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.
Customized products are non-refundable. If you wish to return blank or unprinted items, you may do so within seven days of receiving them to get a refund of your purchase price, minus initial shipping and handling fees. The items must be returned in their original condition.
You'll need to cover all shipping and handling fees for returns, and assume the risk for any loss or damage during shipping. To minimize risk, we highly recommend insuring your shipment and using a carrier that offers delivery confirmation.
Defective or Damaged Products:
If the product you received is defective or has been damaged during shipment, please contact us immediately. We will provide a downloadable label for you to return the item at no additional cost. Once we've received and inspected the item, we will either replace it or issue a full refund, including any original shipping and handling charges.
Allow roughly 7 business days for us to process your refund, which will be issued to your original payment method. Note that customized or other specially marked products are not eligible for a refund.
Our website photos are for reference only and do not guarantee exact placement or appearance of your imprint. Each order is unique and will be handled accordingly. Colors may vary due to lighting, monitor resolution, and digital processing. We are not responsible for slight color variations.
If you're unsure which pen style to order, it's recommended that you order samples before making your final decision. This will allow you to test the quality of the pen and see the actual color before making a purchase. You can order as many samples as you'd like, with each sample costing a single item fee plus a shipping rate of $3.50 (for orders within the contiguous USA). To order your samples, please visit http://www.pensxpress.com/collections/order-sample-pens.
Please note that individual samples are not custom-printed.
If you wish to place an order by phone, we would be happy to help you. Simply call us at 855.736.7977. Please make sure to provide a valid email address where we can send you a copy of your confirmation-receipt. For additional details, please refer to our "Return Policy".
Time-Critical Orders :
Please feel free to contact us to confirm the availability of the product, the required services, and recommendations to ensure the delivery date. It's essential to indicate the date you need the order on your order form; otherwise, we won't know. Once we receive your order, we will review it and contact you if we have any questions or if expedited services are necessary to meet the deadline.
Factory Production Time:
The standard production time for the factory is typically 7-8 business days. If you need your order to be expedited, you can choose the 3 business days rush production option for an additional fee of $30 per order. It's important to note that the 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):
Please give us a call if you need help selecting the color for the pen and/or imprint. For plastic pens, the print color refers to the color used for all of the printed information, including any text and logos you may provide. The printing process for plastic pens can be done through silk-screening or pad printing. On the other hand, our metal pens are laser engraved, and no color is applied to the imprint. You can check the item description page for more information on the available laser colors, which include Silver, Gold, and Pewter. If you request a PMS color for your imprint, we will do our best to match it as closely as possible, but we cannot guarantee a 100% color match. Please provide the PMS number in the "SPECIAL ORDER INSTRUCTIONS" section of your order page to ensure accuracy; otherwise, we will use in-stock colors. Please note that we only offer a single color print option for both plastic and metal pens.
Placement of Logo:
Our graphics designer will arrange your logo and text line(s) in the most suitable manner to fit the available imprint area. It's important to note that each imprint and logo is distinct and will be treated differently for each order. Therefore, we reserve the right to make necessary adjustments to accommodate your design on the product.
Size of Text, Logo or both:
Each pen comes with a specific imprint area that has a maximum length and height. Consequently, we will strive to make the imprint as large as possible within this designated area.
e-mail Proof Request:
To view the size, font style, and layout of your imprint information, you can request a free paper proof in either email or PDF format. To do so, visit the order form page and input your request in the "Special Order Instructions".
Once you've submitted your order, please allow 2-3 business days for the proof to be sent to you via email. Keep in mind that requesting a proof may increase production time for your order.
The proof will display the approximate print size (including any logos), font style, spelling, and overall layout. However, the final print location and colors may differ from the finished product.
Once you approve the proof, you are confirming that all information is accurate and granting permission to proceed with production. Refunds or reprints will not be provided for errors, missing information, layout issues, or logo errors that were not identified during the proofing process.
*PROOFS ARE ONLY SENT UPON REQUEST!
To include your logo or artwork along with your order, choose the "LOGO" option under "PRINTING OPTION" and then click on the green "UPLOAD" button that appears.
The imprint of your logo and any accompanying text will be in a single color only. To guarantee a clear print of your logo, it's recommended to provide a Vector file (.eps or .ai). This will maintain the sharp edges and clarity of your logo even when resized to fit on the pen. If you have a different file format, you can still send it to us for review. If possible, we can convert it and resize it for you at no extra charge. For more information about Vector files and artwork guidelines for logo printing, please refer to our resources.
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 you can't find your delivered package, check with anyone who might have received it for you. If it's definitely lost, contact us and we'll ask the carrier to investigate. This can take 8 business days, and we can't send a replacement until it's done. If the carrier approves the claim, we'll authorize an even exchange with no changes to the original order.
Ink Cartridge Warranty:
Ink cartridges come with a 1-year shelf-life warranty from the delivery date, valid only if stored in a climate-controlled facility and original packaging. Contact us within 90 days of receiving your order if you have any issues. After 90 days, the replacement warranty becomes void.
It is required to submit all cancellations in writing. In case a cancellation fee is applicable, we will inform you.
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:
We ship from the USA to many international locations, but please note that our shipping fee only covers transportation charges. Any importing fees imposed by your country (such as customs, brokerage, taxes, and duties) will be your responsibility and will be collected by the carrier. If you're concerned about these fees, please contact the carrier to make other arrangements.
Where applicable, we are required to collect Sales Tax.
We will do our best to match our competitor's price if you request a price match, provided that it is for the exact same product that we advertise. Nonetheless, we may be unable to honor their price if we conclude that the competitor's item does not meet our company's product or standards.
Advertised Products and Logos:
The products displayed on this website that are printed with branded logos are solely intended to showcase our printing capabilities and the end result. We do not claim to have designed these logos, nor do we offer the printed products with those branded logos for sale without prior permission from the owners of the trademark or copyrighted artwork. All trademarks and copyrights are the property of their respective companies.
Website Typographic Errors:
PensXpress is not liable for any typographical or pictorial errors and retains the right to rectify any erroneous prices or replace listed products and manufacturers. Additionally, we may modify specifications and descriptions without prior notice.
PensXpress aggressively pursues any copyright infringement, including copying our text or images.
Copying our work, including any content found on this website, constitutes copyright infringement, and we reserve the right to pursue legal action against anyone who violates our copyright. We may be entitled to collect up to $150,000 in damages for each infringement, as well as reimbursement for our legal fees. It is important to note that we do not need to demonstrate a loss in business in order to take legal action against infringers. Please refrain from copying our work to avoid any legal consequences.
Limitation of Liability
The following Limitation of Liability applies to all products sold on this ecommerce website:
In no event shall PensXpress.com or its affiliates be liable for any direct, indirect, incidental, special, or consequential damages arising out of or in connection with the use or inability to use our products, even if PensXpress.com has been advised of the possibility of such damages.
Our liability to you for any cause whatsoever, and regardless of the form of the action, will at all times be limited to the amount paid, if any, by you for our products.
You acknowledge and agree that the above limitation of liability is a fundamental element of the basis of the agreement between you and PensXpress.com, and that PensXpress.com would not sell its products to you without such limitation.
Some states or jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. However, in such cases, PensXpress.com’s liability will be limited to the maximum extent permitted by law.
By purchasing our products, you agree to this limitation of liability and acknowledge that you have read and understood this provision.
PensXpress.com holds the registered trademark for PensXpress, as well as all custom graphics, icons, logos, and service names. Any other trademarks or service marks belong to their respective owners. Without the express written consent of PensXpress.com, the use of any PensXpress trademark or service mark is strictly prohibited.