Terms and Conditions
Please read carefully all terms and conditions stated in this page. You acknowledge by using this site that you accept these terms and conditions. Also, by placing an order, you indicate that you accept these terms and conditions. Pen City reserves the right to make changes to this site and to these terms and conditions at any time without notice.

Production/Shipping Information:
Our normal production leadtime are 7 to 10 business days.

NOTE: Production time does not include shipping, nor does it include the day on which the order is received by Pen City.

Time-Critical Orders: When time is critical, please check with us for product availability and to arrange for a particular deadline. The "must have" date must be specified when time is critical..

EXPRESS JOB: Our normal Production time on all orders is 7-10 business days. *EXPRESS production is an additional service we offer to expedite the factory production time to 3 working days. EXPRESS service is offered at RM80 for any quantity up to 500 pens , then RM0.10 per pen over 500. IF ordering multiple imprints or style pens the RUSH fee of RM80.00 will apply each set/order (IF YOU ARE ORDERING MORE THAN 500 PIECES THE PRICING WILL BE ADJUSTED/ADDED AFTER THE ORDER IS SUBMITTED TO Pen City) *SHIPPING/DELIVERY TIME IS NOT PART AND/OR INCLUDED IN THE PRODUCTION TIME* . You will have the option to choose different shipping methods, either by land/sea/air. "deadline" date must be specified when time is essential, Pen City will e-mail you if any services or upgrades are needed to meet the requested date.

Phone Orders:
Important Note: "Words and/or letters may sound all the same over the phone lines but with a different meaning"; to avoid any mistakes or errors we will send you a confirmation via e-mail. It is your responsibly to provide a valid e-mail address so that you can receive the order confirmation and verify on its entirely the information (color, imprint Info, item No., Qty, shipping address etc). If any change(s) and/or correction(s) is needed they must be submitted to Pen City within 24 Hrs from the time of the order confirmation **FOR EXPRESS ORDERS - NO EXEPTIONS!! CHANGES MUST BE MADE THE SAME DAY THE ORDER IS PLACED** - you may also call to verify the changes were applied. Pen City will not be held responsible for any typographical error(s) if a confirmation was sent and no changes or corrections were made in a timely matter by the client.

BY PLACING YOUR ORDER OVER THE PHONE, YOU KNOWLEDGE YOU ARE ACCEPTING ALL OF PENSXPRESS TERMS & CONDITIONS.

Printing Methods:
Pen City uses Silk-Screening or pad printing on the both plastic and metail pens.
Printing up to three lines of one-color, silk-screened imprint on the barrel/clip.
We can also print any PMS or pantone colors upon request for orders, however customer must take note that printing accuracy of color are base on base color of the pen.

If specfic color tone is needed you must specify. Otherwise we will use the best color based on our professional judgement.

Pricing
Pen City will honor the "Discount" price on any item(s) as long as the imprint information, logo (when applicable) and imprint color is the same through the same item. If any change(s) is needed within the same item for example: different imprint information or different imprint color a set up charge of RM50.00 will apply per change. Logo Charge: If you are ordering multiple Items that require to have your Custom Artwork printed, the logo set-up charge will apply on every item.

ALL PLASTIC PENS: If you are reordering the same style pen with the exact imprint as your previous order the "logo fee" will NOT apply.

Return Policy:
We do not accept return on an item because you don't like the colors, imprint layout or style you selected or if the imprint was not correct due to a typographical error on your part. We will however make a speedy replacement if we caused any typo or did not produce what you specified. But since all of our items are imprinted, you must be totally sure that what you type in to us is what you want. Products that are defective or broken on our part will only be authorized for even exchanges of original orders - No exceptions! Pen City will send you a confirmation via e-mail. It is your responsibly to provide a valid e-mail address so that you can receive the order confirmation and verify on its entirely the information (color, imprint Information, item No., Qty, shipping address etc). If any change(s) and/or correction(s) is needed they must be submitted to Pen City within 24 Hrs from the time of the order confirmation **FOR RUSH ORDERS - NO EXEPTIONS!! CHANGES MUST BE MADE THE SAME DAY THE ORDER IS PLACED** Pen City will not be held responsible for any typographical error(s) if a confirmation was sent and no changes, corrections and or additions were made in a timely matter by the client. Absolutely no merchandise will be accepted without a Return Authorization Number from Pen City. Authorized returns must be made within 15 days from the time the order was received. Merchandise must be returned in original packaging. CUSTOMER IS ALWAYS RESPONSIBLE FOR SHIPPING THE PRODUCT BACK AND ALL COST INVOLVED. Please ship using a carrier that provides you with a proof of delivery. Pen City will not be responsible for items lost by the carrier. SHIPPING COST IS NOT REFUNDABLE UNDER ANY CIRCUMSTANCES. *Absolutely no refunds on customized, special and personalized items*. Shipping and restocking fees are due for returned orders.

