If my order becomes lost or stolen and the
package was not insured, will my order be replaced for free?
No. Our shipping policy clearly states that "If
loss or damage occurs we will replace your items only if the
were insured". When you place an order
through our website you will be asked if you want your ordered
insured. A "Yes" or "No" answer must be entered or the
order cannot be completed. If you call in your order you
must state that you want your order insured.
Back To FAQ's
Why don't you automatically add insurance to every order?
Two reasons: (1) I don't like spending other people's money
without them knowing about it and (2) people should be afforded the
choice of whether or not they need or want the insurance.
If in doubt insure your order!
U. S. Mail (USPS) insurance costs $1.70 for orders up
to $50, $2.15 for orders totaling $50.01 to $100.00 and $2.60
for orders up to $200, $4.60 for orders up to $300, $5.55 for
orders up to $400, $6.50 for orders up to $500, $7.45 for orders
up to $600, $7.30 plus $0.95 per $100 or fraction thereof over
$600 to $5,000. We purchase insurance directly from the USPS and
we do not make any additional profit on your insurance as some other
United Parcel Service (UPS) shipments are automatically
insured up to $100.00. However, we automatically insure
each UPS shipment for its full value whether you want additional
insurance or not.
Do we ship orders outside of the United States?
Yes we do, however
we do charge a $5.00 international processing & handling charge
for all orders!
utilize USPS Priority Mail and Express Mail. All orders
must be insured and the buyer is responsible for the cost of
insurance - some countries do not accept insurance the buyer is
responsible if order is lost or stolen. Priority Mail has a $500.00 limit on insurance
while Express Mail has a $5,000.00 limit on insurance and
in most cases is trackable. We do not use UPS
(United Parcel Service) due to their high brokerage fees.
Please contact us on how we may assist you with with placing an order to be
delivered outside the United States.
My order was shipped by Priority Mail.
When I go to the USPS website and type in the delivery
confirmation number I am being told that the package was
delivered but I never received it! What do I do now?
This has happened to one of our customers that we know of.
Here is what we suggest: (1) contact your mailman. He may
have put the package in an out-of-the-way place so it wouldn't
'grow legs' (get stolen) or he may have left your package with a
neighbor; (2) contact the post office where your mail is
dispatched from. It has been our experience that the
issuing post office has the parcel and is waiting for you to
claim it. A delivery confirmation number was sent to you
by us when your order was shipped. Take this number with
you when you go to the post office.
Once an order has been shipped by U.S. Mail it is the hands of
the post office and totally out of our control.
Unfortunately, we don't have any special contacts within the
USPS to help you find your package. The only time the
package is scanned is when it is picked up here and when delivered (as per USPS
regulations) so there is no 'track-a-bility' as there is with an
order shipped by UPS (the USPS system is now being upgraded
and you can sometimes see where your package is at). If you desire to have a
tracking option request shipment by UPS
(UPS is the preferred choice in this instance).
Do you retain credit card information in
your website's database?
No. When you place an order using your credit card the CC
number is sent in two separate encrypted messages. I am
not going to disclose how its done but since the
shopping cart program (June 2007) I can tell you that if someone
were to go into your printed or electronic file they will not
see your complete credit card number.
If you are paying by Money Order or Cashiers Check: Do not send
payment until you have received a separate Email from
us indicating your total charge (merchandise plus shipping
charge). Your order will not be shipped until your payment is
Can we combine kits to get the benefit of discounted
Yes. You can 'mix & match' for quantity discounts.
Keep in mind that the $1.95 24k/chrome slimline pen kits, the cigar
kits selling at $3.99, and the upgrade gold, chrome and copper 7mm Round Top
Pens cannot be used for discount pricing. Kits that do not
qualify are indicated in the website.
When a kit is out-of-stock will it be automatically backordered
and shipped to me when it is back in stock?
We do our best to keep all items in stock but this is not always
possible. Please be aware that we do our best to restock sold
items but due to the nature of our products, especially the wood blanks,
this is not always possible. We have no control over our suppliers
inventories. If for some reason we are temporarily out of any item(s)
that we normally stock we
will hold your order and ship it the day we receive the item(s) that we
are waiting on. We will ONLY do this when we expect the items to
arrive within five (5) days or less. If you do not want any delays with your order,
even for a few days, please note this at the time you place your order
in the COMMENTS section of the order form ("No back-orders"). The
customer is responsible for the shipping charges on any back-ordered
items. We do not backorder wood pen blanks or wood
Do we have a printed catalog?
Not at this present time, however we are working on one and
should have it available sometime in the late fall 2012.
I ordered a kit that was on sale but my order confirmation
did not indicate sale pricing. Will I be charged the
regular price or the sale price?
Under each item on sale is the following statement:
"The Shopping Cart notification will not
indicate the sale prices but we will apply them when your order
prices will be used in processing the charge to your credit
What this means is that we will apply the
sale price when we receive your order. We review
each and every order and apply sale pricing on all eligible
Back To FAQ's
Can I purchase extra parts?
