Frequently Asked Questions - Pen Shelf : Elegance Redefined

1. General Questions

1.1 What is Penshelf.com?

Penshelf.com is a premium online stationery store offering a curated collection of pens, diaries, color pencils, and other stationery essentials. We bring high-quality brands directly to your doorstep.

1.2 How can I contact customer support?

support@penshelf.com

9886260378

Monday to Friday ( 9am to 6pm)

1.3 Do I need an account to place an order?

No, you can checkout as a guest. However, creating an account allows you to track your orders, save addresses, and receive exclusive offers.

2. Ordering & Payments Frequently Asked Questions

2.1 How do I place an order?

Browse products on www.penshelf.com.
Add your favorite items to the cart.
Proceed to checkout and enter your shipping details.
Make a secure payment using Razorpay.
Receive order confirmation via email.

2.2 What payment methods do you accept?

We process payments securely via Razorpay and accept:

✔ Credit/Debit Cards (Visa, MasterCard, Rupay, etc.)
✔ Internet Banking & UPI & Wallets (Google Pay etc.)

For more details, please refer to our Terms & Conditions.

2.3 Is my payment information secure?

Yes! We use SSL encryption and do not store your payment details. Payments are processed securely via Razorpay, a leading payment gateway.

2.4 Can I cancel my order?

Orders can be canceled before they are shipped.
If your order has already been dispatched, please refer to our Return & Refund Policy.

To cancel, email us at support@penshelf.com with your order ID.

3. Shipping & Delivery

3.1 Who handles the shipping and delivery?

We have partnered with Shiprocket, a trusted logistics aggregator, to ensure fast, secure, and reliable delivery of your orders across India. Shiprocket works with multiple courier partners to offer the best shipping services based on your location.

3.2 Where do you deliver?

We currently ship across India. At this time, we do not offer international shipping.

✔ Free Shipping for orders above INR 1000.
✔ A nominal shipping fee applies to orders below this amount, which will be displayed at checkout.

Shipping costs are calculated dynamically based on your location and the courier partner assigned by Shiprocket.

3.4 How long does delivery take?

Estimated delivery timelines based on your location:

Metro Cities: 2-5 business days
Other Areas: 5-10 business days

Delivery times are subject to courier availability and external factors beyond our control (e.g., weather conditions, courier delays, etc.).

3.5 How can I track my order?

Once your order is shipped, you will receive a tracking link via email/SMS. You can also track your order:

On our website: Log in and go to My Orders.
Using Shiprocket’s tracking portal: Enter your tracking ID on their website for real-time updates.

3.6 What if my order is delayed?

While we strive for timely deliveries, delays may occur due to unforeseen circumstances. If your order is significantly delayed, please contact support@penshelf.com, and we will coordinate with Shiprocket to resolve the issue.

For more details, refer to our Terms & Conditions.

4. Returns & Refunds

4.1 Can I return a product?

Yes! We accept returns under the following conditions:

✔ Item is unused & in original packaging.
✔ Return request is raised within seven (7) days of delivery.

For details, refer to our Return Policy.

4.2 How do I initiate a return?

Email us at support@penshelf.com with your order details. Refer to our Return Policy.
We will guide you through the return process.
Once approved, ship the product back to us.
Receive your refund/replacement as per policy.

4.3 What if I receive a damaged product?

In case of damage, email us at support@penshelf.com with:

✔ Order ID
✔ Clear photos of the damaged product & packaging

We will arrange a replacement or refund as per our Return Policy.

5. Warranty & Product Authenticity Frequently Asked Questions

5.1 Do your products come with a warranty?

The warranty for each product is provided by the respective brand and not by Penshelf.com.

For warranty-related concerns, please contact the brand’s customer service directly.

5.2 Are all products on Penshelf.com genuine?

Yes! We only sell 100% authentic, brand-certified products sourced directly from trusted suppliers.

For more details, refer to our Terms & Conditions.

6. Privacy & Security

6.1 How is my personal information used?

We collect personal data only to process orders, provide support, and improve user experience. Your data will not be sold or shared with third parties for marketing purposes.

6.2 Do you use cookies?

Yes, we use cookies to enhance website functionality and improve user experience. You can manage cookie settings in your browser.

More information in our Privacy Policy.

7. Intellectual Property

7.1 Are the images & product descriptions on the website owned by Penshelf.com?

No, product images and descriptions are provided by the respective brands.

For more details, refer to our Terms & Conditions.

8. Legal & Dispute Resolution

8.1 What happens if there is a legal dispute?

Any disputes related to transactions, policies, or services will be governed by Indian laws and fall under the jurisdiction of the courts of Jamshedpur, Jharkhand.

Refer to our Terms & Conditions for more details.

8.2 How can I report a privacy violation?

If you believe your privacy rights have been violated, contact us at support@penshelf.com