• Faq | PenFactory

Promotional Products FAQ for PF

  • My Order

  • Will I receive an email confirmation to review and approve my order prior to it being produced?

    If you requested an email confirmation at the time of order entry you will receive one once the order is ready for your review and approval. Otherwise, it will go straight to production once we have all of the information and payment.

  • I want to change my order. How do I do this?

    If you are a customer that has received an email verification, simply click on the “Change” button to submit the changes. You can also contact our Customer Service Department at 1-800-851-2533 or service@penfactory.com and we will gladly make the changes. Please note that if your order is already in production, changes will likely delay delivery of your order.

  • Can I order any quantity of products?

    You may order any quantity above the minimum quantity requirement for most of our products. A set-up charge may apply. Charges start at $19.95 and will depend on the product selected.

  • What is the total cost of my order?

    The total cost of your order will include the product cost, set up charge and shipping & handling. Depending on your location taxes may also apply. If you have placed an order through our website, a confirmation will be sent to your email address which will include the order total. For any questions you may have, please call our Customer Service team on 1-800-851-2533 or email us at service@penfactory.com.

  • I received correspondence from PenFactory advising that my order is on hold. I want to respond.

    Here at PenFactory we do not release orders into production until all the information we need to complete the orders has been received. This is because we want our customer's orders to be perfect! Your order may be on hold for any of the below reasons: 1. The letter, email, fax or call you may have received from PenFactory may be reminding you to send in artwork so we can produce your company logo on your order. 2. We may be asking you for your physical address. 3. We may be asking you for your Purchase Order Number. 4. We need your list of names so we can personalize your Diaries. You may find out why your order is on hold by contacting our Customer Service team at 1-800-851-2533 or service@penfactory.com. You may even be able to immediately provide us with the information we need so that we can begin producing your order.

  • I have a problem with my order. Who do I call to have this problem fixed?

    Please contact our Customer Service team at 1-800-851-2533 or service@penfactory.com.

  • Will I be able to return my products if there is something wrong with the product or the personalization isn't what I expected?

    If for any reason you aren't satisfied with your order, you can return it for a full refund or replacement.

  • I placed my order online. How will I know when my order has been accepted and approved for processing?

    After your online order is placed, you will receive a few e-mails from PenFactory. The first e-mail is sent from our website to confirm your order was received and will include the details from your online order. A second e-mail - our "order confirmation" e-mail - will be sent confirming your order was reviewed and has been accepted for processing (usually within 1 business day of placing your order if you requested a proof to be sent to you). If your order included artwork, the e-mail will also provide a link with instructions on how to review and approve your artwork. Due to high levels of online fraud, we reserve the right to decline your online order for any reason at any time. In some cases, additional information or verification is needed before your order can be accepted. If additional verification is required, we will attempt to reach you via email or phone using the information provided with your order. If we are unsuccessful in our attempts to contact you, we may choose to refuse or cancel your order.

  • Products & Samples

  • Are refills for pens and inserts for Pocket Pals available for purchase?

    We only offer pen and notepad refills for a select group of products. PenFactory does not carry calendar refills. We advise you to visit your local office supply store to inquire about generic refills or inserts. Or simply call us to re-order new pens or Pocket Pal diaries.

  • How do I request a Free sample?

    We offer free samples of many of our best-selling products. To request your sample, you can contact our Customer Service team at 1-800-851-2533 or service@penfactory.com. Please note that due to high levels of online fraud, PenFactory reserves the right to refuse requests for free samples at our discretion. Only qualifying businesses and organizations requesting free samples will be considered. Samples include standard imprints to show the quality of our imprinting process. Requests for specific sample colors will be honored when possible. Otherwise, we will send you the color that is available. Limit of 1 free sample request per business until an order is placed.

  • What if the free sample I need is not offered on the web?

    Some samples can be purchased without imprint using a credit card. Please contact Customer Service at 1-800-851-2533 or service@penfactory.com for your request.

  • My Account

  • Can I change my password?

    Yes. To change your password, log into your account and click on "My Account" in the page header. Next click on the "My Profile" icon. This section will show you your account, name and password information. Click on the [Edit] link to the right and edit your password as needed. Please remember that passwords are case sensitive so they must be entered exactly. When setting your password, we recommend you don't use common words or names that could easily be guessed by someone else.

  • What if I forget my password?

    If you forget your password, click on the "Forgot your Password" link. You will need to enter your email address. We will then send you an email with a link and instructions to reset your password. If you wish to change your password, you can do so by logging into your account and following the steps mentioned above under “Can I change my password?”

