Frequently asked questions
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Ask usThe pen
What is SneakPen?
A real ballpoint pen with a paper strip inside. You write or print your lines on the strip, load it into the pen, then turn the wheel to scroll them behind a small window. A quarter turn of the cap covers the window.
Is it a real pen? Does it actually write?
Yes. The bottom half is a real ballpoint, and it writes like one. The strip lives in the top half.
SneakPen or SneakPen Solo: which one is right for me?
Same pen, two ways to fill the strip. With SneakPen Solo, you cut the strip from the roll and write it by hand, following the cutting guide on our How to use page: 20 to 30 lines. With SneakPen, the pocket printer does the layout: every strip comes out already marked, up to 75 lines, and all that's left is to cut, fold and load it.
Do I need the pocket printer?
No. SneakPen Solo works entirely by hand: you cut and write your own strip, following our How to use guide. The pocket printer makes it faster and fits more: up to 75 lines instead of 20 to 30, printed with the cut and fold marks already on the strip. If you'll use it often, SneakPen is the one to take.
What's in the box?
SneakPen: the pen, the pocket printer with a roll already inside, tweezers and a USB-A to USB-C cable. SneakPen Solo: the pen, a roll and tweezers. Both come in a black gift box. Pocket Printer: the printer, with a roll already inside, and its cable. Paper Refills: six rolls.
What can I keep on a strip?
Anything you want at hand without reaching for your phone: the outline of a speech, a recipe, song lyrics, a packing list, a to-do list. If it fits in 75 lines, it fits in the pen.
How big is it?
The size of a normal pen: 12 mm across and 152 mm long. It goes wherever your usual pen goes.
What is it made of?
Plastic, all the way through, like a normal pen.
What colors does it come in?
Black. Full black, for now.
Does it work for left-handed people?
Yes: the wheel turns both ways, so it works in either hand.
Can I buy the Pocket Printer or Paper Refills on their own?
Yes, both. The Pocket Printer and Paper Refills are each sold on their own.
I have SneakPen Solo. Can I add the Pocket Printer later?
Yes. Add the Pocket Printer whenever you like: it works with the same pen.
How does the mechanism work?
The wheel in the middle of the pen drives two rollers inside, in sync: one winds the strip in while the other lets it out, so the strip scrolls behind the window. A small fold at each end holds the strip in its roller.
What does the rotating cap do?
It opens and closes the window. A quarter turn uncovers the strip, a quarter turn back covers it, and it clicks into place both ways.
Can I take the pen apart?
No, and you never need to. To load a strip, turn the cap to its open position and slide the strip into the two rollers: nothing comes off. Step by step on How to use.
How many lines can I see at once?
Three to four printed lines at the smallest text size. Bigger text means fewer lines in the window: turn the wheel for the rest.
Can I scroll back up?
Yes. The wheel turns both ways, as slowly as you like.
How much fits on one strip?
Up to 75 printed lines, or 20 to 30 lines by hand. A strip is 220 × 40 mm, with a 16 cm text zone in the middle.
Is the text easy to read, even in low light?
It's black print on white paper, so it reads like a page, and like a page it needs a little light.
Does the strip wear out with use?
A strip is made for quick looks, not endless scrolling. On average it takes 4 to 6 full trips up and down before its folds start to loosen. When that happens, make a fresh strip: it only takes a minute.
Does the pen need charging?
No. The pen is purely mechanical: no battery, nothing to charge. Only the pocket printer has a battery.
The strip and the app
How do my notes get into the pen?
Two ways. By hand: cut a strip from the roll, write on it, fold both ends toward the text and load it, following the guide on How to use. Printed: type your text in the free SneakPen app, print it on the pocket printer, cut it on the marks, fold both ends toward the text and load it, as shown on How to use.
Can I write on the strip by hand? What should I write with?
Yes. Thermal paper takes a ballpoint perfectly well, and the SneakPen itself does the job. Stick to the dimensions and the cutting guide on our How to use page, and keep your writing small: 20 to 30 lines fit comfortably.
How do I cut and fold a strip by hand?
With scissors, following the cutting guide on our How to use page: it gives the length, the fold lines and the two corners to trim.
Is there a template for cutting strips?
Yes: you'll find it on our How to use page.
Do I need scissors?
Yes, a pair of scissors: to cut the strip to length and trim its two corners.
Why are two corners cut off?
So the strip slides into the rollers more easily. Our How to use page shows exactly where to trim.
How do I load a strip?
In short: fold 2 mm at each end, toward the text, and turn the cap open. Slide the top fold into the upper roller and wind the strip on with the wheel, then slide the other fold into the lower roller and turn back. Every step is shown on our How to use page.
