• Shipping

Delivery Information

We strive to deliver the best products and the lowest rates with true shipping costs. UPS Ground is usually the most cost effective way to ship promotional items. Within the continental US, shipping time is from one to five days via UPS Ground depending upon where the packages originate and their ultimate destination.

Production Time

Products ship within 10 days after art approval unless purchasing 24 hr rush products which ship in 24 hours.

Tax Information

If State Sales Tax is included on your invoice, PenFactory.com is required to collect and remit sales tax in the State your order was shipped unless a valid exemption certificate is provided by the customer. Purchases made outside of your State may be subject to sales and/or use tax. Customers are responsible for determining their sales and use tax liability and remitting such tax to the appropriate state tax agency.

Our Return Policy

At Pen Factory, our customers come first, so you can feel confident when shopping with us. PenFactory.com will send an order confirmation within 24-48 hours via e-mail after your order is placed if a proof was requested. A valid email address is required to verify order and imprint information.

Orders with text only imprint or if a proof was not requested, will go into production within 24 hours if we do not receive any change requests. If your order has a logo or artwork and a proof was requested, we will require your prompt approval.

If there are any issues with your order don’t worry, our Customer Satisfaction Guarantee will provide solutions that suit your needs.

If you are not satisfied with your order, we will offer a replacement or refund if the item is not imprinted as requested or is defective, within 365 days of delivery.

Unfortunately, we cannot accept a return on any item because of a change of mind regarding product style, color and imprint layout.

Please contact our Customer Care Service Team at 1-800-851-2533 with any questions or concerns.