Before you order
Policy & Agreement
By placing an order with PensXpress.com Inc, you confirm that you have read and accepted the terms and policies below. Have a question? Contact us before you order. We may update this website and these terms without notice.
On this page
Ordering & Production Time
Phone orders: To order by phone, call us toll-free at 1-855-736-7977. Please give us a valid email address for your order confirmation.
Time-critical orders: Enter your "need-by" date on the order form. If your deadline needs expedited service, we'll contact you.
Production time: Standard production is 7 business days. Rush production (3 business days) is available for an additional $40. Production time does not include shipping transit time.
Email Proofs
Proofs are only sent on request. To get a free proof, ask for one in "Special order instructions" on the order form. Allow 2–3 business days for the proof. Requesting a proof may add to production time.
Approving the proof gives us permission to start production. We can't refund or reprint orders for errors (spelling, layout or logo) that weren't caught during proofing.
Imprint Color, Logo File and Placement
Imprint color: All pens are printed with one imprint color only. If you upload a full-color logo, it will be printed in the single imprint color selected on your order form. We use standard imprint colors; we do not offer PMS color matching and cannot print multiple colors within the same imprint. Metal pens are laser engraved, while plastic pens are pad printed or silk-screened.
Logo files: Our Graphics Team will review and prepare your artwork for printing. To ensure the best possible results, please provide artwork that meets the requirements outlined in our Artwork Guide. If adjustments are needed to make the artwork suitable for printing, our team may modify or simplify certain elements.
Imprint placement & sizing: Our graphic designers will arrange your logo and text to fit within the available imprint area of the pen. Imprint size varies by pen style, and artwork will be sized as large as the imprint area allows. To achieve the best appearance and readability, we may adjust the layout, spacing, or positioning of your logo and text during the setup process.
Online Photos & Samples
Online photos: Photos on our website are for reference only and don't guarantee the exact placement or look of your imprint. Colors can vary with lighting, screen settings and digital processing, and we're not responsible for slight color differences.
Samples: Not sure which pen to choose? Order samples first to check the quality and see the real colors before you buy in bulk: Order sample pens.
Shipping
| Shipping method | Transit time |
|---|---|
| Ground | 1–5 business days |
| 3 Day Select | 3 business days |
| 2nd Day Air | 2 business days |
| Next Day Air | 1 business day |
Transit time starts after production is finished.
Address accuracy: An incorrect or incomplete address carries a $12.00 address correction fee, plus extra shipping if the package is returned to us.
Free shipping: Free shipping offers apply within the contiguous U.S. only.
International shipping: Our shipping fee covers transportation only. Customs, duties, brokerage fees and taxes are paid by the recipient and collected by the carrier.
Delays: Weather, carrier setbacks and other events beyond our control can delay a shipment. We can't accept returns or give refunds because of these delays.
Returns
Orders with personalized printing are final sale. They can't be exchanged or refunded. Check all printing details before you submit your order: we print exactly what you send us.
Blank or unprinted items can be returned within 30 days of receipt, in their original condition. The refund is the purchase price minus the original shipping and handling fees.
Return Shipping
- You pay all return shipping and handling fees.
- We recommend insuring the package and using a carrier with delivery confirmation, in case it's lost or damaged on the way.
Defective, Damaged or Lost Orders
If your order arrives defective or damaged in shipping:
- Keep the box, packaging and everything that came in it.
- Take several photos of the damage from different angles.
- Contact us right away and send the photos. We'll file a claim with the carrier.
Report shipping damage as soon as the package arrives, and any defect within 30 days of receiving it. Damaged items are replaced with the same product you ordered, with no substitutions or changes. Customized products are not eligible for a refund.
Lost packages: If a package shows as delivered but you can't find it, check with anyone who may have accepted it for you. If it's still missing, contact us right away. We'll open an investigation with the carrier, which can take up to 8 business days, and we can't send a replacement until it's finished. If the claim is approved, we replace the order exactly as it was placed.
Legal & Content Policy
Permission to print: By placing an order, you confirm that you have the right to reproduce any design or logo you send us, and you hold PensXpress harmless from any copyright claims.
Content policy: We may refuse any custom design that includes racial slurs, hate speech, pornographic or threatening material, or content that promotes violence or 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 you paid for the products.
Copyright: The text and images on this website are protected by copyright. Copying them is infringement, and we may take legal action to recover damages and legal fees.