You asked, we answered!
We all have frequently asked questions or would like to connect with someone, somehow, some way. At Zebra Pen we look forward to connecting with you and providing excellent customer service. Here are just a few common questions that are often asked.
Let us know if you have a question that isn’t in our FAQ. Perhaps it will make our list and assist another consumer in finding information quickly.
Frequently Asked Questions:
Can I come by your office and purchase products direct?
Unfortunately we are not able to sell product from our office in Oakville, the best way to get our products is to order through our website or buy from one of the many retailers selling our products across Canada.
Do you offer FREE shipping?
All orders over $100 will receive free shipping via courier.
How long will it take to get my online order?
All orders are processed Monday to Friday 8:30am-4:30pm EST. Please allow 1-2 days for order processing.
If you ordered via LETTERMAIL (untracked) Canada Post estimates 2-9 business days after they receive it, depending on your province. This is their most cost effective service. It’s great value, but it’s not tracked and Canada Post doesn’t guarantee timelines.
If you ordered via CANADA POST PRIORITY or EXPEDITED, Canada Post guarantees delivery within 2-4 business days after it has been lodged. You will receive a tracking number via email once it has been entered into their system.
What lead can I use to refill my pencils?
Any appropriate lead diameter will work with our mechanical pencils, but it is important to note that our product performance tests are based on the usage of Zebra Pen brand leads.
Does Zebra sell parts for their products, such as caps or barrels?
We do not sell product parts other than refills and eraser replacements.
What is post-consumer waste?
Post-consumer waste is the garbage that individuals routinely discard. The Zebra Eco line of products uses these discarded goods to create various components of the writing instrument. Some of the waste products that are used to develop the Eco writing instruments are cell phones, battery cases, car headlights, and compact disc cases.
Do Zebra’s Eco products meet the same quality standards as Zebra’s other branded items?
Yes, Zebra’s Eco products perform up to the same quality standards that Zebra uses for all other products.
Does Zebra Pen Corp. guarantee their products?
Zebra Pen Canada Corp. guarantees the performance of their writing instruments. If your writing instrument fails to perform properly, please send your defective product(s) for repair or replacement to the below address. Please note that this guarantee is void in the event that there is evidence of abuse beyond reasonable wear and tear.
Zebra Pen Canada Corp.
Attn: Customer Service
2300 Bristol Circle #3
Oakville, ON L6H 5S3
How do I obtain a Safety Data Sheet (SDS), formerly known as a Material Safety Data Sheet (MSDS)?
Please contact our Customer Service Department: firstname.lastname@example.org or 1-800-511-4040
How smooth is smooth vs smoother vs smoothest?
Smoothness is defined by something called the “coefficient of friction” which is ratio between the force necessary to move one surface horizontally over another surface and the pressure between the two surfaces. ZEBRA’s Emulsion Ink Technology has the lowest (best) friction measurement of anything currently on the market, which can be found in our Z-Mulsion line of products and are available in a wide variety of colours and point sizes.
Do Zebra Pens work in cold weather?
In general, the majority of our inks will function as intended in cold temperatures not lower than -5 degrees Celsius, but may vary based on conditions. Conditions such as air humidity, how long your pen has been expose to the elements, as well as the particular writing surface. Since Zebra cannot duplicate every possible condition, we would always recommend that you test for performance for your particular situation. We always guarantee our products, so if they fail to perform properly, they can return it to Zebra Pen Canada Corp. for replacement.
Are Zebra Pens and Pencils latex free?
Yes, all ZEBRA products are latex free.
Making the most of your Zebra Pen — installing refills
Is my ZEBRA Pen Refillable?
We know you love your writing instrument and don’t want to give it up once the ink runs out! For this reason, we offer refills for many ZEBRA Pens to allow you to hold onto your beloved writing tool. Use the search bar at the top right of any page on ZebraPen.ca to find your pen on our website and the site will provide a link to the refill, if applicable.
Does ZEBRA Pen carry red and green refills?
Unfortunately we do not carry green refills, but we do carry red refills for select pens. Please call Customer Service at (800) 511-4040 if you are unable to locate the appropriate red refill.
How do I refill the V-301 fountain pen?
Holding the grip in your hand, twist the barrel counter clockwise to unscrew and open the pen. Pull out the current cartridge and then insert the refill into the grip side, small end first, until you hear a small “pop”. The pop indicates that the seal has been broken and it’s locked firmly in place. Twist the barrel and grip back together and you can resume enjoying your V-301 fountain pen!
How do I refill your StylusPen?
Our StylusPens come in 4 different styles and each style has a different method to replacing the ink cartridge:
1) Retractable Ballpoint Pen
Holding the barrel of the pen in your hand, twist the tip off counterclockwise to unscrew it and open the pen. The spring will be right there, be careful not to lose it! Take out the empty ink cartridge and replace it with a fresh refill, then replace the spring and screw the tip back on. Enjoy!
2) Telescopic Ballpoint Pen
Holding the grip in your hand, twist the tip counterclockwise to unscrew and open the pen. Be careful as the tip and metal cover are two separate pieces, don’t lose those! Pull out the current refill and then insert the refill into the grip side, hollow end first, until you feel resistance. Maneuver the refill side to side to ensure a good fit. Twist the barrel and tip pieces back together and you’re all set!
3) Capped Ballpoint Pen
Remove the cap from the pen to be put aside. Holding the barrel in your hand, twist the grip counter clockwise to unscrew and open the pen. Pull out the current cartridge and then insert the refill into the grip side with the spring, ballpoint tip first. Twist the barrel and grip back together, replace the cap, and you can continue enjoying your capped ballpoint StylusPen!
4) Twist Ballpoint Pen
Taking each end of the pen, pull the two halves apart until the clip end comes away from the tip end. Unscrew the black tube counterclockwise until it you can pull out the whole ink cartridge. Replace this empty cartridge with a refill, twisting it clockwise into place. Replace the clip end until they come together in the middle. You’re all set!