FAQ
Want to learn more about Qrain? Explore our collection of articles covering topics related to products, orders, shipping, returns, and exchanges. If you have any additional questions, please don’t hesitate to contact our customer service team at admin@qrainpen.com, and we’ll be happy to assist you!
New Color Codes
Below are some of are common questions about the new color codes system
The new color code system introduces a more logical numbering system for Qrain alcohol markers (Honolulu, Honolulu B, Honolulu Plus, Honolulu S, Oahu, Kaala, Kaala B, Molokai), making it easier to identify and use colors quickly. The adjustment is based on precise color family analysis and optimization by the color recognition machine, ensuring the numbering aligns with the actual color distribution in the spectrum for improved selection efficiency. Whether you receive the old or new color code version, the ink formula, pen design, and nib types remain identical, ensuring no impact on your creations. A conversion chart is available for seamless integration. You can use the color code lookup tool or download the chart here to match old and new codes effortlessly.
No. The ink formula remains the same, ensuring color consistency between old and new color codes, so your existing artwork and color-blending techniques are unaffected. New color code sets typically include packaging or materials with old color code references for easy matching with your existing markers.
During the transition period, you may receive either a new or old color code set as product models switch naturally. Check the color chart in the product set you received or product manual inside the packaging. To confirm, visit here and use the color code lookup tool or download the conversion chart.
Option 1: On July 10, we will release digital pen cap color charts. Find the downloadable pen cap color chart for your set, print it, and attach it to the caps of your old color code markers.
Option 2: We will soon release ColorSync Marker Cap Labels for various series. Users can order blank stickers for free and apply them to the pen caps to indicate the new color codes.
● Packaging Instructions: New color code sets typically include a conversion chart in the packaging or color chart.
● Online Lookup Tool: Visit here to input the old color code or color name to view the new code and color preview.
● Downloadable Chart: Download the PDF conversion chart for the Honolulu and Honolulu B series (320 colors) from here, including color codes,and color names.
1. Have questions or suggestions about the new color code system? How can I provide feedback?
Please e-mail admin@qrainpen.com.
2. Will the new color code system affect other Qrain products?
Currently, it only applies to alcohol markers (Honolulu, Honolulu B, Honolulu Plus, Honolulu S, Oahu, Kaala, Kaala B, Molokai). Other products (e.g., acrylic pens, watercolor pens, art paper) are unaffected. Expansion plans will be announced via the official website and social media.
3. Are there tutorials to help me adapt to the new color code system?
Yes! We will soon release additional tutorials on the following platforms:
● Official Blog: Tutorials and artist case studies for the new system.
● Social Media: Short video demos on @Qrain_Art.
Orders
Below are some of are common questions about orders
The exact shipping fee depends on the products weight and the shipping destination region.
Free shipping is available to the US & EU & UK & Canada & Australia & Brazil & Mexico on orders over $69. All selected products must be available in the same local warehouses. Products shipped from Asia warehouses do not qualify for free shipping.
Customs Charges:
(1) Clearance Fee:
EU Warehouse shipments: EU countries are exempt from the clearance fee, while the UK and other countries are subject to a clearance fee when the value of goods exceeds the local duty-free amount. The clearance fee needs to be borne by the customer.
US Warehouse shipments: Orders are exempt from clearance fees; however, sales tax may be applicable.
Asia Warehouse shipments: All countries are subject to the clearance fee when the value of goods exceeds the local tax exemption amount. (The tax threshold varies from country to country, and the tax is paid according to the national tax rate.) The clearance fee needs to be borne by the customer.
AU Warehouse shipments: Orders are exempt from clearance fees; however, GST may be applicable.
BR Warehouse shipments: Brazil is exempt from the clearance fee.
CA Warehouse shipments: Orders are exempt from clearance fees; however, GST/HST may be applicable.
MX Warehouse shipments: Mexico is exempt from the clearance fee.
(2) Import VAT (mainly for the EU countries and the UK):
EU Warehouse shipments: EU countries are exempt from the import VAT, while the UK is subject to import VAT when the value of goods exceeds the local duty-free amount. The import VAT needs to be borne by the customer.
US Warehouse shipments: The United States is exempt from the import VAT.
Asia Warehouse shipments: All countries are subject to the import VAT when the value of goods exceeds the local duty-free amount. (The tax threshold varies from country to country, and the tax is paid according to the national tax rate.) The import VAT needs to be borne by the customer.
AU Warehouse shipments: Australia is exempt from the import VAT.
BR Warehouse shipments: Brazil is exempt from the import VAT.
CA Warehouse shipments: Canada is exempt from the import VAT.
MX Warehouse shipments: Mexico is exempt from the import VAT.
(3) Customs Duty:
When the value of imported goods exceeds the local duty-free amount, customs duty is required. Clearance fee and import VAT need to be borne by the customer. (The tax threshold varies from country to country, and the tax is paid according to the national tax rate.)
Product VAT:
The price includes the value of the tax.
Note:
When the product is returned due to non-quality problems, customs duty and shipping fee of the returned goods need to be borne by the customer.
If the product is in stock in the local warehouse, it is best to choose the local warehouse. If the product is out of stock in the local warehouse, you can choose the Asia warehouse.
For United States customers, we accept PO Box shipping address when you choose US Warehouse at checkout.
For other customers, please leave your physical address when you make an order. The address needs to be controlled within 30 characters in English.
