Customer Care
WE ANSWERED YOUR MOST ASKED QUESTIONS BELOW. IF YOUR QUESTION WAS NOT ANSWERED OR YOU NEED TO CONTACT US FOR ANY REASON, CLICK BELOW.
Shipping
When will my order ship?
Most orders ship in 2-4 business days. Please note that if your order includes pre-order items, we ship those separately during their scheduled ship window.
Where does my order ship from?
ALL ORDERS SHIP FROM OUR WORKSHOP IN HIGH POINT, NORTH CAROLINA.
Why is my package taking so long?
WE COMPLETELY UNDERSTAND THAT SHIPPING DELAYS ARE THE WORST. WE KINDLY ASK THAT YOU WAIT 14 DAYS AFTER YOUR ORDER SHIPS BEFORE CONTACTING US ABOUT A LATE PACKAGE, AS CARRIERS WILL NOT ASSIST WITH A CLAIM BEFORE THEN.
* MARKED AS DELIVERED, but didn't arrive:
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 DELIVERY, CONTACT YOUR SHIPPING CARRIER AND THEY WILL GUIDE YOU THROUGH NEXT STEPS.
Returns
Can I return my order?
WE GLADLY ACCEPT RETURNS OR EXCHANGES WITHIN 30 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.
*WE DO NOT OFFER EXCHANGES OR RETURNS ON MONOGRAMMED OR PERSONALIZED ITEMS.
I bought a planner or notebook, but I picked the wrong format on accident. Can I exchange it?
YES! WE ACCEPT EXCHANGES FOR UNUSED PRODUCTS* WITHIN 30 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
Do you offer custom work?
We do not.
Do you offer wholesale?
YES! VISIT HERE TO LEARN MORE, OR EMAIL US AT WHOLESALE@PENANDPILLAR.COM.
Do you license your work?
YES! EMAIL TAYLOR@PENANDPILLAR.COM FOR ALL LICENSING INQUIRIES.
Can I shop Pen+Pillar locally?
Do you work with influencers?
WE WORK WITH INFLUENCERS OCCASIONALLY. IF YOUR VALUES ALIGN WITH OURS, REACH OUT TO HELLO@PENANDPILLAR.COM AND WE WOULD LOVE TO CHAT!
PLEASE NOTE THAT DUE TO THE HIGH VOLUME OF REQUESTS WE RECEIVE, WE ONLY REACH OUT IF WE FEEL WE ARE A GOOD FIT.
Free In-Store Pickup
ORDERS ARE USUALLY AVAILABLE FOR PICKUP IN 24 HOURS
Free Domestic Shipping over $50
Our secure checkout is quick and easy to use.
Sustainably Made
OUR PRODUCTS ARE PRINTED ON ENVIRONMENTALLY RESPONSIBLE PAPER.
Refugees Welcome
10% OF ALL CARD PROCEEDS ARE DONATED TO LOCAL REFUGEE RESETTLEMENT, AND WE EMPLOY REFUGEES IN OUR STORE AND WORKSHOP.
