Frequently Asked Questions

 Product Questions

 Are Pentel products covered by a warranty?

Yes. We back all our products with a Limited Lifetime Warranty. Here is a link to our Warranty information.

What does it mean when a product has the “AP Seal” on it?

Products bearing the AP (Approved Product) Seal of The Art & Creative Materials Institute, Inc. (ACMI) are certified in a program of toxicological evaluation by a medical expert to contain no materials in sufficient quantities to be toxic or injurious to humans or to cause acute or chronic health problems.  This program is reviewed by ACMI's Toxicological Advisory Board.  These products are certified by ACMI to be labeled in accordance with the Federal Hazardous Substances Act, as amended by the Labeling of Hazardous Art Materials Act, and ASTM D 4236.


What do I do when lead jams in my Orenz pencil?

Please follow the link below to a tutorial page on how to use your Orenz mechanical pencil, including how to clear lead jams.

Does Pentel sell replacement caps for their mechanical pencils?

Unfortunately, we do not sell replacement caps for our pencils.

What is the difference in lead hardness (4B, 3B, 2B, B, HB, F, H, 2H, 3H, 4H, 5H, 6H)?

Click the .PDF file below for further information on this topic. Download

What is the difference in lead size/diameter?

Download .PDF file below for more information on this topic. Download

Does your refill lead actually contain lead?

Our refill lead is made from graphite.  It does not contain actual lead.


Online Orders


Prices: USD (United States Dollars)

Pricing and products in our catalog are subject to change without notice.  Future shipments at prices shown in any Pentel publication are accepted for shipments during current year only.  Shipments at later dates in the next year will be billed at the prices prevailing at that time.

My Credit Card Statement shows DesertArc, not Is this fraudulent?

The charge to your card is correct. It is not fraudulent. works with a third-party charity organization named Desert Arc to process and ship orders. Desert Arc provides vocational training and employment to developmentally disabled adults. A portion of each sale goes to the operational costs of this wonderful organization.

What shipping method do you use?

All Pentel Store online orders are shipped via USPS Priority Mail and include a tracking number.

An item I want to purchase is showing “Out of Stock”.  What does this mean?

From time to time, certain items will be out of stock due to high sales volume.  Products are replenished frequently so please check back.

How do I cancel my online order?

To cancel an existing online order that was made on and that has not been shipped, please e-mail the Pentel Online Store at

The subject line of the e-mail should include the wording:  "Cancel My Order"

Required information that needs to be included in the e-mail is:  full name, order date and order number.  If you do not include the required information inside of your e-mail, your order cancellation might be delayed.

Once we receive your e-mail, we will cancel your order as soon as possible and you will receive a e-mail confirmation of the cancellation.

For further information on cancelling your order, you may contact the Pentel Online Store directly at (760) 200-0547.

What is the return policy?

You may return items that you have purchased at within 30 days of purchase.

All items must be returned in new condition and you must include your original packing slip inside your return shipment.  Indicate the reason for return on your packing slip.

Shipping charges are non-refundable. 

Send your return package via traceable method.  We are not responsible for a return if there is no proof of the item being returned to us at the address listed below.

Send all returns to:

Attn: Pentel Store Customer Service
73-255 Country Club Drive, Bldg. #3
Palm Desert, CA 92260-2309

Once your item is received, we will credit the value of the item and any taxes you were charged.  You will receive your credit within 7-10 business days after it has been received.

How long will it take for my order to ship and arrive?

Upon authorization of your credit card, an order confirmation will be sent to the email address you have specified.  A shipping confirmation will then be sent to the same emaill address upon shipment of your order.  Most in-stock orders are shipped within 2 business days of being placed.  Once your item(s) has shipped, delivery can take between 2-7 business days depending on location of delivery address. You can always track your order using the tracking # sent with your shipping confirmation. Simply visit and enter your tracking # in the window at the top of the page.

When will my order be processed?

We process most orders within 24 hours (Monday - Friday) after you submit your order. However, an order placed after normal business hours on Friday will not be processed until the following Monday when we resume normal operation.

What is the Pentel Store contact information and hours of operation?

You may contact us via Email:
Hours of operation: Monday - Friday 8:00am - 3:00pm Pacific Standard Time
We are closed most major holidays.

Do you ship internationally?

Pentel of America cannot process/ship orders outside the United States. For a list of Pentel's international offices, click here.

What are you going to do with my name and order information?

Pentel does not rent or sell any personal information from Web orders or any off-line orders to third parties.  For more information, see our Privacy Policy.

How do I know if I am ordering on a secure site? uses SSL with 128-bit encryption to secure your personal information, such as your credit card number, when transmitting over the Internet. When your browser is in secure mode, you will notice an unbroken key or lock at the bottom or top of the page.

My order should have arrived by now.  What should I do?

Visit and enter the tracking # provided in your shipping confirmation e-mail. If USPS shows delivery, but you do not have you package, please contact us.

Telephone: (760) 200-0547

What forms of payment do you accept?

We accept Visa, MasterCard, American Express, Discover and PayPal.  We do not accept payments in the form of personal checks or money orders.




Does Pentel accept donation requests?

Pentel of America, Ltd. receives numerous donation requests on a daily basis. We only accept donation requests via our Donation Request Form. 

Although we would like to approve each request that is made, we must verify that the event or cause closely fits our corporate objectives.

To see if your organization meets our qualification criteria, please click here to see our Donation Policy.

After verifying that you qualify, please click the link at the bottom of the Donation Policy page that will take you to our donation request form.