FAQ

Special Requests

I want a product that is currently out of stock. Can I make a request?

Certainly! We are always happy to order something on your behalf if we are out of stock. Likewise, if you don't see something you are looking for from a brand that we carry, we can make a special order for you as well. To make arrangements for a restock, special order, or a pre-order, please contact us for details.

From time to time, we may offer promotional codes for purchases from our website. Please note that such codes can only be applied for purchases of in-stock products.

I would like to order customized stationery for a corporate/group event. How can I find out more?

We are happy to help you create a special gift package for your next corporate or group event. Simply reach out to us, and we will get back to you with some options for some fantastic stationery gifts.

Promotional Offers

I have a discount code for your website. How do I use it?

Discount codes can be applied at checkout. Simply enter the code at the right hand side of the shipping and payment info page.

The sale discount isn't working for items in my cart. Is there an error?

Unless otherwise stated, discount codes and promotional offers cannot be applied for purchases of Anglepoise, Hobonichi, Troublemaker Inks, TWSBI and Phidon Pens store-exclusive products, nor can they be applied to special request orders, customization orders or pre-orders. All sale discounts are applicable only for in-stock products.

Gift card purchases are excluded from all promotional offers.

Can you adjust the price for items in my order?

Please note that special offer codes cannot be retroactively applied to orders, and are only valid for purchases made within the specified promotional period.

Shipping Policy

Do you offer local pick-up?

We offer store pick-up for local customers at no charge. Our regular shop hours are as follows:

Monday - Friday   10:00 - 18:00
Saturday - Sunday  10:00 - 16:00

Please have your order pick-up confirmation ready when visiting to receiving your order.

What are the shipping costs within Canada?

We offer the following shipping rates depending on the delivery address:

All orders ship via Canada Post's Expedited Service and includes a tracking number.

Do you ship internationally?

All orders to the United States will ship for a flat rate of $ 39.95 CAD via Canada Post's Expedited Service and includes tracking number.

We offer international shipping to selected countries via Canada Post's Xpresspost service, which includes delivery tracking. The default shipping rates for international shipping start at $85, but for smaller/lightweight orders under 1kg, we may be able to offer a more economical option. Should you wish to find out more, please contact us to make alternative arrangements via a custom order invoice.

For destinations not available by default on our website, we may be able to arrange shipping on a case-by-case basis. Please contact us for more information.

How long does it take to process my order?

We aim to ship out most orders within 3-4 business days from the date of purchase. However, on rare occasions, we do fall behind when we receiving larger volumes of order than what our small team can handle. In such cases, it may take up to 7 business days before orders can be packaged for shipment. Rest assured, all orders are fulfilled in chronological order of receipt. We thank you for your patience and understanding.

Please note that some items such as special orders or customization orders may require additional time for fulfillment.

I made an error with my shipping address. What can I do?

Please contact us as soon as possible if you notice an error with the shipping address in the order confirmation email. We can only amend shipping address prior to an order going out. Once your package is handed over to Canada Post, we have limited ability to redirect the package. The customer will be responsible for any necessary re-shipping fees should there be an error with the shipping address submitted for the error.

Do you ship out bottled inks during Winter?

To avoid breakages and damage, we will only ship out orders containing ink products on Mondays between the months of December to March. Some brands of inks may also be excluded from shipping entirely during this time due to the fragile nature of their bottles. However, all items will still be available for in-store pick-up for local customers.

Returns & Exchanges

I've changed my mind about a purchase. Can I make a return? What about an exchange?

All purchases are final sale and we do not offer refunds on purchases. If you have an issue with your order or would like to make an exchange, please contact us to discuss details. The customer may be responsible for all shipping costs relating to any exchange requests.

Please note that we cannot offer exchange on pens once they have been inked.

My pen is not writing as I expect it to. Can you help me out?

We want you to be happy with your purchase. If a product isn't working the way it should, please reach out to our team for assistance and we will help to get it fixed.

My products arrived damaged. What can I do?

Though we will always do our very best to ensure that your products arrive to you in pristine condition, sometimes mistakes can happen in transit. Please contact us as soon as possible once you receive your order if something has gone wrong.

About the Phidon Club

What is The Phidon Club?

The Phidon Club is our rewards programme that gives you 1 point per $1 spent (based on your product subtotal) at our brick and mortar store and on our website. To take part in the programme, we ask that you sign up for an account through our website prior to completing your purchase on our website.

Once you've collected 100 points, you'll be eligible to redeem for a discount coupon on your next purchase!

I made a purchase on your website/in-store, but the points are not showing up in my account. What can I do?

We launched The Phidon Club on October 1st, 2022, and all purchases made beginning from that date onwards should automatically qualify for points collection. If your points are not showing up in your account, please reach out to our team within 7 days from date of purchase, and we would be more than happy to investigate and manually adjust the points balance for you.

I received a refund. What happens to the points originally earned on my purchase?

If you received a refund for any reason, an equivalent amount of points (based on the refund subtotal before taxes) will be automatically deducted from your account.