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Pencils FAQs
Use this page for quick answers to our most commonly asked questions concerning pencils from Totally Promotional.
General Information
+ Contact Us
- TotallyPromotional.com
- Phone (toll-free): 1-866-795-4657
Phone (local): 567-890-6042
Fax: 419-586-6589
Email to: Customer Service
+ Terms and Conditions
- Our Terms and Conditions provides you with extensive information on general matters, privacy and other policies, and details on the security of our websites.
+ Promotional Codes and Offers
- Please see the Contest & Promotions page on our website for all current promotional codes and offers.
+ Military and Charitable Discounts
- We do not have specific programs or special offers for charitable organizations or military personnel. However, please submit your request to our Customer Service Department and we will let you know if we can help in any way.
+ Product Samples
- We encourage you to click here to fill out a sample request form for pencils. Limitations and charges may be applicable.
Design and Artwork Questions
+ What does “imprinting” on pencils mean?
- An imprint is the name, logo or other type of design you choose to place on your pencils.
+ What is the Pantone Matching System and the CMYK Value?
- Pantone Matching System is a standardized color reproduction system that will more accurately produce true colors for your pencils order. Each PMS Color is represented by a number and is used frequently for logos and branding.
- CMYK Value is a four-color process that layers cyan, magenta, yellow and black ink to form the color of products and imprints. CMYK works best for projects with multiple-colored imprints, such as photographs.
+ How do I design and send you the imprint on my pencils?
- Just enter a quantity, desired production time, zip code and shipping method for your pencils order. Next, select the pencil color(s) and imprint color(s). Then choose from our gallery of clip art or fonts, or upload your own custom artwork file when prompted. Files we prefer to receive are EPS, AI and PDF vector formats, however, JPG and PNG files can sometimes be accepted. Please send us the highest resolution file you possess.
- If you cannot immediately upload your artwork to us, simply email your artwork at a later time.
- If your art resolution is too low to convert, we may have to redraw it and additional charges could incur. This also could prompt additional production time. Note that we typeset text and create simple artwork for free.
- You also can describe your art design idea in the "Special Artwork Instruction" box and one of our Graphic Designers will gladly help you create it.
- Our production method requires artwork to be at least 150 dots per inch at print size.
+ How detailed can the artwork be on my pencils?
- Very detailed artwork does not print well on pencils because of the tiny imprint area available. The minimum recommended font size is 6 point. If we cannot use your artwork, we will try to provide you with other options such as just using text.
+ Will you keep my pencils design on file for future orders?
- We usually keep artwork/designs in our files for approximately two years.
+ Can I use copyrighted or licensed material for my pencils' imprint?
- We do not knowingly reproduce copyrighted material and will not accept any liability for copyright infringement for the production of your pencils order. Customers must be certain their artwork does not infringe on anyone's property rights, and are responsible for obtaining legal permission for the reproduction of logos, trademarks and copyrighted material.
- We will consider but cannot guarantee the use of submitted artwork that is similar to the copyrighted or trademarked design you desire. Our Graphic Designers can help you create a design to your satisfaction.
+ What fonts can I use for my pencils imprint?
- We have over 60 fonts to choose from for your pencils imprint in our Font Selection. If you want to use a specific font, you must first convert it to outlines (graphics) in Adobe Illustrator, Corel Draw or a similar program. We have other fonts in our large library that are not displayed in our font selection list. Please submit the name of your favorite font and we will use it if we have it, or we will find something similar.
+ Can I get a proof for my pencils order?
- Yes you can. We will send a FREE proof to you via email, typically the same day you complete your pencils order online, depending on the time of day we receive it. After receiving your proof, please contact your Graphic Designer to approve your design or have your desired changes made.
+ Can I get my pencils imprinted in more than one color?
- Yes. We offer several styles of pencils with a full-color imprint.
+ Can I use multiple artwork designs for my pencil order?
- Yes, but please note that our product prices include one artwork/imprint per order. Each design you select or submit to us will be considered a separate order, which can reduce the price break we offer on larger quantities. This policy does not apply to second-side imprints on products such as drinkware and can coolers.
Product Questions
+ What are your most economical pencils?
- Our most economical pencils are the Saver Pencil, Neon Saver Pencil, Pink Eraser Saver Pencil, Rounded Creator Pencil, and Creator Hex Pencil. All our budget-friendly writing instruments can be found here.
