Frequently Asked Questions
Have questions about custom pens, promotional products, artwork proofs, production times, shipping, or samples? Our FAQ page provides quick answers to the most common questions customers ask before placing an order. If you can't find what you're looking for, our Customer Service team is always happy to help.
Available Hours
How do I contact Customer Service?
Our Customer Service team is here to help with product questions, artwork assistance, proof requests, order updates, production timelines, shipping inquiries, and custom product recommendations.
You can contact us by:
Phone: +888-884-7367
Email: [email protected] & [email protected]
What are your Customer Service hours?
Our Customer Service team is available Monday through Friday during regular business hours from 8 a.m to 5 p.m, excluding weekends and holidays. If you contact us outside of business hours, we'll respond as soon as possible on the next business day.
Artwork & Customization
Can I see a proof before placing my custom order?
Yes! If you'd like to review a virtual proof before placing your order, we're happy to provide one at no charge. Seeing a proof in advance is a great way to confirm your logo placement, imprint colors, and overall design before making a purchase decision. Simply contact our Customer Service team, and we'll help you get started.
Can I request a proof after placing my order?
Absolutely. We offer FREE virtual proofs on orders over $250 and upon request. If you've already placed your order and would like to review a proof before production begins, please contact our Customer Service team as soon as possible after checkout.
For orders under $250, we recommend requesting a proof in the Custom Instructions box during checkout or contacting Customer Service immediately after placing your order. We'll do our best to provide a proof and obtain your approval before printing starts.
Do I need to provide print-ready artwork?
Not necessarily. We can often work with common file formats and help determine whether your artwork is suitable for printing. If our art team or production team has an imprint suggestion, we will contact you.
What file formats do you accept?
We accept AI, EPS, PDF, SVG, PNG, JPG, TIFF, and other common file formats.
Pricing & Orders
Is setup included in the price?
ALL our products include FREE setup and FREE personalization. Please refer to the individual product page for pricing.
Is there a minimum order quantity?
Minimum quantities vary by product. Some items start as low as 1 or 50 pieces, while others may require larger quantities.
Do you offer volume discounts?
Yes. Most products offer lower pricing at higher quantities.
Can I order a sample before placing a larger order?
Yes. We offer free samples on many of our custom products. A small shipping and handling fee of $7 per item applies. Requesting a sample is a great way to evaluate the product's quality, size, color, and overall feel before placing a larger custom order. Contact our Customer Service team to check sample availability for your selected item.
Production & Shipping
How long does production take?
Production times vary by product, and all items include an estimated production timeline on the product page. Please note that production times are calculated in business days only and do not include weekends or holidays. If you're working with a specific event date or deadline, we recommend contacting our Customer Service team to confirm timing before placing your order.
Is production time the same as shipping time?
No. Production time and shipping time are different processes. Production time refers to the time required to customize your items. If artwork approval is required, production begins once the artwork has been approved. For orders under $250 and an art proof was not requested, production may begin the same day or the next business day. Shipping or transit time begins only after production has been completed and your order has left the factory.
What if I have a specific deadline for my order?
During checkout, you'll have the option to provide your desired event date. Please keep in mind that both production time and shipping time affect when your order will arrive. If we believe your requested deadline cannot be met, our team will contact you promptly to discuss available options.
Do you offer free shipping on custom pen orders?
Yes! We offer FREE shipping on all custom pen orders over $199 shipped within the continental United States. Orders may be shipped via UPS, FedEx, or USPS at the discretion of 4Pens.com unless special shipping arrangements have been made in advance. Please note that free shipping is available only to the contiguous U.S. and does not apply to Alaska, Hawaii, or Puerto Rico.
Can you ship to a PO Box?
No. UPS and FedEx do not deliver to PO Boxes, so a valid street address is required. If a PO Box is provided during checkout, our Customer Service team will contact you to obtain an alternative delivery address, which may delay your order. If your shipping location includes an apartment, suite, or unit number, please be sure to include it when placing your order to avoid delivery issues.
Do you ship to Alaska, Hawaii, or Puerto Rico?
Yes, we do. However, free shipping does not apply to orders shipped to Alaska, Hawaii, or Puerto Rico. We recommend contacting our Customer Service team before placing your order so we can provide a shipping estimate and help identify the most cost-effective delivery option. Please note that 4Pens.com may occasionally ship orders in multiple packages when necessary to speed up delivery or accommodate inventory availability.
Do you offer rush production?
Yes! We offer a selection of promotional products with rush production options for customers working with tight deadlines. If the item you're interested in is not listed in our Rush Production category, please contact our Customer Service team. We'll be happy to check whether expedited production is available and provide the fastest turnaround options for your project.
When will my order ship?
You will receive tracking information once your order leaves production.
Can I ship to multiple locations?
Yes. HANDLING FEE(s) will apply to any request to separate or ship an order to multiple locations. The HANDLING FEE of $15 per location plus shipping costs will need to be paid prior to order production. Please contact Customer Service if you need your shipment shipped to multiple addresses per order. It is suggested to alert our Order Management team of this desire in the Other Comments section of your order. 4PENS.com prides itself on Customer Service and will work with each customer to accommodate their needs.
Products
What is the most popular promotional item?
Custom pens remain one of the most popular and cost-effective promotional products because they are practical, affordable, and provide long-term brand visibility.
Which products are best for trade shows?
Popular trade show giveaways include:
• Custom pens
• Tote bags
• Stylus pens
• Drinkware
• Notebooks
• Lanyards
Do you offer eco-friendly promotional products?
Yes. We carry a variety of recycled, reusable, and sustainable promotional products.
Do your pens write in black or blue ink?
Ink colors vary by product. Please refer to the product specifications on each product page.
I can't find the product I'm looking for. Can 4Pens help?
Yes! If you don't see a specific product, style, or product line on our website, please reach out to us. Our team is constantly adding new promotional products, and we'd be happy to search our supplier network for the item you're looking for. If it's available, we'll do our best to make it accessible for you or recommend similar options that fit your branding, budget, and customization needs. We're always looking for new ways to help bring your ideas to life.
Order Changes & Support
Can I update or cancel my order after it has been placed?
Yes. If you need to make changes or cancel your order, please contact our Customer Service team as soon as possible. In most cases, customers have up to one business day after placing an order to request updates or cancellations. Once production has started, changes or cancellations may no longer be possible.
What if there is an issue with my order?
If you experience any issues, contact our Customer Service team, and we'll work to make it right.
AMERICA 250
How can I add the official America 250 logo to my custom product?
If you'd like to include the official America 250 logo alongside your company logo, simply enter "ADD OFFICIAL AMERICA 250 LOGO" in the Custom Instructions box on the product page when placing your order.
You may also upload your approved America 250 logo in the Artwork Upload section along with your company logo. To help avoid delays, please make sure both logos are included in a single artwork file whenever possible.
Our art team will use these instructions to create a co-branded design featuring both your logo and the official America 250 logo. Please note that all logos and branding messages must fit within the available imprint area and may need to be resized or adjusted accordingly.
Don't forget to use promo code 4AMERICA250 at checkout to receive 12% OFF eligible America 250 products.
If you need assistance with your artwork or logo setup, our Customer Service team is always happy to help.
We hope this FAQ page has answered your questions and made ordering custom promotional products a little easier. If you still need assistance, our friendly Customer Service team is always happy to help. Whether you need product recommendations, artwork guidance, production updates, or help finding the perfect item for your event, we're just a phone call or email away. Thank you for choosing 4Pens. We look forward to helping bring your brand to life.