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Frequently Asked Questions
Order Status |
Our Guarantee |
Free Samples |
Artwork |
Merchandise Consistency |
Order Size |
Pricing |
Shipping Time/Rush Service |
Shipping & Billing
My Account
Will my existing login work on the new pens.com website?
Yes! Use your existing pens.com account information to log in to our new updated website. If you cannot remember your password, please click on the "forgot password" link to have your password reset via email.
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.
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Order Status
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.
Our Guarantee
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!
Free Samples
We are happy to send up to 2 free samples for your review. Simply contact an Account Executive at 866-900-PENS (7367).
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Artwork
Artwork FAQs
You already have my logo on file - do I need to upload it again on the new pens.com website?
If you have already given us your logo, you can simply choose the "Logo On File" option in the Custom Logo pop-up. However, if you would like to upload your logo so you can view it in your account and see it online, you should upload your logo again.
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?
Your logos will not appear on your product preview - these images will be uploaded by our team of image experts during fulfillment.
Artwork Requirements
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:
1. Preferred formats: CDR (Corel Draw), AI (Adobe Illustrator), EPS (from vector-based applications such as Illustrator.
2. Freehand or Corel Draw) and PSD (Photoshop). 300 dpi TIFF or JPEG files are subject to a $12.50 redraw fee.
3. We can not accept faxes, copies, or images pulled from the Internet.
4. File size should not exceed 2 MB.
5. For all logo orders, your imprint will be auto-sized for maximum impact.
Art may be delivered by methods indicated below
1. email
2. PC compatible CD
3. Floppy Disk
Color Artwork
1. Color artwork is not recommended and may result in additional setup charges.
2. Color artwork is not acceptable for laser, silkscreen, paper products, translucent or holographic foil wrapped products.
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Merchandise Consistency
Please be aware that infrequent manufacturing variances such as slight variations in product material, color and packaging can be expected.
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Order Size
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.
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Pricing
All prices are per unit and based on a ONE color imprint unless otherwise specified. Please call for a custom quote for additional customization.
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Shipping Time
Most orders ship in 7 to 10 business days. However, we can't start production until credit is approved and any custom artwork has been approved. Production times do not include weekends or holidays.
We will do our best to let you know at time of ordering if your order will be delayed.
Shipping Rates
$0.01 - $49.99 Shipping cost = $11.95
$50.00 - $99.99 Shipping cost = $14.95
$100.00 - $149.99 Shipping cost = $19.95
$150.00 - $199.99 Shipping cost = $23.95
$200.00 - $299.99 Shipping cost = $26.95
$300 + Shipping cost = Calculated at checkout
Rush Service
Need your order fast? We offer a selection of products that can ship in 48 hours (after art and credit approval). For a nominal fee, we'll fast-track your order through the printing process. View all available products here.
For even faster shipping options, please contact us at 888-672-9267.
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Shipping & Billing Information
Most orders are shipped by FedEx or UPS Ground. Cost of shipping depends upon weight and distance and is calculated at the time of shipment. Due to carrier restrictions, we cannot ship to Post Office Box addresses. National Pen will not be held accountable for delays in delivery occasioned by acts of God or other circumstances over which we have no direct control. Factory shipment or delivery dates are estimates, and in no case shall National Pen be liable for any consequential or special damages arising from any delay in delivery. Extra charge for HI and AK delivery applies.
Accepted Credit Cards
1. American Express
2. Master Card
3. Visa
Checks returned for Non Sufficient Funds will be assessed a $20.00 fee.*
Payment 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.
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