How do I change the strip without tearing it?
Turn the wheel 1 to 2 cm past the STOP at either end: that end stays partly in its roller. Slide the tweezers flat under the strip, across the whole window, and pull them gently away from that roller: the end slides out. Then unwind the other side while pulling gently: the strip comes out in one piece. Never pull hard, and use the tweezers only to take a strip out. Step by step on How to use.
What are the tweezers for?
Only to take a strip out of the pen: turn the wheel 1 to 2 cm past a STOP band, slide them flat under the strip and pull them gently away from that roller. You don't need them to load a strip. Details on How to use.
Can I reuse a strip?
No. Once a strip's ends or folds have been creased, it no longer holds properly in the rollers and can get stuck inside the pen. Always load a fresh strip.
Can I use both sides of the strip?
Only one side faces the window, so only one side gets read. Write or print on that side.
Can I use a shorter or a longer strip?
Printed strips always come out at 22 cm. By hand, cut your strip to 21 cm, following the cutting guide on How to use.
Do you sell strips already cut to size?
No, we sell rolls: each one gives 20 to 25 strips. Cutting takes seconds, and when you print, the SneakPen app adds the cut marks for you.
Does it arrive ready to read?
No. Your pen arrives empty, with a blank roll. You fill the first strip yourself, by hand or printed, and load it in a couple of minutes.
How does printing work, step by step?
Type your text in the free SneakPen app and export it as a PDF. Open the PDF in the FunPrint app and choose Original text, never self-adaption: it keeps the strip at its real size. Then cut, fold and load the strip. The full guide, with the right FunPrint settings, is on our How to use page: follow it closely the first few times.
Does the app work on my phone?
The SneakPen app runs in any recent browser, on iPhone, Android or a computer. FunPrint, the app that prints, is free on the App Store and Google Play. Setup on How to use.
Is there a SneakPen app to download?
No download needed: the SneakPen app is a web app that runs in your browser, and you can add it to your phone's home screen like any other app. How to do it is on our How to use page. The only app to install is FunPrint, the pocket printer's app.
What is FunPrint, and why do I need it?
FunPrint is the pocket printer's own app, free, from the printer's maker. For now, the SneakPen app lays out your strip and FunPrint sends it to the printer. A native SneakPen app that prints directly is coming in a future update.
Is the app free?
Yes. Free, with no account and no subscription.
Do I need an account to use the app?
No. Neither the SneakPen app nor FunPrint needs an account, and nothing you write is stored on our side: it's 100% yours.
Can I use it from my computer?
Yes, the SneakPen app works in a computer browser too. Export the PDF, send it to your phone, and print it from FunPrint.
Does it need Wi-Fi or an internet connection?
No Wi-Fi needed. Once the SneakPen app is open on your phone, it works offline, and FunPrint talks to the pocket printer over Bluetooth.
How do I connect the pocket printer to my phone?
Hold the printer's button 2 to 3 seconds, until the light turns green. Then, in FunPrint, tap My Device to connect it.
Can it print anything besides words?
Yes. Besides text, the SneakPen app takes images, so a small drawing, a diagram or a map prints fine.
Can I change the text size or the font?
The text size, yes: bigger or smaller in one tap. The font is fixed. Bold, italic, underline, lists, alignment and columns are all there.
Can I type in any language?
Yes. Every language and every character set is supported.
Can I save a strip and print it again later?
Yes. Your PDFs are saved locally in the SneakPen app, and in FunPrint too once you've opened them there, so you can print them again anytime.
Can I print my own file without the SneakPen app?
We don't recommend it. Strips for SneakPen always go through the SneakPen app first: it's what sizes the strip exactly and adds the cut, fold and stop marks.
What are the marks at each end of a printed strip?
The solid lines at each end are cut lines. The dotted lines are fold lines. The two stop blocks are limits: while reading, stop when one reaches the window, or the strip can come off the rollers. You only turn past one on purpose, to take the strip out.
Does the pocket printer need ink?
No, never. It prints with heat on thermal paper, so there's no ink or cartridge to buy, and it prints in black. The only refill is paper.
Can I use the pocket printer for other things?
Yes. It's a real little thermal printer: FunPrint can print lists, labels or photos on SneakPen paper.
Can I use my own thermal printer instead?
No. Only our pocket printer is made to work with the SneakPen app and FunPrint, and to print on SneakPen thermal paper.
Is what I type private? Does the app keep my text?
Your text never leaves your device. The SneakPen app saves your notes and PDFs locally: nothing is uploaded, and we never see it. That also means we can't recover them, so export a JSON copy before you switch phones or clear your browser data.
