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    Help Topics

    Select a topic below to explore helpful responses to common questions.

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    Your Order

    What’s my order status?

    You can check your order status by entering your order number here.

    Can I edit my order?

    Once an order is placed, it can't be edited online. For assistance in updating your order, please contact us.

    Can I cancel my order?

    As long as it has not gone into production, you can cancel your order. Contact us for assistance.

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

    We’ll send a confirmation email straight to your inbox. If you have not received your order confirmation email, please contact us.

    Can I reorder previously purchased products?

    Yes, simply sign in to your account and select My Account > Order History > Reorder.

    Can I get half my order with blue ink and the other with black?

    We’ll be happy to include both ink colors in your order, just contact us for assistance. Please note that there will be an extra shipping and handling charge for each color.

    Where is my order?

    We’re sorry to hear you haven’t received your order yet! If your order has been dispatched, you can track it using your tracking number. You can also contact us and our Customer Care Team will be happy to help.

    Do you offer rush service?

    Currently, we do not offer rush production service.

    Why is my imprint so small?

    Your imprint’s size depends on the product, imprint space, and how many lines of text were included. Font size may decrease to fit additional lines of text.

    Can I order a larger quantity than is listed on your site?

    Good news! We offer significant discounts for larger quantity orders. Just contact us and we’ll be happy to help you.

    Why was my logo modified after I ordered?

    In some cases, we may need to modify your imprint to better fit the product. You’ll receive an email to approve any modifications.

    I ordered the assorted option. Why did I not receive all the colors?

    Assortment is based on availability and may not include all colors. We try to fill each assorted order with all colors, however in the event of one or more colors being out of stock, we still want to get your order to you on time. We will fulfill your order as long as we have three or more colors available. Otherwise, we will reach out to offer alternatives.

    Can I order less than the minimum order quantity?

    Unfortunately, we cannot accommodate order sizes less than the minimum quantity. Orders are packaged and shipped based on specific increments.

    What if I’m not satisfied with my order?

    We’re sorry to hear that you’re not satisfied with your order. While we strive to provide the best service to our customers, unfortunately sometimes things can go wrong. The good news is, we’re here to help! Please contact us as soon as possible so our Customer Care Team can address your concerns. Make sure to hold onto all product and packaging materials until we can verify the issue.

    Do you store credit card information?

    No, we take your security seriously and do not store any of your credit card information.

    Why do I have to cancel my order to update my imprint?

    Once an order gets sent to production, we are no longer able to edit or make changes to the personalization. Cancelation is required to ensure we get your order re-entered exactly as you want it.

    Where are your products manufactured?

    Our Pens.com Brand products are made in Tennesse with imported parts.

    What’s the difference between the setup fee and logo fee?

    We set your products into our machines by hand to ensure your personalization looks its best, so our setup charge covers that hand set up. When you add a logo, our artwork experts review and arrange it for the best display results, which is what our logo charge covers.

    Do you sell replacement batteries?

    We don’t sell replacements for batteries, but they can be sourced locally.

    Do you sell ink refills?

    Unfortunately, we don’t sell ink refills for our pens.

    How do I pay for my order?

    We make it easy with multiple ways to pay for your order:
    1. Pay online when you order through Pens.com.
    2. Select PayPal Pay In 4 at checkout to pay in four interest-free installments of orders $30-$1,500.
    3. Select the Buy Now, Pay Later options at checkout. Your invoice will be included with your delivered order.
    4. Mail your payment to:
      Pens.com.
      P.O. Box 847203
      Dallas, TX 75284−7203
      Unites States

    What types of payment do you accept?

    We’ve got you covered. We accept Visa, MasterCard, PayPal, PayPal Pay in 4, and e-checks.

    Do you require a pre-payment?

    While a pre-payment is not required for your order, if you select the Buy Now, Pay Later option at checkout, your payment will be due upon the receipt of your invoice.

    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 is there a setup charge on every 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.

    I selected “Pay Later” at checkout. How do I pay my invoice?

    An invoice will be sent with the order, so you can make payments via phone or check. For assistance, contact us. If you’d prefer to pay online, simply visit our payment portal.

    How can I pay my invoice?

    If you’d prefer to pay online, simply visit our payment portal. If you’d like to pay over the phone with an agent using your credit card or check, please contact us for assistance.
    If you’d prefer to pay online, simply visit our payment portal.

    How do I submit my tax exempt certificate?

    Please contact us so our Customer Care Team can help you apply the tax exempt status to your account.

    When will I receive my refund?

    Refunds are normally processed within 3-5 business days after the request has been issued. Please note, this also depends on the processing time of your bank.

    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.
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    Still need help?

    Customer Care Team Hours

    Mon - Fri - 7:00 a.m - 6:00 p.m CST

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    Frequently Asked Questions

    What shipping carriers do you use?

    We ship using FedEx, UPS and USPS depending on your address and the size and weight of your order.

    Where is my order?

    We’re sorry to hear you haven’t received your order yet! If your order has been dispatched, you can track it using your tracking number. You can also contact us and our Customer Care Team will be happy to help.

    Do you have any special offers?

    We love a deal! Check out our Promo Codes & Coupons section for the latest offers.

    Why is there a setup charge on every 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.

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

    We’ll send a confirmation email straight to your inbox. If you have not received your order confirmation email, please contact us.

    Where does my order ship from?

    Orders ship from various locations depending on the product and availability.

    Still need help?

    Customer Care Team Hours

    Mon - Fri - 7:00 a.m - 6:00 p.m CST

    Contact Us