Frequently asked questions

The Customer Service Department is available Mon to Fri, 10 AM to 6 PM ET. For immediate concerns or assistance please call the Customer Service Department to speak with a representative directly. We are here to help by phone, by email or through the contact form.

Emailing help@gpen.com is a great way to seek out assistance. You will receive a timely response from a representative ready to help!

Note: The Customer Service Department is closed during weekends, and most national holidays.

If you have any further inquiries, contact our Customer Service team Mon to Fri, 10 AM to 6 PM ET.
Email: help@gpen.com
Phone: +1 833-691-3224

GS Holistic LLC prides itself on offering the highest quality products and customer service available. As much as the company would like to help the victims of counterfeiting, we’re not able to provide assistance for those who have purchased one of these inauthentic items. What to look for:

1. Pricing: GS Holistic LLC and its wide list of authorized retailers offer our products for the sale value listed on our website (ca.gpen.com). If the product you’re looking to purchase is normally $99.95 and you’ve found this item for $49.95, that is a red flag. All authorized retailers will sell our products for no less than the price listed on our website.
2. UPC Code: The majority of G Pen products will have a bar code with a UPC Code on the back. If the box in which your product came in doesn’t have this, please call the Customer Service line to discuss the authenticity of the purchase.
3. Pen(s) wrapped inside of the box: If you notice that the pen(s) are wrapped individually in cellophane INSIDE of the box, then the product is probably inauthentic.
4. Where you bought it: genuine G Pen products are sold here on ca.gpen.com and by authorized retailers (see the Store Locator). A price far below retail is a warning sign.

These are the main points to look for, but if you’d like to discuss the matter in further detail, please contact the Customer Service Department directly. If you have any further inquiries, contact our Customer Service team Mon to Fri, 10 AM to 6 PM ET.
Email: help@gpen.com
Phone: +1 833-691-3224

Counterfeits

GS Holistic LLC is victim to product counterfeits available for purchase across the Web and in stores. These unauthorized replicas are not engineered to the quality standards upheld by GS Holistic LLC and any purchase thereof will not be covered under our limited warranty, under any circumstance. Do not purchase from eBay, Rakuten, Amazon or any other third-party website. To ensure optimum product quality, safety, and service, always purchase from ca.gpen.com or contact the Customer Service Department, Mon to Fri, 10 AM to 6 PM ET, to find an authorized retailer near you.

If you have any further inquiries, contact our Customer Service team Mon to Fri, 10 AM to 6 PM ET.
Email: help@gpen.com
Phone: +1 833-691-3224

Every G Pen Canada order ships from our fulfilment warehouse in Saint-Laurent, Quebec. We ship to addresses in every Canadian province and territory. This store does not ship outside Canada: customers in the United States can order from gpen.com.

If you have any further questions, contact our Customer Service team Mon to Fri, 10 AM to 6 PM ET.
Email: help@gpen.com
Phone: +1 833-691-3224

All orders need time to be processed before shipment. Orders ship with Canada Post (Expedited Parcel or Xpresspost) or Purolator, depending on your address. Delivery estimates shown at checkout come from the carrier and are not guaranteed.

Orders placed outside business hours, including weekends, evenings and holidays, are processed once regular business hours resume (Mon to Fri, 10 AM to 6 PM ET).

If you have any further questions, contact our Customer Service team Mon to Fri, 10 AM to 6 PM ET.
Email: help@gpen.com
Phone: +1 833-691-3224

Shipping is free on orders of CA$100 or more (after discounts, before taxes). Smaller orders ship for a flat US$9.95 (about CA$14), and the exact cost is always shown at checkout before you pay.

No. Your order ships from inside Canada, so there are no customs duties, import taxes or brokerage fees on delivery.

Prices on this site are shown in Canadian dollars for reference. Payment is processed in US dollars, and the exact USD amount is shown at checkout before you confirm the order. Your bank or card issuer converts the charge at its own exchange rate and may add a foreign transaction fee.

Back ordered items are usually replenished in 2-3 weeks.

If you have any further questions, contact our Customer Service team Mon to Fri, 10 AM to 6 PM ET.
Email: help@gpen.com
Phone: +1 833-691-3224

Contact our Customer Service team as soon as possible with your order number. For a damaged delivery, include photos of the packaging and the item(s). We will work with the carrier and make it right with a replacement or a refund.

If your device has a defect that is not shipping damage, see the Warranty section below.

If you have any further questions, contact our Customer Service team Mon to Fri, 10 AM to 6 PM ET.
Email: help@gpen.com
Phone: +1 833-691-3224

Our warranty only applies to electronic parts (batteries & chargers).

All of our tanks and coils are consumable, meaning they will need to be replaced once in a while. Each tank/coil has a specific durability index.

If you have any problems with your tanks/coils within 7 days of the date you received them, please contact us immediately at help@gpen.com or +1 833-691-3224 in order for us to assist you accordingly.

If you have any further inquiries, contact our Customer Service team Mon to Fri, 10 AM to 6 PM ET.
Email: help@gpen.com

Phone: +1 833-691-3224

Every G Pen device comes with a limited warranty against manufacturer defects. Coverage depends on the device, from 90 days to 2 years, and registering a Micro II, Micro+, Dash II, Dash, Roam, Connect, Dash+, Elite II or Hyer extends it. See our Warranty page for coverage by product and how to make a claim.

Tanks, coils and mouthpieces are consumables and are not covered. Keep your receipt or order number: proof of purchase is required for warranty service.

If you have any further questions, contact our Customer Service team Mon to Fri, 10 AM to 6 PM ET.
Email: help@gpen.com
Phone: +1 833-691-3224