Lada Pen Company strives to offer all of its customers great service and quality products. We want to ensure that you are 100% satisfied with our products and services. If you ever have any questions, or feedback, please let us know.
Our Business Hours: Monday to Friday, 8 am to 5 pm EST
Holidays: We are closed for all major Holidays.
Phone: (856) 671-2468*
Email: [email protected], or [email protected]
Support/Returns: Please contact us by phone, email, or our website, for any support you may need.
*If we are not available to take your phone call, please leave a brief message and we will return your call as soon as possible.
All of our handcrafted items come standard with a 90 day warranty to cover any defects in assembly and/or operation. Should any defects occur within this time, we will first try to repair it, and if unsuccessful, replace it with a comparable item. Please contact us before returning any item.
a) Pen or pencils refills, i.e. ballpoint, rollerball, or pencil leads, are not warrantied. They will need to be replaced when empty. Refills are available for all pens and pencils that we sell, either through our website, or at any office supply retailer. Pen refills will be either Parker, Cross, or Schmidt styles.
b) Fountain pen nibs are always checked after assembly. Typically no adjustments are necessary, but if required, we will adjust the nib to ensure it writes smoothly. Typically, the nib is dipped and tested before shipping and the test sheet is included. If however, after receiving your Fountain Pen you have any issues, please contact us for support. Check our page on Fountain Pen Care.
c) Field Note Brand products (but if you find defects let us know and we'll contact the the supplier for you).
If you are not 100% satisfied with your handcrafted item, you can receive a full refund*, exchange the returned product with a like/different item available at that same price, or receive an equal value Gift Certificate.
*A full refund is only provided to the original buyer. Items received as a gift, can only be exchanged with with a like/different item, or a like value Gift Certificate.
Your purchased product must be returned to us first, in original condition, within 30 days.
Field Note, Monteverde, Pineider, or any other retail brand item we sell, can ONLY be returned if unopened and the wrapping/original packaging is intact.
Should your order arrive damaged or defective please let us now immediately.
For all returns, please call or email, so we can provide you with a Return Authorization number. All returns should include the product(s) received, in their original condition. Returned goods should be shipped via USPS.
We will work with you on your custom order and strive to provide you with a pen you are 100% happy with. Depending on the order, we will ask for either full or partial payment up front. For partial payment, 50% is due up front, the balance due once we notify you your pen is completed and ready to ship. This balance is due prior to shipping. When you receive you custom order, our 100% satisfaction rules still apply.
In some cases, we may be unsuccessful at making your custom pen. This is typically due to issues we may have with materials not meeting our standards once turned and/or assembly problems. Making a pen without flaws and excellent quality is what we sell. But sometimes fabrication issues arise. Although we'd like to try (and try) again to make it right, it becomes cost/time prohibitive. If we can not complete your custom pen to our satisfaction, we will notify you and provide you with a 100% refund of your full, or partial payment.
PRIVACY & SECURITY
We keep your personal information and email address private and and do not sell/share them with anyone. Your email address is used with a third-party marketing company, currently MailChimp, to support our marketing and email of our newsletters. If desired, you can opt out of this service at any time.
When you make an online purchase, your name, address, and credit card information are needed to process your order. Lada Pen Company uses a 256 bit SSL Certificate, issued by GeoTrust, to ensure that your connection is as secure during order processing. Our e-Commerce vendor is 3DCart. They are a certified e-Commerce provider, adhering to stringent security policies. Their secure servers protect your information using advanced encryption techniques and firewall technology.
During a transaction, "cookies" may be placed in your internet browser memory to keep track of your current shopping session and shopping cart contents. If desired, these can be deleted from your browser's cache, using its privacy/history controls.
We use Square (squareup.com) for all of our offline processing. All transactions done on our Android devices are encrypted and no names, credit card numbers, or email addresses are stored. Square provides us business reports only indicating what card was used and its last four numbers.
METHODS OF PAYMENT
We accept several methods of payment. We accept American Express, Visa, MasterCard, and Discover credit cards directly during Checkout. If you have an Amazon.com or PayPal account, you can Pay with Amazon, or Pay with PayPal. We also use Square for our offline processing, typically during Pen Show events, or related events. No surcharges are ever added for any of our payment methods.
For personal pickups, if done, we can receive direct payments with cash, or PayPal Payment via an email address that we will provide.
We do not except personal checks for payment.
You can order directly from our website, www.ladapenco.com, 24 hours a day, 7 days a week.
The possible exceptions are we are updating our website's content/inventory, or attending a pen show/remote event. In those cases, our order processing is usually placed offline. Our homepage and site will always indicate if our website is down, or, if our order processing is temporarily offline.
Once in receipt of your electronic order, we will fulfill your order, and provide you with an email order confirmation. We try to maintain accurate inventory for products offered for sale. Each of our handcrafted items are unique and one of a kind. If for any reason our electronic ordering system has "accepted" duplicate orders, or any orders that "exceed" available quantities, we will notify you and work to correct the problem, offering a refund if needed.
You can use our website search tool, to search for items using any words, some examples:
LPC-162, ballpoint, red, blue, wood, acrylic, fountain, box, refills, etc.
If you have created an account, you can log in to check your orders, current and past, and update your shipping address, and billing information.
We provide periodic email newsletters for new items, promotions, news, and sales. If you would like to subscribe, you can simply Sign Up, using your email address, to join our Mailing List. To unsubscribe at any time, simply select the Unsubscribe link in your email, or ÃƒÂ¢€Ã…â€œre-enterÃƒÂ¢€Ã‚Â your email with our Sign Up page, to receive instructions on how to Unsubscribe.
All prices online are in US dollars, reflect our current prices, and are subject to change without notice. In the event that a product is listed at an incorrect price due to typographical error, data entry, or error in pricing information, we shall have the right to refuse or cancel those respective orders, regardless of whether or not the order has been confirmed and your credit card charged.
Lada Pen Company resides in New Jersey, USA. We automatically charge NJ Sales Tax for any orders delivered to a New Jersey address, or purchased at a venue in New Jersey.
SHIPPING & HANDLING
We currently ship to domestic USA and Canada.
For orders received before 11:00 noon EST, Monday through Friday, we will ship that same day, provided the product(s) ordered is(/are) in stock and it is not a holiday. Orders received after 11:00 noon EST, Monday through Friday, will ship out the next business day.
Orders for a custom item may take from 7-21 days to ship depending on our stock and custom order back log. When we discuss a custom order with you, we will discuss when we expect to complete it and ship it to you. Online orders are not processed for shipping on Saturday, Sunday, and Holidays. We use USPS for shipping your products. The shipping fee will be shown during the Checkout Order process.
We use USPS Priority Flat Rate shipping, so you should receive products within 2-4 business days within the USA, a day or two longer to Canada. Currently USPS delivers on Saturday, but that is subject to change. Delivery times outside the USA may take from 7 to 21 days to receive.
Unless otherwise specified, all content appearing on our website, including text content, site design, logos, graphics, photos, and images, as well as the selection, assembly and arrangement thereof, are the sole property of Lada Pen Company, Copyright © 2012-2019, all rights reserved.
No materials from our website may be copied, reproduced, republished, uploaded, posted, transmitted, or distributed in any form, or by any means, without our prior written permission. Unauthorized use of the materials appearing on this website may violate copyright laws and could result in criminal or civil penalties.
Policies, Terms, and Conditions, Revision 1-3-2019