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FAQs

Shipping & Delivery

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 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 7-10 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 current status of your order by checking the email we sent. 

We're here to help! Customer service is available Monday through Friday, 9:00 A.M. to 5:00 P.M. Eastern Time. You can reach us by phone at 1-800-282-7677 or via email at [email protected].


Warranty

At Cross, we stand behind the craftsmanship of our writing instruments. 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 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.

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. 

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.

Engraved orders

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 7-10 business days for the processing of engraved orders. If your order also includes gift wrapping, please allow an additional business day for processing.

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