Frequently Asked Questions

How do I check the status of my order?

For $7 Flat-rate Standard Shipping: 

This shipping method does not include tracking, so we are unable to locate the package once it has been shipped. Delivery typically takes 5 to 12 days after the package is picked up by Canada post. (All orders are shipped from BC.) Please note that the shipping timeframe begins once the package has been picked up and processed by the carrier, which may take a few days after you receive the shipping confirmation email. If you have not received your order after this timeframe, we recommend contacting Canada Post for assistance.

For Free shipping & $15 Flat-rate Expedite Shipping:

If your order includes a tracking number, please use the link provided in your shipping confirmation email to track your package. The tracking number can also be found in the same email.

Can I cancel my order?

An order can only be cancelled within approximately 15 minutes from the time it was placed. Please contact us at shop@pentel.ca as soon as possible if you need to cancel your order.

What is the return policy?

We accept returns within 14 days of delivery, provided the item is unused and in its original condition. We will issue a full refund of the order amount, excluding shipping costs. For further details, please consult our return policy page.

Is pickup option available?

Unfortunately, pickup is not available at this time.

 

If you have any questions, please contact us at shop@pentel.ca. We're here to help!