Paper and power
What paper goes in the pen?
Only SneakPen thermal paper. It's made for the pen: its width and weight are chosen to print cleanly and to fold perfectly into the rollers.
Can I use my own paper, or another thermal roll?
No. Another roll will be the wrong width, and damage caused by other paper isn't covered as a defect.
Where do I buy more paper?
Right here: Paper Refills, six rolls per pack.
How many strips do I get from one roll?
20 to 25 strips, depending on how much you trim.
What's in a Paper Refills pack?
Six rolls of SneakPen thermal paper: 120 to 150 strips.
Is the thermal paper safe to handle?
Yes. It's BPA-free and BPS-free, confirmed by two SGS lab reports.
How long does a print last?
The print holds up. What wears is the strip itself: after several full trips up and down, its folds loosen. When that happens, make a fresh strip.
How should I store strips and rolls?
Somewhere cool, dry and dark, away from heat and sunlight, like any thermal paper.
Which side of the paper do I write or print on?
When you print, the printer takes care of it, as long as the roll sits the right way: see our How to use page. By hand, write on the side that will face the window.
How do I change the roll in the pocket printer?
Pull the cover open by its notches. Put the roll between the two small black rings (keep them: refills come without rings), feed the paper out through the slot, and close the cover. Shown on How to use.
How do I charge the pocket printer?
Through its USB-C port, from any standard USB charger or computer port. A full charge takes about an hour.
How long does the battery last?
4 to 6 hours of printing. The printer is only on while you print a strip, so one charge usually lasts 6 to 12 months of normal use.
Can I print while it's charging?
Yes.
Can I take it on a plane?
Yes. Its battery is small, 4.44 Wh, far below airline limits. Keep it in your cabin bag rather than your checked luggage, and follow your airline's rules. The pen itself has no battery.
Is the battery safe? What should I avoid?
It's a lithium-ion cell, built in and not user-replaceable. Charge it through USB-C, and don't open it, crush it, or heat it above 60 °C.
Is SneakPen safe for children?
It isn't a toy. The tweezers are a small part, so keep them away from children under 3, and the pocket printer has a lithium battery. Orders are for adults: you must be 18 to buy.
Is it certified for Europe, the UK and the US?
The pocket printer carries the CE mark and has an FCC ID. Our EU and UK Authorised Representatives are named on our product safety page, with the details of each product.
Where can I find the safety and compliance information?
On our product safety page: manufacturer, EU and UK Authorised Representatives, models and references, battery and end-of-life information, and the FCC statement.
How do I recycle the pocket printer and its battery?
Not with household waste. Take it to a collection point for electronics and batteries: that's what the crossed-out bin on the box means.
Ordering, delivery and returns
How can I pay?
With the payment methods shown at checkout, depending on your country and your device. Every payment is secured end to end by Shopify.
Is it safe to pay on your site?
Yes. Payment is handled end to end by Shopify's secure checkout, and we never see or store your full card number.
Can I order several products at once?
Yes. Add everything to your bag and check out once.
Where do I enter a discount code?
At checkout, in the discount code field, before you pay. Our automatic offers need no code: they apply in your bag.
I forgot my discount code. Can you still apply it?
No. Once your order is placed and the 30-minute cancellation window has passed, it's too late to add a code.
Are taxes included in the price?
In the EU, prices include VAT. For deliveries to the EU, the UK and the US, we also take care of import taxes and duties: what you pay at checkout is all you pay. Elsewhere, your country may charge duties and taxes on delivery.
Can I change or cancel my order after paying?
You have 30 minutes after ordering to change or cancel it: write to us through our contact page. After that, our Terms of service apply.
I didn't get a confirmation email.
Check your spam folder. Still nothing? Write to us through our contact page.
My payment was declined. What can I do?
Check your card details and billing address, then try again: your bank may also ask you to approve the payment in its app. Still declined? Try another payment method, or ask your bank: we can't see why a payment was refused.
Is everything in stock?
Yes. Every product is available and ships within 24 hours, or your money back.
Do you take bulk or business orders?
Yes. Tell us what you need through our contact page: products, quantities and delivery country.
Where else can I buy SneakPen?
Only here, on sneakpen.com. If you find it sold somewhere else, it isn't from us.
Do you ship to my country?
