Customer care

Frequently Asked Questions

We answered your most asked questions below. 

If your question was not answered or you need to contact us for any reason, click below.

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Shipping

Most orders ship in 2-4 business days. We ship packages Tuesday through Saturday.

All orders ship from our workshop in High Point, North Carolina.

The Covid-19 pandemic has created strain on the mail system and packages have been delayed days to weeks for most services. We kindly ask that you wait 14 days after your order ships before contacting your shipping carrier about a late package, as they usually will not assist you with a claim before then. 

We take great care in choosing the fastest and most cost effective method of shipping for your packages. Once the package leaves our warehouse, what happens in shipping is out of our control. We do not have access to shipping info (outside the tracking number provided to you) or delivery times from any carrier. If you have an issue with shipping times/delivery, contact your shipping carrier and they will guide you through next steps. 

We understand how frustrating it is to see that delivered notification, but no package by your door. While we take great care in choosing the fastest and most cost effective method of shipping for your packages, what happens once the carrier picks up your package from the warehouse is out of our control. We do not have access to shipping info (outside the tracking number provided to you) or delivery times from any carrier. If you have an issue with shipping times/delivery, contact your shipping carrier and they will guide you through next steps.

Returns

We gladly accept returns or exchanges within 7 days of delivery that are unsued and in original packaging. We cannot pay for shipping on returns or exchanges. To start a return, please email us at hello@penandpillar.com. 

Returns must be shipped back to us using the same shipping service as it was sent to you.

*We do not offer exchanges or returns on monogrammed or personalized items. 

Yes! We accept exchanges for all unused products* within 7 days of delivery. However, we do not cover shipping on exchanges. To start an exchange, please email us at hello@penandpillar.com.

*We do not offer exchanges or returns on monogrammed or personalized items.

Other

Yes! Visit this page to learn more, or email us at wholesale@penandpillar.com.

Yes! Email taylor@penandpillar.com for all licensing inquiries.

Yes! Visit this page to see if there is a shop near you that carries Pen+Pillar.You can also visit our flagship store in High Point, NC! Learn more here.

We do work with influencers occasionally. Reach out to greta@penandpillar.com and we would love to chat!

Free In store Pickup

Orders are usually available for pickup in 24 hours

Free Domestic Shipping over $50

And a flat $5 option for all domestic orders under $50.

Sustainably Produced

Our products are printed on environmentally responsible paper. We produce our products locally, which means we reduce carbon emissions in transport.

#refugeeswelcome

10% of all card proceeds are donated to local refugee resettlement, and we employ refugees in our store and workshop.