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Pen Warranty Information

Everything you wanted to know—and more!
Includes information on pricing, shipping, warranties, and returns.

On this page, I’ve tried to answer any questions or concerns you may have about your pen warranty information. But I’ve gone a little further. I included everything from pricing to shipping and warranty information, as well as information on how I make my pens. I also included a few miscellaneous items that will hopefully help to cover anything else that may come up. Unfortunately, though, my desire to be all-inclusive has made the page quite long. But I broke it down into sections in order to make it easier to follow. But I assure you, it’s not a ruse to try and hide anything from you. I’m just trying to be as open and up-front as possible. If you have any questions about any of the information, please don’t hesitate to contact me. Also, let me know if you think I left something out.

But before I get into all that other stuff, I thought I’d explain a little about my penmaking. Frequent questions I receive are things like “How do I make the pens?” or “Why do the sizes vary?”. So I thought I’d use some of this space to explain a little about my pen-making process. Hopefully, it will give you a better understanding of the process as you review the various pen styles. So here I go.

First, I thought I’d mention something about my pens. All my pens are individually handcrafted and made-to-order using a wood lathe and hand-held turning tools.

For each pen style I make, I use a reference sample and a layout with a set of target dimensions. This helps ensure the dimensions of each pen are as similar as possible. But because they’re hand-made, each pen can be slightly different in size and/or shape from one another. So although I do my best to make each pen the same as the last, yours may be slightly different.

But that’s the definition of a unique or bespoke pen. One that’s different from any other. So if you want someone to make a pen that is exactly like another, I may not be your guy. I might be able to get close. And if the material cooperates, I may be able to get it really close. But I can’t guarantee I can make an exact match. But that’s the beauty of handmade pens. It allows me the freedom to change any part of a pen to suit someone’s individual wishes. So if you see a pen style you but want it slightly different (size, shape, or material), let’s talk. I’ll see if I can make it for you.

In order for this page to be all-inclusive, I thought I also needed to say a few words about nibs. What I do, and more importantly, what I do not do with nibs. For every pen ordered, I supply a quality writing-ready (Jowo brand) steel nib. ‘Writing ready‘ means that it writes smoothly and doesn’t dry out. I test each pen before I ship it to be sure it meets this standard. But that is all. I do not do any custom tuning work on the nibs included with my pens.

I know fountain pen owners take pride in how well their nibs perform. Some even more so than the way their pen looks. But I also understand that how a nib performs can be somewhat subjective to an individual user. I’m a craftsman who can make a beautiful pen, but I’m not a nib specialist. Therefore, I have partnered with a nib specialist that can perform any custom work you may require. So if you have a special requirement for your nib, please let me know when you place your pen order.

JEB’s Pen Warranty Information: What is outlined below?

Unfortunately, warranty information is a necessary evil for selling a product these days. Besides stating my warranty, I’ve also tried to include all the information related to the pen purchase. I tried to sprinkle a little brevity throughout. But that doesn’t mean it’s any less important or necessary. I’ll also apologize ahead of time for the information being so long. But the more I wrote, the more information I realized I should include. The best thing about overcommunication, though, is that, hopefully, it won’t leave room for any questions or doubts.

First, I want you to know that I will do my best to work with you on your order. I want to be sure you’re fully satisfied with both your pen purchase and the experience. But please remember, it’s a two-way street. In order to ensure your pen is made to your satisfaction, I’ll need your cooperation too. Please help us both by being open and cooperative during the process. Especially if a problem occurs.

If you have a question or concern, or a problem does occur, just let me know. I’ll do my best to satisfy any concerns you may have. But I also understand that I have to protect myself. I can’t just give away the store to resolve a problem. The best resolutions are those that are beneficial to both parties. Otherwise, I’d be out of business in a hurry. So if there is a problem, there’s no reason we can’t work together to resolve it. And so it’s beneficial to both of us. I’d like to thank you in advance for your cooperation and understanding if an issue does arise. I’ll do my best to resolve it.

Unfortunately, I will not post prices anywhere on my website. But just so you didn’t think I omitted this information altogether, I thought I’d explain why. I feel there are several good reasons:

1) I don’t want to get into a bidding war on a pen with another pen maker. The pen community is a fairly close group, and many of us have friendly acquaintances. I don’t want to compete with my friends on the price of a pen.

2) I also won’t haggle on the price. If you see a pen elsewhere that is 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 will increase the cost. So keep that in mind as you imagine the pen you want to order. Features such as metal accent bands or cap posting will increase the cost.