We ship to the countries below, always as a tracked parcel. If yours isn't listed, we can't deliver there yet. Times are the carrier's, in business days from dispatch, and customs clearance can add a few days.
| Country | Standard | Express |
|---|---|---|
| Angola | up to 13 days | |
| Australia | up to 10 days | |
| Austria | up to 10 days | up to 8 days |
| Bahrain | up to 12 days | |
| Belgium | up to 10 days | up to 6 days |
| Brazil | up to 25 days | |
| Bulgaria | up to 10 days | |
| Canada | up to 9 days | up to 7 days |
| Croatia | up to 10 days | |
| Cyprus | up to 12 days | |
| Czechia | up to 10 days | |
| Denmark | up to 10 days | up to 7 days |
| Estonia | up to 10 days | |
| Finland | up to 10 days | |
| France | up to 10 days | up to 5 days |
| Germany | up to 10 days | up to 8 days |
| Ghana | up to 16 days | |
| Greece | up to 12 days | |
| Hungary | up to 10 days | |
| Ireland | up to 10 days | |
| Israel | up to 10 days | |
| Italy | up to 10 days | up to 8 days |
| Jordan | up to 14 days | |
| Kenya | up to 16 days | |
| Kuwait | up to 12 days | |
| Latvia | up to 10 days | |
| Lithuania | up to 10 days | |
| Madagascar | up to 15 days | |
| Malaysia | up to 12 days | |
| Mauritius | up to 14 days | |
| Mayotte | up to 16 days | |
| Mexico | up to 12 days | |
| Morocco | up to 15 days | |
| Netherlands | up to 10 days | up to 6 days |
| New Zealand | up to 10 days | |
| Nigeria | up to 16 days | |
| Pakistan | up to 13 days | |
| Peru | up to 23 days | |
| Philippines | up to 10 days | |
| Poland | up to 10 days | up to 8 days |
| Portugal | up to 10 days | |
| Qatar | up to 12 days | |
| Réunion | up to 15 days | |
| Romania | up to 10 days | |
| Rwanda | up to 13 days | |
| Saudi Arabia | up to 12 days | |
| Senegal | up to 15 days | |
| Seychelles | up to 13 days | |
| Singapore | up to 6 days | |
| Slovakia | up to 10 days | |
| South Africa | up to 12 days | |
| South Korea | up to 8 days | |
| Spain | up to 10 days | up to 8 days |
| Sweden | up to 10 days | up to 7 days |
| Tanzania | up to 13 days | |
| Thailand | up to 8 days | |
| Uganda | up to 16 days | |
| United Arab Emirates | up to 10 days | |
| United Kingdom | up to 15 days | up to 5 days |
| United States | up to 15 days | up to 8 days |
| Vietnam | up to 6 days | |
| Zambia | up to 18 days |
How much does shipping cost?
It's calculated at checkout, from your country and the delivery speed you choose, and you see it before you pay.
When will my order ship?
Your order ships within 24 hours, or your money back. When it leaves, you get an email with your tracking number.
How long does delivery take?
It depends on your country: each one is listed with its delivery times in our delivery table.
Can I choose express delivery?
Yes, in 13 countries: Austria, Belgium, Canada, Denmark, France, Germany, Italy, the Netherlands, Poland, Spain, Sweden, the UK and the US. Choose it at checkout. It makes the biggest difference in the UK and the US: 5 and 8 business days instead of 15.
Will I be asked to pay anything on arrival?
Not in the EU, the UK or the US: taxes and import duties are covered, so there's nothing more to pay on delivery. Elsewhere, your country may charge local duties and taxes when the parcel arrives.
How do I track my order?
When your order ships, you get an email with your tracking number and a link to follow the parcel.
My tracking hasn't moved in days. What should I do?
Tracking links usually become active 24 to 48 hours after our shipping email: that's normal, no need to worry. If your link still shows nothing 5 days after that email, write to us through our contact page.
My parcel shows as delivered, but I don't have it.
First check your mailbox, reception desk and neighbors. If you still can't find it, write to us through our contact page with your order number, and we'll open an investigation with the carrier.
My order still hasn't arrived. When is it considered lost?
If tracking shows no delivery 30 days after dispatch, write to us. Once the carrier confirms the parcel is lost, we send a replacement or refund you.
I missed the delivery, or my parcel went back to you.
Follow the carrier's notice to rebook or collect your parcel in time. If it comes back to us because it wasn't collected or the address was wrong, we can send it again, as set out in our Terms of service.
Do you ship to overseas territories?
We deliver to Réunion and Mayotte. Other overseas territories aren't open yet: if yours isn't offered at checkout, we can't deliver there for now.
I ordered several items. Will they arrive in one parcel?
Yes: one order, one parcel.
Are there delays around holidays?
Sometimes. Around major public holidays, carriers and our warehouse slow down or pause for a few days. We announce any longer pause on the site.
Can I change my mind?
Yes. You have 30 days from delivery to change your mind, with no reason needed. Start from our Returns page. The full conditions are in our Terms of service.
