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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:
CustomerCare@pens.com
Fax: 877-286-3039

Correspond by mail

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

Frequently Asked Questions

Account
order status
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.

update my account and email preferences
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.

my order history
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.

OrderingBack To Top
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 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.

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.

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 GuaranteeBack To Top

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.

DesigningBack To Top
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.

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.

What are the artwork requirements?

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

Can I use artwork with multiple colors?

Yes, just be advised that it may result in an additional setup charge and it is not accepted for laser, silkscreen, translucent, paper, or holographic foil-wrapped products.

ShippingBack To Top

Check out the Shipping & Delivery section for the answers to your questions.

Pricing & PromotionsBack To Top

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.

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?”

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?”

PaymentsBack To Top
What types of payment do you accept?

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

How do I pay for my order?

You have a few payment options:

  1. Pay online
  2. Mail your payment to:
    National Pen Co. LLC
    PO Box 847203
    Dallas, TX 75284-7203
  3. Pay upon receipt of your product with the included invoice.

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.

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.