Frequently Asked Questions
Have a question? We've got answers. If you can't find what you're looking for, feel free to contact our team — we're happy to help.
Orders & Payment
How do I place an order?
Simply browse our store, add your favorite items to the cart, and proceed to checkout. We accept all major payment methods including credit/debit cards, PayPal, and more.
Can I modify or cancel my order after placing it?
We process orders quickly, so please contact us as soon as possible at support@xypen.com if you need to make changes. Once an order has been shipped, we are unable to modify or cancel it.
Is it safe to shop on XYPen?
Absolutely. Our store uses SSL encryption and secure payment gateways to protect your personal and payment information at all times.
Will I receive an order confirmation?
Yes. A confirmation email will be sent to your registered email address immediately after your order is placed. Please check your spam folder if you don't see it within a few minutes.
Shipping & Delivery
Where do you ship to?
We ship worldwide. Shipping availability and rates may vary depending on your location and will be calculated at checkout.
How long does shipping take?
Delivery times vary by destination. Typically:
- Domestic orders: 3–7 business days
- International orders: 7–21 business days
Please note that delivery times may be affected by customs clearance, public holidays, or carrier delays.
How can I track my order?
Once your order has been shipped, you will receive a tracking number via email. You can use this number to track your package on the carrier's website.
Do you offer free shipping?
We periodically offer free shipping promotions. Please check our homepage or subscribe to our newsletter to stay updated on current offers.
Products
Are your products authentic?
Yes, 100%. All products sold on XYPen are genuine and sourced directly from authorized suppliers and manufacturers. We do not sell counterfeit or grey-market goods.
What brands do you carry?
We specialize in premium Japanese stationery brands including Uni Mitsubishi Pencil, and a carefully curated selection of other leading stationery and office supply brands. Our catalog is regularly updated with new arrivals.
What lead sizes are compatible with your mechanical pencils?
Lead compatibility varies by model. Each product page lists the compatible lead size (most commonly 0.5mm). We recommend using the brand's own lead refills for the best performance.
Do you sell replacement leads and refills?
Yes, we carry a selection of lead refills and pen refills. Use the search bar on our website to find compatible refills for your specific pen or pencil model.
Returns & Refunds
What is your return policy?
We accept returns within 30 days of delivery for items that are unused, in their original packaging, and in resalable condition. Please contact us at support@xypen.com to initiate a return.
What if I received a damaged or incorrect item?
We sincerely apologize if this happens. Please contact us within 7 days of receiving your order with a photo of the item and your order number. We will arrange a replacement or full refund promptly.
How long does it take to receive my refund?
Once your return is received and inspected, refunds are typically processed within 5–7 business days back to your original payment method.
Contact & Support
How can I contact XYPen?
You can reach our customer support team by emailing support@xypen.com. We aim to respond to all inquiries within 1–2 business days.
Do you have a physical store?
We are currently an online-only store. This allows us to offer a wider selection and ship directly to customers around the world.
Can I wholesale or place a bulk order?
Yes! We welcome wholesale and bulk inquiries. Please reach out to us at support@xypen.com with your requirements and we'll get back to you with a custom quote.