Policy & Agreement
PensXpress reserves the right to make changes to this site and to these terms and policies at any time without notice.
We will send you an e-mail confirmation-receipt immediately upon submitting your order to us. Reviewing the confirmation-receipt is essential and it’s your responsibility. If any changes, corrections or if you did not receive a copy of the confirmation-receipt make sure to contact us immediately – all changes must be made within 24 Hrs. of submitting the order.
The pens will be printed with the information you provide to us, once they’re printed they’re yours!
We do not accept returns on an item because you don't like the colors, imprint layout or the pen style you selected. (Find more info on “ordering samples”)
We do not accept returns if the imprint information is not correct due to a typographical error on your part or if you selected the wrong colors.
If a product is broken or incomplete upon delivery, hold on to the original packaging as we will be required to file a claim with the carrier. Upon the carriers' own discretion they will contact you to inspect the contents, assess the damage and approve or decline the claim. All claims must be filed within 30 Days from original delivery date. No exceptions!
Customers are responsible for shipping the product back to us and all cost involved - ship using a carrier that provides you with a tracking number and proof of delivery.
~ The photographs on our web-site are used for visual samples only – It is not a guarantee that your imprint information will appear or be placed like the samples used. Every imprint and logo is unique and sized individually, therefore each order will be handled differently. ~ The photographs are true exhibits of our pens, however the colors can appear different due to multiple factors (lighting, monitors resolution, computerized digital image processing etc) We will not be held responsible if the color your receive does not match 100% to what is shown on line.
We will gladly assist you with placing an order by phone, call us at 855.736.7977. You must have a valid e-mail address to where we can send you a copy of your confirmation-receipt. (For more information see our “Return Policy” )
Time-Critical Orders :
You can call us to confirm product availability, services needed and/or recommendations to guarantee the delivery date. On your order form you must indicate the date of when the order is needed by “unless you tell us - we won’t know” Once we receive your order we will review it and will contact you if we have any questions or if you did not select the required expedited services to meet that date.
Factory Production Time:
~ Standard factory production time* is 5-7 business days. ~ 3 Business Days factory rush production* expedites the factory time ( 30.00 per order/style) *“Factory Production” time does not include the shipping transit time with the carrier.
Shipping Transit Time:
~ Ground: 1-5 Business in transit*
~ 2nd Day Air: 2 Business Days in transit*
~ 3 Day Select: 3 Business Days in transit*
~ Next Day Air: 1 Business Day in transit*
* Shipping transit time doesn’t include Factory production time.
*Print Color & Printing Method(s):
If you need assistance choosing the pen color and/or imprint color please call us.
~ Plastic pens are Silk-Screened or Pad printed: Print color for plastic pens refers to color that will be use for the entire print information, which includes any text lines and logo (if you are providing one).
~ Metal pens a laser engraved: Our metal pens are laser engraved there is no color applied to the imprint. You can find more details regarding the color of the laser (Silver, Gold or Pewter) on the item description page.
~ If you are requesting a PMS color for your imprint, we will try to get it as close as possible to the desire shade. We will not guarantee a 100% color match – make sure to provide the PMS number in the "SPECIAL ORDER INSTRUCTIONS" of your order page - otherwise we will use in-stock colors.
*we offer SINGLE-ONE COLOR PRINT ONLY on all plastic & metal pens
Placement of Logo:
~ We reserve the right to place your logo and text line(s) the best way our graphics designer can accommodate them to fit on the available imprint area. Every imprint and logo is unique and will be handled differently on every order.
Size of Text, Logo or both:
~ Every pen has a designated imprint area that we can use, this area includes a maximum Length and maximum Height – therefor we will make the imprint as large as possible within the area.
e-mail Proof Request:
~ If you want to see the size, font style and general layout of your imprint information, you can make a request for a *Free paper proof ( e-mail / .pdf format). You must make your request on the order form page in the “Special Order Instructions” OR in the Shipping and Billing/check out page – inside the box labeled "Comments or Special Order Instructions".
Once you submit your order, allow 2-3 days for the proof to be sent to you by e-mail, keep in mind requesting a proof may add-on additional production time to your order.
~ The proof will show the approximate print size (incl. logo if applicable), font style, spelling and overall layout. However the final print location, colors will and/or may vary on the finish product.
~ When Approved: Your approval states that all information is correct and constitutes permission to proceed with production. We will not provide any refunds or complimentary reprints due to errors, missing information, layout or errors with logos not found in the proofing process.
~ Optional “Pre-Production Sample” an actual pen will be imprinted according to your specifications and mailed directly to you for your review/approval. The additional fee is 20.00 any change(s) thereafter can be made via e-mail in a paper proof form free of charge.
