Frequently Asked Questions

  • Q: Do I need to create an account to place an order?
    A: No, you can place an order as a guest without registering an account.
  • Q: What should I do if I forget my account password?
    A: You can find the "Forgot Password" button on the login page to reset your password.
  • Q: What types of files can I upload?
    A: The file types you can upload include: .jpg, .jpeg, .bmp, .png, .heic, .tiff, .tif, .ai, .ppt, .pptx, .doc, .docx, .pdf, .eps, .psd, and .svg.
  • Q: Can I print two imprints on the product?
    A: Yes, you can print two imprints on the product. However, please note that adding an extra imprint will incur an additional printing plate fee.
  • Q: Can multiple lines of text be printed on the product?
    A: You can print multiple lines of text on the product, but please make sure it fits within the printing area. To ensure clarity, please keep the content length manageable.
  • Q: Can I see a preview of my product's imprint?
    A: Once you have designed the product and added it to your cart, you can view a preview of the product's imprint in the cart.
  • Q: Can I request special artwork or fonts?
    A: We accept special artwork and fonts from customers. We will design and print according to your requirements.
  • Q: Can I print two or more colors on the pen?
    A: We support multi-color printing on products; however, the printing method and colors may vary depending on the product and material.
  • Q: Will I receive a confirmation email after placing an order?
    A: Yes, once your order is successfully placed, we will send a confirmation email to your registered email address.
  • Q: Can I modify my order information?
    A: Order information cannot be modified online after placing an order. However, you can contact us with your order modification request, and our customer service team will reach out to assist you.
  • Q: Do you offer rush service?
    A: Our rush service depends on the product. If our product pricing system offers a rush service option, then it is available.
  • Q: What payment methods do you offer?
    A: We offer payment methods including PayPal, Visa, Discover, Amex, MasterCard, and Google Pay.
  • Q: How long does it take to produce the products?
    A: The production time varies depending on the product. Please refer to the product detail page for the specific production time.
  • Q: Does CustomPens.Com ship to APO/FPO addresses?
    A: Yes, we can ship products to APO/FPO addresses.
  • Q: Will you provide a design proof for my confirmation?
    A: We provide a design proof for each order for customer confirmation. If you are not satisfied with the design proof, you can request free modifications.
  • Q: Where can I find my tracking number?
    A: Once your product has shipped, our customer service team will email you the tracking number. Additionally, you can log into your account on custompens.com and find the tracking number in the order section of your account dashboard. We typically use FedEx and UPS as our shipping methods, and the choice of shipping company depends on the product and the shipping address.
  • Q: What are the shipping options?
    A: We typically use FedEx and UPS as our shipping methods, and the choice of shipping company depends on the product and the shipping address. 
  • Q: What if I’m not satisfied with my order?
    A: If you are not satisfied with your order, please contact us at Info@custompens.com.au. Our customer service team will provide you with satisfactory after-sales service.