• Apologies for the inconvenience. The pen's ink may have dried out due to shipping. To resolve this, please tighten the cap, place the pen nib downwards for 24 hours, and then test the ink flow.
• To prevent the pen from drying out, remember to tighten the cap and store it tip down after use.
• Should the issue persist, please contact us for further assistance. Thank you for your understanding.

• We are sorry for this problem. This may be due to ink leakage during transportation or storage problems such as the pen cap not being tightly closed. You can wipe off the leaked ink, gently test the ink flow rate on paper, and then draw.
• If the problem persists, please contact us for help.

• Acrylic marker ink usually dries within a few seconds to a few minutes, depending on the quality of the pigment and the temperature of the environment.
• Since acrylic marker pigment dries quickly, if the pen cap is not put on for a long time after use, the ink may dry, resulting in a shorter use time of the acrylic marker.

• If properly stored and protected, the color of acrylic markers is generally not easy to fade. Acrylic pigments have good light resistance, which means that the color can remain bright even when exposed to sunlight.
• However, if exposed to strong UV rays or extreme environments for a long time, the color may fade, so it is recommended to properly protect the artwork. You can store the artwork in a folder or away from sunlight, or spray it with UV protective paint or store it in a frame that protects against UV rays.

• Even if it is the same color, the color may be brighter or darker depending on the paper used. Markers have different performance on different grades of paper. You can use marker-specific paper to show the brightness of the marker color.

• If you forget to cap your marker, it will affect the using time of the marker and the tip will dry out.
• Depending on how long you keep the cap off, you may still be able to use the marker. However, if the paint inside the marker dries up, it will not work for long.
• You can try to put the cap back on the pen and place it vertically with the tip facing down to see if it recovers.

Yes! You can mix colors with acrylic markers before the paint dries. You can try to layer different colors to create unique color effects on your artworks. But remember not to wait until the paint is dry, otherwise you will not be able to mix the colors

• Usually after you successfully place an order, we will send an order confirmation email to your order email address.
• You can also check your order in your user account center and learn more information.
• If the order address information is incorrect, please contact us to modify it before shipment.

• Please contact us before the order is shipped, and we will cancel the order for you and refund the full amount to your payment account.
• If your order has shipped, you will need to contact the logistics carrier to refuse the package. Once the package shows as being returned to the sender, we will process a refund for you. And your order refund will be deducted the courier fee, return fee and restocking fee.  Thank you for your understanding.
• We will calculate the following fees and deduct them from your refund.
  The fees we charge are as follows:
  Restocking fee + shipping fee and return fee for order canceled after shipment
  
  

• Paypal and credit cards are the payment methods you can use.
• Credit cards support Visa, Mastercard, JCB, Discover, Diners Club

• Before you reach the checkout page, the tool will use the real-time exchange rate to convert to your local currency. However, our system can only use US dollars for checkout for some reasons. Therefore, the checkout page displays US dollars.
• NOTE: The system currently we use only supports payments in USD, so other currencies you see will be converted to USD at the checkout page.

• Please retry the payment. If unsuccessful, verify your account balance.
• If the balance is sufficient but the payment still fails, please contact your bank to verify, or contact us and describe the problem, or we can process your order manually.

• Log in to your account and go to "My Orders", select the orders and you can change all your shipping information.
• Or contact us with your new address and we will correct it before shipping.

Once we ship your order, you will receive a tracking number for your order via email notification. You can click on the tracking number to check the latest logistics updates, or copy the tracking number to the shipping carrier's website to track your order. If your order logistics is not updated for a long time, please contact the logistics company. Thank you for your support.

• Step 1:  Open the order shipping inform email
• Step 2: Click the tracking number to get the latest updates
• Or copy the logistics tracking number to this order tracking page to get the result

• The shipping fee is $4.99 ($5.99 in CA) for orders totaling $0-64.99
• Orders over $65 qualify for free standard shipping within the United States, Canada, France, Germany, the United Kingdom, Australia,New Zealandandthe Philippines.

• Normal delivery time from US and European warehouses is 3-8 business days.
• Normal delivery time from Asia warehouses is 6-13 business days, excluding any special circumstances.
• In special circumstances, such as a strike by local courier company employees, delivery delays, or package loss, please contact us for assistance.

• Currently, our standard shipping is only available for customers within The United States, Canada, France, Germany, the United Kingdom, Australia, New Zealand, and the Philippines.
• However, we are working on extending our shipping services to cover more countries/areas. Please subscribe to our email list for updates as we work on expanding our shipping countries/areas coverage!
  
  

• After your order is paid, the warehouse usually takes 1-2 days to process. You will be notified when the order is shipped.
• Usually, orders from Monday to Friday may be shipped on the same day or the next day, and weekend orders will be processed on Monday. Thank you for your patience.
  
  

• We work hard to ensure that all your items arrive at the same time. However, due to different shipping options for different products, items may not always ship together.
• Your packages may be divided into 2 packages or more for delivery. Please pay attention to check all your packages. Due to separate delivery, the arrival time will also be different.
  

• We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
• To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
• To start a return, you can contact us at business.us@arrtx.com. Please note that returns will need to be sent to the address.
• If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
• You can always contact us for any return questions at business.us@arrtx.com.
  
  

• We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
• If more than 15 business days have passed since we’ve approved your return, please contact us at business.us@arrtx.com.
  
  

• Please provide photos of the damaged package, including the label on the box/bag.
• Secondly, please provide pictures of the damaged product. We will check the damage and deal with it according to the damage. Thank you for your cooperation.
  

• Please get in touch if you have questions or concerns about your specific item.
• Unfortunately, we cannot accept returns on sale items or gift cards.
  
  

• If you have not received the package, please contact the logistics company to refuse the package. We will process the refund when we see the package is returned, and you can re-order the products you want.
• If you have received the package, please do not open the protective packaging of the product, contact us directly to apply for a return, and send it to our address in the original packaging (unopened product packaging). We will process the refund after receiving the goods and check that they are correct, and you can re-order the products you need.

• Please click on this registration page, click "Create a new account", fill in all the required information, and click "Create".
• After submitting the email, you will receive an account notification email containing a one-time login code. Just copy the login code to log in successfully

• Due to system restrictions, the login email address cannot be modified.
• You can contact us to delete your account and register a new account with your new email address.
  

• You can't delete this account yourself because of system restrictions.
• You can contact us to delete your account and we will process your request.

• We will not disclose your account information to third parties. You can check the privacy policy of our website.

• You can slide to the bottom menu of the page, there is an email input box, this is our subscription email entrance,
• After entering the email, you can get our brand new product notifications, event notifications, limited benefits, etc.

• You can select the the color charts you need to download on the color chart page and click the "download" button. Then you can start saving it on your device and printing it for your needs.
• >>> Download Color Charts

• Please click on the Arrtx color system page below to view the product color system or color comparison chart. Then you can download the resources you need. We will continue to update the product color system for your convenience.

• >>> Arrtx color system

• Currently, we sell single markers from the white-pen acrylic markers series, but not all series.
• We will launch other series or other categories in the future to meet customers' color replenishment and single-trial needs.

• If you have any questions about our online store purchases (such as ordering products, account issues, technical issues, product issues, order issues, etc.), please contact business.us@arrtx.com
• And you can also view contact us page and send the questions directly.