Pensfast.com FAQs » We Have All the Answers You're Looking For.

Imprinting & Customization.

What does imprint area mean?

The imprint area is the part of the pen that is customizable with your artwork. You can use that entire area however you want with your logo, a slogan, contact information or even some sort of promotional code.

What can be printed on the pen?

In most cases you can imprint anything you like in the imprint area. That means your logo, your text or anything else that you want. There may be certain limitations such as specific colors, amount of colors, or if we can only do text. Those will be noted on the product page. One of our Brand Architects can work with you to find the right pen for what you want to imprint.

How big or small can the imprint be?

Your logo and text size can be as big or small as you want. Obviously, the smaller it is, the more you can fit and vice-versa. Keep in mind there is a point, where your imprint will be too small to read. Our Brand Architects will bring that up to you if your imprint falls in that range. The general rule of thumb is a 7-point sans-serif font as the bare minimum, just a little bit larger for a script or serif type font.

Do you custom color match?

We can custom match your PMS color on the imprint of the majority of our pens. The pricing for a custom color match is available on request so please get in touch with us on our contact page.

Ordering Information.

Is Pensfast.com secure?

Absolutely. We partnered up with pros to handle the security of the order process. Those guys are constantly testing and hardening the system to make sure it's as secure as possible. All the things you expect like PCI DSS compliance, SSL security, and protected backups are in use to make sure everything runs silky smooth.

Is there another way to order?

Sure, just get in touch with us from the contact page and we can work out the details. We regularly accept orders via e-mail, fax, phone and even regular mail. Our Brand Architects can work with you to find the solution that works for you.

Can I order less than the minimum quantity?

Unfortunately, we list our absolute minimum quantity on the product page. We crunched the numbers and we came up with the sweet spot. It's the lowest quantity you can get with the best value possible. Ordering fewer would be cost prohibitive, so we don't offer it. However, if you get in touch with one of our Brand Architects from the contact page, we might be able to offer you an alternative promotional pen for a similar budget at a lower minimum quantity.

Do I have to order the exact quantities shown?

You can order as many or as few pens as you want provided you meet the minimum quantity requirements. For example, if the minimum quantity was 300 and the next level was 1,000, you could order 500 pens. Those 500 pens, in this example, would be the same cost per pen as 300 and you would need to order 1,000 pens to get an additional discount.

How do you calculate the delivery time?

After you place an order, we create an order acknowledgement and artwork eProof. We deliver that to you the same day or the next business day if the order comes in after noon. We might expedite that to meet your deadline. After we get your approval, we put the pens into production. The vast majority of the promotional pens we offer ship in a week or less. Lastly, the actual ship time, depending on the method you choose it could be as little as a day. To summarize, Processing Time (usually about a day) + Production Time (usually a week or less) + Shipping Time (depends on what you choose) = Delivery Time. Get in touch with us from the contact page if you need it by a specific deadline.

Do you guarantee the ship date?

Get in touch with us from the contact page either before or right after placing your order. After we know your deadline and we assess your artwork, stock levels and other factors we can give you the actual ship date. We will do our very best to meet your date and you can rest assured that your pens will ship when we tell you they will.

Are all of your pens listed on Pensfast.com?

Not even close, there are literally thousands of options. We try to put the most popular and highest quality promotional pens, markers, highlighters and pencils on Pensfast.com. We can source tons more, so if you are looking for a specific pen or a specific type of pen that you don't see, we would be glad to source it for you. Just get in touch with us from the contact page.

Do you offer better pricing for larger quantities?

We sure do. If you need more than the highest listed quantity please get in touch with us from the contact page. We would be glad to work with you to fulfill your needs.

When does my credit card get charged?

After you place your order, we create an order acknowledgment and complimentary artwork eProof for your order. That includes a line by line breakdown of all the charges and a layout of what your imprint will look like on the pen you ordered. After your approval, we will charge your credit card and put your order into production.

Do you charge sales tax?

We are, unfortunately, required by state law to charge sales tax on all orders shipped to New York state. We are also required to charge sales tax on certain products, depending on their manufacturing location. When checking out, you will be notified if your order qualifies for sales tax. If you are a non-profit or are otherwise exempt, please get in touch with us from the contact page, to see if we can accept that.

Do you have setup charges?

Absolutely none. We don't believe in extra charges, just the price of the pen. We keep it simple. In fact, it's reason number 6 on the why Pensfast.com rocks list.

Terminology.

