FAQs

Frequently Asked Questions

Shipping

When will I receive my order?

It depends on where you are! However, we aim to ensure that you receive your order as soon as possible.

Once your order is successfully submitted, our team processes your order within 2-3 business days. It is then packed and shipped to you.

*Please note that our delivery times (shown below) are estimates and may vary according to external factors outside of Paper Pens' control.

These factors may include, but not limited to, extreme weather conditions, technical failures, custom delays, etc.

Estimated* Delivery Times:

Domestic Australian Orders: 3-4 Business Days

Rest of Oceania: 5-7 Business Days

Asia: 7-10 Business Days

Europe: 8-10 Business Days

North & South America: 10-12 Business Days

My pens haven't arrived yet, can you help me find my order?

We love how excited you are to receive your pens! We are too :)

If your case has not arrived within 14-21 business days after being shipped, email info@paperpensco.com and someone from our customer service team will be ready to help you.

Your trust and support means the world to us and we thank you for your kind patience while your pens are in transit!

Is there a tracking number on my order?

Unfortunately, because of our parcel's weight, our shipping carrier (Australia Post) does not offer real-time tracking.

If we were to offer tracking, we would need to upgrade our shipping category and that means we would not be able to offer free shipping anymore!

Does Paper Pens Co. ship internationally?

Yes we do! Simply begin typing your address at checkout and choose the correct option that pops up.

Isn't international shipping bad for the environment?

We get why you may think shipping around the world is bad for the environment but here is something to think about: traditional brick and mortar stores generally require goods to be shipped to them from long distances, customers to drive to their locations to shop, and may regularly throw out products they don’t sell.

Unlike bigger companies, we make cases in small batches so we never have overstock. This way we prevent excess waste and limit our carbon emissions!

In addition, we ship carbon neutral with Australia Post!

Do you really offer carbon neutral shipping?

Absolutely! We have partnered with Australia Post and every parcel that is sent with them is sent carbon neutral. Read more here!

Is your packaging eco-friendly too?

Yes!! We have sustainably certified shipping packages that can be composted!

How much is shipping?

Free!

Where do you ship from?

Sydney, Australia 🇦🇺!

Original Paper Pen Details

What are your pens made out of?

The Original Paper Pens are made of 70% recyclable kraft paper, 25% ABS resin (commonly known as styrofoam) and the remaining 5% is made up of brass and the ink. The percentages are comprised of content by weight.

Our ultimate goal is to achieve 100% biodegradability by either replacing the ABS plastic with PLA plastic (plant-based plastic) or researching ways to not use plastic at all. We are not there yet, but we will keep trying and we believe 70% biodegradability is better than none. #BelieveInBetter

What makes the Original Paper Pens eco-friendly?

While people measure eco-friendliness in various ways and by different standards, we measure it by the way we minimise harm to the environment in comparison to traditional plastic biro pens. We are completely aware of the greenwashing happening—using eco-friendliness as a marketing tool to sell more products— and are actively trying to avoid being lumped into that category. For us, that means we have never claimed to be perfect, and are transparent about it. We strive to be better and better with every business decision we make and always document our journey through our social media platforms.

From manufacturing to packaging, here’s how we hope to displace waste and pollution in the stationery industry:

Materials

  • We use unbleached recyclable and biodegradable kraft paper that makes up the body and cap of the pen. Each Original Paper Pen saves up to 4.7g of plastic from being produced.
  • Our compostable material helps to reduce landfill waste, breaking down completely without leaving behind any toxic residue.
  • Solid waste landfills are one of the largest man-made sources of methane gas (CH4) in the US. Methane is known to trap heat and is a powerful greenhouse gas that is linked to climate change and global warming.
  • What good is a plant-based material if it’s not beautiful and functional? We agree! A pen that does not last long or is flimsy is just another piece of junk, regardless of its properties. That’s why we always iterate our products to ensure that the Original Paper Pen is designed to serve you for as long as you need it.
  • Our packaging material is 100% recyclable and biodegradable and is sustainably certified with:
    • The Australian compostability standard, AS5810.
    • The Quality management system, ISO9001:2015.
    • The Environment Management System, ISO14001:2015.
    • REACH Certified: the European Regulation on Registration, Evaluation, Authorisation and Restriction of Chemicals.
    • RoHS Certified: Restriction of Hazardous Substances.

