FAQs

Accessing your Cross account is straightforward! You can go directly to https://account.cross.com. Alternatively, you can click the person icon located in the upper right-hand corner of cross.com, or select "Account Login" found in the footer of any page on our website.

Once you arrive at the account login page:

1. Enter your email address and click "Continue."
2. Check your email for a 6-digit verification code and enter it to log in securely.

Your available store credit can be conveniently found on your Profile page.

1. Simply hover over and click on your initials in the upper right corner of any page.
2. Select "Profile" from the dropdown menu. Your Profile page will display your personal details, addresses, and payment methods, including any current Store Credit balance.

Using your store credit is easy! If you are already logged into your Cross account, any available store credit balance will automatically appear as a payment option during checkout. If you're not logged in, you'll be prompted to "Log in" when you enter your email address as part of the checkout process. Please Note: The email address used for your order must precisely match the email address associated with your store credit for it to apply.

To find your gift card balance, please refer to the original gift card email you received. It would have been sent from [email protected] with the subject line, "Your A.T. Cross Gift Card $___ gift card." This email contains your complete gift card number, which can be used at checkout, and also includes a direct link to view your remaining gift card balance.

• Important: For security and system reasons, gift card numbers and balances cannot be viewed directly from your Cross customer account.
• Lost your gift card email? If you've misplaced your original gift card email, please send an email to [email protected] with the subject line "Resend Gift Card." In the body of the email, please include your name and the email address associated with the gift card. We will promptly resend the original gift card email to you. Please understand that for security purposes, our customer service team cannot directly see individual gift card numbers.

You can easily review your past orders by logging into your Cross account directly at https://account.cross.com. Once you reach the account login page:

1. Enter your email address and click "Continue."
2. Check your email for a 6-digit verification code and enter it. Upon successful login, your "Orders" page should be the default view. If you don't immediately see your orders, simply click on your initials in the upper right-hand corner of the page and select "Orders" from the dropdown menu.

Absolutely! If you are less than fully satisfied with your purchase, you're welcome to send it back to us within 30 days of delivery for either an exchange or a full refund.

Yes, due to their personalized nature, engraved pens and final sale items purchased from our Outlet cannot be returned. Additionally, opened ink refills and cartridges are generally not returnable. However, if you encounter an issue with an opened refill or cartridge, please don't hesitate to contact us.

Yes, we now offer a convenient online return portal where you can initiate and manage your return request yourself. Please visit: https://returnsportal.shop/a.t.-cross to start the process.

If your order included both engraved and non-engraved items, and you wish to return only the non-engraved portion, our Customer Service team will be happy to assist you directly with that request. You can reach us via email at [email protected]. Our team is available Monday through Friday, from 9:00 A.M. to 5:00 P.M. Eastern Time.

Once we receive your returned item, we will conduct a quick verification to ensure it's in good condition. Your refund will then be processed after this verification is complete, typically within 5 - 7 business days.

Yes, you have a choice! For your convenience, you can opt to receive your refund either back to your original payment method or as store credit for future purchases. 

Getting your return label is simple and at no cost to you. If you initiate your return through our online return portal, the label will be issued directly there. For orders that need a specific request through our Customer Service department, we will happily send the return label directly to your email once your request has been processed.

At this time, all international orders that ship outside of the USA are final sale and cannot be returned or exchanged. 

Standard U.S. shipping for writing instruments and accessories is $8.95 USD. We are pleased to offer complimentary standard shipping on most orders of $75 USD or more (this applies to the pre-tax and pre-shipping amount).

We are pleased to offer shipping services to the contiguous 48 United States. At this time, we are unable to ship to Alaska, Hawaii, or Puerto Rico.

Our complimentary standard shipping offer is valid for deliveries over $75 USD within the USA only.

 We want you to know that we strive to process your orders efficiently.

• Standard Orders (non-engraved/non-gift wrapped): In-stock orders received Monday through Friday before 2:00 PM EST are typically processed and shipped within three business days.
• Engraved or Gift-Wrapped Orders:  For In-stock orders, please allow 14-18 business days for the processing of engraved orders. If your order also includes gift wrapping, please allow an additional business day for processing.

