Frequently asked questions

How Can We Help?

Micro II

Dash II

Dash+

Elite II

Micro+

Hyer

Connect

Hydout

Dash

Every G Pen device has a 2-year legal guarantee, plus our own G Pen warranty on top. Registering a Dash, Dash II, Micro II, Micro+, Roam or Connect extends its G Pen warranty to 1 year, and registering a Dash+, Elite II or Hyer extends it to 2 years.

Register Product

Step-by-step guides for charging, loading, using and cleaning your device.

Product Guides

Don't see your product?

Legacy products FAQ

Contact Us

When and how can I contact the Customer Service Department for assistance?

We are here to help 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.
Email: help@gpen.com

Counterfeit

How can I tell if my product is inauthentic / counterfeit?

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: GS Holistic LLC and its wide list of authorized retailers offer our products for the sale value listed on our website. If the product you’re looking to purchase is normally €99.95 and you’ve found this item for €49.95, that is a red flag. All authorized retailers will sell our products for no less than the price listed on our website.
  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 contact Customer Service 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 this website 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.
Email: help@gpen.com

Counterfeit Disclaimer

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 is not covered by the G Pen warranty. Do not purchase from eBay, Rakuten, Amazon or any other third-party website. To ensure optimum product quality, safety, and service, always purchase from this website or contact the Customer Service Department, to find an authorized retailer near you.

If you have any further inquiries, contact our Customer Service team.
Email: help@gpen.com

Shipping

Where do orders ship from, and where do you ship?

Orders from this store ship from our fulfilment partner’s warehouse in Northern Ireland. We deliver to every EU country and to the United Kingdom, Switzerland, Liechtenstein, Norway, Iceland, Monaco, Andorra, San Marino, Vatican City, Albania, Bosnia and Herzegovina, Moldova, Montenegro, North Macedonia and Serbia.

This store does not ship outside Europe. Customers in the United States can order from gpen.com and customers in Canada from ca.gpen.com.

If you have any further questions, contact our Customer Service team.
Email: help@gpen.com

How long will it take for my order to ship?

Orders placed at the weekend or on a public holiday are processed on the next working day. Delivery time after dispatch depends on your country and the carrier. See Shipping and delivery for the times by country.

If you have any further questions, contact our Customer Service team.
Email: help@gpen.com

How much does shipping cost?

Shipping is free on orders of €100 or more (including VAT) to every country we deliver to. For smaller orders the cost depends on your country and the weight of the parcel, starting at €6.83 for Germany, and it is always shown at checkout before you pay.

Will I pay duties, customs or import fees?

EU and UK orders: our prices include the VAT for your country, so there is nothing more to pay on delivery.

Switzerland, Liechtenstein, Norway, Iceland, the Western Balkans and Moldova: your country may charge import VAT, duties and a carrier handling fee when the parcel arrives. These are paid to the carrier and are not included in our prices.

Canary Islands, Ceuta and Melilla: these areas are outside the EU VAT area, so no Spanish VAT is charged on your order, and local import tax (IGIC or IPSI) may be charged on delivery.

What currency am I charged in?

Prices are shown and charged in euros (EUR) and include VAT for your delivery country. If your card is in another currency, your bank converts the charge at its own exchange rate and may add a fee.

Backordered Items

Back ordered items are usually replenished in 2-3 weeks.

If you have any further questions, contact our Customer Service team.
Email: help@gpen.com

What if my order is lost, arrives damaged, or never arrives?

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 develops a fault that is not shipping damage, see the Warranty section below.

If you have any further questions, contact our Customer Service team.
Email: help@gpen.com

Warranty

Is my Tank / Coil under warranty?

Every product you buy from us, including tanks, coils and mouthpieces, is covered by the 2-year legal guarantee. If it was faulty or not as described when it reached you, we will repair or replace it, or give you a refund.

Tanks and coils are consumable parts that wear out with normal use, so normal wear over time is not a fault. The G Pen manufacturer warranty covers the electronic parts (battery, heating element and circuit board) on top of the legal guarantee.

If a tank or coil has a problem soon after delivery, contact us at help@gpen.com and we will help.

If you have any further questions, contact our Customer Service team.
Email: help@gpen.com

Is my G Pen product covered under warranty?

Yes. You have a 2-year legal guarantee from the seller on every product. G Pen also gives a voluntary manufacturer warranty on the electronic parts of its devices: 1 year for the Dash+, Elite II and Hyer (2 years when you register the device), 6 months for the Dash, Dash II, Micro II, Micro+, Connect and Roam (1 year when you register the device), and 90 days for the Hydout, 510 Original and Melt. The manufacturer warranty is in addition to the legal guarantee and does not limit it. See Legal guarantee and warranty for coverage by product and how to make a claim.

Keep your receipt or order number, as it helps us deal with your claim quickly.

If you have any further questions, contact our Customer Service team.
Email: help@gpen.com