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
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
How can I update my account and email
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
We are happy to send up to 2 free samples for your review.
Simply contact an Account Executive at 866-900-7367
You will see a preview of your imprint on the product before
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
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
Why don't I see my logo on my product
You will see your uploaded logo below
your imprint preview. Our expert artists will make sure it
on the product and will send you a proof for approval before your order
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:
- Preferred formats: CDR (Corel Draw), AI (Adobe
Illustrator), EPS (from vector-based applications such as Illustrator.
- Freehand or Corel Draw and PSD (Photoshop). 300 dpi TIFF
or JPEG files are subject to a $12.50 redraw fee.
- We cannot accept faxes, copies, or images pulled from the
- File size should not exceed 2 MB.
- For all logo orders, your imprint will be auto-sized for
Art may be delivered by methods indicated below
- PC compatible CD
- Color artwork is not recommended and may result in
additional setup charges.
- Color artwork is not acceptable for laser, silkscreen,
paper products, translucent or holographic foil wrapped products.
Please be aware that infrequent manufacturing variances such
as slight variations in product material, color and packaging can be
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
To Pay On-Line Click Here
We accept the following
credit cards as well as E-Checks.
- Master Card
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.
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.