How do I start a return?
Fill in the return request on our Returns page within 30 days of delivery. We confirm it and send you the instructions.
My SneakPen isn't working. Is it faulty?
SneakPen is a precise, delicate mechanism and it takes a little practice: go slowly the first few times, and never force the wheel or the cap. Follow the How to use guide to the letter, especially for cutting, folding and loading the paper. Damage caused by handling outside the guide is not covered. Still stuck? Write to us.
Where do I send my return?
Fill in the return request on our Returns page. We'll check your order and email you the return slip and the address. Put the slip in the parcel: without it, we cannot identify your return.
Do I need the original box?
For orders delivered in Europe and the UK, no: pack the products carefully so they arrive intact. Elsewhere, products must come back unused and in their original packaging. The exact conditions are in our Terms of service.
When and how will I be refunded?
To the payment method you used, within the timeframes set out in our Terms of service.
Do you refund the original shipping cost?
Yes, for orders delivered in the European Union and the UK: the standard delivery cost is refunded with the products you send back. For other countries, the conditions are in our Terms of service.
Can I exchange instead of returning?
We don't do direct exchanges. Send the product back under our 30-day policy and place a new order for the one you want.
My order arrived damaged.
Write to us through our contact page within 7 days of delivery, with photos of the parcel and of the product.
Something is missing from my box.
Write to us through our contact page with your order number and a photo of what you received.
I received the wrong item.
Write to us through our contact page with your order number and a photo of what arrived.
Gifts
Can you send it straight to the person I'm giving it to?
Yes. Enter their name and address as the delivery address at checkout. The order confirmation still comes to you.
How is it boxed?
In a black gift box, ready to hand over. See it on our product photos, and unboxed on our social accounts.
More answers
Is SneakPen patented?
The SneakPen mechanism is patent pending in the US, and we hold the priority to extend that protection internationally. We act against copies without delay.
How can I contact you?
Through our contact page. A real person reads and answers every message.
How do you use my personal data?
Everything is in our Privacy policy, and our Cookies page lists what runs on this site.
How do I change my cookie choices?
Click Cookie preferences at the bottom of any page: the banner opens again and you can change your choice.
How do I unsubscribe from your emails?
Click Unsubscribe at the bottom of any of our emails.
How do I delete my account or my data?
Write to us from our contact page and we'll delete it, except the order records we must keep for accounting. Your rights are set out in our Privacy policy.
How can I become a SneakPen creator or affiliate?
Write to us through our contact page and tell us about you and your channels.
The wheel turns but the strip doesn't move.
The strip has slipped out of a roller. Take it out (see How to use), and if it's creased, make a new one: a creased strip keeps slipping. Tip: practice a few times at home before you rely on it every day.
The strip is crooked or rubs inside the window.
Same fix: take the strip out as shown on How to use, and if it's creased, make a new one. A strip that has gone crooked once will keep doing it.
The fold keeps slipping out of the roller.
Make a real, sharp 2 mm fold, toward the text. Push it through the roller's slot until it comes out the other side: it then catches, and you feel a slight resistance. That's when you can start winding. Step by step on How to use.
The strip tore or got stuck inside the pen.
Take the strip out and make a new one: a strip that has jammed once won't run smoothly again. The pen takes a little practice at first, and our How to use page shows how to remove a strip cleanly.
The cap won't turn or won't close.
Don't force it. Check that the strip isn't catching at the edge of the window, then try again. Still stuck? Write to us with a short video.
FunPrint can't find the pocket printer.
Check that the printer is on and charged, that your phone's Bluetooth is on, and that FunPrint is allowed to use it. Keep the printer close, restart FunPrint, and connect from inside FunPrint, not from your phone's settings.
The pocket printer prints a blank strip.
Check that you're printing the right PDF, and that FunPrint's settings match the ones on our How to use page. Still blank? Send us a screenshot through our contact page.
The print is faint or patchy.
Check that FunPrint's settings match the ones on our How to use page.
The print is cut off or doesn't line up with the marks.
Follow the printing steps and settings on our How to use page.
The paper jammed in the pocket printer.
Turn it off, open the cover and take the roll out. Cut off the crumpled paper, put the roll back and close the cover.
My PDF won't open in FunPrint.
Give it a moment, or try again: FunPrint sometimes loads a PDF in the background and shows it a few seconds later. Still nothing? Write to us through our contact page.
The app won't let me type anymore.
That's a problem with the SneakPen app: write to us through our contact page and tell us what happens.
The print isn't centered on the paper.
While it prints, hold the paper so it comes out straight and centered in the printer.
