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.

Place an order

To Order:
Phone: 866-900-7367
Monday thru Friday -
7:00 a.m. to 9:00 p.m. CST

Customer Service

Customer Service:
Phone: 800-347-7367
Monday thru Friday -
7:00 a.m. to 7:00 p.m. CST

Email us at:
Fax: 877-286-3039

Correspond by mail

To correspond or order by mail:
342 Shelbyville Mills Road
Shelbyville, TN, 37160-0189

Frequently Asked Questions

My Account
I received a promo code in the mail
I received a promo code in the mail - Where do I enter this?

If you received a promo code with a mailing. Use the “Enter Your Promo Code” link at the top of any page, to receive your personalized information.

update my account and email preferences
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.

my order history
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 888-672-7370 for this information.

Order StatusBack To Top

To check the shipping status of your recent order Click here. The shipping status of your order will be updated and available online as soon as your order leaves our factory.

One-Year Quality GuaranteeBack To Top

One-Year Quality Guarantee You Can Shop With Confidence.
Your order must be defect free and your imprint must be produced exactly as you requested, or you may return the unused portion and we’ll replace it or give you a refund anytime within one year from delivery. Simply contact customer service to arrange to return the unused portion for a prompt and courteous replacement or refund. This is National Pen’s tried and true promise to you.

Free SamplesBack To Top

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 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 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 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 your 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.

Artwork RequirementsBack To Top

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: AI (Adobe Illustrator), EPS, PDF and CDR (Corel Draw); from vector-based applications.
  2. PSD (Photoshop), PDF and Corel Draw. 300 dpi TIFF or JPEG files are subject to a $12.50 redraw fee.
  3. We cannot 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

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.

Merchandise ConsistencyBack To Top

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

Order SizeBack To Top

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.

Payment InformationBack To Top

To Pay On-Line Click Here

We accept the following credit cards as well as E-Checks.

  1. Master Card
  2. Visa
  3. Discover

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:

  1. Email
  2. PC compatible CD

You may send payment by mail to:

  • National Pen Co. LLC
    PO Box 847203
    Dallas, TX 75284-7203

Set-Up FeesBack To Top
What is a set-up fee?

Machine set-up is the cost associated with producing an order with your unique imprint. To personalize each order, we reset our printing equipment with your imprint specifications. This is a necessary step in the production process for orders of any size.