RETURN POLICY FOR NON-PERSONALIZED NON-CUSTOMIZED ORDERS ONLY: Orders can be returned within 2 days of delivery if the item has not been used or damaged. Purchase price will be refunded minus a 20% restocking fee. Item must be returned undamaged so please re-package carefully and insure for entire purchase price. Rush charges are not refundable. Customer is responsible for all shipping costs. Refund will be issued upon receipt of undamaged item(s). *Absolutely no refunds on customized, special and personalized items*.

Artwork:
If you want custom logos or art, send them to us formatted as "camera ready" black and white along with the purchase order. To be sure art is "camera ready", make sure it is sharp in detail, and that it is not folded, wrinkled, or stapled through. Please do not send photocopies or colored ink (other than black), as they are not suitable for reproduction. Also, please do not send half-tone artwork. For further details about artwork, see our artwork guide.
Art by E-mail: Make sure the subject line on your e-mail has just your customer name and purchase order number. Send the e-mail to production@pencity.com.my. In the e-mail, include the name and telephone number of the contact person. We will scale all artwork to available imprint area unless customer requests specific sizes. For further details about sending art by e-mail, please see our artwork guide.
If you send a purchase order by fax, you must include a copy of the art that you sent by e-mail.
Files supported: For the PC, we can process only Adobe Illustrator (.AI or .EPS), or Freehand (.FH) formatted files. For Mac, be sure to compress the files with Stuff It before you send them to us. Pen City will not accept responsibility for delays caused when orders cannot be matched with art sent by e-mail because of incomplete or incorrect information. For further details, see our artwork guide.

Rights and Permission to Reproduce Art:
By placing an order, the client and gift dealer warrant that they have the right to reproduce any submitted design or logo and that, in the event of a claim to the contrary, they will take full responsibility and will hold Pen City and its affiliated companies harmless from prosecution.

CANCELLATIONS:
* Personalized orders cannot be cancelled once purchase order is received or ORDER CONFIRMATION is signed. If customer insisted on cancelling, a full invoice amount will be billed.

Production Proof/Spec Sample:
If you want a production proof, you must request it at the time you place your order. Pen City will not take responsibility for late orders if we do not receive timely approval from the customer after the customer receives the production proof.

Repeat Orders:
To make sure we duplicate previous orders, the customer must specify ALL pertinent information concerning the product on the new order. You must include our invoice/order number, your previous purchase order number, and the date of the order.

Receipt:
If you need a receipt, print or capture the online page that has the confirmation of your order.

Shipping:
We ship all orders F.O.B., unless you provide us with an account number. Pen City reserves the right to choose the carrier based on which one is best or most economical. If you fail to provide us with a complete and accurate shipping address, that may delay your shipment and we will charge $5.00 per package for the address correction. When you request a receive date, allow for transit time between the factory and the destination. Pen City will not take responsibility for delayed shipments when we complete and send the orders with the carrier on schedule. Pen City will be not liable for shipment delay due to natural disaster during shipping.

International Shipping:
Pen City ship internationally. The destination country and the weight of the order affect the shipping rates. Each order will have its own shipping charges based on the rates at the time of shipping. The customer is responsible for paying for all shipping costs, including any customs, duties, import taxes, or other fees imposed by the countries involved.

Methods of Payment:
You may pay cash(for first order) or cheques(for subsequent order) or you may also mail your order with check payable to Pen City Trading.

Sales Tax:
We must collect 7% GST for Singapore Order.

Placement of Logo and Imprint and Online Photography:
We reserve the right to place your logo along with any additional text line(s) the best way we feel it fits the available imprint area - IMPORTANT NOTE: " Your logo and/or any additional text line(s) will NOT look exactly OR be placed on the same area as the pens we show on our web-site. Many of these sample pens have logos that have only a few letters/characters or just 1 word/graphics images; every imprint and logo is unique and will be handled differently on every order. The pictures of pens and other items you see on our web-site may not be a 100% a match to the color you actually receive. The photographs are the true exhibit of our products, however the colors may appear different due to some factors as "lighting, monitors resolution and computerized digital image processing etc". We will not be held responsible if the color does not match 100% to what was shown on line.

AVAILABLE PEN COLOR - INFORMATION
• The color of the letters used to name the color of the pen does NOT represent the true color of the pen. If you have any question on the color of the pen please contact us.
• "Available Colors" is a term used to describe the colors that can be purchased and DOES NOT guarantee that you will receive all of the colors if you are ordering "assorted colors". You will only receive what is currently "in-stock" and/or what looks the best with your imprint color.

Products and Logos:
We show products and logos on this Web site only to illustrate our products and our ability to imprint them with messages and art. By using these illustrations, we do not suggest that the imprints were designed by this company, nor do we suggest the products with those imprints are available to anyone without permission of the owners of the trademark or copyrighted art or copy. All trademarks and copyrights belong to their respective companies.

Typographic Errors:
Pen City does not take responsibility for typographic or pictorial errors. We reserve the right to correct any misprinted pieces or to substitute listed products and manufacturers. We may change specifications and descriptions without notice.