+ Can I order pencils in an assortment of colors?
- You can choose up to four product colors per each pencils order. The minimum quantity per color may vary per product. Please read the product details page for specific information for each item.
+ How many different colors of lead do you offer?
- All of our pencils contain regular #2 graphite black lead except for our Red Lead Handy Carpenter Pencil.
+ What type of imprint works best on pencils?
- Our round pencils are imprinted via a screen printing process and our hexogonal pencils are heat-stamped.
+ Are the colors of your pencils exactly as the shade I see on my screen?
- The pencil colors that appear on your computer monitor or on a copy that you print out will not be the exact Pantone Matching System Color of our pencils or imprints because each printer and monitor are calibrated differently. You're encouraged to request a sample.
+ What is the grade of lead in your pencils?
- Most of our pencils have #2 graphite lead. The type of lead is listed in the “construction” field of each product description.
+ Will my custom pencils be sharpened when I receive them?
- All pencils are shipped unsharpened except for golf pencils.
+ Is there a minimum amount of pencils that I must order?
- Yes. Please see the product detail page for the exact minimum quantity information per item.
+ Is there a set-up charge to customize my pencils order?
- Set-up is free for the majority of our pencils. Only two of our pencils — the Wintery Grip Mechanical Pencil and the Silly Smiles Mechanical Pencil — have a set-up charge included.
Delivery Questions
+ How much will it cost to ship my pencils?
- The estimated delivery cost for your pencils order will be listed on the first page of your order. Just click on the type of pencils you would like to customize, enter the quantity, your zip code and a delivery method and your cost will be shown.
- We provide free ground delivery within the Continental United States for pencils orders totaling over $75.
- Please let your Account Representative know if you need a certain delivery method or have special delivery instructions.
+ What are Estimated Delivery Dates and Guaranteed Delivery Dates?
- Guaranteed Delivery Dates
Your Guaranteed Delivery Date is the date you will receive your order when choosing rush production and/or rush delivery times. This date could change in lieu of holidays or if adjustments are made to the order/artwork after the initial proof, depending on when the order is finalized. Fees for our rush service will be refunded if your order does not arrive by the guaranteed date. - Estimated Delivery Dates
This is the approximate arrival date of your order when using Standard Production and/or Standard Delivery methods. This date could change depending on current production capacity, adjustments to artwork after the initial proof, and when your order is approved and paid. If you need a guaranteed arrival date, we recommend you select rush production and/or rush delivery times.
+ What method of delivery will be used for my pencils order?
- Our pencils orders are ground delivered to customers by either United Parcel Service (UPS), the United States Postal Service (USPS) or DHL. All orders are delivered by ground service unless an expedited method is requested to meet an event date.
+ From what location will my pencils order be delivered?
- Our pencils orders are ground delivered from our production facilities in the United States.
+ Can I request drop shipping for my pencils order?
- Yes, we accept requests for drop shipping (delivering pencils to a location that is not your own, ex., delivering directly to a client or customer's location) and can ship your pencils to multiple locations. This could prompt additional costs. Please send an Excel spreadsheet or Word document with the full ship-to addresses and specifications if your pencils are to be delivered to more than one location.
+ Can I request blind shipping for my pencils order?
- Yes, we can accept requests for blind shipping if you indicate this preference on your pencils order or discuss it with your Account Representative. However, we cannot guarantee that your pencils order will ship blind due to limitations in the delivery process.
+ How can I tell if my pencils were delivered by United Parcel Service (UPS), the United States Postal Service (USPS) or DHL?
- We ship our pencils orders by UPS, the USPS and DHL, according to the method you choose or the one that is best suited for your particular order. A tracking number with letters and numbers beginning with “1Z” indicates a UPS shipment. A tracking number with all numbers beginning with “94” likely was delivered by the USPS. A tracking number that starts with “93” is likely handled by DHL.
+ Can I change my delivery information or other details of my pencils order?
- We strongly suggest you contact your Account Representative if you want to make any changes to your pencils order. After it arrives in production we may not be able to fulfill such requests.
+ Can you ship pencils to Canada?
- We currently cannot ship our products to Canada or outside the Continental United States, but we are working to change this.
+ Do you ship pencils to Army Post Offices?
