FAQ

Unfortunately we do wholesale only. You can find your local retail stores/online stores from Where to Buy.
Or simply send us a message and we can find your local retail stores/online stores for you.

In Canada, we assess warranty claims on a case by case basis. If you purchase faulty Pentel products from any Canadian retailer please submit a warranty claim.

Lead refills and eraser refills for pencils, and ink refills for refillable pens are available at most of the retailers.
Unfortunately we do not sell parts of our products only such as a tip, a eraser cap or pen caps.

We have Pentel Imprint service for corporate branding, special events such as weddings, reunions and also make ideal gifts. It has a wide range of pens and pencils that can be imprinted to suit your writing needs and budget.
More detailed catalogue and inquiry form is here.

Please refer to SDS/MSDS page on our website.

Please note that Canadian Law as in the US does not require an SDS for Articles, Office Materials, Pens or Pencils where there is minimal exposure regardless of whether used in the workplace or for personal use unless the workplace exposure would be greater than anticipated in normal consumer use.

Canadian Law
Canada has been refining the exemptions, but it appears that consumer products and articles remain exempt from Hazcom in Canada also.
H-3 – Hazardous Products Act History*
2009 version:
12. This Part does not apply in respect of the sale or importation of any
(f) Product, material or substance included in Part II of Schedule I and packaged as a consumer product;
Part II Schedule I -> 1. Chemical products as defined in the Consumer Chemicals and Containers Regulations, 2001.
(i) Manufactured article

*2013 version:
12. This Part does not apply in respect of the sale or importation of any
(f) Consumer product as defined in section 2 of the Canada Consumer Product Safety Act; (i) Manufactured article

*2015 (Current version)
12 This Part does not apply in respect of the sale or importation of any
(f) and (g) [Repealed, 2014, c. 20, s. 113]
(i) Manufactured article; or
(j) Anything listed in Schedule 1

E Schedule 1 – Non-Application of Part II -> 5) Any consumer product as defined in section 2 of the Canada Consumer Product Safety Act

E CCPSA section 2 -> consumer products – means a product, including its components, parts or accessories, that may reasonably be expected to be obtained by an individual to be used for non-commercial purposes, including for domestic, recreational and sports purposes, and includes its packaging.

Use the notch in the pencil for removing the eraser

Remove eraser by pushing it out with a pin or pencil

The eraser has an indent to help pull it out of the pencil

Clic Eraser ZE22 needs to replace the eraser(ZER) before it gets too short to remove.
When it still has a enough length to be pulled out from the bottom, please replace it.

You can disassemble and refill Pentel pens by one of these ways.

Twist the middle part of the pen (ex. BLN75, BL77)

1. Twist the grip of the pen
2. Replace the ink
3. Put the grip part back until it gets tight

Twist the top of the pen (ex. BK91)

1. Twist the top part
2. Replace the ink
3. Put the top part back until it gets tight

Twist the clip (ex. BLN105, BL107, BX157)

1. Twist the top part where the clip is on
2. Replace the ink
3. Put the clip part back until it gets tight

Twist the tip part (ex. BK93SP)

1. Twist the tip part
2. Pull the ink refill and replace it
3. Put the tip part back until it gets tight

For Graphgear (PG1013, PG1015, PG1017 and PG1019)

1. Hold the grip and twist the cone

*If it’s too slippy to twist the cone, you could try with elastic bands

2. After separating the cone from the barrel, hold the grip and twist the metal tip part

3. Insert a lead from the bottom to clear jammed lead in the tip. Alternatively, crafting wire that is the same gauge as your pencil (0.3mm, 0.5mm, 0.7mm, 0.9mm) can be bought at a local crafting store to help clean it out. These small wires work best for cleaning out pencils.

4. Insert a lead from the inner tube or pull out any lead stuck in the inner tube. Make sure the inner tube and the metal cone is clear of all lead debris.

5. Twist back the tip until it gets tighten

6. Twist back the cone until it gets tighten

*Please put both eraser and cap back to the pencil before testing the lead to come out. If you put only the eraser back into the barrel, it could stuck inside.
*Please refer to the user manual and follow the instructions. Please refill 2-3 leads into the pencil at a time.
*Please use Pentel leads.

1. Forward the lead longer than the tip and pull it out from the tip
(The lead is very thin and easy to break. Please pull it put carefully)

　
2. Push the tip into the pencil and twist the cone and separate it from the barrel

*If it’s too slippy to twist the cone, you could try with elastic bands

3. Clean off the gold part and the silver part around it inside with a tissue paper or a soft paper

4. Twist back the cone until it gets tighten

5. Remove the cap and the eraser, and shake off the pencil on a paper to remove any leads that are left inside

6. Refill with 2-3 new leads and test writing

*Please make sure to use new leads.
*Please use Pentel Ain STEIN C273 for Pentel Orenz Nero.

5H is the lightest/hardest and 4B is the darkest/softest in Pentel Canada selection. (As of Jan 2021)

It may be caused by lead jams. Here is the instruction how to remove lead jams.

1. Twist the cone and separate it from the barrel

*If it’s too slippy to twist the cone, you could try with elastic bands

2. Please use Pentel lead 0.3mm. Insert a lead from the tip to push out the jammed lead

4. Twist back the cone until it gets tighten

*Please put both eraser and cap back to the pencil before testing the lead to come out. If you put only the eraser back into the barrel, it could stuck inside.
*Please refer to the user manual and follow the instructions. Please refill 2-3 leads into the pencil at a time.
*Please use Pentel Ain STEIN C273 for Pentel Orenz Nero.

The ink blobs may be due to how you write with the pen. Oil-based ballpoint pens like the Vicuna require medium pressure to be applied onto the paper while writing, so that the oil-based ink (which is thicker than gel ink) can dispense evenly.
On the other hand, our Energel pens have a much lower ink viscosity. This means Energel requires less pressure when writing compared to Vicuna.

If pens are not stored properly such as keeping the pen with the tip facing up, small air bubbles may enter the ink cartridge and prevent ink from dispensing properly. This can be resolved by continuing to write or scribble on regular paper to allow the air to escape from the cartridge.

To clear the lead jam you can unscrew the top and clear out the debris from inside.

(Photos are Kerry P1035)

1. This is the pencil once it is taken apart.

2. This is the inner tube with the spring, if you push the spring down the mechanism will release the lead holder and you can clear the debris.

3. This is the top of the pencil, there may be debris stuck in here as well. If you can see the small hole inside the part as shown in the photo this means the part is clear. If the hole isn’t visible gently take a small pin and clear the debris.

Here is a video example of clearing a lead jam:
Crafting wire that is the same gauge as your pencil (0.3mm, 0.5mm, 0.7mm, 0.9mm) can be bought at a local crafting store. These small wires work best for cleaning out pencils.

View this post on Instagram

A post shared by Pentel Canada (@pentelcanada)