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Frequently Asked Questions

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

Customer Care

Need assistance? We’re here to help! Call or email one of our experts for more information on our products and services. Due to high call volumes, the wait time is a little longer than usual. Thank you for your patience!

To Order

Phone: 1-866-900-7367

Monday - Friday
7:00am to 9:00pm CST


Saturday
8:00am to 2:00pm CST

Customer Service

Phone: 1-800-347-7367

Monday - Friday
7:00am to 6:00pm CST

Order by Mail

342 Shelbyville Mills Road
Shelbyville, TN, 37160-0189

Designing

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 the Product Details.

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 1-866-900-7367.

Yes! You’ll see a preview of your imprint before you place your order. 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.

Ordering

We’ll send a confirmation email with your invoice straight to your inbox. If you have not received your order confirmation email, please give us a call at 1-800-347-7367.

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

Good news! We offer significant discounts for larger quantity orders. Just give us a call at 1-866-900-7367 and we’ll be happy to help you.

Our Rush Promotions guarantee that we put your order to the front of the list. After we have your approval on the custom artwork, your products are personalized, packaged, and shipped within 7 to 10 days.

Shipping times depend on the method of shipping you have selected. Find more details on our Rush Service page or contact our Customer Care Team at 1-800-347-7367.

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.

Payments

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 “Bill me for this order” 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 847203
    Dallas, TX 75284-7203

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.

Personal Promise

You Can Shop with Confidence

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

Pricing & Promotions

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

It’s your lucky day! You can enter your promo code at the very top of the page where it says “Have a Promo Code?”

A note about pricing: All prices are per quantity and based on a one color 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.

Setup

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.

Shipping

For information regarding shipping, tracking numbers, or cost, check out our Shipping & Delivery page.