Order Guide

• General

  • Placing an Order

    You may place an order through our e-commerce website www.pensandpromos.com.

    Questions, Comments and Concerns

    If you have any questions or concerns that are not answered by this Order Guide, or would like to give us feedback, you may contact us at www.pensandpromos.com/contactus.

    Order Confirmation

    When you place an order you will receive an Order Acknowledgement. You will then be emailed an artwork confirmation. Once you confirm your artwork, you will receive an Order Confirmation email and production of your order will begin.

    Order Modification or Cancellation

    You may modify or cancel your order only prior to approving your art. Modification or cancellation of an order at any time may be subject to additional charges and fees.

    Samples

    You may request a PensandPromos.com imprinted sample or a blank sample of any item other than USB flash drives for a $5.00 sample charge including standard shipping and handling. USB samples may be obtained for a $10 sample charge. All sample charges are refundable if you place an order for the sample item requested. Please contact us at www.pensandpromos.com/contactus.

    Virtual Proof

    The artwork confirmation email you receive will have an image of your artwork on the product you ordered.

    Terms and Conditions

    For complete details on the terms and conditions please review www.pensandpromos.com/termsandconditions.

• Artwork

  • Submitting Artwork

    You may upload your artwork directly while placing your order at www.pensandpromos.com or you may email your artwork to art@pensandpromos.com. If you have submitted artwork on a previous order you may use this same artwork, however you will need to provide the previous order number. If you place an order without providing artwork, you will receive an email instructing you how to provide us with the artwork. Production will not begin until you have approved the art. If you have any questions about artwork please contact us at www.pensandpromos.com/contactus.

    Artwork Services

    If you do not have artwork in the appropriate format our team of artwork experts will work with you to put them in to the correct format. This may add more time to the processing of your order. Please keep in mind production does not begin until you have approved the final artwork.

    Preferred Artwork

    100% vector art such as Adobe Illustrator All fonts converted to outlines/curves High Resolution images saved as .PDF, .EPS, or .TIFF No artwork with halftones or gradients

• Payment

  • We accept all major credit and debit cards as well as Paypal. You will be charged as soon as the order is placed. If you have any questions about paying for your order, please contact us at www.pensandpromos.com/contactus.

• Imprinting

  • Imprinting Methods

    Depending on the type of item ordered, there are different imprint methods available including silkscreen, pad printing, laser engraving, heat transfers and decals.

    Imprint Area

    The imprint area for each item will be specified on the item details page and will be clearly indicated to you before you place your order. The virtual proof you receive on the artwork confirmation email will show where your logo will be imprinted on the product. Some items may have multiple imprint areas you may choose from.

    Colors

    Actual item and imprint colors may be different than they appear on a computer screen. PMS color matching for imprints is available upon request at no additional cost. If you would like PMS color matching for an item color, please see Custom Orders.

• Setup Charges

  • A set-up charge is a fee that covers the cost of the art, screen, film, setup, and handling necessary to get your order ready for printing. For details and prices on setup charges see www.pensandpromos.com/additionalcharges.

• Production

  • Production time begins when artwork has been approved and all information is complete. Production times may vary due to issues out of the control of Pens and Promos. If you have any questions about the production of your order please contact us at www.pensandpromos.com/contactus.

    Inventory

    After you confirm your artwork you will receive an order confirmation and the products you have selected will be reserved for you.

    Custom Orders

    A custom order may available if you would like to order an item, item color, or quantity that not available on the website, or if you have special artwork requirements. However, prices and fees may be different with custom orders. To request a quote or place a custom order, please fill out the quote request form at www.pensandpromos.com/quoterequest or send an email to quotes@pensandpromos.com

• Shipping and Order Tracking

  • Available shipping methods vary depending on the products ordered and the destination address. The standard shipping method for all orders is FedEx Ground from Los Angeles. Shipping times provided are estimates and may vary with the actual time it takes for delivery. Orders may be tracked at any time with the FedEx tracking number provided on the shipping confirmation by using the following link: www.pensandpromos.com/ordertracking.

• Refunds and Returns

  • Our goal is to completely satisfy you and to meet or exceed your expectations. If you are dissatisfied with your order please email claims@pensandpromos.com or call 1-800-908-PENS.