What is an "earth friendly" or "eco" pen?

Earth Friendly or eco promotional pens, markers, highlighters and mechanical pencils are developed with their impact on the environment in mind. Some are made with recycled materials, some quickly and completely decompose, some are refillable and some are all of these things. We mark each earth friendly product we carry with this eco icon. On the product page, we put details about the environmental impact of that promotional pen.

What is production time?

Production time is the amount of time it takes to manufacture and customize the promotional pen, marker, highlighter or pencil you order. We specialize in getting things done fast, so the majority of the products we offer are produced in less than a week. Production time begins after you have approved your complimentary artwork eProof and order acknowledgement and we process payment. Production time does not include the shipping time from our production facility to you.

What is the imprint area?

See What does imprint area mean?.

Using this Website.

How does the live chat work?

We have a widget on the bottom right of your browser screen to chat with us. You can rest assured that it is our in house customer service, not some outsourced group of individuals. We know our promotional pens and we can help you by discussing project details, pen specifications or just brainstorming general ideas for your next promotion. We're here to help.

Which web browsers does Pensfast.com support?

We have developed Pensfast.com to be standards compliant so any modern browser such as Google Chrome, Apple Safari and Mozilla Firefox are recommended. We support Microsoft Internet Explorer 8 but we don't recommend it.

About Us & Policies.

Do you price match?

The short answer is that we do not price match. We feel our service, attention to detail and experience speak for themselves and we unable to put a price tag on them to compare. Our prices are very competitive and we are confident that your total order price would be less with us than anyone else. Total order price would take into account the product price, imprint run charges, setup charges, proof charges, art charges, and shipping. We don't charge you for setup, artwork proofs or artwork preparation while budget companies might be tacking on those fees after you place an order with them. We won't ever do that to you.

Do you offer free samples?

For new clients we generally offer free samples up to $5 and charge for samples over $5. If you decide to go ahead with your order, the charge is credited towards your order. If you decide not to go ahead with the order, the samples may be returned to us for a refund. For existing clients, please get in touch with your Brand Architect as your individual sample policy might be different. Please note, we evaluate sample requests on a case by case basis and may, in rare circumstances, choose to not offer free samples.

What if I order the wrong pen?

Our strategy is to prevent this from happening so you are happy with your purchase the first time. We try to provide as much detail as we can on our product pages to make sure you get exactly what you are looking for. Sometimes you may have a particular question and one of our Brand Architects would be more than glad to answer it, just head on over to our contact page. We also offer free samples on many of the pens we have, this way you can take a look before you purchase. Since the pens are custom created just for you, we wouldn't be able to take them back after the fact.

What if the imprint isn't right?

We try to prevent this as much as possible by offering complimentary artwork proofs before we put your order into production. We never imprint your pens before asking you if everything looks good. If, in the rare case, the imprint on the pen is different from the proof we showed you, we will stand behind it 100% and replace those pens at no charge.

Are the logos on product images endorsements?

No, those imprinted logos on the product images are just an example of the type of artwork that is capable of being imprinted on that pen. The trademark holders do not endorse those particular pens or Pensfast.com. Pensfast.com does not endorse those brands or their trademark holders.

Do you guarantee delivery dates for International orders?

We wish we could but the nature of international shipments prevent us from doing so. We can guarantee a ship date but not the delivery date. While we strive to get your pens to you on time, we have no control over the time it takes for your pens to go through Customs. Additionally, factors such as weather, politics, shipping carrier flights and others not listed here can cause delays that are often unpredictable at the time of shipment. We recommend placing the order as soon as possible to mitigate potential shipping delays.

What is your Free Ground Shipping policy?

Free Ground Shipping is something we started at the beginning of 2011 and it applies to every order for published quantities. We don't impose minimum orders to qualify. It is available for the entire contiguous United States. We use either FedEx Ground or UPS Ground at our discretion.

What is your general shipping policy?

Our two main shipping carriers are UPS & FedEx for domestic shipping and FedEx for international shipping. We offer very competitive rates but if you would prefer to use your own account we certainly accept it. Please get in touch with your Brand Architect to use your own account. We are generally unable to use a different 3rd party shipping provider as that would substantially increase costs and would likely negate any of the potential savings of using that 3rd party shipping provider. We reserve the right to change shipping carriers at our descretion but we will never change the shipping method. For example, if you place an order for pens being shipping via UPS Overnight, we might change it to FedEx Overnight but never to FedEx 2 Day.