SHIPPING
Domestic and international shipping questions.
Shipping
When will my order ship?
For most orders, our shipping team works hard to get your order packed and shipped by the next business day.
Standard Orders from the previous day are usually packed and ready to ship by 8 AM Pacific Time.
If you selected FedEx 2Day, and would the order to be shipped on the same day, your order must be in by 10:30 AM Pacific Time, and we will do our best to get that order shipped out on that day.
Can I change my shipping address?
If your order hasn’t shipped yet, we may be able to adjust the shipping address. Give us a call at (866) 473-6245 or email us at orders@Pencils.com and we can help to track down your order and change your shipping address if your order hasn’t been picked up yet. Unfortunately, once your order has already been received by the delivery service that you’ve selected, changing your shipping address is no longer possible.
When will my order arrive?
*These estimates are for domestic orders. International orders can vary greatly depending on the local delivery service.
USPS First Class Mail®: Takes on average 3-5 business days after it has been picked up by the postal service.
USPS Priority Mail®: Takes on average 2-3 business days.
FedEx Ground: Takes on average 1-5 Business days.
FedEx 2Day: Takes two business days after shipment has been picked up.
My order hasn’t arrived yet. Where is it?
For international orders, most orders arrive in about two weeks, however, there have been cases of orders taking up to six weeks or more. If it has been several weeks since your order, check with your country’s local customs office to see if your order has been withheld.
For domestic orders, orders can take up to 5 days. If your order hasn’t arrived in 5 business days, send an email to orders@Pencils.com with your order number and we can help track it down.
Important Information for Customers in the European Union
Customs charges are applied to imports into the EU with a value over £15 for Value Added Tax (VAT). All items valued over £135 will attract import duty.
When ordering from outside of the EU, your items can be held by the postal service until all applicable taxes are paid by the customer.
How can I track my order?
After we ship your order, you will be notified via e-mail that your package was shipped. You can log into your account and you can find a link to track your order. When you select “View order” you will see all your order information, including information about how your order was shipped and your tracking number. (International orders shipped by First Class International Mail are not trackable. If you want to be able to track your international order, please select either Priority Mail International or FedEx.)
I only received some of the items in my order. Where are the other items?
If you have ordered Custom Pencils or a Bullet Pencil, those items ship separately from our standard orders, and you should receive them within a few days of receiving your first shipment.
Otherwise, if there is an item in your order that isn’t in your package, shoot us an email with your order number and the item that is missing. You can email us at Orders@Pencils.com.
Returns
What is the return policy for most items?
We do our best to help keep the return process simple and easy. Email us at Orders@Pencils.com within 30 days of placing your order and include the following information in the email:
- Your original order number.
- Reason for the return.
- Whether the item is used or opened.
For items that have been unopened, we would be happy to provide full reimbursement or exchanges for the items.
For refunds for orders over 30 days, refunds may be available on a case-by-case basis.
What is the return policy for Custom Pencil orders?
Due to the nature of the product, Custom Pencils that arrive to you in good condition are nonrefundable.
If your Custom Pencil order is incorrect (misprinted, incorrect colors, etc), send us an email with your order number and photo of the pencils. Our email address is Orders@Pencils.com
Account Info
I forgot my account password, how can I get it back?
Click HERE and submit your email or username.
If you are still unable to retrieve your password, send an email to Orders@Pencils.com and include your email address and we can help find your login details.
How do I create an account?
Go to the “Sign In/Register” link at the top of this page and you can register with your email address and a password.
Contact
What is the best way to contact you?
You can use this handy contact form HERE. We do our best to reply to emails within 24 hours during the week, and emails send over the weekend will be addressed the next business day.
If you need to send us a photo or purchase order, send an email to Orders@Pencils.com.
You can also give us a call at (866) 473-6245. We are available to take your calls Mondays through Fridays from 8 AM to 5 PM Pacific Time.
Pencils
How are pencils made?
You can find a detailed description of the pencil-making process in the section titled Pencil Making Today. We also sell a How a Pencil is Made Kit which includes a poster that shows the various stages of the pencil-making process and also includes actual pencil slats and components used in the making of an Incense-cedar pencil.
What are the differences in pencil grades?
Pencil cores are rated on a scale that demonstrates the hardness or softness of the graphite. A harder pencil core will make a lighter mark on paper. As the pencil core becomes softer it leaves a darker mark as it deposits more graphite material on the paper. Softer pencils will dull faster than harder leads and require more frequent sharpening. To find more information about how pencils cores are graded, Click here.
Can I use Blackwing pencils on a test? My test says it needs a #2 pencil to scan properly.
For the most part, Blackwing pencils should work with most scanned tests.
Modern scanned tests use image sensors to determine that the darkest mark on the test is the selected answer. Blackwing pencils make marks that are dark enough for the scanners to recognize them, the main issue that may occur is smudging that may occur from the softer graphite.
The reason most people believe these tests need a #2 pencil is because of older machines that were less sophisticated. Those machines read pencil marks by using a light source that shines through paper and guides that determined whether the answer was correct. The light had to be completely blocked by the marking, and graphite from pencil created a dark, opaque mark that prevented the light from going through. #2 pencils were preferred, as they were darker and didn’t smudge.
RETURNS
Return policy, how to initiate returns, etc.
SALES/DISCOUNTS
Sales and discount questions.
ACCOUNT INFO
Changing your password, updating your address, etc.
PENCILS
How pencils are made, graphite grades, etc.
CONTACT
Ask us a question or leave feedback.
