What is outlined below...
Unfortunately warranty information is a necessary evil for selling a product these days, but besides stating a warranty, I've also tried to include all the information relating to a pen purchase. Although I've added a little light brevity along the way, it doesn't mean any of it is any less important or necessary. I also apologize for it being so long, but the more I wrote, the more information I realized I should include. But the best thing about over communicating is that it doesn't leave room for questions or doubts.
First I want you to know that I will do my best to help you and want to be sure you are fully satisfied with your pen purchase as well as the entire experience from the first email correspondence to the delivery. But please remember, it's a two-way street. I need your cooperation to make sure your pen is made to your satisfaction just as much as you need mine for the same reason. Please help us both by being helpful and cooperative during the process, and especially if a problem occurs. If a problem does come up, or you have any questions or concerns, I'll do my best to answer those questions and/or resolve the issues to help insure you are satisfied with the outcome. But also understand, I have to protect myself and can't just give away the store to resolve a problem. Any resolution not only needs to be beneficial for you, but for me as well, otherwise, I'd be out of business in a hurry. There's no reason we can't work together and come to a resolution that is beneficial to both of us, and I thank you in advance for your cooperation and understanding.
Sorry, I will not post prices here or anywhere on my website, but so you didn't think I omitted it altogether, I thought I'd mention why. There are several good reasons: 1) I don't want to get into a bidding war on a pen. The pen community is a fairly close group, and many of us have a friendly acquaintance and I don't want to compete with my friends on the price of a pen. 2) I also don't haggle on price. If you see a pen elsewhere cheaper, buy it. Don't ask me to make it cheaper because you saw a similar pen for less. That person may have a different way to make his pens that allows him to sell them for less. 3) Additional features increase the cost. You may want something on your pen that affects the cost (for example a special feature that takes more time to include, or upgraded hardware). 4) My prices are as such that I am selling a fully custom pen at rock bottom prices AND making a minimal markup in the process. If I actually quoted a price based on a professional hourly shop rate (say of a machine shop) for the time it takes to make a pen, no one would buy it. So I've tried to price my pens to be affordable and competitive, yet still make a little money. But I'm by no means getting rich.
Lastly, when I do quote a price, that price WILL NOT include any shipping charges or insurance. Those are the burden of the purchaser, but there are no hidden fees (for example I do not charge for my PayPal™ fees - more on Paypal™ below).
So if you are interested in a pen and want to inquire about a price, feel free to send me an email outlining what pen style you are interested in, the material you wish to use, and any options you'd like to include. I will reply as quickly as possible, and give you a price quote based on the information you supply.
Prices quoted WILL include the material, but for standard acrylic pen blanks only. If an alternate material is desired, it will be priced and added to the cost accordingly. The reality is, the average cost for the amount of standard acrylic needed to make a pen is about $10. So that is only a small part of the total cost. It would not be fair to ask me to substitute another material that might cost $50 to $100 more, but still sell it at the standard price. If you do wish to have a pen made from an alternate material, if I decide I can work with that material, the cost of that material will be added to the base price of the pen.
I've tried to make the payment process as painless as possible. I do not require payment or a deposit up front on an order, but I do require full payment before the pen is shipped. After the pen is completed, I will send you a collection of photo's for you to review (more on photo's below), then after you approve the photo's, I'll forward a PayPal™ invoice. After I receive notice that the invoice was paid, I will ship the pen.
As stated earlier, prices quoted DO NOT include shipping and insurance. These costs are additional and will be quoted separately once a full delivery address is supplied. All pens are currently shipped Insured Priority Mail via the United States Postal Service (AKA USPS; AKA "the Post Office"). NO EXCEPTIONS.
Why "no exceptions" if you're the one paying the shipping? Well, because just like having the need for a warranty to protect myself against those few people out there trying to take advantage of me, I also want to help protect you against yourself. I want to make sure you don't don't make a mistake and choose to ship your new $200 pen bulk rate, then have it take two weeks to arrive, and arrive in pieces. Neither of us want that to happen, so let's be safe, rather than sorry. Besides, compared to the cost of the pen, it's very cheap insurance.
Why bother with insurance?
Although to you, it's only one shipment and maybe worth taking a chance just once, I ship pens often, and the more pens I ship, the law of averages says the more likely it will be that a pen will get damaged eventually during a shipment. Would you really want to take the chance and have my number to come up when it's your pen? I'd hate to see that happen.
Although most clients understand that when they order a custom pen, along with having the options of getting the pen made to their own specifications, they also understand that it means that once it is ordered and shipped, it is THEIR pen and cannot be returned unless there are defects that need addressed. And even then, other than fixing the defects, it is still their pen, and they would never expect they'd have the right of returning it for an exchange let alone a full refund a few months later.
Thankfully I've been fortunate enough to have the kind of clients that understand this and would never dream of trying to take advantage. But unfortunately, there are people out there always looking to take advantage the first chance they get or expect they should be treated differently, and always only to their own benefit. So to protect myself and so there is no misunderstanding, the following is my full warranty statement:
"All JEB's PENs whether kit or custom-made are warranted for seven (7) days from the date of receipt for material and/or workmanship defects. If found to be defective within that seven (7) days, and after finding the defect was not caused during shipment (aka "damaged in shipment"), it can be returned with prior authorization for a review and assessment. If found to be defective, it is the right of JEB's PENs to repair or replace the damage part as deemed necessary, and return the pen to the client. All pens are custom made and NOT REFUNDABLE. If the defect and/or workmanship issue cannot be resolved by repairing or replacing the part in question, the pen can be exchanged for a new pen of the same style and material only- NO EXCEPTIONS."
