Frequently Asked Questions

Please consult our comprehensive "Ordering Guide" for detailed instructions.

Yes! If you're not a Company or Government entity, you can conveniently place your order directly through our website using various secure payment methods such as credit card, Shop Pay, PayPal, Apple Pay, or Amazon Pay.

Yes, we have a variety of pens that come in blue ink. You can browse our selection here.

To send your logo, select the logo option under "PRINTING OPTION" on the product page. You'll find an "UPLOAD" box where you can attach your logo file to your order.

We only accept logos in Adobe Illustrator (.EPS or .AI) format, and they must be black and white. For additional details, please see the Artwork Guide.

Most of our plastic pens can accommodate 3-5 lines of text, with up to 35 characters per line. Each individual pen will specify the maximum number of lines it can hold. For our laser engraved metal pens, the limit is up to 2 lines.

No, we offer one single color imprint only . If you need help selecting a color, please don't hesitate to contact us for assistance.

We offer seven colors for imprinting:

• Black
• Gold
• White
• Silver
• Red
• Blue
• Green

For dark-colored pens, we recommend using gold, white, or silver for better contrast. For light-colored pens, consider red, black, blue, or green.

You can view our available fonts here. We offer a standard font for pen imprinting. Upon request, we can customize your text imprint (Bold, Larger, Italic, etc.). Non-standard fonts are considered logos and require specific file formats.

Yes, you can use the following keyboard shortcuts to insert these symbols:

• Registered Trademark (®): ALT + 0174
• Trademark (™): ALT + 0153
• Copyright (©): ALT + 0169

Yes, we offer assorted color options for all our pen styles, subject to availability. Our team will select colors that complement your chosen imprint color and avoid clashing combinations.

To request specific colors not included in our standard assortment, please mention them in the "Special Order Instructions" section during checkout.

Yes, we offer free proofs for you to preview the font, size, and layout of your imprint.

To request a proof:

1. On the product page, use the "Special Order Instructions" field.
2. Or, reply to your order confirmation email asking for a free proof.

We will send you a PDF proof within 1-2 days after placing your order. You can modify it until you're completely satisfied, then approve it for production.

Once your order has been completed and shipped as per your instructions, we cannot offer refunds or exchanges.

Please review our Policy & Agreement for more information.

Yes, you can order sample pens here. This will allow you to examine the quality and colors of our products before committing to a full order.

Yes, our website is secure for online transactions:

• We use a secure HTTPS connection with 256-bit SSL v2/v3 encryption.
• Credit card details are encrypted during transmission and storage.
• We comply with PCI DSS (Payment Card Industry Data Security Standard) guidelines to ensure the safety of your information.

Yes, we do ship to Canada. Here are some important points:

• All packages are shipped from New Jersey, USA.
• Any import-related fees (brokerage fees, customs duties, taxes) will be your responsibility.
• These fees are collected by the carrier and depend on the value of your items.
• To get a quote for these fees, contact your preferred Canadian carrier (DHL, UPS, or USPS).
• These fees can be substantial, even at their lowest cost.

You can view our full Policy & Agreement here, which includes information about returns, refunds, exchanges, and more.

You can call our office line at 1-855-736-7977 or fax us at 1-732-945-8759 . Our business hours are Monday through Friday, from 8 AM to 4 PM Eastern Time. Please try to reach us within these hours for the best assistance.

Please direct your inquiry to our customer support team at info@pensXpress.com. They will be happy to assist you.

Our team endeavors to respond to emails and calls within regular business hours, typically within 24 hours. However, response times may vary depending on the volume of inquiries and the complexity of the issue.

Our business hours are from 8 AM to 4 PM Eastern Standard Time (EST), Monday through Friday. While we sometimes work beyond these hours, prompt responses outside official business hours are not guaranteed. Mondays can be particularly busy due to weekend orders, but we make every effort to address customer questions and concerns as swiftly as possible.

If you haven't received a response within the expected timeframe, please check your spam folder for any potential missed emails. If you still don't see a response, here are some steps you can take:

1. Check our FAQ (Frequently Asked Questions) page or our Terms and Conditions page. We've compiled answers to 90% of common questions there.
2. Send us a follow-up email politely reminding us about your previous inquiry. Be sure to reference the original email's subject line or date.
3. Try reaching out via another method , such as calling if you previously emailed, or vice versa.

If you've attempted these steps and still haven't received a response after a reasonable amount of time (e.g., 48 hours), please don't hesitate to reach out again or contact our manager directly for assistance. We appreciate your patience and understanding as we strive to provide the best possible service.

Production Time:
- Standard: 7-8 business days
- Rush (3-day): Available for $40 per order

Shipping Options & 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*

* Shipping transit time does not include the factory production time.

Yes, we offer expedited service for a fee of $40. This reduces the production time from 7-8 business days to 2-3 business days . When placing your order, please provide us with the date of your event so we can assist you better.

Yes, but please note that PensXpress only accepts POs from State and Government agencies . If you fall under this category:

• Fax your PO to 1-732-945-8759
• Include a contact name, phone number, and email address in the fax

• Credit Cards: Visa, MasterCard, American Express
• Digital Wallets: PayPal, Apple Pay, Shop Pay, Google Pay, Amazon Pay

A copy of your receipt is sent via email to the address provided during checkout upon order completion.

If you need another copy, please contact us at orders@pensxpress.com, and we'll forward it to you.

If you receive two confirmation emails, please contact us at 1-855-736-7977 or orders@pensxpress.com so we can cancel one order and proceed with the other.

Yes, PensXpress ships to APO (Army Post Office) and FPO (Fleet Post Office) addresses using USPS Priority Mail.

Yes, we offer free ground shipping on orders totaling $99 or more (before tax) shipped to addresses within the Contiguous United States.

We reserve the right to use the most cost-effective shipping method available.

1. Carefully inspect the entire box/package to ensure nothing is missing.
2. If you find that an item is still missing, please contact our office:

Phone: 1-855-736-7977
Email: info@pensXpress.com

1. We will investigate the issue and notify you of the resolution.

Contact our Customer Service Department at orders@pensXpress.com.
Explain the situation, including:

• Your order number
• The incorrect item received
• The item you actually ordered

We will investigate your order and notify you of the resolution. Typically, we arrange for the pickup of the incorrect item and reship the correct one to you.

If there's an issue with the printing or colors on your pens, please contact us. We'll initiate a Return Merchandise Authorization (RMA) process, replace the incorrect items, and cover shipping costs. For more information, please review our Terms and Conditions.

Visit ups website, enter tracking number, click 'Details'

• Delivery attempt failed (no one present)
• Incorrect/incomplete address
• Package refused by recipient

Contact us for assistance:

• Phone: 855-736-7977
• Email: orders@pensxpress.com

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