Frequently Asked Questions (FAQ)

Welcome to the Shosai FAQ page. We've organized our most common inquiries into sections to help you find the information you need quickly.

📦 Section 1: Shipping & Local Pickup

Q: Can I pick up my order locally in Gatineau?

Absolutely! We are located in the J9J 0K6 area.

  • Selection: Choose "Pick up" at checkout.
  • Timeline: Please wait for our "Ready for Pickup" email notification, which is usually sent within 24 to 48 hours of placing your order.
  • Requirement: You must present a government-issued photo ID that matches the billing name on the order.

Q: Can I send a friend or family member to pick up my order?

Yes, but we prioritize security. You must email us in advance at hi@shosai.ca from the email address used to place the order. Please provide the full legal name of your designated pickup person. They will be required to show their own matching ID upon arrival.

Q: Do you offer local delivery?

Yes! We offer a specialized Local Delivery service for a flat fee of $6 to selected residential and business addresses in the Gatineau and Ottawa areas. Local delivery is FREE on orders over $60.00 CAD (before tax).

Q: Which postal codes are eligible for the $6 local delivery?

This service is available for specific postal code prefixes in the National Capital Region.

Gatineau: J8P, J8T, J8X, J8Y, J8Z, J9A, J9H, J9J

Ottawa: K1A, K1B, K1C, K1E, K1G, K1H, K1J, K1K, K1L, K1M, K1N, K1P, K1R, K1S, K1T, K1V, K1W, K1X, K1Y, K1Z, K2A, K2B, K2C, K2E, K2G, K2H, K2J, K2K, K2L, K2M, K2P, K2R, K2S, K2T, K2V, K2W, K4A, K4C, K4M, K4P

Q: Do you offer free shipping?

Yes, for our Canadian customers! We offer FREE Standard Shipping on orders over $100.00 CAD (before tax).

Exception: Please note that certain remote locations are excluded from our free shipping offer. Shipping rates to these areas will be calculated at checkout based on weight and your exact address.

A0A, A0B, A0C, A0E, A0G, A0H, A0J, A0K, A0L, A0M, A0N, A0P, A0R, A2V, B0A, B0B, B0C, B0E, B0G, B0H, B0J, B0K, B0L, B0M, B0N, B0P, B0R, B0S, B0T, B0V, C0A, C0B, E0A, E0B, E0C, E0E, E0G, E0H, E0J, E0K, E0L, G0A, G0B, G0C, G0E, G0G, G0H, G0J, G0K, G0L, G0M, G0N, G0P, G0R, G0S, G0T, G0V, G0W, G0X, G0Y, G0Z, G4T, J0A, J0B, J0C, J0E, J0G, J0H, J0J, J0K, J0L, J0M, J0N, J0P, J0R, J0S, J0T, J0V, J0W, J0X, J0Y, J0Z, K0A, K0B, K0C, K0E, K0G, K0H, K0J, K0K, K0L, K0M, L0A, L0B, L0C, L0E, L0G, L0H, L0J, L0K, L0L, L0M, L0N, L0P, L0R, L0S, N0A, N0B, N0C, N0E, N0G, N0H, N0J, N0K, N0L, N0M, N0N, N0P, N0R, P0A, P0B, P0C, P0E, P0G, P0H, P0J, P0K, P0L, P0M, P0N, P0P, P0R, P0S, P0T, P0V, P0W, P0X, P0Y, R0A, R0B, R0C, R0E, R0G, R0H, R0J, R0K, R0L, R0M, S0A, S0B, S0C, S0E, S0G, S0H, S0J, S0K, S0L, S0M, S0N, S0P, T0A, T0B, T0C, T0E, T0G, T0H, T0J, T0K, T0L, T0M, T0P, T0V, V0A, V0B, V0C, V0E, V0G, V0H, V0J, V0K, V0L, V0M, V0N, V0P, V0R, V0S, V0T, V0V, V0W, V0X, X0A, X0B, X0C, X0E, X0G, Y0A, Y0B, Y1A

Q: When will my order ship?

In-Stock items usually ship within 1–3 business days from our Gatineau studio. Pre-Order items are currently in transit from Asia and typically ship within 2–4 weeks. If your order contains both, we will wait until everything is in stock to ship them together.

Q: Will I receive a tracking number?

Yes. As soon as your shipping label is created, you will receive an automated email with your tracking number. Please note that it may take up to 24 hours for the carrier's system (Canada Post / UPS / FedEx) to update the initial scan details.

❄️ Section 2: Product Care & Usage

Q: Do you ship ink during the winter months?

Generally, no. To preserve the quality of our products, we suspend ink shipping during extreme cold (typically December to March). Ink can freeze and expand, causing glass bottles to shatter.

  • Recommendation: We strongly advise choosing "Local Pickup" during winter.
  • Risk: If you require shipping during cold spells, please contact us. However, any damage due to freezing is at the buyer's risk and is not covered by our damage policy.

Q: Will shimmer inks clog my fountain pen?

Shimmer inks are beautiful but require a little extra care. We recommend using a Medium (M) or Broad (B) nib, or a Glass Dip Pen for the best flow. If you leave shimmer ink in a pen unused for weeks, the particles may settle and clog the feed. We suggest cleaning your pen regularly when using sparkling inks.

Q: Is the paper you sell "fountain pen friendly"?

100% Yes. At Shosai, we curate paper specifically for ink lovers. Brands like Tomoe River, Cosmo Air Light, and Bank Paper are chosen because they handle liquid ink exceptionally well, showcasing the ink's unique sheen and shading without bleeding through.

