Policy & Agreement
By submitting an order to PensXpress.com Inc, you confirm that you have received and accepted the terms and policies outlined below. We advise you to review this information thoroughly and feel free to contact us if you have any inquiries. Please note that PensXpress reserves the right to modify this website and the associated terms and policies without prior notice.
Return Policy
Important: Orders with personalized printing are final sale, non-exchangeable, and non-refundable. Please ensure all printing information is accurate when submitting your order, as we will use exactly what was submitted to us when the order is placed.
For blank or unprinted items, returns are accepted within 30 days of receipt. To qualify for a refund, items must be returned in their original condition. The refund amount will be the purchase price minus initial shipping and handling fees.
Return Shipping
- You are responsible for all return shipping and handling fees.
- We recommend insuring your shipment and using a carrier that offers delivery confirmation to minimize risk of loss or damage during transit.
Defective or Damaged Products
If the product you received is defective or was damaged during shipment, please retain all packaging and its contents. Take several pictures of the damage from different angles if possible. Contact us immediately and provide proof of the damage (photos). We will initiate a claim with the carrier.
Please note that any damaged items will be replaced with the same product as originally ordered; no substitutions or changes are allowed. Customized or specially marked products are not eligible for a refund. Any defect must be documented and reported to us within 30 days of receiving the product. Damaged items must be reported immediately upon receiving the package.
Online Photography & Samples
Online Photography: Our website photos are for reference only and do not guarantee exact placement or appearance of your imprint. Colors may vary due to lighting, monitor resolution, and digital processing. We are not responsible for slight color variations.
Ordering Samples: If you're unsure which pen style to order, it's recommended that you order samples first. You can test the quality and see the actual color before making a bulk purchase. To order samples, please visit: Order Sample Pens.
Ordering & Production Time
Phone Orders: To place an order by phone, call us at 855.736.7977. Please provide a valid email address for your confirmation receipt.
Time-Critical Orders: It's essential to indicate your "need-by" date on the order form. We will contact you if expedited services are necessary to meet your deadline.
Factory Production Time: Standard production is typically 7–8 business days. Rush production (3 business days) is available for an additional $40 fee. Note: Production time does not include shipping transit time.
Shipping Transit Times
- Ground: 1–5 Business Days
- 2nd Day Air: 2 Business Days
- 3 Day Select: 3 Business Days
- Next Day Air: 1 Business Day
Print Color & Artwork Placement
Plastic Pens: Printed via silk-screening or pad printing in a single color. Metal Pens: Laser engraved (Silver, Gold, or Pewter depending on the pen). We do our best to match PMS colors but cannot guarantee a 100% match. We only offer a single-color print option.
Placement & Sizing: Our graphic designers will arrange your logo and text in the most suitable manner for the available imprint area. We reserve the right to make necessary adjustments to accommodate your design. We strive to make the imprint as large as possible within the designated area.
Email Proof Requests
Proofs are only sent upon request. To request a free proof, input your request in the "Special Order Instructions" on the order form. Please allow 2–3 business days for the proof. Requesting a proof may increase production time.
Once you approve the proof, you are granting permission to proceed with production. Refunds or reprints will not be provided for errors (spelling, layout, or logo) that were not identified during the proofing process.
Legal & Content Policy
Permissions: By placing an order, you warrant you have the right to reproduce any submitted design/logo. PensXpress is held harmless from any prosecution regarding copyright claims.
Content Policy: We reserve the right to refuse any custom design that includes racial slurs, hate speech, pornographic content, threatening material, or content that promotes violence and harassment.
Limitation of Liability
In no event shall PensXpress.com or its affiliates be liable for any direct, indirect, incidental, or consequential damages arising from the use of our products. Our liability is limited at all times to the amount paid by you for the products.
Shipping & Taxes
Address Accuracy: Inaccurate addresses incur a $12.00 correction fee. Free Shipping: Available on orders over $99 within the contiguous U.S. only.
International Shipping: Our shipping fee only covers transportation. Customs, duties, brokerage fees, and taxes are the responsibility of the recipient and will be collected by the carrier.
Copyright Infringement
PensXpress aggressively pursues any copyright infringement, including copying our text or images. Copying content from this website constitutes infringement, and we reserve the right to pursue legal action for damages and legal fees.