- Yes! We ship pencils throughout the U.S., including to military APOs. Due to military requirements and regulations, we cannot guarantee the date you will receive your pencils order. However, we can guarantee the date your pencils will ship from our facility.
Order Questions
+ What is the status of my pencils order?
- The arrival date of your pencils order is based on several factors:
•The production time
•Delivery method and destination
•Our deadline, which is 11 a.m. ET - The transit time estimate is one to six days, depending on location.
- Note: Totally Promotional's production and delivery times are based on business days, Monday through Friday, excluding holidays.
- You may check the status of your order by entering your order number and the email address of the person who placed it.
- When your order leaves our production facility it becomes the responsibility of United Parcel Service (UPS), the United States Postal Service (USPS) or DHL.
+ How long will it take to complete my pencils order?
- The options for production times for pencils is found on the order page and is based on business days. Your FREE artwork proof must be approved and payment received and processed by us before 11 a.m. Eastern Time for production on your pencils order to begin.
- The Product Details page on our website will provide you with an estimated delivery date for your pencils based on the production method you choose.
+ What do you mean by “production time” for my pencils order?
- Production time is the period it takes to complete your pencils order in our production facility. It is based on business days, Monday through Friday, excluding holidays.
- We must approve your artwork proof and your payment must be received and processed by us before our 11 a.m. Eastern Time deadline in order for production to begin. The Product Details page will show your pencils production time options with an estimated delivery date, based on the delivery destination.
+ When will I receive a confirmation email about my pencils order?
- You will receive a confirmation email shortly after placing your pencils order online. Email can sometimes land in junk or spam folders so please check those if your confirmation email hasn’t arrived in a reasonable time.
- Note: This email is not confirmation that your pencils order is in production. If you did not approve your artwork during the online process, you should receive a proof via email that must be approved by you before we can proceed with your pencils order.
+ Can I get help with my pencils order?
- Yes, you can. You may Live Chat with an agent or call our Customer Service Department at 1-866-795-4657 for answers to your questions.
+ Can I make changes to my pencils order?
- It's best to contact your Account Representative for any changes to your order. Once your pencils order is in production it may be difficult to accommodate requests.
+ Will I be charged sales tax for the products I purchase online from Totally Promotional?
- New laws now require that applicable sales tax be applied to online orders. Totally Promotional calculates sales tax at the time of purchase, in accordance with applicable state and local laws. The amount of the sales tax charged will be shown in the order confirmation sent to your email. For further information, visit the Sales Tax section in our Terms and Conditions.
+ What type of payment can I use for my pencils order?
- We accept the most popular U.S.-based credit cards: American Express, Visa, MasterCard and Discover. We also can accept some purchase orders from schools, government agencies and other groups that may have restricted payment options. Contact your Account Representative for more information.
+ Can I pay via NET-30 Terms or a purchase order?
- We do allow eligible customers to pay via NET-30 terms and/or purchase orders. In order to be considered, you need to place an order through our website and choose the "pay later" option so we have the full details of your planned order. Let your assigned Account Representative know that you want to apply for NET-30 terms or pay by purchase order, and a form will be sent to you to fill out. Your information must be reviewed and approved before we can proceed with your order. If you want to pay with a purchase order, you must first be approved and are required to send a copy of your signed PO with an amount that matches your online order.
+ How do I finalize my order?
- If you place an online order and are given the option to “Approve Design” online, your order is considered finalized when you:
1. Click “Approve” for the artwork
2. Enter credit card payment information on the checkout page
3. Click on “Place Order” - If you choose the Pay Now option at checkout, but were not given the option to approve your design online during the checkout process, you will be assigned to an Account Representative who will email you a proof and sales order to review. To finalize this type of order, you need to email your Account Representative with approval of your proof. We cannot put this type of order into production until we have written (email) proof approval and have processed your payment.
- If you choose the Pay Later option at checkout, you will be assigned to an Account Representative who will email you a proof and sales order to review. To finalize this type of order, you will need to pay for the order via the payment link that your Account Representative will send you. Once your payment is submitted, it is considered approval of the proof and the order will be sent to production. If proof approval is emailed and payment has not been made, the order cannot be sent to production.
+ Can I order different amounts than those listed in your Quantity/Price graph in the ordering process?
- You can order the exact amount you need for most products as long as it is above the lowest minimum quantity shown.
- The arrival date of your pencils order is based on several factors:
