Frequently Asked Questions

Below we have compiled some of our F.A.Qs to help save you time. If you do not find your answer, please send us an email and we will do our best to help.

How do I contact customer service?

You can contact our customer support team by emailing and we will be happy to help.

How do I place an order?

Click on a Product Photo or Product Name to see more detailed information. To place your order, choose the specification you want and enter the quantity, and click ‘Buy Now’.

Please enter the required information such as Delivery Address, Quantity Type etc. Before clicking “Place Order”, please check your Order Details carefully. If you want to add a new Delivery Address, click ” Add a new address”. If you want to edit a current Delivery Address, click ‘Edit this address’. After confirming your Order, you will be automatically taken to the Payment page.

How can I cancel or change my order?

Go to Your Orders. Click Cancel Items. Note: Select the checkbox next to each item you wish to remove from the order. If you want to cancel the entire order, select all of the items. Click Cancel checked items when finished.

What happens if there is a pricing error?

We do our best to provide accuracy in the pricing and other product information displayed on our website, but mistakes sometimes happen. In such cases, Spool & Pen expressly reserves the right not to honor pricing errors found on this website when accepting an online order. If an error occurs, we’ll let you know and cancel the order. Any authorized payments for that order will be immediately refunded. If you find an error once your order is delivered, please contact our Customer Care team or refer to our return policy.

What methods of payment are accepted?

We gladly accept Visa, MasterCard and American Express. If your card has been issued outside the U.S. or Canada, please note that your order may need additional verification before it can be processed. Unfortunately, we cannot accept COD orders and all orders must be paid in full once submitted online.

Do you ship internationally?

At the moment, we only ship to the United States and Canada. For international orders, please contact customer service at

If you have any questions, please don’t hesitate to contact us.

What shipping methods are available?

Depending on the item(s) you purchase on and the location to which the item(s) will be delivered, different shipping methods will be available. Generally we use USPS since most of our shipments tend to be domestic.

At checkout, you will be prompted to choose a variety of shipping methods.

How do I track my order?

Once your order has been shipped, you will receive an email with your tracking and shipping information. Simply click on the link in the email or select the ‘track order’ option here and enter your order number and email address or sign into your account.

What do you do with my information?

We use your info to fulfill your order accurately and quickly and to improve your shopping experience. We respect your privacy and never share this information with anyone, except in connection with your order. If you want to know more, take a look at our Private Policy.

How long will it take for my items to arrive?

We ship only on business days. Business days are from Monday to Friday, excluding holidays. Any order placed after 12 P.M. ET will be processed the following business day. Due to a high volume period, your order may take longer than anticipated.

For remote locations, please add an additional 2-5 business day to each shipping method’s expected delivery time. If you are not sure whether your location is remote, you will be able to find out on the USPS website.

I have forgotten my password, now what?

If you are having trouble with your password, use the “forgot password” link at login to have your password reset via email.

June 2019
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