Q: How should I store my inks?

Keep your ink bottles upright in a cool, dark place, away from direct sunlight. UV light can degrade the color over time, and heat can alter the ink's chemistry. The boxes our inks come in are perfect for storage!

Q: My ink looks separated in the bottle. Is it spoiled?

Not necessarily. Highly saturated inks or those with shimmer often settle when sitting still. This is normal.

  • Solution: Gently shake the bottle (ensure the cap is tight!) or roll it between your hands before filling your pen to redistribute the dye and particles. If there is fuzzy mold growing on top, however, discard it immediately.

↩️ Section 3: Returns & Refunds

Q: What is your return policy?

We offer a 30-day return window from the date of delivery. To be eligible, the item must be unused, in its original packaging, and in the same condition that you received it. Return shipping costs are the responsibility of the customer unless the item is defective.

Q: What if I broke the "Void" seal or opened the protective sleeve on the ink box?

Hygiene and quality are our top priorities. To protect the collectible nature of the packaging, our inks are sealed in clear protective sleeves with a tamper-evident "Void" safety seal.

  • The Rule: If this seal is broken, peeled, or the protective sleeve is opened, the item is considered "Used" and is strictly non-returnable, regardless of whether you actually filled a pen. We cannot resell unsealed consumables.

Q: What should I do if my item arrived broken or damaged?

Oh no! Please inspect your package immediately upon arrival.

  • Deadline: You must report any breakage (especially glass items) within 24 hours of the delivery timestamp.
  • Action: Email hi@shosai.ca with clear photos of the damaged item and the exterior packaging. We will arrange a replacement or refund for verified shipping damages.

Q: Can I cancel or edit my order after placing it?

We try to process orders quickly (within 24–48 hours). If you need to make a change, please email hi@shosai.ca immediately with the subject line "URGENT: Order #1234". Once a shipping label has been generated or the items have been sealed for packing, the order cannot be canceled.

Q: How does the warranty work for Quebec residents?

We fully respect the Quebec Consumer Protection Act (CPA). The legal warranty covers defects in workmanship and materials (e.g., a pen that leaks due to a crack in the housing upon arrival). It does not cover accidental damage, normal wear and tear, or issues caused by using incompatible products (like putting calligraphy ink in a fountain pen).

🖊️ Section 4: Fountain Pens & Warranty

Q: Do you sell fountain pens at Shosai?

Yes! In addition to our curated selection of fountain pen inks and paper, Shosai carries a selection of fine fountain pens. We currently stock Opus 88 fountain pens — precision-engineered eyedropper pens made in Taipei, Taiwan — with more brands to come. Visit our Pens collection to see what's currently available in store and online.

Q: What is the Opus 88 Lifetime Replacement Guarantee?

Every Opus 88 fountain pen purchased at Shosai is backed by a lifetime replacement guarantee directly from Opus 88. If your pen is ever damaged beyond normal use or repair, Shosai will coordinate a replacement on your behalf with the manufacturer.

This guarantee covers manufacturing defects and structural damage under normal use conditions. It does not cover loss, theft, or damage caused by misuse (e.g., using corrosive inks not recommended for fountain pens, or dropping the pen onto a hard surface).

Q: How do I make a lifetime replacement claim for my Opus 88 pen?

The process is straightforward:

  1. Contact us at hi@shosai.ca with your order number and a brief description and photos of the damage.
  2. Ship the damaged pen to our Gatineau boutique. We will provide the return address upon confirmation.
  3. We contact Opus 88 on your behalf and arrange for a replacement pen to be sent.
  4. Choose your delivery method for the replacement (see below).

Return shipping to Shosai is at the customer's expense. Once your replacement is approved, you can choose one of two delivery options:

Option A — Direct from Taiwan (2–4 weeks)
Opus 88 ships the replacement pen directly to your door from Taipei. This is typically the faster option. Please be aware that international shipments may be subject to customs clearance fees, import duties, and applicable taxes (GST/PST) upon arrival in Canada. These charges are assessed by the Canada Border Services Agency and are the responsibility of the recipient.

Option B — Via Shosai (timeline varies)
Opus 88 ships the replacement to our Gatineau boutique, and we forward it to you. You pay only one shipping charge (billed at actual cost). This option avoids the uncertainty of customs fees, but the timeline depends on our incoming shipment schedule from the manufacturer and may be longer than Option A. We will give you an honest estimate when your claim is confirmed.

If you are unsure which option is right for you, reach out at hi@shosai.ca and we will help you decide based on your location and timeline.

Q: Can I fill my Opus 88 pen with any fountain pen ink?

Yes, with a few caveats. Opus 88 pens are compatible with the vast majority of fountain pen inks, including those with shading, sheen, and shimmer properties. However, we recommend avoiding:

  • Pigmented or iron gall inks not specifically formulated for fountain pens, as these can clog or corrode the feed over time.
  • Acrylic or India ink, which will permanently damage the pen.

When in doubt, stick to dye-based inks from reputable fountain pen ink brands — the kind we carry at Shosai.

Q: My Opus 88 eyedropper pen is leaking. What should I do?

Leaking in an eyedropper pen is almost always caused by one of two things:

  1. The shut-off valve is open — twist the knob at the base of the barrel clockwise until it stops. Always close the valve when carrying or storing the pen.
  2. The threads are not fully sealed — when filling, apply a thin layer of silicone grease to the barrel threads before closing. Do not use petroleum-based products like Vaseline, as these will degrade the O-rings over time.

If the pen continues to leak after these steps, contact us at hi@shosai.ca — it may qualify for a replacement claim.