Help & FAQ's

+ Can I collect my order?

No, unfortunately we don't have a retail counter. We only take orders via our website, over the phone or by fax for account holders. We deliver your order straight to your door, free of charge if you live in the UK and spend over £10.00. It’s much easier than travelling to your local office supplies store to find they don’t have the pen you want.

+ What payment methods do you accept?

We accept Visa, Visa Debit, MasterCard, MasterCard Debit, Maestro, Visa Delta and PayPal. We can accept cheques but only by prior arrangement and the goods will not be despatched until the cheque has cleared which could be up to 7 days.

+ Is my credit card information secure?

All Credit Card information is passed over a secure connection using Actinic Payments which is powered by Credit Call. . When you go to the 'Checkout' page, you will see that the page starts with 'https' (meaning secure SSL connection) and there is a padlock at the bottom of your browser window indicating this.

CreditCall is recognised as a payment services provider by all the major banks. As one of the most trusted names in the card payments industry, they maintain PCI DSS Level 1 certification (Payment Card Industry Data Security Standard) to ensure unparalleled security for customers and cardholders alike.

+ Do you provide invoicing accounts for schools, local authorities etc?

Yes, we offer 30 day invoicing accounts for schools and local authorities. Simply fax your orders on headed paper, displaying the delivery address, contact name and numbers, and which items you would like to order to the following fax number: 01268 570299

Tiger Pens is a trading name of Ink & Media Ltd which is a trusted source for ink and toner cartridges for many schools, colleges, universities, the NHS, councils and government bodies. We have a reputation for supplying quality products at great prices with a customer service that is second to none.

+ Do you ship to USA/Europe/elsewhere?

We are happy to ship on a worldwide basis please choose your country from the options in the checkout if your country is not listed then we are currently unable to ship to that country. If you have any queries regarding shipping please contact us.

+ What are your delivery charges?

All UK orders over £10 (including VAT) are delivered free of charge. For orders under £10(including VAT) our standard charge is £1.50. If you require recorded or special delivery, please contact our Customer Services department. For non-UK orders please refer to our delivery page here.

+ Can I have my order delivered to a separate address?

If you live in the UK we can deliver your order to a separate delivery address. For non-UK orders, we can only deliver to registered address for the card.

+ Do you supply a full VAT receipt?

A full UK VAT receipt is included with all shipments.

+ Do I pay VAT?

UK and EU customers pay the VAT-inclusive price. All other countries pay the VAT-exclusive price. Note for overseas customers - VAT is UK sales tax.

+ Can you ship VAT-free to EU countries?

Yes - but you will need to contact us with your EU VAT number by phone to place the order.

+ Can you ship VAT-free to the Channel Islands?

Yes, simply select Jersey or Guernsey as your destination delivery country and VAT will automatically be deducted.

+ Do I Pay Import Fees & Duties?

Customers who reside outside the European Union will be liable for any import or handling fees imposed by their country of residence. Rates vary in different countries and low value orders may not incur any fees. You will need to check the importation laws for your country to find out what they are. Please note that the customer is responsible for paying any importation charges.

+ How do I return an item to you?

Before returning items please contact us to get a returns authorisation number we cannot accept back any items without this number. If you have any problems or need more information please contact us.

+ Can you supply pens with my name or logo printed on them

Sorry at present, we do not supply branded pens. However, should you have a printer who will do the branding, then call us for our best price on bulk quantities of pens.

+ What are your terms and conditions?

You can see our full terms & conditions here

+ You don't seem to stock my favourite product. Can you supply it?

We would be delighted to help you find your favourite product. Please contact us and we will endeavour to help you on this.

+ How much is the item I want if I wish to pay in US dollars?

We only charge in UK pounds sterling. The price you pay in US dollars will depend on your credit card company's exchange rate. You can check the bank rate here, but note that your card company will almost certainly charge a slightly less favourable rate. We advise you to check with your card company if you have concerns.

+ I have a problem with your website - how do I get help?

Please contact us by email or phone.

+ What is your Environmental Policy?

Ink & Media of which Tiger Pens is a part, is committed to minimising our impact on the environment, and encourage our customers to do the same. Within our offices and warehouse we operate reuse / recycling schemes for paper, packaging and consumables. We also operate recycling schemes for used consumables.

+ What is your Privacy Policy?

As a mail order provider of supplies, we have to collect personal information to enable us to transact our business; we are registered with the data protection registrar (Registration number Z1461626). We only use these details for transacting your order and will NEVER give or share your email address to any third-party for any reason whatsoever.

Occasionally, we may send you news of offers, and if you request that we stop we will of course respect that.