All of the kits we sell come to us individually bagged from the
factory. We don't stock of extra parts nor are they
available to us.
Back To FAQ's
A part was missing from a kit I purchased
from you. How do I get the missing part replaced?
Orders are carefully packed and double checked for damage or
discrepancies. Any errors must be reported to us within
five (5) days of receiving your order (this date will be
determined by the Priority Mail Delivery Confirmation
notification or the UPS delivery confirmation). This
includes but is not limited to parts within each kit.
Our policy regarding missing or damaged parts: In the event
that there is a missing and/or damaged part, and you notify us
within the time frame as detailed above, we will supply the part
even if we have to cannibalize the part from another kit.
Back To FAQ's
I damaged a part during assembly.
Can I get a replacement part?
We do not stock individual
parts. What I do is to have an extra
kit on hand to cannibalize from if I needed extra parts.
Back To FAQ's
I submitted an order and then I remembered
that I forgot to order something. Can I combine the orders
in order to save shipping charges?
You need to submit a separate order for the items you forgot.
If we don't have your original order already pulled, packed,
written up and boxed we will make every effort to combine the
orders in order to save you shipping charges. However, if
your original order is pulled, packed, written up and boxed the
extra items will go out as a separate order.
Back To FAQ's
Why do you recommend that I order through the internet
instead of calling in an order?
Our shopping cart program saves both you and us a lot of time.
Our goal is to get you the supplies you need in a fast and
timely manner and ordering through our website allows us to do
just that. You are kept up-to-date and the automated
system streamlines the whole process.
If you have questions please give us a call during our business
hours shown in the top of each web page and we will be more
than happy to answer them.
What is your return policy?
Defective merchandise can be
exchanged item for item provided that the defective merchandise
is returned to us for our inspection and that the merchandise is
indeed deemed to be defective.
Books, magazines and video products will only be exchanged for
the same title and/or format. Fountain pen nibs purchased
separately are not returnable.
If you purchased a DVD and it does not play on your DVD player we will gladly exchange it for the VHS (if available) as long as
the DVD (or video) is not
damaged or abused. We reserve the right to determine whether or
not a refund will be issued based on our inspection of the
returned DVD/VHS video.
Undamaged (like new) merchandise: Provided the merchandise is
returned in the original condition/packaging as when shipped and
you notify us by phone or email within five (5) days of
receiving your order, we will exchange the merchandise in
question or issue you a store credit that can be used on future
orders once the merchandise in question has been returned to
us. The merchandise does not have to arrive here within the
five day inspection period – you must, however, notify us that
you want to return merchandise within the five day inspection
period by email or by phone and we will issue a Return
We do not accept returns on CA glue.
Undamaged returned merchandise will be assessed a 15% restocking
fee (this covers the cost of having an employee check every
returned item for completeness and/or damage). Pen kits
(including the individual parts) must be in the same bag(s) they
were shipped in.
If you received free shipping with your order shipping charges
will be deducted from your refund should the value of the
returned merchandise drop the total order amount to less than
Shipping charges are not
refundable nor can we accept returns on custom orders.
All returns must be shipped pre-paid unless prior arrangements
are made with us. We do recommend that you package the items
securely, insure your package and send it via a trackable
carrier such as FedEx, Express or Priority Mail
We are not responsible for lost or damaged shipments being
returned to us.
Returned merchandise is to be shipped to: Arizona Silhouette
3430 Progress Drive, Suite C, Bensalem, PA 19020
Do you charge sales tax on internet sales?
Only if the sale is in Pennsylvania. If you have a valid
PA state tax certificate that you must present it in order not
to pay the sales 6% state sales tax.
How soon can I expect my order to be shipped?
We strive to ship your order within 24 hours of receiving it.
Orders received on weekends and holidays can have some effect on
our 24 hour shipping policy. We ship Priority Mail orders
Monday through Friday and UPS orders are shipped Monday
through Friday. APO and FPO orders are shipped one day each
I have attempted several times to place an order with no
success. When I try to checkout the software asks me for a
password. When I could not get that to work I asked for my
password to be sent to me (it was the same as what I was using).
When I enter that password your software tells me that it is the
The shopping cart instituted in June 2007, required that
all former customers sign up as a new customer. We could
not take your old information with us without compromising your
confidentiality to other parties.
Three things can be happening: (1) the password is case
sensitive. Be sure that the caps lock key is not on; (2)
when you log on you will be prompted for your email address and
password. If you have changed your email address from the
time that you originally registered you will not be recognized
by the shopping cart program. Send us an email if you've changed
your Email address, we will change your password and then you
can use the the new password to login. You can later
change the one we sent you; (3) some websites that you may be used to ask
you for a user name. In our case your user name is your
Some people have experienced problems when trying to place an
order when using a computer connected to a wireless router.
The software that accompanies the wireless routers has found to
be the culprit. We don't have access to the various router
software packages out there so we can't design a 'work-a-round'.