Frequently Asked Questions
At Nibs.com, we present a selection of the finest contemporary and vintage fountain pens ever made. Each pen is examined and tested here in our workshop, then optimized for the writing preferences and characteristics of the individual user.
When you make a purchase from Nibs.com, you are not just buying a pen, you are joining a growing community of knowledgeable, discerning pen aficionados who have been coming to us for service, sales, and repairs for over twenty years.
Whether you are adding to a world-class collection, or making your first purchase of a fine writing instrument, Nibs.com can serve as your guide to the exciting world of these beautiful and functional objects.
We believe you should get a pen that writes just the way you want it. When you buy from Nibs.com, you know that you are getting a pen that has been inked and tested just for you. Smoothness, consistency and your particular requirements are set up in each pen we send. The fountain pen has been adjusted for your ink flow and your pressure characteristics. For instance, if you are a left-handed underwriter who likes very generous ink flow, we will make those adjustments without charge.
Our online order form has space for you to include as much information you think is necessary to help our nib technicians set up your pen. Let them know how you'll be using a pen. Are you a medical professinal writing on that wonderful hospital paper? Or a student taking notes in class? Maybe this is the pen you've been saving for to improve your penmanship? Use the Additional Information section and let them know.
Still not sure? Read the 683+ testimonials received over the course of sixteen years to see what others have found.
After all, our sales come with service and support. We do not treat pens like just another pen-in-a-box to be shipped out the door. We treat our customers as we would like to be treated, and your pens the way we treat our own. Our highest priority is making sure that our customers are happy with their purchases and customizations. We love pens. We think they are beautiful objects that should work the way you want them to work. That's what we believe in at Nibs.com.
You can place an order with us via our online shopping cart - if the pen or other product you are seeking is scarce or one-of-a-kind, this will also maximize your chances of receiving the item you wish. For security reasons we are not allowed to take your order or payment information over the phone.
Need More Help?
Here at Nibs.com, we think of choosing a fountain pen as being something like ordering a meal in a fine restaurant. That's why we're always happy to talk you through the process, especially if you're a first time customer. Direct your questions to us at firstname.lastname@example.org. Taking a little extra time from the start insures that you will be getting a writing instrument you will be happy with for years to come.
While we ship fountain pens and nibs to customers all over the country and all over the world, we do not have a walk-in storefront. By keeping overhead costs to a minimum, we're able to pass on the savings to you. And given the sprawl and traffic of Los Angeles, ordering online and having your order sent by Priority Mail will still probably prove both easier and more cost-effective than having to show up in person at a store would be.
In-Person Pick-Up Available - But Please Make Arrangements First
That said, if you still would like to either pick up an order or drop off a repair or modification in person, we will accomodate you to the greatest degree possible. Place your order online through the shopping cart and put in the additional information that you would like to pick it up. Once the testing is complete and we have processed your payment you'll receive an email that it's ready to go. From there you'll need to let us know when you're on the way so we can make sure someone is available to come downstairs and meet you Monday-Friday from 8:30am-4:30pm. Keep in mind that we will be charging sales tax on any order picked up at the shop.
And Don't Forget Pen Shows!
If you are in Southern California, don't forget that we're at the Los Angeles Pen Show in February every year - you'll get a chance to meet our nib technicians and see a wide variety of Nakaya pens, all with customized nibs in various tipping sizes that are inked and ready to test write.
In stock items will ship as soon as possible - please contact us immediately if you have any questions. Please note that orders cannot be changed after payment has been processed or any nib customization work performed. Changes or cancellations made after processing or customization will be subject to a twenty percent restocking fee.
Back ordered items received by us within the first 30 days after placing your order will be sent to you as soon as they arrive here. If more than 30 days has passed, we will contact you to reauthorize your payment information. Please contact us as soon as possible if any information for a pending back order needs to be updated.
Sales Tax is only charged on orders shipping to addresses in our home state of California. International shipments may be subject to VAT and/or customs fees based on the individual policies of the country you live in - we have no control over these policies and any questions should be directed to your local tax board or customs agency.
Please note that we comply with all U.S. Customs regulations for shipping items overseas. We cannot undervalue items on customs forms or mark items purchased from us as a gift for customs purposes. However, any item you return to us for repair will be accurately labeled as such when returned to you.
If you have questions about an existing order or need help in deciding on a purchase, we're here to help. For best results, you can e-mail us any time at email@example.com. We are closed on weekends and U.S. federal holidays - New Year's Day, Martin Luther King Jr., Day, Memorial Day, Independence Day, Labor Day, Discoverers Day, Veteran's Day, Thanksgiving Day, and Christmas Day.
Please note that we do not have an open retail storefront.
If your tracking number says the package has been delivered but you weren't home at the time and still don't have it, please take a look around. Often the delivery driver has hidden the package near your door.
Still can't find it? Please let us know as soon as possible as we send all our packages fully insured. We do have to wait 30 days before making a claim and it must be made within 60 days. Once the claim is approved, usually within six weeks, we can replace the item(s) or provide you a refund.
Unfortunately, after 60 days there is nothing we can do.
We want you to be happy with any pen or nib you purchase from us. For complete instructions and conditions, please visit our Returns page.
If you decide within the first 30 days after your original purchase date that the pen or nib you selected is not the best fit for you, please our Repair Order Form. This will allow you to select the original order number for the purchase. In the "Repair or customization you would like" field you can simply write "Exchange." From there we will provide instructions on sending the pen back.
Please note that personalized items, such as pens with engraving, kanji, roll-stoppers, or zogans, as well as purchases of ink, books, and accessories, cannot be refunded or exchanged. If you prefer a refund instead of store credit, there will be a twenty percent restocking fee.
If an item is damaged during shipping, please contact us within 7 days of receiving your order so that we can arrange for a refund or replacement. As mentioned, please consult our Returns page for full details.