Frequently Asked Questions

Whether you have questions about imprints or past orders, we’ve got the answers you need.

My Account

  • Where can I check the status of my order?

    We can’t wait for you to get your order! You can check the status in the My Account section. Once your order leaves our facility, the shipping status of your order will be updated.

  • How do I update my account and email preferences?

    Once you log into your account, click on the My Account link. You’ll then be able to update your user information, email preferences, billing and shipping addresses, and password.

  • Where can I find my order history?

    We’ve saved it all for you in the Order History section! Just log into your account.

  • Where can I create a new account?

    We’re excited to have you! It takes just a minute to create a new account. You can also sign up for emails to receive personalized previews of your logo on products.

  • Help, I forgot my password!

    It happens to the best of us. Don’t worry, just visit the password recovery page and you’ll be good to go.

Ordering

  • What impact do the global supply chain challenges have on you?

    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.

  • Will I receive a confirmation email when I place my order?

    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.

  • I’d like a different name on each pen within my one order - is that possible?

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

  • I want to order a larger quantity than is listed on your site - how can I do that?

    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.

  • Can I order an assortment of designs?

    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.

  • Is it possible to get half of my order with blue ink and the other with black?

    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.

  • How do I calculate the total price of an order?

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

  • Can I make changes to my order?

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

  • What's the return policy on PPE (personal protective equipment) products?

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

  • You Can Shop with Confidence

    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.

  • A note about product consistency:

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

Designing

  • You already have my logo on file—do I need to upload it again?

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

  • Can I add an extra line to an engraved pen?

    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.

  • Can I have two imprints on my product?

    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.

  • Will I see a preview of my imprint?

    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.

  • Why can’t I see my logo?

    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.

  • Can I add my logo to a pen?

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

  • What kind of imprint can I get on my promotional product?

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

  • Will I get a proof to review?

    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.”

Payments

  • How do I pay for my order?

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

    1.You can pay online when you order through the pens.com website.

    2.For many of our bestselling products, you can pay upon receipt of your order. Just select the “Buy Now, Pay Later” option during the checkout process. Your invoice will be included with your delivered order.

    3.You can mail your payment to National Pen:
    National Pen Co. LLC
    PO Box 34585 Place St-Laurent
    St-Laurent QC H4R 2P4

  • What types of payment do you accept?

    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.

  • Do you request a pre-payment when placing an order?

    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.

Setup & Shipping

  • What is a setup charge?

    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.

  • Why do I have to pay a setup charge every time I order?

    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.

  • Do you deliver to P.O. boxes?

    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.

  • How long will it take to receive my order?

    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:

    1.

    Order Processing & Review

    1-2 Business Days

    Credit and custom artwork approval.

    2.

    Production

    7-10 Business Days

    Creation of your personalized product.

    3.

    Shipping

    7 Business Days or Less

    This is dependent on your shipping method. UPS Ground is the standard shipping method and typically takes 7 business days or less.

  • How much is shipping?

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

    Standard Weight Items
    Order Value Shipping Charge
    $0.01 - $49.99 $18.95
    $50 - $99.99 $25.95
    $100 - $149.99 $28.95
    $150 - $199.99 $33.95
    $200 - $299.99 $37.95
    $300 - $399.99 $41.95
    $400+ Calculated at checkout

    For heavier items such as mugs and stationery, a surcharge will be applied.

  • How will my order be shipped?

    Your order will be shipped via UPS Standard.

  • Where can I find my tracking number?

    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.

  • What are the exclusions from shipping promotions?

    All shipping promotions exclude delivery to PO boxes.

  • What if my order is delayed?

    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.

Pricing & Promotions

  • Do you have any special offers?

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

  • How do I use an online promo code?

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

  • I received an offer from the mail. How can I use it?

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

  • Why have some product prices increased recently?

    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.

  • A note about pricing:

    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.

Best Value

We make our own products to save you money.

Buy Now, Pay Later

We know you’ll love your order, so we give the option to pay later.

Our Personal Promise

You can order risk-free thanks to our guarantee.