Manufacturing

  • Our pens are predominately manufactured in the Jiangxi Province in China, where the paper is grown and materials sourced. It is then joined together along the ridges of the pen.
  • Although wherever we can in the process, we also use local businesses and resources to help fill our needs. Not only do we love supporting our local makers in Sydney, this helps us reduce our transportation of goods footprint.
  • For example, recently we trialled sourcing ink cartridges here in Sydney!

Where are the pens manufactured?

Our pens are predominately manufactured in the Jiangxi Province in China, where the paper is grown and materials sourced. It is then joined together along the ridges of the pen.

Although wherever we can in the process, we also use local businesses and resources to help fill our needs. Not only do we love supporting our local makers in Sydney, this helps us reduce our transportation of goods footprint.

For example, recently we trialled sourcing ink cartridges here in Sydney!

Many people are wary of buying products made in China. Can you describe how you oversee the facility where the Original Paper Pens are made and what measures are in place to ensure that environmental standards are maintained?

We understand why people are wary about manufacturing in China – we certainly were when we started out! However, we think it’s important to stress that, like any country, China has a huge range of producers – from the very ethical to the downright shady. We’ve researched more than 100 Chinese factories and seen the full range. We’re confident that our producers are at the much more ethical and sustainable end of the spectrum or we wouldn’t be working with them.

That being said, we are also in the process of becoming independently certified. See in Our Impact page here.

How long do the pens last?

How long the pens last depends on how often you use them! Although if you draw in a straight line, theoretically it should last about 1km (0.62 miles).

Are the pens water-proof?

All paper that is not lined with plastic is not water-proof, and our pens are no exception - we don't line them with plastic!

However, that being said, a few splashes on the pens won't do them any harm, nor will having damp hands. It may change the colour slightly, however!

Are your pens left-handed friendly?

Absolutely! We use a fast-drying ink to ensure that smudges on your hands are minimised!

Warranty and Returns

What if I am not happy with my Original Paper Pens?

If you are not 100% happy with your pens within 14 days of receiving it, please contact us at info@paperpensco.com and we will work with you toward the best solution to help resolve any issues you may have encountered during your shopping experience or with our products.

Please note: Customer is responsible for costs of postage as our free shipping does not cover exchanges or returns.

What happens if my pen is faulty?

While our products do go through quality assurance before being sent off, some defective pens may slip through. If this happens, simply contact us at info@paperpensco.com and we will work with you toward the best solution to help resolve any issues you may have encountered during your shopping experience or with our products.

Please follow our exchange procedure, customers are responsible for the return shipping.

Where are the pens manufactured?

Our pens are predominately manufactured in the Jiangxi Province in China, where the paper is grown and materials sourced. It is then joined together along the ridges of the pen.

Although wherever we can in the process, we also use local businesses and resources to help fill our needs. Not only do we love supporting our local makers in Sydney, this helps us reduce our transportation of goods footprint.

For example, recently we trialled sourcing ink cartridges here in Sydney!

When is the best time to contact Paper Pens Co. customer service?

We're a small team, wearing a lot of hats but we will always try to provide the best-est and most human customer experience! The best time to reach us is Monday-Friday 9AM - 5PM Australian Eastern Standard Time. We will do our best to get back to you as soon as we can and thank you for your ongoing support and patience.

You can contact us via Facebook messenger, drop us a line on the website or email us at info@paperpensco.com. We will respond to your enquiry within 6 hours, excluding weekends and Australian holidays. See more about contacting us here.

STILL HAVE QUESTIONS?

Contact us at info@paperpensco.com!