Returns Policy
At American Pen Our goal is for you to be completely satisfied with every purchase. We take pride in the quality of the products we sell, and offering customer service is our top priority. If for any reason you are dissatisfied with your purchase please contact our customer service department or refer to this page for our return policy.
TO CHANGE YOUR ORDER:
Once an order has been placed on our website:
- In stock Products, if the order hasn't shipped you may cancel it without any charge.
- Custom orders that have not been manufactured, changes to shipping details, product quantity, product colors or imprint colors, or any other changes advised after art approval, may incur additional charges.
- Custom orders that are in production already cannot be changed or canceled.
ORDER CANCELLATIONS:
All cancellations are subject to approval by American Pen. Cost incurred will be billed for all work performed up to the point of cancellation.
RETURN GUIDELINES:
Merchandise may only be returned with approval from American Pen Authorized Rep. Before returning merchandise, please contact a customer service representative for an RA # (return authorization).
- Returned items must be in unused condition and without any printing or customization.
- Shipping charges are non refundable.
- A restocking fee of 25% will be charged.
- Please do not attempt to return your item before receiving an RA# as your account will not get credited without it.
- Ensure that the RA # is clearly marked on all boxes that are being returned.
- Shipments without a American Pen RA number will be refused.
To obtain a RA# please contact our customer service department:
American Pen
Phone: 866-665-8835
Email: cs@amerpen.com
SATISFACTION GUARANTEE:
All products are guaranteed against defects in material and workmanship. Printing is subject to standard consumer applications. Hot stamp imprints are not guaranteed, and all our products are not dishwasher safe. Claims must be made within 15 days of product delivery.
Please Note: All images on the site are for illustration purposes only and may not reflect real color or size of product. We reserve the right to modify or cancel any order without specific explanations due to error on our part.
Shipping
We ship to USA and Canada Only if you want to ship international you will need to take care of the shipping logistics,
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
