FAQs

What is pens.com.au?

Pens.com.au is an online store for the best promotional printed pens and other promotional products.

Where is pens.com.au based?

We are based in Sydney, Australia.

Why you should buy from pens.com.au?

Every BIC© Pen sold by pens.com.au is printed at the BIC© factory in Australia or New Zealand or USA. Ordering your pens from a different company and paying more will not get a different quality of pen or better quality imprint. And ordering from pens.com.au not only gets you lowest order price, but also the great service that pens.com.au customers have come to expect.

How long does it take for us to deliver products/orders?

We deliver most products within 7 - 14 working days as well as offering some products on 24 hours delivery basis. We do not deliver goods on national holidays and Sundays.

Pens.com.au shall not be held responsible for delays or non-delivery caused by natural disasters, national strikes, etc… During such times, delivery shall be rescheduled.

How can I track my order?

Kindly click on “Track My Order” found at the bottom of the homepage and provide necessary details to get information of your order.

How do I check the Status of my order?

Click on “Track my order” and enter the required details to check the status.

Can I cancel my Order?

As the pens are overprinted and decorated with your requested details you cannot cancel the order unless it is faulty item, wrong artwork, or any other product specific reason.

How do I return an item?

If the product is faulty please contact our sales team with 3 days of receiving the delivery to discuss return and refund or replacement.

Does pens.com.au refund?

Pens.com.au, at its discretion, will either refund or replace the product.

Are there charges to refund?

No extra charges or administration fees are deducted for refunds.

What are the methods we accept payments?

We accept all payments via PayPal this includes Credit cards which are accepted on the PayPal system.

What do I do if my payment had failed?

Please contact either PayPal or our Customer Service Team

What if the order is not delivered?

Please contact our Sales Team for assistance

Does pens.com.au have a return policy?

Pens.com.au Guarantee all merchandise sold by our company and is unconditionally guaranteed to be free from defects of material and workmanship. Any merchandise found to be defective will be replaced by pens.com.au. Pens.com.au makes no other warranties, expressed or implied.

Notification of faulty or damaged products must be received by our Customer Service Department within 48 hours of your parcel being signed for. Under these circumstances, pens.com.au will provide instructions on how to return goods in an appropriate manner

Can I purchase something if I lived outside Australia?

Pens.com.au only ships to Australian addresses currently, however we are looking to expand our product to other countries in the very near future. Currently orders can only be delivered within Australia. You can order from outside of Australia as long as your order is being delivered within Australia

How do I reset my password, if I forgot it?

New temporary password will be sent to your nominated email address.

Which payment methods do you accept?

We accept PayPal and Visa, MasterCard and American Express credit cards.

Is my purchase covered by a warranty/guarantee?

Absolutely, every product we offer is covered by its full manufacturer's warranty. All paperwork and details of warranty periods are included with every order. In the event that you need to make a warranty claim, we at Pens.com.au will handle it for you.

How do I browse the range and place an order?

To browse our range, please select one of the menus listed on the top the page (e.g. Writing Instruments). You can then narrow this further by choosing a particular section from that menu. Alternatively, you may search by keyword by clicking on the search tab at the top of the screen.

Once you have found the products you would like, choose the quantity, the color and the text and logo that you want imprinted on the product. Upload the file with the logo from your computer to our servers with the add logo menu button. From here, you may continue shopping or proceed to the checkout.

What if I cannot find what I am looking for?

If at any time you are unable to find exactly what you are looking for, please contact our sales team and we will do our very best to locate any item for you.

What happens if my order is broken or lost during shipping?

All deliveries are fully insured against any breakage or loss that occurs during shipping. In this event, please contact our sales team at your soonest possible convenience so that we may organize your choice of a replacement product, a store credit or a full refund.

Do you have a store that I can visit?

Pens.com.au does not yet have a physical shop front. Not having a store means that we can keeps our costs as low as possible, and we can then pass this directly on to our customers in the form of the very lowest prices.

How do I subscribe or unsubscribe from email updates?

Simply enter your email address and click subscribe or unsubscribe on our newsletter page

Will I get an order confirmation?

For every order you submit online, you will receive an email order confirmation. Please be sure to enter your email address correctly to ensure that you receive your order confirmation. We recommend that you keep a printout of this confirmation for your records. You will also receive a second email once your order has been dispatched.

What happens if I am not home to receive my delivery?

If you are not home to receive your delivery, a card will be placed in your mail box advising you to collect your parcel from your local post office.

How are your products delivered?

Your parcel will be delivered by Australia Post’s parcel service during normal business hours. Upon delivery the goods must be signed for, if there is no one at the location at the time of delivery the parcel will be taken to your local post office for you to collect and a card will be left advising you of this.

How safe is it to shop online?

Shopping online with pens.com.au is as safe as shopping in an actual store. This site uses Secure Sockets Layer (SSL) technology, the latest industry standard encryption, to protect the loss, misuse or alteration of your information under our control. Pens.com.au has partnered with PayPal to process all transactions.

How do I get TRADE and WHOLESALE information?

Please email us your request at sales@pens.com.au.

How do I remove gel ink from clothing?

Pen ink might be difficult to remove completely. We recommend the following:

Dissolve some hand soap in water and slowly tap the stained clothing with it.

Rinse under running water and repeat if necessary.

I want to ask a question that is not on FAQ’s page, what do I do?

Please email us your request to sales@pens.com.au.