Frequently Asked Questions

General Questions

Please refer to our "Ordering Guide" section for further information.

PensXpress only accepts purchase orders from State and Government agencies. If you fall under this category, you may send your PO to to place an order.

Click here to see all pens available with blue refills.

Select the logo option on product page under "PRINTING OPTION" and you will have a box to "UPLOAD" logo.  The file will be attached to your order.

We accept logos only in Adobe Illustrator (.EPS or .AI) format. Send only black and white art. For further details, please see the Artwork Guide page.

Printing standard text in one color is FREE.

Most of our plastic pens can have 3-5 lines with up to 35 characters per line. Each pen will disclose the maximum number of lines it can have.
We imprint our laser engraved metal pens with up to only 2 lines.

We offer one-single color imprint only. If you need assistance choosing the color please call us.

For imprinting, we have black, gold, white, silver, red, blue, and green. On dark pens, use gold, white, or silver for the best contrast. On light pens, use red, black, blue, or green.

Click here to see the fonts we have available for imprinting your pens. Upon request only we can customize your text imprint (Bold, Larger, Italic etc.); Otherwise the imprint will be printed in the standard font and size. Non-standard fonts are considered a logo.

Use the keys ALT+0174 to create ® (registered trademark), ALT+0153 for ™ (trademark), or ALT+0169 for © (copyright).

We offer assorted color options for all our pen styles, subject to availability. Our team will carefully select colors that complement your chosen imprint color. To ensure color coordination, we will avoid including colors that clash with your selected lettering, for instance, we won't include yellow pens if you opt for yellow lettering. If you have any specific color preferences that are not part of our standard assortment, please inform us by mentioning them in the "Special Order Instructions" section during checkout.

If you want to preview the font, size, and layout of your email, you have the option to request a free proof. There are two ways to make a proof request:

  1. On the product page, you can use the special order instructions field to request a proof.
  2. After you submit your order, you will receive an order confirmation email. Simply reply to that email and ask for a free proof.

The proofs are completely free of charge and will be emailed to you in PDF format within 24 hours after you place your order. Once you receive the proof, you can modify it as needed until you are 100% satisfied. Once you approve the proof, we can continue with printing your order.

If your order was completed and shipped according to your instructions, we cannot refund or exchange the pens. For further details, please read the Policy & Agreement.

Our website employs a secure HTTPS connection with 256-bit SSL v2/v3 encryption. Any credit card details you provide are encrypted during transmission to our server, and also when we send them back to you from our server.

Yes, we ship to Canada - all packages are shipped from NJ - USA. Any fees associated with importing products into Canada such as but not limited to: brokerage fees, customs, duties, import taxes, etc.  will be YOUR responsibility.  These fees are collected by the carrier and calculated based on the value of your items.  To receive a quote on those fees you’ll need to contact the carrier of your choice (DHL, UPS or USPS) in Canada.  Those fees may be substantial even at their lowest cost.

Click here to see our full policy and agreement

Contacting PensXpress

You can reach us at the following phone numbers:

Office Line: 1.855.736.7977
24 Hour Fax Line: 1.336.996.8664

Our office hours are Monday through Friday from 8 AM - 4 PM. Please try to contact us within those hours.

Order and Website Support:

Our team responds to emails during regular business hours and our response time is generally within 24 hours. Response times are also usually dependent on the content of the email. If you do have a question, please check our FAQ (Frequently Asked Questions) page to see if you can find an answer. 90% of the questions can be answered in the specific FAQ page or Terms and Conditions page.

Our business hours are 8AM-4PM Eastern Standard Time (EST), Monday-Friday. We may answer phone calls outside the hours of operation as sometimes we may stay late but an answer past our official business hours is not guaranteed. Mondays are extremely busy for us as all of the weekend orders flood in but we will still do our best to respond to any customer questions/concerns.

Ordering/Online Before Your Order Has Shipped

For production and shipping information, please see the Policy & Agreement.

We offer an expedited service for an additional cost of $40.00, which reduces the production time from 8 business days to just 2-3 business days. Kindly provide us with the date of your event at the time of ordering.

PensXpress only accepts purchase orders from State and Government agencies. Please fax the PO to 1.336.996.8664.

We will honor orders placed using Visa, MasterCard, or American Express.

A copy of the receipt is emailed directly to the address provided as soon as the order process has completed. If you need a copy of the receipt emailed to you, please contact us and we will forward a copy.

If you place your order twice by accident, you will receive two different confirmation emails. We ask that you call our offices so we can cancel one of the orders and proceed with the other.

PensXpress does ship to APO/FPO addresses using USPS Priority Mail.

Purchases of $99.00+ and shipping within the "Contiguous USA" only - will qualify for the Free Ground Shipping Service.  We reserve the right to ship most economical service available

After Your Order Has Been Received/Shipped

We ask all customers to go through the entire box/package very carefully to verify if something is missing. If you are indeed missing an item from your order, please contact our offices and explain the situation. After an investigation into the missing item, the customer will be notified of the resolution.

If you have received another item instead of one you purchased, please contact our customer service dept at and explain the situation. After an investigation into the order, the customer will be notified of the resolution. Most likely what will happen is that the parts will be picked up and then the correct ones re-shipped.

PensXpress is responsible for printing and shipping exactly what you order. If we make a mistake during the printing process, we will RMA the wrong pens and ship you corrected pens. For further details, please read the Terms and Conditions.

We use UPS for all our shipping needs. What happens is once an order is placed, we see the order on our system. If there are no billing/shipping discrepancies, the order is sent to the production department to be printed. Once printed, the package is weighed and labeled and is then ready to be picked up by UPS. Then once the final pickup is made, the tracking numbers are emailed to all the customers at approximately 8-10PM EST. What do I do if my order was shipped at a shipping rate slower than I paid for? If there is a shipping error and the shipment is shipped out at a slower rate than originally paid for, we will refund the difference in shipping back to the customer.

If your tracking number has a status of "Exception", then there was a problem with the delivery. You can click "Details" in the tracking website, there will be a brief explanation as to why there was an exception. If you have any questions, please call our offices to resolve the issue.

Tracking numbers are emailed to the provided email addresses of all orders that shipped that business day at approximately 4-6PM EST.