To ensure the fastest possible processing and delivery, orders are immediately sent to our fulfillment center upon placement. Therefore, we regret that we are unable to change or cancel orders once they have been confirmed. We kindly advise you to review your order carefully before completing your purchase.

You can easily check the status of your order. Go to our Order Tracking page and enter your order number. Your order number can be found on the order confirmation email that was sent to you.  

If you cannot find your order confirmation email, you can also find your order number on your Account page. 

Please note that if you are checking the status of an engraved pen, there will be no updates until it is ready to ship. 

We're here to help! Customer service is available Monday through Friday, 8:00 A.M. to 5:00 P.M. Eastern Time. You can reach us via email at [email protected].

SavedBy Package Protection is an optional add-on that can help cover the cost of lost, damaged or stolen packages. We do everything that we can to make sure the package gets to you, but in cases when issues arise SavedBy can help.

SavedBy varies depending on the price of your order. It will automatically calculate once you begin to add items to your cart.

You don’t, but it can help speed up the process of resolving issues related to shipping. And in some cases where packages may not be covered by us, SavedBy can help where we wouldn’t be able to.

If you have issues with your package, reach out to SavedBy directly here: https://customer.savedby.io/. Please review their policies to make sure that your package can be covered here: https://savedby.io/policies

SavedBy can help send a new package within 1 business day! Sometimes it may take more, but in most cases they are very quick to resolve any issues that arise.

SavedBy will send you an email confirmation once you have placed an order in our store that includes their SavedBy Package Protection. Keep your eye out for it!

If you have any questions for their team, or have filed a claim, they will email you directly with any questions, updates, and resolutions. Their email address is: [email protected] for general questions, and [email protected] for issues with packages.

We making canceling your ink refill subscription easy. 

Simply access your Cross account at https://account.cross.com/orders using the email address you used to place your order. 

Then, click the Manage Subscription button at the top of the page to access your subscriptions. 

A link to Cancel your subscription is at the bottom of the page.

We make updating your ink refill subscription easy. 

Simply access your Cross account at https://account.cross.com/orders using the email address you used to place your order. 

Then, click the Manage Subscription button at the top of the page to access your subscriptions. 

From there, you edit your order - you can update your payment information, swap out a different refill, or reactivate a previously cancelled subscription.  

Yes! You will receive an email reminder 3 days before each shipment.

This email will include links to access your subscription should you need to edit or cancel your subscription. 

No. Unfortunately, our ink refill subscriptions are currently only available to customers in the United Sates. 

At Cross, we stand behind the craftsmanship of our writing instruments. Nearly all Cross writing instrument mechanisms are unconditionally guaranteed against mechanical failure for the lifetime of the product. A mechanical failure is defined as a defect in the product's construction or workmanship that prevents it from functioning as intended, provided it has been used according to our Care & Use Instructions. Please note that Prism, Foundry, and Lume Collections are not covered under our Lifetime Mechanical Warranty.  Please check all details here.

Should you experience a mechanical issue with your Cross writing instrument, we're here to help! To begin the process, please:

1. Complete our online warranty form and pay the $20 processing fee (per writing instrument).
2. Once completed, you'll receive a claim number and the necessary shipping address to send your item to us.

Please remember that customers are responsible for the shipping and insurance costs when returning items for service. If, upon our expert inspection, your item is determined to be defective under our warranty, it will be either repaired or replaced with a similar or equivalent product.

NOTE: Claims not submitted through the Warranty Portal or that do not follow the outlined process will not be eligible for consideration.

Once you submit a claim through the Warranty Portal you will receive an email confirmation with instructions, including where to mail your claim. 

Claims mailed directly to our corporate address will not be eligible for consideration. 

In the instance that your product cannot be repaired or a suitable replacement is unavailable, we will issue a Gift Card for the current value of the item. Please allow approximately two weeks for the processing of such claims.

Our warranty provides comprehensive coverage against mechanical failure. However, it does not cover:

• Normal wear and tear (e.g., scratches, dings, finish damage)
• Misuse or accidental damage
• Ink leaks (as these are typically due to refill issues or extreme conditions, not mechanical failure)
• Unauthorized repairs or modifications
• Damage resulting from the use of non-Cross brand refills or accessories
• Damage caused by external factors (e.g., dropping, extreme temperatures)
• Damage incurred from repairs attempted by unauthorized personnel.
• Fountain pen nib. 
• The following collections: Foundry, Lume, and Prism.

