Frequently Asked Questions

Our **Customer Service Department** is available **Monday through Friday, 10:00 AM to 6:00 PM EST**. For immediate concerns or assistance, we recommend calling us directly to speak with a representative. We're here to help and can be reached by phone, email, or through Live Chat.

Live Chat is a helpful tool for discussing products and asking general questions. Please note that a Customer Service Representative is available to chat **Monday through Friday, 8:00 AM to 5:00 PM PST**.

Emailing us at sales@gpenstore.com is also a great way to seek assistance, and you will receive a timely response from a representative ready to help!

Yes, it's important to be aware that all international shipments are subject to fees when crossing borders. Generally, Customs will implement taxation and brokerage fees that vary based on the destination country, the distance the package travels outside US territory, and the value and weight of the package. It's common for these charges to be applied to any international shipments. We are doing our best to try and establish a uniform brokerage fee for all international packages.

Please note that taxation is determined by Customs and is beyond our control. Any taxes or fees applied to the shipment are the sole responsibility of the buyer. Please understand that these fees are normal for international shipments.

For further inquiries regarding international shipping, please contact our Customer Service Department **Monday through Friday, 10:00 AM to 6:00 PM EST**. You can reach us via email at sales@gpenstore.com or by phone at **+1 (719) 496-1740**.

All orders require processing time before shipment. Our general processing times are between **3-5 business days**, though this may be extended during busy shopping seasons or sale periods. Customers can choose from various shipping methods based on their preferred delivery speed. We primarily use **UPS and USPS** for our courier services.

Please keep in mind that all delivery times presented at checkout are estimates provided by the couriers and are not guaranteed.

**Note:** Orders placed during non-business hours, including weekends, evenings, and holidays, will be processed once regular business hours resume, which are between **Monday-Friday, 10:00 AM - 6:00 PM EST**. If you select USPS for shipping, their transit times are not guaranteed. For example, Priority 2 Day shipping may sometimes take up to 4 business days for delivery, and USPS does not offer recourse for such delays.

If you have any further inquiries, please contact our Customer Service Department anytime **Monday through Friday, 10:00 AM to 6:00 PM EST**.

**Route's Green Package Protection** is a comprehensive package protection solution that offers coverage for your order in the event it gets lost, stolen, or damaged while in transit. Beyond protecting your purchase, it also contributes to protecting our planet. We understand how frustrating it can be when something happens to your order, which is why we've partnered with Route to provide added assurance and support, no matter the circumstance. You can easily add Green Package Protection during checkout.

Every time you opt for Green Package Protection with your order, Route makes a donation to support an **agroforestry initiative** that actively removes CO₂ from the atmosphere and fosters a thriving ecosystem.

With "**Green Package Protection**" added at checkout, Route covers the cost to neutralize shipping emissions. This means "Green Package Protection" shipping includes the same package protection benefits as before, with the added benefit that your shipment is carbon neutral. By adding Green Package Protection to your cart, you're automatically taking instant climate action – no additional donation is required from you.

Route has partnered with **Patch**, a reputable carbon credit marketplace, to facilitate the purchase of carbon credits that neutralize your shipping emissions. Carbon credits represent a certified unit of carbon removal or avoidance, delivered by environmental projects, and can be purchased to naturally remove carbon from the air. Patch works with high-integrity carbon removal projects that are thoroughly vetted and certified by respected organizations such as Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.

Once your order has been fulfilled by our team, a shipping confirmation email containing your **tracking number** will be sent to you. You can use this tracking number to monitor the progress of your shipment.

If your **Route-protected** order unfortunately ends up lost, damaged, or stolen, Route’s expert support team is there to help ensure your order gets replaced or refunded, as per your preference. Claims filed with Route are typically reviewed for approval within **1-2 business days**.

Refunds: When refunding an item, Route covers the subtotal, shipping costs, and any applicable taxes, provided the merchant has Automatic Issue Resolution enabled. Please note that the Route Premium cost itself will not be refunded.

Reorders: Route will reorder the items for you, subject to in-stock availability. If any items are unavailable, they will be refunded. Route covers the cost of any reorders, including shipping, taxes, and the Route Shipping Protection fee.

Here’s a guide on when to file a claim with Route:

• **Marked As Delivered (Stolen):** Claims will be reviewed no earlier than **5 calendar days** and no later than **30 calendar days** from when the order was marked delivered. Please note, some order issues may require a police report to be filed.
• **Stuck In Transit (Lost):**
  • For domestic orders, claims will be reviewed no earlier than **2 calendar days** and no later than **30 calendar days** from the last tracking update. The maximum filing time is **365 days** from the order date.
  • For international orders, claims will be reviewed no earlier than **20 calendar days** and no later than **30 calendar days** from the last tracking update. The maximum filing time is **365 days** from the order date.
• **Damaged:** Claims for damaged items require photos of both the packaging and the item(s) and must be filed no later than **30 calendar days** from when the order was marked delivered.

Our warranty specifically applies only to **electronic parts (batteries & chargers)**. All of our tanks and coils are considered **consumable** items, meaning they will require replacement periodically. Each tank/coil has a specific durability index. **Backordered items** are usually replenished in **2-3 weeks**.

Absolutely! All **Grenco Science electronics (battery + charger)** are automatically covered under a **one-year Warranty**. This valuable service is provided to all our customers without any additional purchase required.

If you are experiencing any issues with your **G Pen Battery** or **G Pen Charger**, please don't hesitate to contact our Customer Service Department for assistance. You can reach us by email or phone during our office hours:

Office Hours: Monday through Friday, 9:00 AM to 5:00 PM PST

Please keep in mind that for warranty replacements, a copy of your receipt or proof of purchase is required. While we are always happy to provide assistance even to those without this documentation, providing a receipt enables our Customer Service representatives to help you more efficiently. Without a receipt, a nominal fee may apply for warranty replacements.

Unused tanks can be returned for store credit within the **7-day period** after the ship date.

We proudly offer a **1-year warranty** on all electronic items (not including Tank / Coil systems). If you're experiencing an issue with the G Pen Battery, please contact Customer Service for information on how to get the item replaced.

To qualify, you must have purchased from our website directly or have a valid receipt to show the date of purchase and the store in which it was purchased from. We do not assist with **counterfeit products** or any items purchased from third-party websites, as most of the counterfeit items are distributed through those channels.