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Pens FAQs

Browse answers to our most frequently asked questions about ordering custom imprinted pens!

TotallyPromotional.com
Phone (toll-free): 1-866-795-4657
Phone (local): 567-890-6042
Fax: 419-586-6589
Email to: Customer Service
Our Terms and Conditions provides you with extensive information on general matters, privacy and other policies, and details on the security of our websites.
Please check out the Contest & Promotions page of our website for all promotional codes and offers.
We do not offer specific programs or special discounts 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.
TotallyPromotional.com has samples available to customers upon request. Click here to fill out our form with your required information; some limitations and charges could apply.
An imprint is the name, logo or other type of design you choose to place on your pens.
The Pantone Matching System is a standardized color reproduction system that will more accurately produce true colors for your pens order. Each PMS Color is represented by a number and is used most often for logos and branding.

CMYK Value is a four-color process that layers cyan, magenta, yellow and black ink to form your chosen color. CMYK is best for projects with multiple-colored imprints, such as photographs.
First, enter a quantity, desired production time, zip code and shipping method. Next, select the pens’ color(s) and imprint colors. You may 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; JPG and PNG files can sometimes be accepted. Please send us the highest resolution file you have available.

If you cannot 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 depending on the complexity. This also could result in additional production time. We typeset text and create simple artwork for free.

If you prefer, you can describe your art design idea in the "Special Artwork Instruction" box and one of our graphic designers will help you create it.

Production requires artwork to be at least 150 dots per inch at print size.
Very detailed artwork does not print well on pens because of the small imprint area available. If we cannot use your artwork, we will try to provide you with options. We may suggest using only text.
Of course! You can get free expert art advice from one of our trained graphic artists.
We typically keep artwork/designs on file for approximately two years.
We do not knowingly reproduce copyrighted material and will not accept any liability for copyright infringement during the production of your pens order. Customers must ensure their artwork does not infringe on anyone's property rights, and are responsible for obtaining proper 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 artists can help you create a design to your satisfaction.
We have about 250 fonts to choose from for your pens imprint in our Font Selection. If you want to use your own font, you must convert it to outlines (graphics) in Adobe Illustrator, Corel Draw or a similar program before sending it to us. We have other fonts in our large library that are not shown in our font selection list; you can submit your favorite font name and we will use it if we have it, or we can search for something similar.
Yes. We will send a FREE proof to you via email, typically the same day you complete your pens order online, depending on the time of day we receive it. After receiving your proof, we ask that you contact your graphic artist to approve your design or have changes made.
Yes, most of our pens have a 2-color imprint option. Click here for our pens 2-color imprint selection.
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.
Most of our pens include black ballpoint ink, which is oil-based and writes on most surfaces. We also have black gel pens that are water-based.
The majority of our pens have black ink but a few also are available in blue or red ink.
Screen printing and pad printing are the best processes for imprinting on pens and the methods we use.
The colors that appear on your computer monitor or on a copy that you print out will not give you the exact Pantone Matching System Color of our pens or imprints because each printer and monitor are calibrated differently. If this concerns you, please request a sample.
Yes, we can send you a sample. Please click here.
Yes. As a general rule, minimum order amounts are 100 for plastic and highlighter pens, and 50 for metal pens. However, this can vary. Please see the product detail page for the minimum quantity information.
Yes, there is a $20 set-up charge per order to customize pens.
The ink in our pens is formulated to work for at least two years, depending on usage. If you receive defective pens in your order or have questions, please contact our Customer Service Department.
The estimated delivery cost for your pens order will be shown on the first page of your order. Just click on the type of pens you would like to customize, enter the quantity to order, your zip code and the various delivery methods and your cost will be displayed. For pens, we offer free ground delivery on orders of $75 or higher. Please let your Account Representative know if you need a certain delivery method or have special delivery instructions.

Free ground delivery applies to select items on our website (labeled with the free delivery icon) and is offered to destinations in the Continental United States.
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.
Our orders are ground delivered to customers by 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.
The orders we process are ground delivered from our production facilities in the United States, depending on the items you order.
Yes, we take requests for drop shipping (delivering to a location that is not your own, ex., delivering directly to a client or customer's location) and can ship your pens to multiple products to multiple locations. This may incur additional costs. Please send an Excel spreadsheet or Word document to use with the full ship-to addresses and specifications if your pens are delivered to more than one location.
Yes, we can accept requests for blind shipping if you indicate this preference on your pens order or discuss it with your Account Representative. However, we cannot guarantee that your pens order will ship blind due to the process of delivering our products.
We ship our pens orders by UPS, the USPS and DHL, depending on 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 starting with “93” is likely delivered by DHL.
We strongly suggest you contact your Account Representative if you want to make any changes to your order. After it is in production we may not be able to fulfill requests.
At this time we cannot ship any of our products to Canada or outside the Continental United States, but we are working to change this.
Yes we do! We ship pens throughout the U.S., including to military APOs. Due to military requirements and regulations, we cannot guarantee the date you will receive your pens order. However, we can guarantee the date your pens will ship from our facility.
The arrival date of your pens order is based on several factors:
  • The production time you choose. Our standard production deadline is 11 a.m. Eastern Time.
  • The shipping method and location chosen by you.
  • The day/time your proof is approved. Production will not begin until your proof is approved.

Note: Our production and shipping times are based on business days, Monday through Friday, excluding holidays.

Feel free to check the status of your order by entering your order number and the email address of the person who placed the order.
The options for production time for most of our items are found on the order page and is based on business days. Your FREE artwork proof must be approved and payment received and processed by 11 a.m. Eastern Time before production on your pens order will begin.

The Product Details page will provide you with an estimated shipping date based on the production method you choose.
Production time is the period it takes to complete your pens order in our production facility, based on our business days, Monday through Friday, excluding holidays.

We must approve your FREE artwork proof and your payment must be received and processed by our deadline of 11 a.m. Eastern Time before production can begin. The Product Details page will display your pens production time options with an estimated shipping date, based on the shipping destination.
You will receive a confirmation email soon after placing your pens order online. Email sometimes lands in junk or spam folders so please check there if your confirmation email hasn’t arrived in a reasonable time.

Note: This email is not confirmation that your pens 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 pens order.
The arrival date of your pens order is based on several factors:
  1. The day and time your pens order is approved. Your artwork, shipping method, production time and payment information must be approved by 11 a.m. Eastern Time before your pens order can go into production.
  2. The production time, shipping method and location you choose. Approximate transit time is one to six days, depending on location. You will be shown the estimated shipping and delivery dates on the product page when you order.

When your pens order leaves our production facility it becomes the responsibility of the shipping carrier, United Parcel Service (UPS), the United States Postal Service (USPS) or DHL.
We suggest you contact your account representative for any changes to your order. Once your pens order is in production it may be difficult to accommodate requests.
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.
We accept most major credit cards, including Discover, American Express, Visa and MasterCard. We also can accept purchase orders from groups, businesses and government agencies that have restricted payment options.
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 Manager 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.
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 Manager who will email you a proof and sales order to review. To finalize this type of order, you need to email your Account Manager 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 Manager 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 Manager 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.
Yes! You can order the exact amount you need as long as it is above the lowest minimum quantity shown.