Production/Shipping Information:
Normal production for any order takes 7 to 10 business days.

NOTE: Production time does not include shipping, nor does it include the day on which the order is received by PensXpress.

Time-Critical Orders: When time is critical, please check with us for product availability and to arrange for a particular “must have” date. The “must have” date must be specified when time is critical.
Second Day Delivery: If a normal production run is shipped using a 2 nd day service, you should receive your order within 9 to 12 business days.
Overnight Service: If you choose to have your order shipped by overnight service, you should receive your order within 8 to 11 business days.
Basic Ground: If you choose to have us ship your order by Basic Ground, your order may take 14 to 18 business days.
Click here to see a map that illustrates the number of transit days for delivery by UPS ground services within the continental United States .

NOTE: UPS and FedEx cannot ship to P.O. boxes.

Rush: Normal Production time on all orders is 7-10 business days. *RUSH production is an additional service we offer to expedite the  factory production time to 3 business days. RUSH service is offered at  $30 for any quantity up to  500 pens , then  $.06 per pen over 500.  IF ordering multiple imprints or style pens the RUSH fee of 30.00 will apply each set/order  (IF YOU ARE ORDERING MORE THAN 500 PIECES THE PRICING WILL BE ADJUSTED/ADDED AFTER THE ORDER IS SUBMITTED TO PENSXPRESS)  *SHIPPING/DELIVERY TIME IS NOT PART AND/OR INCLUDED IN THE PRODUCTION TIME* .  You will have the option to choose different shipping methods.  Inhand date must be specified when time is essential, PensXpress will e-mail you if any services or upgrades are needed to meet the requested date. Cross, Aurora and Libelle do not have rush service.

Phone Orders:
We are pleased to announce we will be accepting orders over the phone if paying with a major Credit Card. Important Note: "Words and/or letters may sound all the same over the phone lines but with a different meaning"; to avoid any mistakes or errors we will send you a confirmation via e-mail. It is your responsibly to provide a valid e-mail address so that you can receive the order confirmation and verify on its entirely the information (color, imprint Info, item No., Qty, shipping address etc). If any change(s) and/or correction(s) is needed they must be submitted to PensXpress within 24 Hrs from the time of the order confirmation **FOR RUSH ORDERS - NO EXEPTIONS!! CHANGES MUST BE MADE THE SAME DAY THE ORDER IS PLACED** - you may also call to verify the changes were applied. PensXpress will not be held responsible for any typographical error(s) if a confirmation was sent and no changes or corrections were made in a timely matter by the client.
BY PLACING YOUR ORDER OVER THE PHONE, YOU KNOWLEDGE YOU ARE ACCEPTING ALL OF PENSXPRESS TERMS & CONDITIONS.

DISCOUNT, COUPON, PRICE MATCHING : Only one can be used/honored per order and cannot be combined: "No exceptions". When requesting a price match we'll try our best to meet our competitors price. However, if we’re certain the competitor's item does not meet our company product standards' due to poor craftsmanship or any other unacceptable quality, we will not be able to honor their price.

Imprinting Information, Method(s), print color:
PensXpress uses Silk-Screening on plastic pens and pad printing on other items, Laser Engraving is exclusively done on metal pens/item only.
On the plastic barrel pens the listed price includes up to five lines of one-color imprint.  IF you have any questions or concerns regarding the specifications/colors of your order feel free to call or e-mail us.NO questions will be asked by PensXpress on the imprint color that you have provided - It is the customer's responsibility to provide the colors of their choice, From our experience it is not out of the ordinary for companies to have unusual color combinations/requests (trademarks, marketing strategies, etc) - This is the main reason we do NOT question any of your color choices.  We can also print any PMS colors upon request for orders over 2,000 pens.   If a specific color tone is needed you must specify it under "SPECIAL ORDER INSTRUCTIONS" when checking out, otherwise we will use in-stock colors.

Laser Engraving:
Laser engraving is available for metal pens only.
Prices for the metal pens include up to three lines of engraved straight-line copy on either the barrel or cap. Customer must specify the location.
If you want us to engrave the other location (barrel or cap) for a additional lines, add $0.35 per pen.
For engraving custom logos, please see item for price of logo charge.
For personalization, add $0.35 per name.
For oxidizing, add $0.35 per pen.

Placement of Logo, Text/Imprint size, and Online Photography:
We reserve the right to place your logo along with any additional text line(s) the best way we feel it fits the available imprint area - IMPORTANT NOTE: " Your logo and/or any additional text line(s) will NOT look exactly OR be placed on the same area as the pens we show on our web-site.  Many of these sample pens have logos that have only a few letters/characters or just 1 word/graphics images; every imprint and logo is unique and will be handled differently on every order.  Size of Text and/or logo: Every item has a different imprint area, if you're concerned with the size that your imprint information will turn out to be - please make sure to request for a Free paper proof.  You can make your request at the "Shipping and Billing page" on the box marked: "Comments or Special Order Instructions".  Once you submit your order, the proof(s) will take a few business days and may add on additional production time to your order.  The pictures of pens and other items you see on our web-site may not be a 100% a match to the color you actually receive.  The photographs are the true exhibit of our products, however the colors may appear different due to some factors as "lighting, monitors resolution and computerized digital image processing etc".  We will not be held responsible if the color does not match 100% to what was shown on line.

Artwork:
If you want custom logos or art, send them to us formatted as "camera ready" black and white along with the purchase order. To be sure art is “camera ready”, make sure it is sharp in detail, and that it is not folded, wrinkled, or stapled through. Please do not send photocopies or colored ink (other than black), as they are not suitable for reproduction. Also, please do not send half-tone artwork. For further details about artwork, see our artwork guide.
Art by E-mail: Make sure the subject line on your e-mail has just your customer name and purchase order number. Send the e-mail to graphics@pensxpress.com. In the e-mail, include the name and telephone number of the contact person. We will scale all artwork to available imprint area unless customer requests specific sizes. The artwork will be printed in the requested imprint color shown on order form. For further details about sending art by e-mail, please see our artwork guide.
If you send a purchase order by fax, you must include a copy of the art that you sent by e-mail.
Files supported: For the PC, we can process only Adobe Illustrator (.AI or .EPS), or Corel Draw (.CDR) formatted files. For Mac, be sure to compress the files with StuffIt before you send them to us. PensXpress will not accept responsibility for delays caused when orders cannot be matched with art sent by e-mail because of incomplete or incorrect information. For further details, see our artwork guide.

Pricing
PensXpress will honor the "Discount" price on any item(s) as long as the imprint information, logo (when applicable) and imprint color is the same through the same item. If any change(s) is needed within the same item for example: different imprint information or different imprint color a set up charge of $20.00 will apply per change. Logo Charge: If you are ordering multiple Items that require to have your Custom Artwork printed, the logo set-up charge will apply on every item.
• ALL PLASTIC PENS: If you are reordering the same style pen with the exact imprint as your previous order the "logo fee" will NOT apply.
• METAL PENS: The logo charge will apply at all times even when reordering. (Except for the "Indulge Series" )

Stock engraving styles available:
PensXpress can engrave/imprint your order using these fonts: Helvetica, Times New Roman, Arial Italic, ScriptMT - when using ScriptMT we recommend using only the first initial on each word in Caps all other letters must be lower case **All upper case letters will not be legible when using script MT font**  We reserve the right to make changes to your order accordingly if we feel the font may not be legible. Click here to see how these fonts look.  Non-stock typestyles are billed the same as logos. Bold & Italic are considered non-stock fonts on engraved metal items.

Return Policy:
We will offer a refund on any item that is not imprinted as requested on the original order. We cannot accept a return on an item because you don't like the colors, imprint layout or style you selected or if the imprint was not correct due to a typographical error on your part. We will however make a speedy replacement if we caused any typo or did not produce what you specified. But since all of our items are imprinted, you must be totally sure that what you type in to us is what you want. Products that are defective or broken on our part will only be authorized for even exchanges of original orders - No exceptions! PensXpress will send you a confirmation via e-mail. It is your responsibly to provide a valid e-mail address so that you can receive the order confirmation and verify on its entirely the information (color, imprint Information, item No., Qty, shipping address etc). If any change(s) and/or correction(s) is needed they must be submitted to PensXpress within 24 Hrs from the time of the order confirmation **FOR RUSH ORDERS - NO EXEPTIONS!! CHANGES MUST BE MADE THE SAME DAY THE ORDER IS PLACED** PensXpress will not be held responsible for any typographical error(s) if a confirmation was sent and no changes, corrections and or additions were made in a timely matter by the client. Absolutely no merchandise will be accepted without a Return Authorization Number from PensXpress. Authorized returns must be made within 15 days from the time the order was received. Merchandise must be returned in original packaging. CUSTOMER IS ALWAYS RESPONSIBLE FOR SHIPPING THE PRODUCT BACK AND ALL COST INVOLVED. Please ship using a carrier that provides you with a tracking number and proof of delivery. We recommend UPS or FedEx. PensXpress will not be responsible for items lost by the carrier. SHIPPING COST IS NOT REFUNDABLE UNDER ANY CIRCUMSTANCES. *Absolutely no refunds on customized, special and personalized items*. Shipping and restocking fees are due for returned orders.

RETURN POLICY FOR NON-PERSONALIZED NON-CUSTOMIZED ORDERS ONLY: Orders can be returned within 7 days of delivery if the item has not been used or damaged. Purchase price will be refunded minus a 15% restocking fee. Item must be returned undamaged so please re-package carefully and insure for entire purchase price. Rush charges are not refundable. Customer is responsible for all shipping costs. Refund will be issued upon receipt of undamaged item(s). *Absolutely no refunds on customized, special and personalized items*.

Rights and Permission to Reproduce Art:
By placing an order, the client and distributor warrant that they have the right to reproduce any submitted design or logo and that, in the event of a claim to the contrary, they will take full responsibility and will hold PensXpress and its affiliated companies harmless from prosecution.

CANCELLATIONS:
Personalized orders can be cancelled within 48 Hrs from the time the original order was placed. A $20.00 cancellation fee applies. Rush orders and special order items must be cancelled within 24 hours (** Some Rush orders may required cancellation the same day order is placed**), otherwise a 45% fee will be charged to cover any work done up to the time of cancellation.

Over/Under-runs:
PensXpress reserves the right to ship 5% over or under the billable quantities.

E-mail/paper proof, Production Proof/Spec Sample:
If you want an e-mail/paper proof you "must" request for one at the time you place the order under the "Special Instructions" on the billing page.  PensXpress will not be held responsible for late delivery of your order(s) if we do not receive a timely approval from the customer after they receive the e-mail/paper or production proof.  PensXpress offers a fast turnaround time, to avoid any production delays and longer processing time we do not e-mail any proof(s) UNLESS one has been requested.    

Repeat Orders:
To make sure we duplicate previous orders, the customer must specify ALL pertinent information concerning the product on the new order. You must include our invoice/order number, your previous purchase order number, and the date of the order.

Receipt:
If you need a receipt, print or capture the online page that has the confirmation of your order.

Shipping:
We ship all orders F.O.B., unless you provide us with an account number. PensXpress reserves the right to choose the carrier based on which one is best or most economical. If you fail to provide us with a complete and accurate shipping address, that may delay your shipment and we will charge $5.00 per package for the address correction. When you request a receive date, allow for transit time between the factory and the destination. PensXpress will not take responsibility for delayed shipments when we complete and send the orders with the carrier on schedule.

International Shipping:
PensXpress will ship anywhere within the U.S. and Canada only. "ANY" fees associated with importing products into Canada will apply to each shipment and will be calculated based on the declared value of your item(s) Please be aware that if you're ordering multiple products they may be shipped separately because they are processed at different warehouses. The buyer/customer is fully responsible for paying all "fees" including any customs, duties, import taxes, etc. imposed by the country involved. The fees can be calculated by UPS and/or the Brokerage firm representing you.
Brokerage Fees : If you are an international customer, you are responsible for brokerage, import, customs fees and tariffs for goods entering your country. These fees may be substantial even at their lowest cost.

Methods of Payment:
For payment of your order, we will accept Visa, MasterCard, or American Express, We charge your credit card when the order is received.   We accept PO's based on Net-30 
from all Government, Federal and County agencies as well as Universities, Colleges and Public Schools.  You may also mail your order form with a check payable to PensXpress LLC.  - If your check is returned due to insufficient funds, closed account etc you will need to submit payment immediately by certified Bank check covering the original amount plus an additional $30.00 returned check fee. If your account is sent to a collection agency you're responsible for any and all legal fees plus the money originally owed. 

Sales Tax:
We must collect 7% Sales Tax from New Jersey residents. We do not collect Sales or Use Tax from customers in other states!

SUBSTITUTING ITEMS/PENS:
• Without notice and from time to time an Item/Pen may become unavailable or discontinued and may require to be substituted or replaced permanently. In the event that the original item/pen is unavailable or discontinued by the manufacturer, PensXpress will immediately find a new manufacturer that can offer a potential similar product and fulfill the unavailability, keep in mind the new item may slightly vary in shape, color and texture - PensXpress will NOT guaranty the new item/pen will be identical to the original - further more no exchanges or returns will be accepted on any order(s). PensXpress will make sure that the new item/pen will work just as efficient as the original. In order to maintain an efficient and timely order production and to avoid any delays, "PensXpress reserves the right to make the change/substitution without notifying the customer". If you have any questions or concerns regarding any item/pen please contact us prior to placing your order.

AVAILABLE PEN COLOR - INFORMATION
• The color of the letters used to name the color of the pen does NOT represent the true color of the pen. If you have any question on the color of the pen please contact us.
• "Available Colors" is a term used to describe the colors that can be purchased and DOES NOT guarantee that you will receive all of the colors if you are ordering "assorted colors". You will only receive what is currently "in-stock" and/or what looks the best with your imprint color.

Products and Logos:
We show products and logos on this Web site only to illustrate our products and our ability to imprint them with messages and art. By using these illustrations, we do not suggest that the imprints were designed by this company, nor do we suggest the products with those imprints are available to anyone without permission of the owners of the trademark or copyrighted art or copy. All trademarks and copyrights belong to their respective companies.

Typographic Errors:
PensXpress does not take responsibility for typographic or pictorial errors. We reserve the right to correct any misprinted prices or to substitute listed products and manufacturers. We may change specifications and descriptions without notice.

PensXpress aggressively pursues any copyright infringement, including copying our text or images.
We can sue anybody for copyright violations and collect up to $150,000 per infringement plus our legal fees. The copyright laws do NOT require that we prove a business loss. In other words, do not copy our work, including, but not limited to, anything you find on this Web site. We will find out about the infringement on our copyrighted material and we will pursue legal action against you.

PensXpress is a registered trademark of PensXpress.com. All custom graphics, icons, logos and service names are registered trademarks of PensXpress.com. All other trademarks or service marks are property of their respective owners. The use of any PensXpress trademark or service mark without PensXpress.com's express written consent is strictly prohibited.

Copyright ©2009 PensXpress® LLC All rights reserved.