Contact Us
Whether you have questions about using the Smart Pen and Notebook, or ideas for collaboration, we are here to help.
Reach out to us at:
📧 support@yuanpen.cc
We promise to respond promptly with clear and professional support.
Frequently Asked Questions
Welcome to the Smart Writing FAQ Hub. Here you'll find everything you need to know about Yuan Smart Notebook — from how to use it, sync notes, and device compatibility, to warranty and support. Get your questions answered quickly and enjoy a seamless, productive paper-to-digital experience.
About Us
Our Service
Support
Who Are We?
We are a team of innovators and note-takers, passionate about bridging the gap between traditional writing and digital convenience. At Yuan, we design smart writing tools that capture the authenticity of pen-on-paper—while seamlessly syncing every idea to your digital life. Our mission is to empower students, professionals, and creatives to write freely, organize effortlessly, and never lose a thought again.
Returns & Exchanges (Change of Mind / Defective Products)
Change of mind returns: Accepted within 30 days of delivery, provided that the product is unused, in its original packaging, and in the same condition as received. (Return shipping fees are borne by the customer.)
Defective or faulty products: Covered for exchange, refund, or repair if the issue is not caused by wear, accident, or misuse.
Returns due to refusal to pay customs duties:
If a shipment is returned because the customer declines to pay the customs duties, the refund will be issued after deducting the round-trip shipping costs.
Please note that if the package is discarded by customs in accordance with the regulations of the destination country, no refund can be issued.
Therefore, if you intend to refuse customs payment and request a return, please contact our customer support team in advance.
Refund Processing Time
Refunds are processed via the original payment method.
The timeline varies depending on the country and payment provider, but it usually takes 3-5 business days.
Processing time may depend on your card issuer, PayPal, or other payment service policies.
Product Warranty
Products purchased directly from yuanpen.cc come with a 1-year limited warranty.
Items purchased from third-party retailers and paper products are not covered under warranty.
Please contact the retailer directly in those cases.
How can I track my order?
Once your order is shipped, you'll receive an email with a tracking number. You can use this number on our website's "Track Order" page or through the courier's tracking system to monitor the delivery status.
What should I do if I receive a defective or incorrect item?
We’re sorry for the inconvenience! Please contact our support team within 7 days of receiving your order. Provide your order number and photos of the issue, and we’ll arrange for a replacement or refund as soon as possible.
How can I contact customer support?
Couldn’t Find Your Answer? Ask Us Questions!
We will answer any questions you have, don’t hesitate to contact us immediately. We will reply you within 24 hours.
