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Customer Care Center
Need assistance? We're here to help! Call or email one of our experts for more information on our products and services.
Monday thru Friday - 7:00 a.m. to 7:00 p.m. CST
Monday thru Friday - 7:00 a.m. to 7:00 p.m. CST
Email us at: CustomerCare@pens.com
To correspond or order by mail:
342 Shelbyville Mills Road
Shelbyville, TN, 37160-0189
Frequently Asked Questions
Ordering for Christmas Delivery?
Online orders must be placed by December 7 for Christmas delivery. After December 7, there's still time! Browse our selection of Rush Products online, and call one of our experts at 888-672-9267 for expedited shipping through December 14. If order is placed after December 14, there is no guarantee your products will arrive by Christmas. View all available products here.
I received a promo code in the mail - where do I enter this?
If you received a promo code with a mailing, enter it in the "Promo Code" box on the homepage to receive your personalized information.
How can I update my account and email preferences?
After you log in to your account, you can click on the My Account link to update your user information, email preferences, billing and shipping addresses, and password.
Where is my order history?
Once you log into your account, you can view your past orders in the Order History section. Orders placed prior to February 2011 will not be shown - please contact Customer Care at 866-388-9853 for this information.
To check the shipping status of you recent order Click here. The shipping status of your order will be updated and available online as soon as your order leaves our factory.
All of our products are 100% guaranteed to be free of defects and produced to your order specification. If your purchase isn't satisfactory, call Customer Care to arrange to return the unused portion, anytime within one year, for a prompt and courteous refund. Our tried and true guarantee is that you never risk a penny with National Pen!
We are happy to send up to 2 free samples for your review. Simply contact an Account Executive at 866-900-PENS (7367).
You will see a preview of your imprint on the product before ordering. To ensure that your imprint is produced properly, please type your imprint directly into the Your Imprint fields provided. Note that pasting copy into the text box could result in imprint errors.
You already have my logo on file - do I need to upload it again on the new pens.com website?
You can Log In to your account and view logos and images you have previously uploaded in the Your Images section of your account page.
I uploaded my logo on the new pens.com website - where do I view it?
Your uploaded logo will appear in the Custom Logo pop-up and below your imprint preview when customizing products (if you have added your logo to this product). You can also view your logo image in My Account section.
Why don't I see my logo on my product image?
You will see your uploaded logo below your imprint preview. Our expert artists will make sure it looks perfect on the product and will send you a proof for approval before your order is produced.
Your logo, trademark, or special lettering must be a minimum of 300 dpi in PC compatible format and follow the formats and specifications indicated below:
Art may be delivered by methods indicated below
Please be aware that infrequent manufacturing variances such as slight variations in product material, color and packaging can be expected.
National Pen offers significant discounts for larger quantity orders. Please contact an Account Executive at 888-672-7370 if you need quantities that are different from our web site.
All prices are per unit and based on a ONE color imprint and location unless otherwise specified. Please call for a custom quote for additional customization.
To Pay On-Line click: HERE
We accept the following credit cards as well as E-Checks.
Payment is due upon receipt. Terms are granted on approved credit. Late payments are assessed a late charge. You agree to pay all the company's reasonable attorney's fees and collection agency fees incurred in the collection of your late payment. Checks returned for Non Sufficient Funds will be assessed a $25.00 fee.
You may send payment by mail to:
National Pen Co. LLC
PO Box 847203
Dallas, TX 75284-7203
What is a set-up fee?
A visit to any of our plants is truly a fascinating experience. The vast array of machines used to manufacture your order is amazing. Machine set-up is one of the costs associated with producing your order. Every time an order or batch of orders is produced, we need to stop the machine and get it ready (set-up) to produce the specific orders. What's interesting is that the cost to set-up the machine is the basically the same for any sized order from 1 to 1,000,000. Since this fee covers the cost of stopping the machine and setting it up for the next set of orders, that's why it is the same for any sized order.
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