as possible.
Can I still get free shipping to the US?
Yes! Free standard shipping is available for US orders over USD 150. For non-US orders, the threshold remains USD 99.
Are delivery times affected?
No. Delivery times remain the same, though customs clearance can occasionally cause delays.
Why are my U.S. orders now shipping from Taiwan instead of Hong Kong?
Starting 27 April 2025, all US-bound orders will ship from our Taiwan warehouse—via registered airmail for standard shipping or by courier for expedited shipping. Since Taiwan remains unaffected by the recent trade tensions that ended Hong Kong’s duty-free de minimis exemption, deliveries to the US will be smoother, faster, and without customs taxes.
Who are Pen & Tool?
To learn more about us, you can find detailed information here.
Where are you located?
Our headquarters are in Hong Kong and Taiwan.
What forms of payment do you accept?
We accept AMEX, Apple Pay, Google Pay, Mastercard, Shop Pay, Union Pay and Visa.
What currencies can I use?
We accept multiple currencies depending on your location. This provides you with the convenience of making purchases using your preferred currency.
What is the return policy?
We offer hassle-free returns. For more information about our return policy, please click here.
What is the shipping policy?
Enjoy free shipping worldwide or choose our low flat rate option. For further details about our shipping policy, click here.
What is your privacy policy?
Rest assured, we never share your name, email, or contact information with anyone. We also provide the option to opt out of our newsletter when placing an order. To learn more about our privacy policy, please click here.
Do your products offer a warranty?
Absolutely! All pens come with a 1-year Manufacturer's Warranty from the date of purchase against defects in materials or workmanship. However, it does not cover ordinary wear and tear or damage arising from accidents or misuse. As the official dealer working directly with the Manufacturers/Distributors, we are more than happy to assist you with any warranty issues. Please contact us at asmileaday@penandtool.com.
Do you offer wholesale options?
Certainly! Feel free to reach out to us at asmileaday@penandtool.com for wholesale inquiries.
How do I contact your company if my question isn't answered here?
If you have any unanswered questions, please email us at asmileaday@penandtool.com, and we will gladly assist you!
Where are my order and shipping confirmation emails?
Kindly check your spam folder as well. Thank you!