  • California Proposition 65

  • What is Proposition 65?

    California Proposition 65 was enacted by California voters in November 1986 as the Safe Drinking Water and Toxic Enforcement Act of 1986. The law requires companies doing business in California to provide “Clear and Reasonable warnings” on any of their products that contains one or more of the 900+ chemicals that California Office of Environmental Health Hazard Assessment (OEHHA) says causes cancer, reproductive harm (birth defects) or both.!

  • What is a clear and reasonable warning under Prop 65?

    For products manufactured after August 30, 2018, Prop 65 warnings must include a yellow triangle with an exclamation mark and the word “Warning” along with a warning message.

  • Are warning labels the only way to comply with Prop 65?

    Products comply with Prop 65 if they do not contain any chemicals on the OEHHA list or if the exposure from a listed chemical would not be enough to cause cancer or reproductive harm. Therefore, those products do not require any labeling.

  • What is the requirement for internet warnings?

    For products manufactured after August 30 2018, companies are required to provide the identical warnings on websites, emails and catalogs as would be found on the product. For transactional websites, the warning must be displayed prior to “check out”/point of purchase. For non-transactional websites, the warnings must appear on the product detail page.

  • Do internet warnings have to be shown to all customers or only California customers?

    Internet warnings only need to be shown to customers with California ship to addresses or for customers who plan to trans-ship (i.e., re-ship or distribute) into California.

  • Can a customer remove Prop 65 warnings before giving away labeled products?

    No. Prop 65 warnings must go on the product or its specific packaging so that the ultimate recipient sees the warning before opening or using the product. Each supply chain participate is responsible for ensuring the safety of the products it sells, distributes, or gives away into California.

  • Does Proposition 65 apply to products shipped outside of California?

    Generally, not, but it depends. The law applies to products that are trans-shipped (i.e., re-shipped or distributed) into California regardless of where they were originally shipped. For example; if 5,000 calendars ship to a customer’s distribution center in Colorado, and the customer ships 200 of these calendars to each of their 25 branch offices, if any of those branch offices are in California, it’s the same as if they shipped the calendars directly to California and would require a warning label on the product.

  • What does this mean for you?

    PenFactory has diligently reviewed our entire range of products to ensure that we are compliant in accordance with California Prop 65 regulations. Any products that require warnings will be appropriately labeled and clearly identifiable under the required law. If you are concerned that an item you are considering is Prop 65 compliant, please call us at 1-800-851-2533. A promotions expert can tell you more about the product and its requirements.

Add PenFactory to Your Address Book

Don't miss out on great deals on your favorite promotional products! To make sure you receive our emails, just add newsletter@e.penfactory.com to your address book by following these simple steps: by following these simple steps:



  1. Open the email.
  2. Click on the sender's name and email address.
  3. Click "Add to Address Book" in the window that appears.
  4. Enter any additional information.
  5. Click Save.

AOL (version 9.0 or higher)

  1. Copy the "from" address from the latest email (or you can copy the addresses listed above).
  2. In the pop-up box, select Add.
  3. Paste the copied address/type the address required in the Other email field.
  4. Make the newly added address the "Primary email address" by checking the checkbox.
  5. Select Save.

AOL 8.0

  1. Select Mail in the Menu on the top of the screen.
  2. Select Mail Controls.
  3. The Mail Control Screen would be displayed. Select Next.
  4. Select Customize Mail Controls for this Screen Name and click Next.
  5. You can select "Allow email from all AOL members, email addresses and domains" (allows all emails).
  6. Select Next until the Save button shows up at the bottom.
  7. Select Save.

AOL 7.0

  1. Select Mail in the Menu on the top of the screen.
  2. Select Mail Controls.
  3. The Mail Control Screen would be displayed. Select Next.
  4. Select Customize Mail Controls for this Screen Name and click Next.
  5. In the exclusion and inclusion parameters, include the domain xxxxx.com (replace the xxxxx with the domain name).

BellSouth / AT&T Web Email

  1. Open your mailbox.
  2. Select Mail Controls.
  3. Select Options on the top right hand side >Mail Options > Filters > Add Filter.
  4. Select Filters.
  5. Click "Add Filter".
  6. In the top row, labeled From Header, select contains from the pull down menu. Enter the address in the text box next to the pull down menu. Example: You can either give a specific email address or use @xxxxx.com or *xxxxx.com to whitelist the domain (replace the xxxxx with the domain name).
  7. Move down to the bottom where there is the option Move the message to. Select Inbox from the drop-down menu.
  8. Select the Add Filter button once again.

