Hub allows 60 days for determination of product defects. Here are the details:
1. Imprinted items produced after your approval will not be accepted for a refund, credit, or exchange unless the error was on behalf of Hub.
2. Non-engraved product in new and reusable condition may be returned for a full refund. The customer is responsible for all return shipping costs plus a 20% restocking fee.
3. Random samples are FREE (yes!) but are non-returnable and non-refundable.
Note: All returned merchandise requires factory authorization, which can be easily obtained by contacting your awesome Hub customer service rep.
Product PMS Colors and Dye Lot Variations
We try to identify PMS colors that best match our product colors and our inventory undergoes multiple quality checks to ensure consistency. Occasionally, there may be minor color variance between product lots.
Please Note: Any elements of art that do not meet minimum specifications are at risk for not reproducing well, or at all. This includes delicate or undersized fonts, minute registration or trademarks, and thin or tiny graphic details. A registration mark (®) should be no smaller than .031″ (or .787 mm) in diameter, with a .1 point stroke added. A trademark (®) should be no smaller than .031″ (or .787 mm) high, with .1 point stroke added.
Monday through Friday, 7:00 a.m. – 7:00 p.m. EST
Individual cello bag for plastic pens available upon request, $0.05 (G) each.
Standard special packaging for plastic pens is a heat-sealed polybag, up to 100 pcs $0.63 (G). Additional charges apply for zip lock bags, exact assortments, and label requirements.
Standard drop ship charge of $4.38 (G) applies to standard catalog quantity shipments. Nonstandard quantities are subject to a special packaging charge and additional production time may apply.
Plastic pens: We change out the ink cartridge $0.38 (G) ea., sending you the refills $0.14 (G) ea.
Metal Pens: We change out the ink cartridge $0.44 (G) ea., sending you the refills $0.32 (G) ea.
Refill cartridge change NOT available on these item numbers:
125, 208, 275, 301, 302, 303, 308, 309, 327, 334, 335, 351, 352, 353, 354, 357, 359, 361, 363, 365, 380, 382, 383, 384, 385, 389, 392, 394, 395, 401, 403, 405, 433, 487, 489, 578, 579, 671, 673, 675, 677, 681, 682, 683, 685, 693, 699, 712, 718, 851, 853, 858
Established Terms Customers Net 30 Days
MasterCard, Visa, Discover, American Express, Certified Bank Check or Money Order
Please note that we will accept company checks but orders will not be released to production until 5 business days after payment is deposited. Then normal production schedule applies.
We encourage all prepay customers to apply for credit terms. This qualifies you for our FREE 24 Hour Rush Service and will prevent any order delays. Please contact our Accounting Department to have our application for credit sent to you.
All orders for custom product will require a deposit and cannot be canceled once the order is confirmed.
A $25.00 processing fee is applied and repayment must be made by credit card or certified bank check. We will no longer accept personal or business checks from companies that have had checks returned.
All cancellations and/or changes must be submitted in writing. (Order fees incurred will be your responsibility.)
An order may be cancelled up until it is released into production (excluding custom product orders). Once an order is in production, the buyer is responsible for payment.
We want to be sure you’re as happy with your Hub order as we are. If you receive a faulty item, the Hub family has your back.
Hub is required to collect and remit sales tax on sales to customers in nexus states. If you are located in one of these states or are making drop shipments into one of these states, you will be required to submit the corresponding Resale Certificate. If you are unable to provide the required documentation, we will charge the appropriate state sales tax. All Resale Certificates can be faxed to our secure fax line at 781-535-5095.
We take the protection of your personal information very seriously. In an ongoing effort to comply with the strict requirements of the Payment Card Industry Data Security Standards (PCI DSS), we can no longer accept credit card information via email.
Credit card information authorized for future use will be entered into our PCI Compliant System. Once entered, the content is destroyed according to PCI-DSS methods and only the last 4 digits of your card are displayed in our system to authorized Hub employees only. Our system is PCI compliant through SAS70 Type II and PCI-DSS audits are conducted by approved third-party auditors.
Submitting your credit card information in the proper way will get your orders out as quickly as possible and avoid delays.