Frequently Asked Questions

FAQ

Q: What if I have a technical problem placing an order on the Aspen Pen Website?
A: Contact Customer Support at support@aspenpen.com or 972-529-4963
The order problem is usually caused by one of the two conditions:
(1) You did not sign up as a new customer entering all the required fields.
(2) If you went through the sign-up process and still didn't get your order processed there could be a problem with your credit card or PayPal Account.

Q: How can I pay for my merchandise?
A: Aspen Pen accepts PayPal and other major credit cards. PayPal is your best option for any electronic purchase because your credit card number is hidden from the merchant. However, if you do not have or want to open a PayPal Account we offer major credit cards for your convenience. Your credit card information is safe with us, however, we wanted you to know the benefits of PayPal for all of your electronic purchases. We currently do not accept checks or money orders but we can make exceptions. Please give us a call and we can discuss a check or money order option for you.

Q: What are your shipping costs?
A: You can view an estimate of shipping costs by viewing your cart. However, final shipping costs will be displayed on the Invoice you see before confirming your order. Shipping costs are only charged for physical items like pens and are not marked up. You should also know that "Priority Mail" from the US Post Office is the most cost effective, convenient way to receive your pen. Unless you need your pen overnight we recommend this shipment method.

Q: Do I have to pay sales taxes?
A: No, not unless you live in the state of Texas. Since we are a Texas based company we are required to collect sales taxes on orders delivered within the state. The sales tax for our location in Texas is 8.25%.

Q: How can I view the status of my order?
A: Go to the Customer Service, Account Information page. This page lists all your orders. Click the date of the order whose status you wish to view. "Order Status" is appropriate when your pen is being custom made or you are using a check or money order. When you pay with PayPal or a credit card you will be given an instant confirmation that your order has been accepted. You will receive another e-mail when your order has been shipped.

Q: What if I am having trouble viewing the Aspen Pen Web Site with my browser?
A: We've tried to design the site so it will be trouble free but if you have an issue, please send us an e-mail. Some FireFox Browser users have reported that they must "Clear Private Data" (clears cookies and cache) by clicking Tools>Clear Private Data (or Ctrl+Shift+Del) before they can view some images.

Q: What if I want shipping insurance with my order?
A: Currently, the store is not set up to automatically apply insurance upon request. Most orders under $100.00 are covered automatically by the carrier so only a very large order would require insurance. However, if you would like insurance, send us an e-mail and we will insure your custom order upon request.

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