Frequently Asked Questions

It is exciting to see so much recovery over the past few months but with the economy beginning to bounce back, businesses now face new pricing and logistical challenges. Like many companies, National Pen is dealing with unprecedented material and transportation costs, as well as global labor shortages.

You may see increased prices on some of our products – Despite our best efforts to maintain our existing pricing, to continue to bring you the very best quality promotional products for your customers, we have had to increase prices on some of our products due to rising costs.

You may find some shipping delays – National Pen has made large investments in our inventory so that we can deliver customized products to you on time. That said, we suggest that you order your favorite items early to avoid any shipping delays. We also ask for your patience during this extraordinary time as our teams work hard to manage the additional demand.

Nothing is more important to us than helping you be your best and make a personal connection with your customers. We are committed to transforming our business practices to deliver the best value by improving our website, broadening our product selection, and providing a more personal experience.

We’ll send a confirmation email with your invoice straight to your inbox. If you have not received your order confirmation email, please contact us.

At this time, we’re not able to customise each pen within an order.

Good news! We offer significant discounts for larger quantity orders. Just give us a call at 1-866-907-7367 and we’ll be happy to help you.

Yes, of course. Just a heads up—we design each product at a time, so there will be an extra shipping and handling charge for each separate design.

It’s hard to choose, right? We’ll be happy to include both ink colors in your order, just be aware that there will be an extra shipping and handling charge for each colour.

When you’re checking out (and before you’ve completed your order), we’ll display your exact total price.

Our team gets to working on your order quickly, so we’re not able to make any changes once it’s been placed.

For any PPE orders, please note that returns are not accepted at this time.

We’re not happy unless you are! If your order is not exactly how you approved it, we have your back. Contact our Customer Care Team at 1-800-347-7367 and we’ll make it right.

Please be aware that infrequent manufacturing variances such as slight variations in product material, color, and packaging can be expected.

No, once you’ve uploaded your logo successfully, we have it on file. You can view your logo(s) in the My Account section.

We set the amount of lines you’re able to add to ensure your message looks great. You can find the amount of lines allowed under Imprint Specifications.

We like the double exposure! Many products have room for multiple imprints (like on the barrel and clip of a pen) — please leave this instruction in the Special Requests box when customizing or give us a call at 1-866-907-7367.

If a preview is available, you will see it in our Customizer section before placing your order. Currently, some of our products don’t allow for an imprint preview. To ensure that your text is produced properly, please type directly into the text fields provided. Note that pasting copy could result in errors.

At this time, there are some products that don’t show your logo while you’re designing. Please be assured that if there are any changes needed on our end, we’ll reach out with a proof for your approval.

Of course! View our artwork tips page to learn how to upload your logo.

Personalisation is our thing! Our imprint styles are listed on our artwork tips page.

If you have uploaded a logo to your imprint, you can receive a proof by checking the box that says “Click here if you require a free digital print proof.”

We know business is tough right now, so we are pleased to provide you with multiple options to pay for your order:

We’ve got you covered. We accept Visa, MasterCard, and e-checks.

Payment is due upon receipt. Terms are granted on approved credit. Late payments are assessed as 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.

No, not typically! We’ll only request pre-payment if the total invoice amount exceeds the credit limit agreed to by our Credit Control Department.

Each time you order from us, we prepare your products by hand so our machines print your logo or text perfectly. This charge covers that personal setup.

While we already have your imprint information on file, the setup charge covers the cost of personally setting up your order each time. For example, when you order pens, whether it’s your first or fifth time, a member of our team has to manually set up the machine so your imprint information is perfect.

Not at this time, sorry about that! To make sure your order is safe and secure, we require a signature at the time of delivery.

We're excited for you to get your order! Generally, orders are shipped 7-10 business days after the order date.^* Once your order is placed, here's what you can expect:

^*Note: Order processing, production, and shipping may be expedited in order to align with our holiday shipping deadlines.

Shipping prices vary depending on the value of your order, the shipping method, or the weight of your product.

Your order will be shipped via UPS Standard.

You'll receive an email with your tracking number once we've shipped your order. Please be advised that if your order is under 10 pounds, a tracking number will not be available.

All shipping promotions exclude delivery to PO boxes.

We're sorry to hear you haven't received your order yet! Please consult your tracking number or give us a call at 1-800-595-9547 and we'd be happy to help.

For delays in delivery caused by natural disasters or other circumstances over which National Pen has no direct control, National Pen will not be held accountable. Please understand that 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.

We love a deal! Check out our Promo Codes & Coupons section.

Enter your promo code in the appropriate box when you add the products to your cart. Click "Apply".

It's your lucky day! You can enter the offer code you received here

You may see increased prices on some of our products. Despite our best efforts to maintain our existing pricing, to continue to bring you the very best quality promotional products for your customers, we have had to increase prices on some of our products due to rising costs.

All prices are per quantity and based on a one colour imprint and location unless otherwise specified. Charges for logos and special printing requirements are applicable to some items and are noted in the pricing block as “setup charges”. Further, customization will be quoted on an individual basis. Our prices may be revised during the year.