Whew! OK, I said it! And it's kind of a mouthful, but I think you get the gist of it. If I screwed up, I'll do my best to fix it. I don't want to you to have a broken or damaged pen anymore than you do. But that doesn't negate the custom order and allow you to send it back for an exchange or refund because you decide you don't like it. I make every effort to display my pen so you can clearly see what you are getting for your money, and plenty of opportunity during the ordering process to ask as many questions as you like if you are unsure of what you might be getting. I do my best to offer a high quality product at a discount price. But also please remember, although I take pride in my quality and workmanship, these ARE NOT $500 pens, and should not be judged as such as an excuse for claiming a workmanship defect!
I know that offering up a few hundred dollars for something sight unseen is a big step for most people, and I'm honored that you have faith enough in me to place an order for a pen. That's why I think it's important that I'm available if you have any questions, and why I think it's important to send you photo's of your finished pen after it is completed and before you make payment and have it shipped, rather than have you wait until you receive it to get a glimpse of what you've purchased.
But... the photo's aren't just for your enjoyment! I send the photo's so you can be sure the pen was made as you requested and for you to confirm what you are purchasing and what will be shipped to you. So if there is anything you see in the photo's that is questionable, don't hesitate to ask. Even if you want to see more pictures or different views, all you need to do is ask. It takes two seconds to take and send a few more pictures (well, a little more than that, but you get the idea).
I normally make/send three or four photo's, enough to give you a good view of all aspects of the pen. NOW is the time to raise any concerns, NOT wait until AFTER you receive the pen to confirm something you saw in a photo. That just makes the problem harder to deal with.
LET'S COMMUNICATE! I know the order is just the first step for you, just as it is for me. So I try to make sure that I'm prompt to answer any questions about your proposed pen before you place the order, as well as after the order is committed. If you have more questions or concerns before or after you place the order, don't hesitate to email me.
But what if there IS a defect, now what? If you do find a problem with your pen when you receive it, FIRST let me know! Send me an email right away or give me a call and let me know what's going on. BUT PLEASE, DO NOT JUST RETURN THE PEN!! If the pen was damaged in shipment, and you return the pen to me, I cannot file a damage claim, and then I'm out the cost of a pen. I know it's a hassle and inconvenience to have to deal with it, but it's the right thing to do.
In your email, be specific and detailed... Don't just send me an email and tell me "the pen is damaged". PLEASE expand on what is wrong, what you think the defect is and where it is on the pen. If you have a camera (and who doesn't these days), please take photo's of the damage or defect and include the photo(s) in your email. The photo's are not only for me to help understand what is wrong, but they are also for you-- so YOU have a record of what the pen looked like when you received it and just in case you need to return it.
The other reason I take photo's after the pen is completed, is also so I have a record of what the pen looked like when I shipped it, so if the pen is damaged, I can look at my photo's to see if I missed something, or confirm that the damage wasn't there when it shipped. If it's a scratch, well, I do my best to make sure there aren't any, but sometimes I screw up. But too just because their are scratches, doesn't mean it was shipped like that. We need to be certain the package wasn't tampered with.
So next, check out the package thoroughly. Does it look like it was resealed? My packages have a signature (I package them a certain way), so when you email me, let me know how the pen was packed in the box. If after what you tell me, if it's determined the box doesn't have all my clues, it's a good possibility the box was broken open and resealed or repackaged-- it happens! And there's nothing we can do about it but move forward and work together to get it resolved and get the damage part fixed or replaced.
If together we find the defects were from damage during shipment, THE PEN, SHIPPING BOX, AND ALL OF ITS CONTENTS need to be taken to the post office and a damage claim filed. BUT DON'T WAIT! Take it to the post office as soon as possible.
And again I CANNOT FILE A CLAIM FOR YOU, YOU MUST START THE PROCESS.
If it is determined that the pen wasn't damaged in shipment, but needs to be returned to me for review, PLEASE return it packaged the same way it was shipped to you:
FIRST... that means repackage the pen the same way it was when you received it to avoid any additional damage in the return trip. If there was bubble wrap in the box, use the bubble wrap again. If the pen was in a tube, use the tube again. Wrap the pen tightly in the bubble wrap and tape the bubble wrapped pen to the inside of the box (that keeps it from moving around inside the box). Don't try to save any of the materials for some reason.
Second... Use the enclosed return shipping labels. Place one on the outside of the box, and a secondary label on the INSIDE of the box. The secondary label is for insurance in case the box is damage and/or the label damaged making it unreadable. If no return labels were included in the original package, make up new labels and include my full mailing address.
Third... Ship the pen back using the same shipping method and rate. This means the pen should be shipped INSURED PRIORITY MAIL via the United States Postal Service (AKA "the Post Office). Don't try to save a few bucks by sending it at a cheaper rate. That not only will delay the return delivery, but it increases the possibility of damaged on the return trip. I ship by USPS Priority Mail because it is the cheapest yet fastest means of getting the package through the system and minimizes the number of days it is being bounced around and man-handled.
Hopefully I've covered most of the necessary contingencies here, but I'm sure there might be other issues that might arise. And although some things here may seem chiseled in stone, I want you to be satisfied with your purchase as well as the experience, so if you have a problem, please contact me and give me a chance to correct it. Communication is the key. If I don't know about a problem or issue you have, I can't fix it. And I'll do my best to ensure you are satisfied as long it is a reasonable request. But as I said in the beginning, I can't give away the store. However, I think we can do both if we work together to a mutual benefit. After all, I'm not looking for one time customers, I want you to come back-- AND bring your friends!
Thanks for your understanding, and I look forward to working with you.
John E. Brady