Frequently Asked Questions

 

Glues & Adhesives

Are your scrapbooking adhesives acid-free and archival?

Yes. All of our adhesive tape runners and liquid glue products are acid-free and safe to use in scrapbooking. They will not yellow or discolor paper over time or damage photos.

Are your liquid glue products available in larger sized bottles or containers?

No. Only one size is available. However, you can order in bulk quantities of 10 tubes per box.

My adhesive applicator will not open so that a refill can be inserted. What is the problem?

Most likely, the product is not refillable. We manufacture products in both refillable and disposable versions. A refillable applicator must first be purchased before you can use the corresponding refill. Make sure the correct refill is inserted in the corresponding applicator.

What are some possible suggestions for glue removal?

Un-du, Krylon, UV spray

 

Pens & Refills

Can your roller ball pen refills leak in flight?

Yes, all roller ball pens and refills can leak due to the change in air pressure, combined with the open space remaining in a refill cartridge.

What are some possible suggestions for ink stain removal?

Amodex, DIDI7, multi7, club soda, Lift Off

Are rollerball and ballpoint pens interchangeable?

No, rollerball pens are only available with a Tombow rollerball refill and ballpoint pens can only be refilled with a ballpoint refill.

 

Dual Brush Pens

Should the Dual Brush Pens be stored vertically or horizontally?

Our Dual Brush Pens can be stored both horizontally and vertically.  Since the ink is pressurized within the pen body, it doesn't matter in which position they are stored.  We distribute our 96 color sets with the pens sitting vertical on a desk stand.  Our large floor displays (inside stores) hold the pens in the horizontal position.

In what temperature range can the Dual Brush Pens be stored to prevent drying out?

The minimum storage temperature for the Dual Brush Pens is -40° F, and the maximum is 140°F.

Do the Dual Brush Pens contain xylene or lignin?

No, to both.

Are the Dual Brush Pens light fast?

No. Open faced artwork can fade over time if exposed to direct sunlight. The effect is less for illustrations done inside a book, or paintings that are hung away from windows and protected by UV glass.

Any suggestions to better preserve artwork or paintings done with the markers?

Many artists have mentioned that Lascaux and Mod Podge have worked very well for preservation; however, we have never tested the products with our markers.

 

 

 

Shopping on tombowusa.com

Where can I find the status of my order?

You should have received an email with an order confirmation after submitting your order. After your order is shipped, you will receive a shipping confirmation with a tracking link. If you did not receive an order or shipping confirmation, please email our Customer Support Team at orders@tombowusa.com and we will be happy to assist you.

How will my order ship?

All TombowUSA orders will be shipped FedEx within the United States and Canada. In addition to standard delivery, we offer 2nd Day and Next Day Air.
Our Customer Support Team is available Monday – Friday, 8:00 a.m. – 5:30 p.m. EST. You may reach our team by email at orders@tombowusa.com, by phone at (800) 835-3232 or by standard mail at 355 Satellite Boulevard NE, Suite 300, Suwanee, GA 30024.

How will my shipping charges be calculated?

Shipping costs are calculated based on the total weight of the package, your location and shipping method (i.e., Standard, Next Day, etc.). Shipping costs are not calculated based on the order value or quantity of items ordered.

What payment options are available?

We accept MasterCard and Visa.

What if I have trouble placing my order?

If you have trouble placing your order, please contact our Customer Support Team at (800) 835-3232, Monday – Friday 8:00 a.m. – 5:30 p.m. EST or 24/7 by email at orders@tombowusa.com

When will my order ship?

Your order will ship from our warehouse in Suwanee, GA within 2 business days of the receipt of your order.

Do you ship internationally?

At this time, TombowUSA only ships within the United States and Canada.

What if I need to return an item?

Please see our Returns Policy.

 

Misc.

Are other products available that are not listed on your website?

No. Our full product line is listed on our website. If you are interested in a product not listed, then it is unfortunately not available. We only import and distribute those items listed.