Shipping Policy

The price you see is the price you pay. Every order ships fully tracked, and on every international order, duties and import taxes are already paid by us. Spend over your country's free-shipping threshold and the shipping is on us too.

At a glance

Destination	Free shipping	Below the threshold	Delivery after dispatch	Duties & taxes
United Kingdom	Orders over £29	Shown at checkout	Next working day (Royal Mail Tracked 24)	Not applicable
United States	Orders over US$49	Shown at checkout	3–5 working days	Paid by us
Canada	Orders over CA$99	Shown at checkout	3–7 working days	Paid by us
Australia	Orders over A$99	Shown at checkout	3–7 working days	Paid by us
New Zealand	Orders over NZ$99	Shown at checkout	3–7 working days	Paid by us

Thresholds are calculated on the order subtotal after any discount code and before shipping. For orders below the threshold, the exact shipping cost is shown at checkout before you pay. Every order is fully tracked, and signed-for delivery is available as an option.

You will never pay customs on delivery

We ship every international order — United States, Canada, Australia and New Zealand — on a Delivered Duty Paid (DDP) basis. Every import duty, customs charge and sales tax is settled by us before your parcel moves, so there is nothing to pay when it arrives.

If a courier ever asks you for an import fee, do not pay it. Forward the message to support@drpenstore.com and we settle it with the carrier directly. If you have already paid, we refund you in full.

This is the difference between us and sellers who ship duty-unpaid: a $299 pen that arrives with a $70 customs demand is not a $299 pen.

Dispatch and delivery times

Orders are packed and dispatched within 1–2 working days. You receive a dispatch email with your tracking number the moment your parcel leaves us.

Every device is inspected and serial-checked before it is sealed. We do not drop-ship, and your order never sits in a third-party fulfilment queue.
Delivery times in the table above count from dispatch, in working days (Monday to Friday, excluding public holidays).
We use USPS in the USA.
Orders placed at weekends or on public holidays are dispatched on the next working day.

These are the carriers' working estimates, not guarantees. If your order runs late, the section below sets out exactly what we do about it.

Tracking

Every order ships fully tracked; there is no untracked option.

Tracking can take up to 24 hours to show its first scan.
Track any time from your account, from the link in your dispatch email, or through our chat at any time.
If your tracking has not moved for 3 working days, write to us. We open the carrier investigation ourselves, the same day, so you never have to chase a courier.

Please give a valid email address. Your dispatch confirmation and every tracking update are sent to the email address entered at checkout. We do not verify email addresses, so it is your responsibility to make sure yours is correct; we cannot be responsible for updates that do not reach you because of an incorrect address.

If something goes wrong

Situation	What to do	What we do
Your parcel is late	Contact us if it has not arrived within 3 working days of the estimated delivery date	We open a carrier investigation. If the carrier confirms the parcel was lost before delivery, we resend your order or refund you in full
It arrives damaged	Contact us within 48 hours of delivery with clear photos or video of the item and the outer packaging; keep the packaging until the claim closes	Once the claim is confirmed, we send a replacement or refund you. Claims made after 48 hours or without evidence may not be eligible
Tracking says delivered, but nothing arrived	Check with neighbours, your safe place and others at the address, then contact us within 7 days of the delivery scan	We share the delivery record (and the signature, where one was taken) and raise an investigation with the carrier
We sent the wrong item	Contact us as soon as you notice	We ship the correct item immediately and arrange free collection of the wrong one. You never pay return postage for our error

Once your parcel is delivered

Our responsibility for an order ends once tracking confirms delivery to the address entered at checkout.
A parcel that goes missing or is stolen after a confirmed delivery is a matter of theft. We are unable to refund or replace it; please report it to the police and your home insurer.
A parcel left with a neighbour or in a safe place, at your request or under the carrier's delivery rules, counts as delivered.

Delivery addresses

Please check your address carefully before paying. We can change it only while the order is still unfulfilled; once dispatched, it cannot be altered.

No PO Boxes. Every order ships fully tracked, so it needs a street address.
Your address is your responsibility. We do not confirm or verify delivery addresses; we ship to the address entered at checkout. We cannot be responsible for parcels delivered to an incorrect or incomplete address you provided.
Undeliverable or refused parcels. If a parcel comes back to us because the address was wrong or incomplete, it was not collected, or delivery was refused, we issue store credit for the value of the goods, valid for 3 months. Original shipping is not refunded, and any cost to resend the order is paid by you.

Payment disputes

Please contact us before opening a dispute or chargeback — most issues are solved within one working day. If a dispute is opened for an order that tracking shows as delivered, we provide your bank or payment provider with the full tracking history, delivery confirmation and, where taken, the signature record.

Changes, pre-orders and split shipments

Changing or cancelling. Email us as soon as you can. If your order has not been packed yet, we amend or cancel it and refund you in full. Once it has shipped, our change-of-mind policy applies: unopened products with the factory seal intact only, return shipping paid by you.
Pre-order items. If your order includes a pre-order item, the whole order is held and shipped together once that item is ready. Want your in-stock items sooner? Place them as a separate order, or contact us and we will help.
Split shipments. If items are held separately, we may send your order in more than one parcel, at no extra cost, each with its own tracking number.

Returns and refunds

Refunds are given only for unopened products with the factory seal intact. Opened products are never refunded. Because our devices and cartridges are personal-use, skin-contact products, this rule has no exceptions. It does not affect faulty products, items damaged in transit or items we sent in error — those are always covered as set out above and under our warranty.

Changed your mind? Change-of-mind returns follow the same rule — unopened, factory seal intact — and return shipping is paid by you.
Ordered the wrong product? You can return it under the same rule. You pay all shipping costs, including the original delivery and the return.
Full return conditions are in our Refunds & Returns policy.