Frequently Asked Questions (FAQ)
# Frequently Asked Questions (FAQ)
Welcome to PenArtTR. Below you can find answers to frequently asked questions about our products, orders, shipping, returns, and payments.
If you need additional assistance, please contact our customer support team.
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## Do you ship internationally?
Yes. PenArtTR ships to many countries worldwide.
Available shipping methods and carriers may vary depending on the destination. In some cases, shipping may not be available to certain countries or regions due to carrier restrictions, customs regulations, or other circumstances outside our control.
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## How long does shipping take?
Estimated delivery times after shipment are generally:
- Europe: 2–7 business days
- North America: 3–10 business days
- Asia: 3–10 business days
- Other countries: 5–15 business days
These delivery times are estimates and are not guaranteed.
Actual delivery times may vary due to customs clearance, carrier operations, weather conditions, public holidays, local courier services, or other circumstances outside our reasonable control.
Please see our Shipping Policy for additional information.
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## When will my order be shipped?
Orders are typically processed within 1–3 business days after payment confirmation.
Processing time is separate from the estimated shipping and delivery time.
Customized or personalized products may require additional preparation or production time where indicated on the relevant product page.
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## Will I receive a tracking number?
When tracking is available, tracking information will be provided after your order has been shipped.
Please allow some time for the carrier's tracking system to update after shipment.
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## Do you offer personalized calligraphy pens?
Yes. Personalization is available for selected products where the option is displayed on the product page.
Some products may be personalized with custom engraving or other available customization options.
Customized or personalized products may not be eligible for return unless they arrive damaged, defective, incorrect, or otherwise qualify for a return under applicable law or our Returns & Refunds Policy.
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## What payment methods do you accept?
We accept the payment methods displayed during checkout.
Available payment methods may vary depending on your location and the payment services available at the time of purchase.
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## Are payments secure?
Payments are processed through the secure payment methods and payment providers available during checkout.
PenArtTR does not store complete credit or debit card information.
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## Do I have to pay customs duties or import taxes?
International orders may be subject to customs duties, import taxes, VAT, brokerage fees, or other charges imposed by the destination country.
Unless explicitly stated otherwise during checkout, these charges are not included in the product price or shipping charge and are the responsibility of the customer.
Customs requirements and charges vary by country.
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## Can I return my order?
Eligible products may be returned within 30 days of receiving the order, subject to the conditions in our Returns & Refunds Policy.
Returned products generally need to be unused, in their original condition, and returned with the applicable original packaging.
Customized or personalized products may not be eligible for return unless they arrive damaged, defective, incorrect, or otherwise qualify under applicable law.
Please review our Returns & Refunds Policy for complete return conditions.
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## What should I do if my order arrives damaged, defective, or incorrect?
Please contact us as soon as possible, preferably within 7 days of delivery.
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging where relevant
We will review your request and provide an appropriate solution in accordance with our Returns & Refunds Policy and applicable law.
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## Can I cancel my order?
If you wish to cancel an order, please contact us as soon as possible.
We will make reasonable efforts to process cancellation requests before an order has been prepared or shipped.
Once an order has been processed or shipped, cancellation may no longer be possible and the applicable conditions of our Returns & Refunds Policy will apply.
Customized or personalized orders may not be eligible for cancellation once production or customization has started.
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## What happens if I enter the wrong shipping address?
Customers are responsible for providing complete and accurate shipping information when placing an order.
If you notice an error in your shipping address, please contact us as soon as possible.
We will make reasonable efforts to update the address before shipment, but changes cannot be guaranteed once an order has been processed or shipped.
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## What happens if my package is delayed or lost?
If your shipment is significantly delayed or appears to be lost, please contact us with your order number.
We will review the available tracking information and, where appropriate, work with the shipping carrier to investigate the shipment.
Please see our Shipping Policy for additional information.
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## How can I contact PenArtTR?
You can contact our customer support team using the following information:
PenArtTR
Ünalan Mah. Alaca Sok. No: 8 D:2
Üsküdar, Istanbul 34700
Türkiye
Email: support@penarttr.com
Phone: +90 553 736 53 57
Business Hours:
Monday – Friday: 09:00 – 18:00 (GMT+3)
Saturday: 09:00 – 13:00
Sunday: Closed
We usually respond to inquiries within 24 business hours.
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Thank you for choosing PenArtTR.
We are committed to providing clear product information, transparent store policies, and responsive customer support to calligraphy enthusiasts around the world.