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: genuine G Pen devices sell at or close to the prices on gpen.com. If a device we sell for $49.95 is offered for a fraction of that, treat it as a red flag.
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 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 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 gpen.com order ships from our warehouse in St. Louis, Missouri. We ship to every US state except Maine, Utah and Vermont, where state law does not allow us to ship our products, and to Washington, DC and Puerto Rico. We don’t ship to other US territories or to military (APO, FPO and DPO) addresses. Customers in Canada can order from ca.gpen.com, and customers in Europe from eu.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 USPS or UPS. Delivery estimates 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 $75 or more (after discounts, before taxes) to the contiguous United States, Washington, DC and Puerto Rico. Orders under $75 ship at the rate shown at checkout. Orders to Alaska and Hawaii ship for a flat $20.

Prices are in US dollars. Sales tax is added at checkout where it applies, based on the address your order ships to, and you see the exact amount before you pay.

We email you the tracking number as soon as your order ships. Tracking can take a little while to update in the carrier’s system. You can also check your order any time on our order lookup page or in your account.

We ship backordered items as soon as they are back in stock.

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

It depends on what you use it with:

• Dry herb: the Dash II (pocket-sized, our most popular) or the Dash+.
• Concentrates: the Micro II (our smallest portable dab rig), the Roam portable e-rig, or the Connect, which works with the glass you already own.
• 510 thread cartridges: the 510 Original or the Hydout.

Still not sure? Ask us and we’ll help you choose.

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

You must be 21 or older. We verify your age at checkout before you pay, and in some cases we ask you to upload a photo of a government-issued ID. See our Age Policy.

Visa, Mastercard, American Express and Discover, or 4 interest-free payments with Sezzle. Prices are in US dollars.

One discount code can be used per order. Codes can be used on bundle and multi-buy prices unless the offer says otherwise. Loyal G members can also redeem their points for money off: see our Rewards page. Military, first responders and other eligible groups can get a special discount: see our Military, First Responder & Essential Worker Discount page.

Email help@gpen.com with your order number as soon as possible. We can cancel or change an order until a shipping label has been made for it. After that it is too late to cancel, and the order has to be returned under our return policy.

Unopened items in their original packaging can be returned within 30 days of delivery for a refund to your original payment method, or for an exchange if you prefer. Email help@gpen.com with your order number first; return shipping is paid by the buyer. If an authorized return arrives opened or used, a 50% restocking fee is taken off the refund. Mystery Boxes and bundles are final sale. Full details are on our Returns & Exchanges page.

If your device has a manufacturer defect, it is covered by our Warranty instead.

Reply STOP to any text from us and you won’t get any more marketing texts. Reply HELP for help. See the “Text marketing and notifications” section of our Privacy Policy.

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