FAQ

Do you have questions regarding your customer account or to an order at Neuland.com?

You may find here your answer. If not, please do not hesitate to contact us.

Order & delivery

Is there a minimum order?

No. However, there’s always a shipping fee.

Do you sell vouchers / gift cards?

No. For technical reasons we can’t offer vouchers.

Several bank accounts are specified. Which account should I transfer to?

Our service for you: for cost-effective transfers we offer several accounts / banks.

Where can I find Neuland distributors?

Neuland works with distributors all over the world. A list can be found here. If you can’t find a sales partner on site, please contact us.

Are there local stores?

Currently they don’t exist. You can order online, by email and by phone or shop directly in Eichenzell.

Can I get express delivery?

Currently this is only possible within Germany via DPD or DHL (delivery within 24 hours, until 18 o’clock, only on weekdays, SAT / SUN / holidays excluded).

Can I track my shipment?

You can track your parcel deliveries and freight shipments "My Account > My Orders > Details > Shipment Tracking Link".

How do I receive my bills?

You will receive your invoice by email after completion of your order. You can enter a fixed recipient address for invoices in your customer account under "Invoice / Delivery":

Please contact us if you would like to receive your invoice by mail: www.neuland.com/en/Contradiction-PDF-Invoice

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Markers & More

Can I write on paper with whiteboard makers? Can I use markers for paper on whiteboards?

Whiteboard markers bleed heavily through paper and quickly get empty. Possibly the tip also wears off quickly. Avoid writing on whiteboards with markers for paper. They possibly smear and are difficult to remove.

The Outliner is clogged. What can I do?

The outliner has a different ink composition that can cause clogging if residual ink remains in the needle or the bulb (rinse the needle with water after each use to prevent residual ink from remaining in it).

What’s the difference between the "normal black" and the Outliner?

The Outliner (color code: 010) has a special water based ink that doesn’t smear or blur when painted over with another marker. It’s particularly suitable for contours that remain clean and sharp when colored afterwards. Otherwise with the black lines of the "normal black" (color code: 100), they can quickly become blurry and dirty after subsequent coloring.

Find here an explainer video in our YouTube channel.

Is the BigOne also available as a WhiteboardMarker?

No. Many customers buy the empty marker and fill it with whiteboard ink (but we can’t guarantee).

What’s the shadow marker?

This means the color “grey“ (color code: 101). Mostly the Neuland BigOne® is ordered.

Are your markers refillable and how does it work?

Neuland® markers are refillable. Find detailed instructions here.

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Others

I can’t find spare parts online. Do you sell them?

Spare parts are not sold online. Please contact your sales team.

How do you pack the V3 into the bag?

Please take a look at our instructions.

Can I also order empty cases / bags?

Basically, you can purchase almost every case / bag empty. Obtain information regarding price and item no. from your sales team (not available online!).

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Answer not found?
Use our contact form to ask us your question: Customer Support
Neuland TwinOne® – the universal marker with chisel and brush nib is finally here! Sign up here to try it out.