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Frequently Asked Questions

A Message from our CEO

I would like to personally thank you for continuing to choose National Pen. During these turbulent times, strengthening relationships with our customers is so important to us.

We have been providing our customers with personalized marketing solutions for over half a century now, and during this time we’ve seen significant changes across the world. Now more than ever, we are grateful for the connections we’ve made with our customers and partners, our National Pen family. Our business was built on strong relationships, innovation, customization and collaboration. It is these longstanding values that will see us through this unprecedented time.

As Covid-19 creates this new reality for all of us, we are focused on the best interests and well-being of our customers, our team members and the global community. We are taking all necessary measures to ensure the safety and health of our team members, and we are still open for business.

For Our Customers:

We are here for you – on our website and on our social channels. From providing relevant and affordable products and flexible payment terms to creating and curating articles and information for your business recovery, it’s our goal to be a valuable resource for you.

For Our Team Members:

The health and safety of all our team members remains our top priority. Most of our team are now working from home to slow the COVID-19 curve. For our manufacturing and Customer Care locations, where the work of our team members cannot be performed remotely, local leaders have put in place all appropriate measures to ensure continued health and safety, including social distancing, the mandatory wearing of facemasks in our facilities and enhanced disinfecting protocols.

For Our Global Community:

At National Pen we understand the importance of supporting our local communities, particularly during times like these. We have already donated pens to the HSE COVID-19 testing center in Dundalk, where our European headquarters is located, and we will be donating additional pens to first responders in San Diego, where our U.S. headquarters is based.

National Pen’s parent company Cimpress has already donated over 100,000 facemasks to a range of hospitals and the Red Cross. I am happy to announce that National Pen is in the process of donating 25,000 facemasks to elder care facilities and organizations in communities where we operate to support them in protecting the most vulnerable in our society.

Please be assured that National Pen continues to be there for you and your business, our team members, and the global community. Together, we can get through this!

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.
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 thru Friday -
7:00 a.m. to 6:00 p.m. CST

Customer Service:

Phone: 1-800-347-7367
Monday thru Friday -
7:00 a.m. to 6:00 p.m. CST

To correspond or order
by mail:

342 Shelbyville Mills Road
Shelbyville, TN, 37160-0189

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 at the top of the page. 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 My Account.

Where can I create a new account?

We’re excited to have you! It takes just a minute to create a new account.

Help, I forgot my password!

It happens to the best of us. Don’t worry, just visit the Password Recovery section and you’ll be good to go.

Ordering

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 give us a call at 1-800-347-7367.

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

At this time, we’re not able to customize 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 1-866-900-7367 and we’ll be happy to help you.

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.

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.

One-Year Quality Guarantee

You Can Shop with Confidence

We’re not happy unless you are! If your order is not produced exactly to your specifications, simply return the unused portion and we’ll replace the full order or provide a refund up to one year after ship date.

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 the Product Details.

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 866-900-7367.

Will I see a preview of my imprint on the product?

Yes! You’ll see a preview of your imprint on the product 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.

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.

Shipping

Check out our Shipping & Delivery page.

Pricing & Promotions

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” if applicable. Further, customization will be quoted on an individual basis. Our prices may be revised during the year.

How do I enter my promo code?

You can enter your promo code at the very top of the page where it says “Have a Promo Code?”

Do you have any special offers?

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

I received a promo code in the mail—how do I use it?

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?”

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 “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. Just mail your full payment to:
    National Pen Co. LLC
    PO Box 847203
    Dallas, TX 75284-7203

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 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.

Setup

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.