How do I place an order?
Our products are exclusively marketed through Advertising Specialty Institute (ASI) and Promotional Products Association International (PPAI) distributors. If you are a distributor please log in or contact Senator USA Customer Service for assistance.
Can you provide a quote for above catalog quantities?
Yes, please contact your promotional products distributor for a quote. If you are a Promotional product distributor, please log in, add the item to your shopping cart, and fill in the “above EQP quote form."
Where do I send my artwork?
Please log in to view the art room’s contact information, which also displays prior to check out.
What is the status of my order?
When you complete the order process on our website, you will receive an email confirming receipt of your PO. Additional emails will be sent at different status checkpoints as your order proceeds
through production.
Is my order still scheduled to ship on time?
When you complete the order process on our website, you will receive an email confirming receipt of your PO. Additional emails will be sent at different status checkpoints as your order proceeds
through production.
Can you give me or email me the tracking numbers for my order once it ships?
This information will be automatically emailed to the email address supplied during order processing. You may also log in, to view your order’s tracking number(s) online.
What is the cost of freight from Z to Z?
Please log in to view Customer Service’s contact information. Freight rates depend on shipping method, shipping weight and state location.
What is production time for above catalog column quantities?
Above catalog quantity production turn times vary by product.
Please log in, add the item to your cart, and fill in the “above EQP quote form.” We will quickly provide you with the production lead time and price of the pen(s) in which you are interested.
How do I get samples, what are the costs, and when can I receive them?
You may email your sample request to Samples@senatorpen.com, or you may go to request a sample to fill in your sample request form, to help expedite the handling of your request.
Samples are free up to a certain amount. Please include your UPS or FedEx number to
cover shipping.
The normal .
Is my company on EQP or CO-OP pricing, if not, how do we get the pricing?
, which means you get the last column price shown in the catalog for a first column quantity purchase.
EQP status from Senator requires $15,000 in sales for the previous year. EQP status allows the customer to use EQP on every pen in our catalogs.
CO-OP allows you to get EQP pricing on a certain pen(s) for 1 year, and CO-OP forms must be signed and returned before the pricing is in affect.
How many paper proofs can I get before there is a charge?
Senator provides . Each additional paper proof may incur a $20.00(Z) charge. Paper proofs are not available on any 24-hour items.
How long will it take me to get a paper proof?
Paper proofs are provided within 48 hours after order and approved artwork have been submitted to Senator USA.
How long will it take me to get a product proof?
Product proofs receive standard production times; see product details for standard production times. Pre-Production Proofs are charged at the rate of $30.00 (Z) per item on plastic pens and $40.00 (Z) for Metal pens. A free product proof may be required for orders over catalog quantity; this proof will need approval prior to the start of production.
How many pieces actually shipped and what is my freight charge?
You may request a detailed invoice by clicking here.
Can I confirm you received my PO?
When you complete the order process on our website, you will receive an email confirming receipt of your PO. Additional emails will be sent at different status checkpoints as your order proceeds through production.
What pen does the 360 wrap look the best?
The only pens we offer at regular catalog quantities and lead times are the and . The 360 wraps look best with spot colors (up to 5). If you would like a rendering, please log in to contact our graphic design department to request your artwork wrapped on one of these pen styles.
What is the maximum number of colors you can use on a logo?
The maximum number of imprint colors varies per pen style. The maximum for any style is
.
Who can give me a better price that what you are quoting me?
Your price could decrease by increasing your quantities, or by being an EQP or CO-OP customer.
How do I get the less than minimum quantity or Rush charges waived?
To waive the less than minimum quantity fee, .
We do not waive Rush charges unless our error prevents us from meeting your in-hands
delivery date.
What do you do with the over-runs and how can I get them and is there a charge for them?
We ship over-runs (if any) to the customer, unless an exact quantity is requested.
How is freight determined? FOB GSO or FOB country of origin?
Freight is determined by to your location.
How many drop shipments can I have before you charge?
Drop shipments are free of charge regardless of the number as long as each location is shipped the minimum order quantity for that pen style. If you are shipping less than the minimum order quantity for that pen there will be a $1.50 (Z) per location.
How do I send pens back that may be defective?
Merchandise found to be incorrect due to our error or defect will be . We must receive the returned merchandise in order to replace at no charge.
We’ll give you our UPS number and you will ship them back to our factory. Our Quality Control department will inspect the order.
What color do the executive pens engrave?
Most of our executive pens have a chrome underlay, and will laser with shiny, silver results. The outcome varies by pen style; please contact customer service for specifics.
How do I get a faxed copy of my invoice?
You may request a detailed invoice by clicking here.
How do I change my current order?
Our Customer Service department can help you – .
How do I cancel my order?
Please email or fax us your cancellation notice, referencing your PO #. Keep in mind you will be required to pay any cost we have incurred to date with your order.
How does my customer pay for duties & taxes in another country?
The customer provides us their UPS or Fed Ex account # and the charges are billed to their account, as we cannot pay the duty and taxes on the shipment.
How do I get a rush on my order and what will it cost?
You can request a rush when placing your order. If the rush is approved there will be a fee of $50.00 (Z).
I am missing part of my order - who can I talk to about this?
Our Customer Service department can help you – please log in to see how to contact them.
In which countries are Distributors for USA located besides the USA?
Canada & Puerto Rico.
What I need to know for design service requests:
- We offer 48 hour rendering turnaround (subject to time extension depending on number of renderings requested)
- Art must be submitted in proper format ("Supported File Formats" link) to expedite rendering turn time
- Please provide as much information as possible regarding:
- Pen name and item number
- Pen color(s) (all parts)
- Which logo is to be rendered / imprinted
- Imprint colors only (no measurements)
- Video messages (if applicable) (Innovators and Soft Spring Metallic = 6 lines of text; Big Pen XL = 8 lines of text -- both with an approximate 30-35 character limit per line (includes spaces; less characters allowed for all caps)
- Distributor's name
- Please note that 360º renderings will be drawings, not photographs
What types of Gift Packaging are available for Executive Pens?
Please click here for Gift Packaging options.
What Mix 'N Match Colors are available?
What are the imprint colors for Senator Pens?
Click here for the Standard Imprint Colors.
What is the price point index?
What do the icons on the pen detail pages mean?
Click here to find out.
Where can I get more details for our Senator Products and Spin by Senator Products?
Customer Service Hours:
Monday - Thursday: 8:00 AM – 7:00 PM EST
Friday: 8:00 AM – 5:00 PM EST.
Closed on holidays and weekends.