Home >> Terms and Conditions

Our Guarantee To You: All products are unconditionally guaranteed against manufacturer’s mechanical defects. Ballpoint pen refills have a minimum shelf life of approximately 2 years. Battery powered products will be shipped with fresh batteries, however, we cannot guarantee the longevity of the battery since it is totally dependent upon usage.

About Production Time and Shipping Times: All products have both a "production time" and a "shipping time". Adding these two values together will provide an approximate date that you can expect to receive your order.

• Production Time is the amount of time it will take to manufacture your order before it is shipped.

• Shipping Time is the amount of time it will take your order to be received after it is shipped.

Each product will have a "standard production time" that is noted in the product details. A product may also have a "rush production service" option that will reduce production time to 3 working days. See your individual product choices for more information. We offer a variety of shipping service levels to afford our customers the most flexibility in determining when you will receive your order.

**SPECIAL HOLIDAY'S NOTE** -  When the Holiday's are upon us, and with the extended Holiday period this year, wants to be sure that you will be satisfied with your order. While PENSRUS will remain open during the Holidays, many of our factories are operating under reduced schedules. IF YOUR ORDER IS CRITICALLY TIME SENSITIVE, PLEASE CONTACT US IMMEDIATELY SO THAT WE MAY CONFIRM THAT THE PRODUCT YOU WISH TO ORDER WILL NOT BE DELAYED BY FACTORY SCHEDULES.

Order Cancellation Policy: Any order cancelled within 24 business hours of placement will incur no order cancellation charge, with the exception of any "24 Hour Service" or "24 Hour Rush Service" products. Because of production time requirements, those items may be cancelled only if the product has not yet been printed. Please contact us immediately for these situations so that we may attempt to cancel the order.

Any non-rush order cancelled after 24 business hours will incur a $25.00 order cancellation fee, which will be automatically deducted from your refund.

reserves the right to cancel/not accept any order for any reason as determined by management with no cancellation fee assessed.

Return Policy: A happy customer is a repeat customer, and we want you to remain a customer. We will offer a total refund on any item that you do not feel is imprinted correctly to your request. However, we do have to make the following stipulations: 

• We cannot accept a return on an item because you don't like the style or color you chose or if the imprint was not correct due to a typographical error on your part, the part of the person ordering on your behalf or your agent - whether placed online or through our FAX order form. We make all products that we offer available as single unit sample purchases and have a sample request and custom quote facility. 

• We will make a speedy replacement if we caused any typo or did not produce what you specified. 

• Since all of our products (except CShells) are custom imprinted, you must be totally sure that what you type in to us is what you want and is accurate. Please double and triple check spellings, color selections, addresses, phone numbers, etc. 

• Our customer Service Department must approve all returns (for repair, replacement or credit). Merchandise returned without authorization will not be accepted and returned to sender. Credit will only be considered for merchandise that has our approval.

• will issue a refund for any  authorized returns within 30 days of the receipt of the returned merchandise. We cannot begin processing an authorized return until we receive the merchandise.

• Merchandise must be returned in original packaging. 

Customer is responsible for return shipping of the product. Please ship using a carrier that provide tracking numbers and proof of delivery. We recommend UPS or FEDEX. cannot be responsible for items lost by the carrier.

Email Communications from PENSRUS.com: After placing your order with us, you wll receive an order confirmation Email from orders@pensrus.com. Please be sure to add this Email address to your "white list" to guarantee receipt of your invoice and to allow us to update you on your order status. You may, occasionally, receive Emails from PENSRUS.com to:
1. Ask you to review the performance of PENSRUS and our products.
2. Make you aware of special opportunities we have created with our best suppliers to offer you even better prices on our most popular products. **
3. To remind you of when might be a good time to reorder your products. **

**If at any time you wish to discontinue receiving such Emails from PENSRUS, simply follow the directions included with the Email you received to unsubscribe from future Emailings.

Printing Methods: 

Silk-Screening: Generally, prices include one color silk-screened imprint on barrel up to 5 lines of straight line copy, or as noted on specific product's ordering page.. 

Laser Engraving: Available on metal pens only. Prices include engraved straight line copy on barrel or cap with character count and line count dependent upon the product. Must specify location as noted.

Second location engraving - as noted, per product. 

For custom logos - Fees vary per product, see applicable product notes. 

Personalization  - certain charges apply per product as noted on product ordering screen.
 
will not be responsible for artwork errors when disk is supplied.

Stock engraving styles are noted on a per product basis - each applicable product will have an available font style selection box.

Artwork: Custom logos or art should be supplied as press-ready digital files. Please refer to your product selection page for additional product-specific information. 

Receipt: We suggest that you print or capture your confirmation page as a receipt as well as your order confirmation Email.

Refills: Black except where optionally available in other colors - as noted on a per-product basis. All refills carry a 2 year shelf life guarantee. 

Shipping: All orders shipped F.O.B. Please choose a shipping method that will guarantee timely receipt of your products.

Products and Logos: Products and Logos shown in this website appear only to illustrate the basic products and ability to include messages and art on them and are not intended to suggest that the imprints were designed by our company. 

Rights and Permissions: Reproducing Artwork -  The customer warrants that by placement of an order with us, 

• they have the right to reproduction of a design or logo and;

• that in the event of a claim to the contrary, they will hold and/or it's affiliated companies harmless from prosecution.