General Ordering Information

Artwork Requirements & Logos

We require that art be created in Adobe Illustrator® (.ai or Illustrator eps) with all text converted to outlines.

Business cards, letterheads, faxes and laser prints are NOT acceptable. PSD, PDF, DOC, PUB, TIF, BMP,PNG, JPG and GIF file formats are NOT acceptable. Please do not send files created in PhotoShop, Microsoft Word, Publisher or PowerPoint.

Adobe Illustrator vector files are the only formats we accept.

In most cases we can convert your logo into Adobe Illustrator format for an additional charge of $25.00. You will be notified of any additional charges before work begins.

Colors

Due to variances among color monitors the colors that appear on your screen 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.

If imprint color is critical, we can imprint using PMS color specifications. There is an additional charge for a PMS color match which varies by item. Please click on the contact us link at the bottom of this page to inquire about charges for PMS color matching.

Disclaimer & Limited Liability

Products and logos shown on this web site appear only to illustrate the basic products and ability to include messages and art on them, but are never intended to suggest that the imprints were designed by CheapPens.com.

CheapPens.com accepts all copy and other materials (including logos) submitted by the customer for use by its suppliers in producing items which the customer has ordered on the basis that they are submitted in full compliance with all intellectual property laws. Customer agrees that their submitted materials do no infringe on any patent, trademark, trade secret, copyright or other propriety rights of any third party. CheapPens.com will not accept liability for any infringements.

CheapPens.com LLC shall not be liable in contract or in tort including, without limitation, negligence, strict liability or otherwise for loss of sales, revenues or profits; cost of capital or funds; business interruption or cost of downtime, loss of use, damage to or loss of use of other property (real or personal); frustration of economic or business expectations; claims by third parties, or economic losses of any kind; or for any special; incidental, indirect, consequential, punitive or exemplary damages arising in any way out of the performance of purchased product(s), or the purchased product(s) failure to perform. CheapPens.com LLC's liability shall be limited to the purchase price of the product that is the source of the claim, and in no event more than the aggregate purchase price of the product(s) purchased by the purchasing party.

General

Normal order processing for imprinted products is between 5 and 7 working-days. Production time is noted on every product description page. If artwork approval is received before 10AM Eastern Time, production time begins the next working-day after we receive your artwork approval. If artwork approval is received after 10AM Eastern Time, production time begins two working-days after we receive your artwork approval. . Artwork approvals received on weekends will count as being received the following Monday, and production time begins on Tuesday. We will notify you if shipping will be delayed for any reason.

We maintain the right to refuse or cancel any order at our discretion.

We reserve the right to refuse or cancel an order for a product listed at an incorrect price resulting from a typographical error.

Overruns & Underruns

Since it is not always possible to imprint the exact quantity ordered, it is agreed that an overrun or underrun of not more than 10%, to be billed pro-rata, is acceptable as fulfillment of any order. We usually do not charge for overruns.

Samples

Effective January 1, 2013 we are no longer sending samples of any of our products.

Imprinted products order procedure

We will post a web page with your custom imprint layout on our web site within 24 hours of receiving your order. You will receive instructions on how to view and approve your imprint layout via e-mail. If order is placed on a Friday, Saturday or Sunday, you will be notified the following Monday. Your credit card will not be charged until we receive your approval of the artwork.

We will send 4 notices with instructions on how to view and approve your artwork. The notices will be sent over the course of several days. If we do not receive your approval within 48 hours of the fourth and final notice, your order will be cancelled and you will not be charged for the order.

How do I change quantities or cancel an item in my order?

Click the "My Account" (person icon) link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order.

Please note that once an order has begun processing or has shipped, the order is no longer editable. Cancellations cannot be accepted once imprinted products have gone into production.

A 20% restocking charge will apply to all returns of unimprinted items. Returns will not be accepted without written authorization. Complaints must be filed within 30 days of shipment. Return shipping charges must be prepaid.

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?

Click the "My Account" (person icon) link at the top right hand side of our site to track your order.

My order never arrived.

Click the "My Account" (person icon) link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered" please contact customer service for assistance.

An item is missing from my shipment.

Click the "My Account" (person icon) link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered," please contact customer service for assistance.

When will my backorder arrive?

Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.

My Account

How do I create an account?

  1. Click the "My Account" (person icon) link at the top right side of our site.
  2. Enter your email address.
  3. Select "I am a new customer".

Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

How do I edit my account information?

Click the "My Account" (person icon) link at the top right hand side of our site to edit your account information.

How much is my shipping?

Shipping via UPS Ground or FedEx Ground is free (up to the maximum quantities which can be ordered through our web site) unless otherwise noted. We do not ship outside of the 48 contiguous US States.

I forgot my password.

Click the "My Account" (person icon) link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.

I received the wrong product.

If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.

What is your return policy?

Imprinted products may not be returned unless defective or if the imprint quality is poor. Please contact us if the items you receive are defective or if the printing quality is unacceptable. Returns 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.

A 20% restocking charge will apply to all returns of unimprinted items. Returns will not be accepted without written authorization. Complaints must be filed within 30 days of shipment. Return shipping charges must be prepaid.

When will my order ship?

Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the "My Account" (person icon) link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.

Pricing and Billing

Do I have to pay sales tax?
Sales Tax will only apply to orders shipping to North Carolina.

I have a question on my charges.

Click the "My Account" (person icon) link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.

I need a copy of my receipt/invoice.

Click the "My Account" (person icon) link at the top right hand side of our site to print invoices.

When will my credit appear on my account?

Credits usually take 7-10 business days from the time we receive your item(s).

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. Your credit card will be charged within 24 hours prior to shipment of unimprinted item(s).