Cross Tech Pro and Townsend® Fine Tip Stylus Pens are guaranteed against electronic failure for one year from the original date of purchase. Any mechanical failures are covered by our Lifetime Mechanical Warranty. Please note that stylus tips are considered consumable components and are replaced under the One-Year Electronic Warranty only if they are found to be defective.

All Cross-branded leather accessories and journals are guaranteed for two years from the date of purchase against mechanical failure and defects in workmanship. Should a defective item be identified that cannot be repaired, a suitable replacement will be offered.

For products purchased or used outside the U.S., we recommend contacting your local Cross dealer or distributor, as they are best equipped to assist you with regional warranty procedures. Dealer or distributor list.

Our engraving services are available for orders shipped within the U.S. only.

Due to their personalized nature, engraved products cannot be returned for exchange or refund, unless there's a manufacturing defect.

We engrave alphanumeric characters (A-Z, 0-9) in Times regular or Block script only, up to 22 including spaces. Please note that emojis, special characters, and/or other symbols cannot be engraved.

The images provided online are simulations intended to give you an idea of the final product. The actual engraving, including the script font, may vary slightly from the online representation.

Yes, we reserve the right to reject any engraving requests that contain profanity

For pen and pencil sets, the same engraving will be applied to both items to ensure consistency.

Please allow 14-18 business days for the processing of engraved orders. If your order also includes gift wrapping, please allow an additional business day for processing.

To determine the appropriate refill for your Cross pen, first identify the type of pen you have. Here are some general guidelines:

• Ballpoint: Typically, the tip of a ballpoint pen extends by twisting the barrel. (this includes Multi-function pens from our Tech Series)
• Rollerball: Rollerball pens usually have a cap to protect the writing tip.
• Fountain Pen: Fountain pens also have a cap, and they feature a visible nib (the writing tip).
• Click: Click pens can be ballpoint or rollerball, they use Slim refills.

Please note, refill reference numbers may change over the time, but we maintain standard mechanisms and sizes for our products. Therefore, once you have identified the type of pen, you can consult our Ink Refill Quick Reference Guide. This guide provides visual aids and detailed information to help you find the correct refill. You can access it here: Ink Refill Quick Reference Guide.

Unfortunately, rollerball and ballpoint refills are not interchangeable due to differences in their mechanisms and barrel designs. A rollerball refill will not fit or function correctly in a pen designed for a ballpoint and vice versa.

If you like the style of a particular pen but prefer a different type of refill, we recommend checking if that pen model is available in the preferred version.

There is one exception  SELECTIP JUMBO  8562- 1 Black and 8562- Blue (Ballpoint pen refills used to convert Rollerball pens to Ballpoint pens)

If you experience an issue where the ink cartridge does not feed through to the nib properly, we recommend the following steps for pen maintenance: 

-Disassemble the Pen: Remove the nib, feed, and ink cartridge or converter. 

-Rinse the Nib: Rinse the nib under lukewarm water until clear. 

-Dry Completely: Let the nib and feed dry completely before reassembling to avoid ink flow issues. -Avoid Harsh Chemicals: Do not use harsh chemicals to clean the pen.

- Proper Refilling: Ensure the nib is properly aligned, and use appropriate ink cartridges or converters.

- Check for Leaks: Look for any leaks or ink flow issues after refilling. If needed, visit local specialty pen shops for help.

For this and further care recommendations, please check our maintenance blog at: https://cross.com/blogs/news/5-tips-for-maintaining-your-pen?srsltid=AfmBOop-X9Ao9htsqq69dGs6MhjdESi36gUF1OrFMI1eYdfonWDSbfOM

For a Cross Fountain Pen, pull the cap off, unscrew the section above the nib, remove the existing ink cartridge, and insert a new one. 

For a Ballpoint, retract the tip, unscrew to remove the old refill, and insert a new one.

Rollerball pens require removing the cap, unscrewing the section, removing and replacing the gel ink refill, and reattaching the barrel.