FAQ

At PenRx, we've done our best to create a Web site that anticipates and satisfies our customers' needs. With that goal in mind, we've compiled a list of frequently asked questions. If you do not find an answer to your question here, contact us at 519-504-3744 or    pens@penrx.ca

Shipping to PenRx
How should you ship pens to PenRx?
PenRx strongly suggests that you ship pens here with the pen inside a crush proof tube, and this then inside a sturdy box. This should ensure that it will endure whatever the Postal Services decide to throw at it. For peace of mind on both parties behalf, we also strongly suggest that you ship with a trackable signed for service. PenRx cannot be held liable for packages which are not signed for by PenRx. As occasionally the Postal Services do place assorted labels on packages, please include a note inside the package with the return address and either an email address or phone number so we can contact you should there be need to discuss the repairs required on your pen. Also include what it is that you wish to be done on the pen, so that we are sure of the direction to take when the pen is unpacked and placed in the queue for repair.

Also, please remember to empty your pens prior to shipping. A pen which is full can leak during shipment and ruin the pen, not to mention the mess it makes when it is opened here. If you are shipping a pen which uses cartridges, please include a new cartridge with the shipment, so that we can test the pen after any repairs have been completed.

Items for repair or restoration should be sent to the following address:

Leadtime
What is PenRx standard lead time to return pens?
We do not have a standard lead time, and prefer to not quote a turnaround. At PenRx we strive to keep repair times to a minimum, but to ensure a high standard of work on your pens we take the appropriate time to do the repair correctly. Once your pen reaches us we will send an email to let you know that it has arrived, and at that point we will determine a rough estimate of the time required to perform the services requested. When the pen is complete, we will issue a second email stating that the pen is ready for shipment and an invoice will be attached. When we receive payment the pen will be mailed via an insured trackable method by Canada Post.

How much will it cost to repair my pen
All of the prices for standard services are listed on the PenRx services page. If your pen requires other than standard services you will be contacted when the pen arrives, via email, to describe what additional charges will be required. If you decline the additional work, a standard $20 fee to assess the pen will be charged, and the pen will be returned to you as is.

Billing
How will I be billed, and how can I pay for PenRx services
PenRx will issue an invoice to the customer via email when the pen is complete. Payments can be made via paypal or via bank wire transfer. Credit Cards can also bee accepted via paypal. Paypal payments do require an additional 3.5% surcharge to cover the cost of this service.

Warranty
What is the PenRx warranty
PenRx warranties its work for 1 year from date of repair or sale.

Coverage includes parts used in restoration and workmanship. PenRx does not cover pens which have been misused, abused or have been filled with India Ink (drawing ink). We also do not cover cracks or damage not related to the work completed by PenRx. We also do not cover pens which have been opened or worked on by anyone other than PenRx.

In case of a warrranty issue, PenRx will rectify the issue at our expense and return the pen to you. Please retain your receipt for warranty purposes. Please contact PenRx prior to sending the pen back, so that we are aware of the situation and know to expect the pen. Warranty pens are automatically moved to the front of the queue to expedite the return process.

What currency does PenRx use?

PenRx does business in US dollars. Even though I am located in Waterloo Ontario Canada, it is in my best interest to price my services and products in US dollars. This ensures that my prices appear in line with others who also offer these services.