FAQs

Why I can't access my Account?

If you have an account from our previous website and cannot log in, please reach out to our Customer Service Team and we will quickly send you a password reset link!

I want to change my contact details, how do I do this?

If you are a registered customer, you can change your address by simply login into account. If you want to change your email address, please reach out to our Customer Service Team. If you have placed an order as a guest at checkout, you will need to email our Customer Service Team here - Contact Us

Who can I contact concerning a product?

We have an expert Customer Service Team that can help you with any question or concern. Just contact them here - Contact Us. Please do not attempt to disassemble the product without contacting us first as this may void the manufacturer's warranty.

Do you check the fountain pen nib before shipping?

Yes. Many pen manufacturers have high standards and strict quality control, and nibs are normally tuned and inspected before leaving the factory. Before dispatch, our team also performs a visual inspection to ensure the nib is the correct size, properly aligned, and free from obvious defects. This inspection is done without inking the pen, so it remains new and unused.

I received an incorrect order or item, what should I do?

If you have received an incorrect order or item including additional item, PLEASE DO NOT OPEN OR USE THE ITEM. Please contact our Customer Service Team as soon as possible. We will provide you a resolution promptly. Any attempt to use the incorrect item may void your claim or liable for the extra cost.

Where can I find information on your Returns Policy?

Information on our Returns Policy is available at our website. Our Customer Service Team is also available by email to answer any questions on our returns policy. Just contact them here - Contact Us

Can I exchange an item purchased online?

Yes. Items in original and unused condition can be exchanged. The customer is responsible for the real postage costs of enacted an exchange. Please contact our Customer Service Team if you wish to exchange an item. (See Returns Policy.)

Can I change or cancel my order?

You can change or cancel your order by emailing our Customer Service Team here - Contact Us

Please note we aim to dispatch your items as quickly as possible, so we will not be able to make any changes to your order if it has already been dispatched.

Do I need to register to shop with Pulp Addiction?

No, you can purchase as a guest. However, there are many benefits to registering an account including a quicker online ordering process with your delivery addresses stored for future use. You can also review past purchases and view the delivery status of your orders.

How do I register on Pulp Addiction website?

Simply click on the Create an Account link at the Login page to create a new customer account.

How do I access my Account?

Simply click on the Login link on the top in the header menu bar.

Are my details secure?

Yes. At Pulp Addiction, we take your privacy seriously. For more information, please see our Privacy Policy.

How do I know if you have successfully received my order?

Once the order has been placed, a confirmation email will be sent to you. If you did not receive this email, please check your email Spam/Junk folder as this usually happened to our first time customer.

Who do you use for delivery?

We use Australia Post for all our deliveries. It is a door-to-door delivery service that delivers Australia and New Zealand wide.

Can I use Australia Post PO Box or Parcel Locker address?

In Australia, you can use Australia Post PO Box or Parcel Locker address for your order. Please note that Parcel Lockers are for parcels only. If the item ordered is a notebook or something small like a pen refill, a pack of ink cartridges, or an ink converter, it will likely be sent in an envelope as Letter Post. Australia Post will not accept Letter Post for Parcel Lockers.

What do you charge for delivery?^{^}

Our delivery starts from $6.95 for Standard and $14.95 for Express, applies to all orders shipped within Australia. For New Zealand orders, our delivery starts from $15.90 for Standard and $30.90 for Express. All deliveries will be priced according to weight and size and you will be informed at the time of checkout. We offer free standard delivery Australia wide on orders over $119 and free pickup service from our Somerton Warehouse.

^{^}Excludes Australian and New Zealand External Territories

Can I pickup my order?

You can collect your order from our Somerton Warehouse between 8:30am to 1:30pm, Monday to Friday (excluding public holidays). Please ensure you have received your ‘Ready for Pickup’ email before proceeding to our warehouse.

How will I know when my order is ready for pickup?

You will receive an email notification. Please wait for the ‘Ready for Pickup’ email before coming to our warehouse.

What do I need to bring to collect my order?

Please present your 'Ready for Pickup' email and a valid photo ID (Driver's Licence or Passport) that matches the name on the order.

Can someone else pick up my order for me?

Yes, you can nominate someone else to collect your order. The credit card holder of the order must email a copy of their photo ID and a nomination letter to the store's email address. The nominated person must bring their photo ID when collecting the order.

Who is responsible for the order after collection?

Once your order has been collected and signed for, the individual who picked up the order is responsible for any damage or loss.

How can I track my delivery?

All orders will be tracked and you will receive a tracking number by email when your order is processed. Please check your spam or junk mail folder if you did not receive it. Please note that you may not always receive a delivery status notification from Australia Post. We recommend using AusPost app or Australia Post website to track your shipment with your tracking number. Your tracking status may initially show "Pending" and should update within 24 to 48 hours. 

Do deliveries require a signature?

If you have opted for Signature on Delivery option for your delivery, a signature will be required upon delivery. If no one is available at the address to sign for the delivery when it takes place, Australia Post delivery driver will take your parcel to a local post office and the parcel can be collected within 10 business days before it is being returned to sender.

Do you have special events?

Oh yes! We have a regular, ongoing calendar of inspirational promotions, giveaways, gifts with purchase and competitions. Do sign up to our Newsletter or follow our Facebook page and Instagram to make sure that you are informed as and when we add new events.

Who is Pulp Addiction?

Pulp Addiction is an Australian family-owned business that started up in 2011 and has been growing ever since.

Where is Pulp Addiction based?

Pulp Addiction is currently operating online with our warehouse at Somerton, VIC. We previously had a bricks and mortar shop in Hunter Valley Gardens Pokolbin.

Why should I buy from Pulp Addiction?

We can think of six really great reasons why we are an excellent choice to make your purchase from:

1. We are a 100% Australian-owned and operated family business, which stocks products on shelves ready to ship straight away.
2. We have extremely reasonable, from $6.95 delivery anywhere in Australia^{^}.
3. Our super fast service ships 97% orders next business day.
4. We only sell brand new products, still in their original boxes complete with a manufacturer's warranty. No second hand goods or factory seconds.
5. We try and stock the full available range of every brand we stock, no cherry picking only the popular items.
6. Our expert and friendly Customer Support staffs can help you with any question you have, no troubles.

^{^}Excludes Australian and New Zealand External Territories