*PROOFS ARE ONLY SENT UPON REQUEST!
The logo-file must be sent to us via e-mail: info@PensXpress.com - you can also follow the upload instructions provided immediately after you submit your order.
~Your logo and any additional text-lines imprint will be imprinted in one single color only.
To ensure the logo prints clear make sure to provide a Vector file (.eps or .ai) this will ensure the logo retains its sharp edges and clarity when it’s resized to fit on the pen. However if you have a different file-format you can still send it to us and we can review it; if possible we can convert it and resize it for you at no additional cost. Learn more about Vector files and artwork guidelines for logo printing
Rights and Permission to Reproduce Art:
By placing an order, you warrant you have the right to use/reproduce any submitted design and/or logo. In the event of a claim to the contrary, the provider will take full responsibility and will hold PensXpress and its affiliated companies harmless from prosecution
We will honor the listed discount price shown on our website. We offer Free set-up, Free imprint and Free ground shipping on any order over 99.00+ ( free ground shipping promotion is valid within the contiguous US only) Coupons, Promotions or Special pricing cannot be combined.
Lost or Damage Package:
If your tracking information indicates that the package has been delivered but you are unable to locate it; please make sure you thoroughly check with anyone that would have access to receiving the package on your behalf that includes all family members and close by neighbors.
If you are 100% sure your package is lost please contact us immediately and we'll contact the carrier on your behalf. They will start an investigation and try to locate your package, this process can take the carrier 1-8 business days to be completed, during this time we cannot replace or ship a new order.
We must wait until the full investigation is completed. If the carrier approves the claim, your order will be authorized for an even exchange, no modifications or changes to the original order will be permitted - No exceptions.
Ink Cartridge Warranty:
The shelf-life covered warranty on ink-cartridges is 1 year from the time of delivery. This warranty only applies to items that have been store in a climate control facility and its original packaging. If you're experiencing faulty ink-cartridges, you must contact us within 90 days of receiving your order – No Exceptions. Any time past 90 days without a written claim being submitted the replacement warranty becomes null.
All cancellations must be submitted in writing. If any cancellation fee should apply we’ll notify you.
Clearance Items- Final Sale:
All clearance items are final sales and sold as is. They DO NOT qualify for a return and/or refund. We don't guaranty these items to be free of defects but we'll make every effort possible to avoid shipping any faulty pens.
To make sure we print the correct information you must provide the previous order-confirmation number. However the easiest and fastest way to reorder is by calling us!
Shipping Information and Pricing:
All orders are shipped from the USA, we also offer shipping to many international locations. Please keep in mind the shipping fee paid to PensXpress covers only transportation charges and will not cover any importing fees imposed by your country (such as but not limited to customs, brokerage, taxes, duties) Any extra fees will be your responsibility and will be collected by the carrier. The importing fees may be substantial, if you have any concerns regarding those fees you must contact the carrier immediately in case you want to make other arrangements.
Where applicable, we are required to collect Sales Tax.
When requesting a price match we'll try our best to meet our competitor’s price – given it’s the exact same product we advertise. 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.
Advertised Products and Logos:
The advertised products on this website printed with branded logos, are only for the sole purpose of showing our ability to print them and the final outcome. By using these illustrations, we do not advertise the logos as designed by our company, nor do we sell the printed products as is with those branded logos without permission from the owners of the trademark or copyrighted art. All trademarks and copyrights belong to their respective companies.
Website 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.
Limitation of Liability
IN ALL CIRCUMSTANCES PENSXPRESS.COM'S MAXIMUM LIABILITY IS LIMITED TO THE PURCHASE PRICE OF THE PRODUCTS SOLD. PENSXPRESS.COM SHALL NOT, UNDER ANY CIRCUMSTANCES, BE LIABLE UPON A CLAIM OR ACTION IN CONTRACT, TORT, INDEMNITY OR CONTRIBUTION, OR OTHER CLAIMS RELATING TO THE PRODUCTS IT SELLS WHICH EXCEEDS THIS LIABILITY LIMIT. PENSXPRESS.COM SHALL NOT BE LIABLE FOR THIRD PARTY CLAIMS FOR DAMAGES AGAINST THE CUSTOMER, OR FOR MALFUNCTION, DELAYS, INTERRUPTION OF SERVICE, LOSS OF BUSINESS, LOSS OR DAMAGE TO EXEMPLARY DAMAGES, WHETHER OR NOT PENSXPRESS.COM HAS BEEN MADE AWARE OF THE POSSIBILITY OF SUCH CLAIMS OR DAMAGES.
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.