How do I cancel an item in my order?
If you have not approved your pen layout and your order has not gone into production, you can send us an e-mail through the Contact Us page and request that your order be cancelled.
Cancellations cannot be accepted once imprinted products have gone into production.
Imprinted products may not be returned and will not be accepted without written authorization. A return authorization number must appear on the outside of package of all returns! Complaints must be filed within 30 days of shipment. Return shipping charges must be prepaid.
How do I track my order?
Tracking information will be sent automatically after your order has shipped to the e-mail address provided with your order. You can also send us an e-mail to request tracking information.
What is your return policy?
Custom printed pens may not be returned unless they are defective. Examples of defects include:
• Custom imprint differs from what you approved
• Imprint color differs from what you approved
• Pen color differs from what you approved
• Poor imprint quality
• Pens that don't function properly (click mechanism and/or writing quality)
No returns will be accepted without written authorization. A return authorization number must appear on the outside of package of all returns.
Complaints must be filed within 30 days of shipment. Please contact us as soon as you notice any defect. We will contact you by phone or e-mail to verify the issue and provide instructions on how to proceed.
We will NOT accept returns because of dissatisfaction with your choice of pen color, imprint color, type style, or any combination of the preceeding. Please be certain of your color choices before you approve the proof which is sent after your order has been placed.
Please note that due to variances among color monitors the product colors that appear on your screen, either on our web site or on the proof that you receive, may not be exact. Please do not place your order if color is critical. We will not accept returns of any item(s) or issue any credit or refunds because of color expectations.
When will my order ship?
Pens will usually ship 7 to 8 business days after the pen layout has been approved. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.
What carrier is used for shipping?
All promotional Pilot Pens ship via UPS Ground from Jacksonville, Florida. Please allow 1 to 6 business days for delivery after your order has shipped.
Do I have to pay sales tax?
Sales Tax will only apply to orders shipping to North Carolina.
When will my credit card be charged?
For custom printed products, your credit card will be charged within 1 to 5 days after you approve the layout and the item has gone into production.