4) My prices are such that I am selling a custom product at rock bottom prices with minimal markup. If I quoted prices based on a professional hourly shop rate for the labor hours, no one would buy it. So, by no means am I getting rich. I’ve tried to price my pens to be affordable and competitive while still making a little money.

Lastly, when I do quote a price, that price will not include shipping charges or insurance. I will always quote those separately, along with the material. So if you wish to inquire about the cost of a pen, please feel free to send an email. I will reply as quickly as possible and give you a price quote based on the information you provide.

Material prices vary quite a bit, even within acrylics. So when I initially quote the cost of a pen, it will not include the material. Instead, the material will be quoted separately. Once you decide on the material you want to use, then I can quote the material cost. If you request a standard C/C pen, the initial cost quoted will include: nib, converter, and pair of disposable cartridges. Shipping costs are also quoted separately.

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 so you can confirm the pen is as ordered (more on photo’s below), and after you approve the photo’s, I’ll forward you a PayPal™ invoice. After I receive notice that the invoice has been paid, I will ship the pen.

As stated earlier, the prices quoted do not include shipping and insurance. I will quote these separately once I have all the information on the order and the shipping information. I use Priority Mail with insurance via the United States Postal Service (AKA USPS, or the post office) for all shipments. 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 make a mistake and choose to ship your new $200 pen bulk rate, then have it take two weeks to arrive and/or arrive in pieces. So if you’ve elected not to use insurance, the damage or loss would be on you. So neither of us want that type of scenario to happen, so let’s be safe rather than sorry. Besides, compared to the cost of the pen, the cost of insurance and a fast method of shipping are minimal additional costs.

Why bother with insurance?
Although to you, it’s only one shipment and maybe worth taking a chance just once. I ship pens often. So the law of averages says that the more pens I ship, the more likely damage will happen. So would you really want to take the chance and have my number come up when it’s your pen? I’d hate to see that happen. So let’s be safe rather than sorry.

Although most clients understand that when they order a custom pen, along with having the option of getting the pen made to their own specifications, they also understand that it means that once it is ordered, approved, and shipped, it’s out of my hands. So at that point, it is now their pen, and it cannot be returned unless there are defects that need to be addressed. And even then, other than fixing the defects, it is still their pen, and they would never expect they’d have the right to return it for an exchange, let alone a full refund a few weeks or months later.

Am I right? Thankfully, I’ve been fortunate 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 who are always looking to take advantage of someone. So to protect myself and ensure there is no misunderstanding, the following is my full warranty statement:

“All JEB’s Pens whether custom or kit, are warranted for seven (7) days from the date of receipt for material and/or workmanship defects only. If the material and/or workmanship is found to be defective within those seven (7) days, and after finding that the damage or defect was not caused during shipment (aka “damaged in shipment”), then 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 damaged part as deemed necessary and then return the pen back to the client.

All pens are custom-made; therefore, they are 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. After 7 days, JEB’s Pens had no responsibility to repair or replace the pen or parts at our expense. Additionally, once the pen is shipped, JEB’s PENs have no control over the shipment; therefore, they cannot be held accountable for any loss or damage during the shipment. Those are the sole responsibility of the client; therefore, you are strongly encouraged to fully insure your shipment in order to avoid any shipping issues.”

Whew! OK, I said it! And it’s kind of a mouthful, but I think you get the gist of it. If I screw it up, I’ll do my best to fix it. I don’t want you to have a broken or damaged pen anymore than you do. But that doesn’t negate the custom order and allow someone to send the pen back for an exchange or refund just because they decide they didn’t like it after they saw it.

I make every effort to send photo’s of the pen(s) before shipping so you can clearly see what you are getting for your money. And I allow plenty of opportunity during the ordering process to ask as many questions as you like if you are uncertain of what you might be getting. I do my best to offer a high-quality product at a discounted price.

But please consider this: although I take pride in my quality and workmanship, these are not $1,000 pens. Therefore, you should not judge them as such 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 anyone. That’s why I think it’s important to be available if you have any questions. It’s also why I insist on sending photo’s before any money changes hands.

But please remember. The photo’s are not just for your enjoyment! The photo’s allow you to see and confirm what you will be purchasing before I ship. So if there is anything you see in the photo’s that is questionable to you, please don’t hesitate to ask about it. If you want to see more pictures or different views to confirm a suspicion, all you need to do is ask for them. It only takes a few minutes to take and send a few additional pictures, and I’d be glad to do it.