Comcast SmartZone

  1. Click Address Book.
  2. Click "New" and choose "New Contact".
  3. Add the email address and any additional information.
  4. Click Save.

Cox.net Email

  1. Go to WebMail Inbox window.
  2. Click "Preferences".
  3. Under General Email Preferences, click Blocked Senders.
  4. Type in the sender or domain you wish to allow in the Exceptions List.
  5. Click Add.
  6. Click Save.


  1. Open the Address Book.
  2. Click Add.
  3. Enter your contact's domain.
  4. Click Save.


  1. Open the email.
  2. Right-click the sender's email address.
  3. Select "Add to Address Book" in the short-cut menu.
  4. Verify the sender's contact details.
  5. Click Save.

Gmail To ensure that you receive emails in your inbox, you can add the email address to your contact list. If one of our mails has been moved to the spam folder, you can mark it "Not Spam" to whitelist it.

  1. Select contacts from the options on the left side of the Gmail Inbox.
  2. Select Create Contact on the top menu.
  3. Enter the email address in the primary email box.
  4. Select Save.


  1. Open the email.
  2. Ctrl-click the sender's email address and select "Open in Address Book."
  3. Verify the sender's contact details.
  4. Click Save.

McAfee SpamKiller

  1. Click Friends.
  2. Click Add.
  3. Enter your contact's domain.
  4. Click OK.


  1. Select Settings: Email | Junk e-mail (bottom left, just above Calendar).
  2. From the E-mail settings screen, select Junk E-mail Guard.
  3. Select Safe List.
  4. Enter the email address. Example: You can either enter a specific email address or use *xxxxx.com or @xxxxx.com to whitelist the domain (replace the xxxxx with the domain name).
  5. Select Add.

Mozilla Thunderbird

  1. Check if your contact's email is in your Junk folder, right-click on the email and choose "Mark As Not Junk".
  2. Click Address Book.
  3. Make sure that the Personal Address Book is highlighted.
  4. Click New Card, the New Card window will display.
  5. Under the Contact tab, copy your contact's "From" address and paste it into the Email dialog box.
  6. Click OK.

Norton AntiSpam AntiSpam works along with Outlook, Outlook Express, Netscape and Yahoo, MSN/Hotmail to block spam mails before it reaches your inbox. To make sure emails reach you, you can add us to your Personal Friends list or Global Friends list. Here is how you can do that:

  1. Start Norton AntiSpam, select Status Settings tab.
  2. Select AntiSpam.
  3. Select Configure button - right hand side bottom of the screen.
  4. Select Allowed List tab - second tab on the list of tabs.
  5. Select Add.
  6. Enter email address in the Email address box.
  7. Select OK.

Outlook For 2003, 2007 and Express Without an example email address in your inbox:

  1. Select Actions from the toolbar at the top of the screen.
  2. Select Junk E-mail.
  3. Select Junk E-mail Options.
  4. Click the Safe Sender tab.
  5. Click Add.
  6. Type in the email address you wish to add to your safe sender list.
  7. Click OK.

With an example email in your inbox:

  1. Open the email.
  2. In the Toolbar options at the top, click the Safe Lists drop-down. Note: This is located in the "Junk Email" section.
  3. Select "Add sender to Address book".
  4. Click OK.

To white list an entire domain

  1. Open the email.
  2. In the Toolbar options at the top, click the Safe Lists drop-down. Note: This is located in the "Junk Email" section.
  3. Select "Add Sender's Domain (@example.com) to Safe Senders List.
  4. Click OK.

For 2010

  1. In Outlook, go to the Home tab.
  2. Click the Junk button.
  3. Choose "Junk E-Mail Options" from the drop-down list.
  4. Go to the Safe Senders tab.
  5. Type in either the email address or the domain name you wish to add.
  6. Click OK.


  1. In Outlook, go to the Tools menu.
  2. Select "Address Book".
  3. Click New and select New Contact from the drop-down menu.
  4. Type in email address and include any details you want.
  5. Click OK.

Outlook.com (Formerly Hotmail)

  1. Open your Outlook mailbox.
  2. Select Options from the top right (next to the question mark).
  3. Select More options > Safe and blocked senders (under Preventing junk email) > Safe senders.
  4. In the space provided, enter the address.Example: You can either enter a specific email address or use *xxxxx.com or @xxxxx.com to whitelist the domain (replace the xxxxx with the domain name).
  5. Select Add to list.
  6. Ensure the safe mailing lists box has the address you entered, and select OK.