About Payment

Q. When will my credit card be charged?
A. Your card will be charged at the time of shipping, generally the middle of each month.

Q. What if I want to stop my subscription?
A. You can stop at any time. Just contact us to cancel. We will never charge you beyond the pencils that have already been sent.

About the Process

Q. When does my subscription start?
A. On the first shipment date following the month you sign up, continuing for 20 months unless you cancel. The pencils are shipped around the middle of each month. They will take about 1~2 weeks to arrive from Japan.

Q. Why is 500 Pencils only available by subscription?
A. Production is happening on a real-time basis. Instead of waiting for 20 months, you are receiving the product fresh out of the factory every month. It feels like a terribly slow way to purchase something, but we are actually delivering the product to you in the fastest way possible! We also know that anticipation can be very exciting -- your possibilities expand each month, with each set.

Q. Should I start using the pencils only when the set is complete?
A. The pencils are yours to enjoy however you're inspired.

Q. Is there a special way for me to store my pencils?
A. There are many. We have cases to display all 500 Pencils like artwork or arranged beautifully on a desk or table. Like the pencils, the cases are available by subscription. See them here.

Q. How will my order be shipped?
A. Orders are shipped around the middle of each month via Express Mail Service from Japan and will take about 1~2 weeks to arrive.

About updating your information

Q. I'd like to change my billing and/or shipping address.
A. Please use Customer Information Update Form.

Q. I need to update my credit card information.
A. Please use Customer Information Update Form.

About the Pencils

Q. Can I buy a complete set all at once?
A. Purposefully no. Part of the experience is to enjoy collecting the set over 20 months, which mirrors the way we make the pencils. One set at a time, exactly to order.

Q. Can I buy just one pencil?
A. No, we're not able to make or send one pencil at a time. We hope that, like us, you'll see your entire collection as a reflection of your individuality and creativity.

Q. Can you send me a sample?
A. Not at this time. To get a sense of the pencils, you can see artwork created by other subscribers here. You may also cancel your subscription at any time if you're not happy.

Q. How hard is the lead?
A. Medium (HB). Not too hard, not too soft. The hardest pencil is ideal for architectural drawing and the softest one can draw on plastic and any smooth surface.

Q. Where are the pencils from?
A. The pencils are made in China to our specification and shipped from Japan. The company that makes the pencils specializes in manufacturing pencils for the European market. We selected the company because it is one of the best.

Q. Are the pencils safe?
A. Absolutely. They are non-toxic.
Q. Have the pencils been tested for lightfastness?
A. Yes, at this point a small sample (1%) has been tested and each lead scored Class 4 or Class 5 (out of five) on the JIS scale (Japanese Industrial Standards).

About the Cases

Q. I've received your Aurora case, but I'm not sure how to mount it on the wall & the instructions are in Japanese - what do I do?
A. You're in luck, we've translate the case instructions - click here to download them.