I normally make/send around five photo’s showing different views, depending on the pen style. That amount is usually enough to give you a good view of all aspects of the pen. But some materials can look a lot different depending on the view, so I’ll usually send additional photo’s showing the variations. If you see an issue, now is the time to raise any concerns. Do 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.

I know that placing the order is just the first step for you, just as it is for me. So before you commit to an order, I’ll do my best to answer any questions you might have about your project. I’ll also stay in contact with you while I’m working on your project when it is necessary. Sometimes it may be a few weeks before I can start your project. So if this is the case, I’ll contact you when I’m ready to begin.

If you have additional questions or concerns after you place the order, please don’t hesitate to email me. If you have a question or realize you missed giving information about your order and you’ve already committed to it, be sure to contact me as soon as you realize there may be an issue. Once you place an order, time is of the essence because I will have begun to plan the job and order material. So I need any new information right away.

OK, 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 (I include a business card with each shipment that includes my phone number). BUT PLEASE, DO NOT JUST RETURN THE PEN!! If the pen was damaged in shipment, I cannot file a damage claim, so if you return the pen to me, now you are 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 about the problem. Don’t just send me an email and tell me “the pen is damaged.” Please expand on what is wrong. Explain what you think the defect may be and where it is on the pen. If you have a camera (and all of us have cell phones 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. Both in case you have to file a damage claim and just in case you need to return it to me.

The other reason for the photos is… Besides the pre-shipment photo’s allowing you an opportunity to see the pen before you get it, another reason I take the photo’s is also so I have a record of what the pen looked like at the time it was shipped. So if you claim the pen is damaged on receipt, I can look at my photo’s to see if I missed something in the pen or be able to confirm that the damage wasn’t there when it was shipped. If it’s a scratch, well, I do my best to make sure there aren’t any. But sometimes I screw up and miss one. But then too, just because their may be a scratch or two, it doesn’t mean it was shipped that way. So we may need to decide now whether the package was tampered with.

So next, you should inspect the packaging thoroughly. Does it look like it was resealed? My packages have a signature. This means I package them a certain way. So when you contact me, I’ll want to know how the pen was packed in the box or envelope and whether there was any tape on the package. If the tape on the box is different colors, that may be a tampering clue. It will help me determine if the package was open and resealed.

If, together, we find the defects are the result of damage during shipping, then you must take the package and contents to the post office and file a claim. Be sure to take EVERYTHING: the pen, the shipping box, and all the packaging. And don’t wait! Take it to the post office as soon as possible. And again, please remember, I CANNOT FILE A CLAIM FOR YOU; YOU MUST START THE PROCESS! The recipient must file the claim with the post office, and they will want to see the packaging.

If, together, we determine that you must return the pen to me, then please do the following:

First, repackage the pen in the same manner that it was when you received it. Use the same packaging (box, envelope, filler, etc.) and prepare it for shipping in exactly the same manner as it was originally. Pens are usually in a custom pen box, so please use the same pen box. Wrap the box with a sheet of paper, then tape the box to the inside of the shipping box. This will ensure the pen box won’t shift around during shipping. If there was any type of packing material inside, such as bubble wrap or foam blocks, use those in the same manner. Please don’t try to save any of the materials for some reason.

Second, use the provided return shipping labels. If I included a set of return shipping labels, use those. If you need a return label, let me know, and I’ll email you a set. The set should include TWO labels: Place ONE label on the outside of the box, then a secondary label on the INSIDE of the box lid. The inside label is just a precaution in case something happens to the outside label.

Third, ship the pen back using the same shipping method and rate. In most cases, this is PRIORITY MAIL with INSURANCE via the United States Postal Service (AKA “the Post Office”; AKA “USPS). 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 will also increase the possibility of damage on the return trip. In most cases, I use USPS Priority Mail because it’s the fastest method of getting the package to you at a reasonable cost. A short transit time equals less chance of damage.

The Final—Last but certainly not least:

I think this pen warranty information will cover most contingencies that will arise. But I’m sure others may come up along the way I hadn’t anticipated. And although some things may seem cut in stone, please keep in mind that I want you to enjoy the entire experience. So if you have a problem with your order, please contact me and give me a chance to correct it.

As I’ve mentioned many times, communication is key. If I don’t know about a problem or issue you have, I can’t fix it. And if a problem does come up, I’ll do my best to come up with an equitable solution. As I said in the beginning, I can’t give away the store, but I’m sure if we work together, it will be to our 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! I look forward to working with you!


JEB’s Pens
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