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Home>>Customer Service

Pengad.com: General Info
 

Placing An Order

  • Online at www.pengad.com
  • Telephone: 1.800.631.6989 and press 1
  • Hours: Monday - Friday 8:30am - 6:00pm Eastern Time
  • Fax: 1.800.631.2329
  • Mail to: Pengad, Inc., P.O. Box 99, Bayonne, NJ 07002
  • Ship to: Pengad, Inc., 55 Oak Street, Bayonne, NJ 07002
  • E-mail: sales@pengad.com

Customer ServiceChecking an Order - To check on an order that you have already placed with us, call 1.800.631.6989 and press 0 or you can e-mail your inquiry to customerservice@pengad.com. If possible, please provide your account number when inquiring.

Opening an Account - When you place your first order with Pengad, we will assign you a personal account number. Check or credit card must prepay your first order. We accept Visa, MasterCard, Discover and American Express Cards.  Future orders may be billed to your account or charged to your credit card.

Payment - Payment is due 30 days from the date of invoice. All balances that are unpaid past 30 days are subject to a 1-1/2% service charge per month. We accept cash, checks, Visa, MasterCard, Discover and American Express Cards. A bank fee of $20.00 will be charged for any returned checks.

Invoices - You will receive an invoice in the mail for any purchase that is not paid by a credit card. Deposits placed or advance payments made toward your orders are not reflected on your invoice. Payment of unpaid portion of invoice is due 30 days from date of invoice.  Emailed invoices are available upon request.

Monthly Statements - An end-of-the-month statement will be sent to accounts with balances more than 30 days old.

Minimum Order - We have no minimum dollar order amount. Minimum product quantity may apply depending on product packaging.

Delivery - Most stock items are shipped within 48 hours and custom-made items are shipped within 10 working days. We ship freight prepaid and add the charges to your invoice. Whenever possible, we'll ship to you from our location that is closest to you but certain items may only be available in one warehouse and will be shipped from there.

UPS Next Day Air, UPS 2nd Day Air & UPS 3 Day Select Service are available when your order is "ready" to be shipped.   Deliveries are made Monday through Friday. Your merchandise may not ship the same day that you place your order.  If you need your order by a specific time, please call our Customer Service Department at (800) 631-6989.

Delivery time after your order has been shipped.
Next Business Day
Delivery typically by 10:30 a.m.
UPS Next Day Air
2 Business Days
Delivery typically by end of day
UPS 2nd Day Air
3 Business Days
Delivery by end of day
UPS 3 Day Select
1-5 Business Days
Delivery based on distance
to destination.
UPS Ground

Custom Printed/Custom-Made Items - Whenever possible, we will ship your order within 10 working days. Special order materials may take longer but we will be happy to quote you a delivery time when you place your order. If you need your order by a specific date, let us know when you place your order and we will do whatever we can to get it to you quickly. We will ship exact quantities whenever possible but all custom items may be overshipped or undershipped by 10% and billed accordingly.

Proofs - We will provide up to two free pre-production paper proofs at your request with any order of a personalized product.  Additional proofs are $15.00 each.

Overruns & Underruns - Whenever possible, we will ship exact quantities ordered. However, it is virtually impossible to stop high speed manufacturing equipment and press machinery at specific quantities. We reserve the right to overship or undership up to 10% and bill accordingly.

Canceling order - To cancel an order please call (800) 631-6989 and press 0 for Customer Service.

Returns - No product may be returned without our prior consent. All returns must include an authorization number given to you by our Customer Service Department. Return products must be in new condition with original packaging and materials (defective items exempted). Returns may be subject to a re-stocking charge of $25.00 plus freight. A restocking fee of 25% will be charged when returning open packages of tabs or other specialty items. Laser Supplies are not returnable once the outer packaging is opened. Our customer service representative will advise you if a fee applies to your return. Wheeled carrying cases may only be returned to Pengad in new condition. Before using a case, please test it for your satisfaction regarding weight, size, machine, and supplies compatibility. Be sure to test it on carpeting so that the wheels are not marked. Returns of custom-made or imprinted merchandise ordered by you in error cannot be accepted. All claims for shortages, errors, or defective material must be made within 30 days from date of invoice.

Damaged Merchandise - If you receive merchandise that is damaged or defective, please let us know immediately. Do not discard any merchandise or packaging. Call (800) 631-6989 and press 0 for Customer Service.

Trademarks - EasyLock, QuickCharge, SmartWriter, StenoRam, Stentura, Diamante, élan Cybra and élan Mira are trademarks and registered trademarks of Stenograph, L.L.C. Flash and Stylus are trademarks and registered trademarks of Advanced Translations Technology. Willcopy is a registered trademark of Weyerhaeuser. Brother, Canon, Epson, HP, Konica Minolta, Kyocera, Lexmark, OKI, Panasonic, Ricoh, Samsung, Sharp, Toshiba, and Xerox Tektronix are registered trademarks and are the property of their respective owners. All other trademarks, product names, company names, and logos are the property of their respective owners.

Artwork Requirements - For printing of custom logos, camera-ready artwork is required. Camera-ready art means a clear, clean, black and white illustration. Photocopies, faxes, business cards or inkjet printed material are not considered camera ready and will not be accepted as artwork. Do not use half tones, shadows, screens, or fine lines. Because the quality of the finished imprint is dependent on the quality of the submitted art, we urge you to send the cleanest possible art available.

Electronic Artwork - Electronic artwork files can be e-mailed in one of the following file formats: pdf, eps, tif, or bmp. Minimum resolution is 600 dpi at original imprint size. A printout of your e-mailed artwork must also be sent via mail or fax. E-mail to graphics@pengad.com.

Ink Colors - For ink other than our standard colors, we will need a PMS number to match. Additional charges may apply, please call or write our sales department for a quote.

Prices - We attempt to have all prices correct, but changes and errors occur. Pengad reserves the right to change any price at any time and is not responsible for typographical errors. Please call or write to verify any information you need.

Production Time - Turnaround time for imprinted jobs is 10 business days. Production time will begin after the receipt of complete order or after the proof is approved. For multi-color imprints add 2 days to normal production time.

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