Help Center

Can I edit my order?

Once an order is placed, it can't be edited online. For assistance in updating your order, please contact us.

Will I receive a confirmation email when I place my order?

We’ll send a confirmation email with your invoice straight to your inbox. If you have not received your order confirmation email, please contact us.

Can I reorder previously purchased products?

Yes, simply sign in to your account and select My Account > Order History > Reorder.

Can I get half my order with blue ink and the other with black?

We’ll be happy to include both ink colours in your order, just contact us for assistance. Please note that there will be an extra shipping and handling charge for each colour.

Why is my order delayed?

We’re sorry to hear you haven’t received your order yet! Please consult your tracking number or contact us and we’ll be happy to help.

Do you offer rush service?

Currently, we do not offer rush production service.

Why is my imprint so small?

Your imprint’s size depends on the product, imprint space, and how many lines of text were included. Font size may decrease to fit additional lines of text.

Can I order a larger quantity than is listed on your site?

Good news! We offer significant discounts for larger quantity orders. Just contact us and we’ll be happy to help you.

Why was my logo modified after I ordered?

In some cases, we may need to modify your imprint to better fit the product. You’ll receive an email to approve any modifications.

I ordered the assorted option. Why did I not receive all the colours?

Assortment is based on availability and may not include all colours. We try to fill each assorted order with all colours, however in the event of one or more colours being out of stock, we still want to get your order to you on time. We will fulfil your order as long as we have three or more colours available. Otherwise, we will reach out to offer alternatives.

Can I order less than the minimum order quantity?

Unfortunately, we cannot accommodate order sizes less than the minimum quantity. Orders are packaged and shipped based on specific increments.

What if I’m not satisfied with my order?

We’re sorry to hear you’re not satisfied! Please contact us as soon as possible so our Customer Care Team can address your concerns. Hold onto all product and packaging materials so we can verify the issue.

Do you offer samples?

We do! Contact us to request up to three samples, depending on availability.

A note about product consistency:

Please be aware that infrequent manufacturing variances, such as slight variations in product material, colour, and packaging, can be expected.

Will I receive a proof of my artwork?

You already have my logo on file—do I need to upload it again?

No, once you’ve uploaded your logo successfully, we have it on file. To view your logo(s), sign in and select My Account.

What file types can I upload for my artwork?

Design away! We accept most popular file types, including: .jpg, .jpeg, .bmp, .png, .heic, .tiff, .tif, .ai, .ppt, .pptx, .doc, .docx, .pdf, .eps, .psd, and .svg.

Can I add my logo to a pen?

Of course! When customizing your product, select Upload to add your logo.

Can I make my imprint larger?

Depending on the product and imprint space, we may be able to accommodate a larger imprint. Contact us for assistance or add your special request to the comment box when customizing.

Can I have two imprints on my product?

We like the double exposure! Many products have room for multiple imprints (like on the barrel and clip of a pen). Please leave this instruction in the comment box when customizing or contact us so our expert Customer Care Team can assist with your needs.

Why can’t I see my logo while customizing?

At this time, there are some products that don’t show your logo while you’re customizing. If there are any changes needed on our end, we’ll reach out with a proof for your approval. You can also select the “Send Me A Proof” box while customizing to receive and review an emailed proof.

Can I add an extra line to an engraved pen?

We set the number of lines you’re able to add to ensure your message looks great. You can find the maximum lines allowed under Imprint Specifications.

Can I order an assortment of designs?

Yes, of course. Just a heads up—we customize one design at a time, so there will be an extra shipping and handling charge for each separate design.

Can I feature a different name on each item within my order?

At this time, we are not able to uniquely customize each item within an order.

Will I see a preview of my imprint?

Yes! You’ll see a preview of your imprint before you place your order. To ensure that your text is produced properly, please type directly into the text fields provided. Note that pasting copy could result in errors.

What kind of imprint can I get on my promotional product?

Personalization is our thing! For a guide on how to customize your products, check out our Artwork Tips section.

How much is shipping?

Shipping prices vary depending on the value of your order, the shipping method, or the weight of your product.

Where can I find my tracking number?

Once your order has shipped, you’ll receive an email with your tracking number. You can also find your tracking number by entering your order number here.

What shipping options are available?

You can choose from ground shipping.

What are the exclusions from shipping promotions?

All shipping promotions exclude Alaska, Hawaii, CA territories, and delivery to PO boxes unless otherwise noted. Promotions do not apply to single-unit items. These promotions apply to ground shipping only.

What do I do if my package was lost or damaged during shipping?

If your package is lost or damaged during transit, please contact us for assistance.

Do you have any special offers?

We love a deal! Check out our Promo Codes & Coupons section for the latest offers.

Can I combine promotional codes and discounts?

Discounts and promotional codes are limited to one per order and cannot be stacked.

How do I use an online promo code?

Enter your promo code in the appropriate box at checkout. Click "Apply".

I received an offer from the mail. How can I use it?

It's your lucky day! At the top right corner of our website, click Enter Promo Code. Once entered, your discount will be automatically added to your order.

How do I pay for my order?

We make it easy with multiple ways to pay for your order:

• Pay online when you order through Pens.com.
• Select the Buy Now, Pay Later option at checkout. Your invoice will be included with your delivered order.
• Mail your payment to:
  Pens.com
  P.O. Box 4090 Station A
  C/O 915480
  Toronto ON M5W 0E9
  Canada

What is a setup charge?

Each time you order from us, we prepare your products by hand so our machines print your logo or text perfectly. This charge covers that personal setup.

Why is there a setup charge on every order?

While we already have your imprint information on file, the setup charge covers the cost of personally setting up your order each time. For example, when you order pens, whether it’s your first or fifth time, a member of our team has to manually set up the machine so your imprint information is perfect.

What types of payment do you accept?

We’ve got you covered. We accept Visa, MasterCard, PayPal, PayPal Pay in 4, and e-checks.

Payment is due upon receipt. Terms are granted on approved credit. Late payments are assessed as a late charge. You agree to pay all the company’s reasonable attorney’s fees and collection agency fees incurred in the collection of your late payment. Checks returned for Non-Sufficient Funds will be assessed a $25.00 fee.

Do you require a pre-payment?

While a pre-payment is required for your order, if you select the Buy Now, Pay Later option at checkout, your payment will be due upon the receipt of your invoice.

When will I receive my refund?

Refunds are normally processed within 3-5 business days after the request has been issued. Please note, this also depends on the processing time of your bank.