Shipping
We try to ship our orders as quickly as possible, but we sometimes run out of stock with certain items. If we anticipate a shipping delay of over two days, we will contact you, explain when we can ship your order, and see if you are willing to wait. Otherwise, we will refund your order, and notify you when we are ready to ship.
Problems
If you have a problem with any order you receive from us, please contact us and describe your problem. You can contact us three ways:
Click Contact on the home page left margin to display our Contact Page. Use the form to send us a description of the problem. Be sure to include all pertienent, such as the nature of the problem, type of pen, name of the person who ordered it, and so on,
Send a description of your problem by email to problems@ackermanpens.com.
Call us at 510-917-3038 and leave a message. We usually do not pick up the phone during the day because we are too busy, but we will respond to any phone message, again preferably with email, so please leave your email information. Otherwise, we will call you.
Returns
You can return any pen or pen part for a full refund for any reason up to one month after purchasing it from us - no questions asked. The pen or part must be in the same condition as when we shipped it to you. Please include a copy of the invoice or details about who ordered the pen, date it was ordered, how it was paid for and so on.
If you want to return a pen, you can mail it directly to us or you can request an SASE (self-addressed stamped envelope), and we will send the envelope to you.
You cannot return pens or parts that were purchased more than a month ago without permission.
If you have a problem with a pen that you purchased from us, we will work to resolve the problem, either to replace the pen or fix the problem pen for you.
