Frequently Asked Questions: FAQs

  • 1. Do I have to send payment together with the order?
    No, we will process your order and deliver it together with the invoice. (Check pre-payments).
  • 2. What types of payment do you accept?
    You can pay by cheque, bank transfer or credit card (Visa or MasterCard)
  • 3. Do the prices include VAT?
    Our prices are exclusive of VAT.
  • 4. Do you request Credit Card payment to place an order on the Internet?
    No, you simply place your order and it will be dispatched to you together with the invoice. (Check pre-payments).
  • 5. Do you request a pre-payment when placing an order?
    Only on some cases where the total amount of the invoice exceeds the credit limit agreed by our Credit Control Department.
  • 6. What is National Pen's refund policy?
    One Full Year Guarantee. You can shop with 100% confidence. If your order isn't produced exactly to your specifications, you may return the unused portion and we'll replace it or give you a refund. Simply contact Customer Service to arrange to return the unused portion, anytime within one year, for a prompt and courteous refund. Our tried and true guarantee is that you never risk a penny with National Pen.
  • Back to Top.
  • 1. What is the turnaround time for delivery?
    Our normal delivery time is 14 working days. This turnaround time is slightly longer for certain products marked in our website with the Code as “VEN”, on average 28 working days after fully approved artwork.
  • 2. Do you deliver to P.O. Boxes?
    No, we cannot deliver your parcel to a P.O. Box address as we use a courier company which requires a signature at the time of delivery.
  • 3. Please note that deliveries may be delayed to some parts of Australia as a result of the COVID-19 outbreak.
  • Back to Top.
  • 1. Can I order an assortment of designs?
    Yes, of course, but there is an extra shipping and handling charge as all our orders are produced individually in one design at a time.
  • 2. Can I have half my order with blue and half with black ink?
    Yes, of course, but there is an extra shipping and handling charge as all our orders are produced individually in one ink at a time.
  • 3. Can I have an order with different names on each pen?
    No, unfortunately all the products for one order - including the free - must have the same text printed on them. Minimum quantities apply to each product ordered.
  • 4. Can I have an order with two different texts? Half the order with one text and the other half with another name?
    The minimum order is of 50 products with the same text printed on them.
  • 5. Can I have an order with one text and the free products with another text?
    The minimum order is of 50 products with the same text printed on them.
  • 6. Can I have my own design applied to an order of pens?
    Yes, we can fully customise Galaxy, Contour and Colourama pens to your own specifications. The minimum quantity of customized pens is 500 units. Please check Gallery pens in our website and send us your query to give you a free estimate of the cost.
  • 7. Can I use this offer for a private event? Birthday? Anniversary? School reunion?
    Yes of course. You can write your special message on any product. We also have pens with special designs for different occasions.
  • 8. Are your products guaranteed?
    Yes, all National Pen products have a 100% guarantee of satisfaction.
  • 9. How do I calculate the total price of an order?
    You check by entering an order in our website and before you are ready to submit it, you will be given the exact total price. You can proceed then. Otherwise you can calculate the total price by adding the total price of the products to the Shipping and Handling charges plus VAT.
  • 10. Have you any Special offers?
    Yes, we always run special promotions on different products.
  • Back to Top.
  • If you are still having problems with any aspect of our site or have questions for us in general, please contact us and one of our service representatives will contact you.
  • Back to Top.
Use of Cookies:
The cookie settings on this website are set to 'allow all cookies' to give you the very best experience. By using the National Pen website you consent to this - but if you want, you can change your settings at any time though your web browser settings. Read our Privacy and Cookies policy for more information.