No, purchases of gift cards do not qualify for store points. However, once the gift card is used for purchases, you will earn store points based on the amount spent from the gift card.
Yes, if there is a remaining balance on your gift card, you can use it for future purchases. Your balance will remain available until it is fully used.
Yes, you can use multiple gift cards for a single transaction at checkout. Simply enter the codes for each gift card to apply their balances to your purchase.
Yes, gift cards can be used for online purchases on our website. Simply enter the gift card code at checkout to apply the balance to your order.
Shipping & Returns
Below are some common questions about shipping, returns, and exchanges
Qrain has seven delivery warehouses, including (US Warehouse to USA Only, EU Warehouse to Europe, Asia Warehouse to Worldwide, AU Warehouse to AU Only, BR Warehouse to BR Only, CA Warehouse to CA Only, MX Warehouse to MX Only). If local delivery warehouse is out of store, you could choose Asia Warehouse when you place an order.
(1) Countries where the US warehouse ships:
United States
(2) Countries where the EU warehouse ships:
Eastern Europe: Russia, Belarus, Ukraine, Moldova, Estonia, Latvia, Lithuania, Czech Republic, Slovakia, Hungary, Poland
Western Europe: Ireland, United Kingdom, Belgium, Netherlands, France, Luxembourg, Germany, Monaco
Central Europe: Poland, Czech Republic, Slovakia, Hungary, Germany, Austria, Switzerland, Liechtenstein
Northern Europe: Iceland, Denmark, Finland, Norway, Sweden
Southern Europe: Portugal, Spain, Andorra, Italy, San Marino, Vatican, Slovenia, Croatia, Serbia, Macedonia, Montenegro, Bosnia, Albania, Bulgaria, Romania, Greece, Malta, Cyprus.
(3) Countries where the Asia warehouse ships:
Worldwide
(4) Countries where the AU warehouse ships:
Australia
(5) Countries where the BR warehouse ships:
Brazil
(6) Countries where the CA warehouse ships:
Canada
(7) Countries where the MX warehouse ships:
Mexico
We will process your order as soon as we receive it, which takes less than 24 hours (the weekend and holiday will be delayed to working day). Before the shipment, you can email us admin@qrainpen.com) if you need to cancel the order or change the delivery address and products.
If you place a pre-sale order, we will arrange delivery within 24 hours after the product arrives.
If the shipping address is in the United States and choose the US warehouse, the order will be shipped from the US warehouse and it is expected to be delivered within 3-7 business days (shipping time based on the distance).
If the shipping address is in Europe and choose the EU warehouse, the order will be shipped from the EU warehouse and it is expected to be delivered within 5-15 business days (shipping time based on the distance) .
If the shipping address is in the Australia and choose the AU warehouse, the order will be shipped from the AU warehouse and it is expected to be delivered within 2-7 business days (shipping time based on the distance).
If the shipping address is in the Brazil and choose the BR warehouse, the order will be shipped from the BR warehouse and it is expected to be delivered within 2-8 business days (shipping time based on the distance).
If the shipping address is in the Canada and choose the CA warehouse, the order will be shipped from the CA warehouse and it is expected to be delivered within 2-5 business days (shipping time based on the distance).
If the shipping address is in the Mexico and choose the MX warehouse, the order will be shipped from the MX warehouse and it is expected to be delivered within 2-5 business days (shipping time based on the distance).
If you choose the Asia warehouse, the order will be shipped from the Asia warehouse and it is expected to be delivered within 7-35 business days (shipping time based on the distance)
(Shipping time does not include customs clearance time.)
You can track your order on our website in 1-4 working days after your purchase.
Steps:
Sign in to your account→My Profile→My Orders→Find the specific order you want to track→Click the “Track” button next to the tracking number
*The actual shipping times may vary due to variable customs clearance times, inclement weather, public holidays, or other force majeure factors. If you have not received your package based on the above estimates, please kindly contact Support Center at admin@qrainpen.com.
*Sometimes it may take 2 days for the courier to update the tracking number and shipping info on the system. If the information has not appeared on the courier’s website, please try again after 24 hour
Our 30-day refund policy ensures shoppers receive their orders in perfect condition or can return them for a refund within 30 days of delivery.
Simply return your unused item(s) in its original packaging,once the returned merchandise arrives back in Qrain’s warehouse for inspection, the refund process will begin.
Refunds will be issued once the item arrives at our warehouse. The refund will be credited back using the same method as when your initial order was made. Processing time typically takes 3-7 working days.
- Returns must include all accessories
- Item must be unused and in the same condition that you received it. It must also be in the original packaging
- For non-quality related warranty claims, buyer is responsible for shipping costs
- For non-quality related warranty claims, Qrain refunds the cost of the product itself
- Returns may be rejected if items do not meet the above requirements
Items not eligible for a refund:
• Orders received over 30 days ago (store credit will be issued, instead)
There are certain situations where only partial refunds are granted: (if applicable)
* Book with obvious signs of use
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery.
Exchange:
Qrain will replace damaged or defective items. If you need to exchange your item for the same product, contact us via email: admin@qrainpen.com
Defective Product Policy
If you have a quality issue to report, you can write us an email at admin@qrainpen.com and we will suggest you solutions.All purchases have 30 calendar days to return an item from the date you have received it. To be eligible for a return, refund, or replacement, your item must be in the same condition you received it. Returns require the following:
- your order number
- your receipt or proof of purchase
- photos of the product, if defective
- your shipping address
Refunds （if applicable）:
We offer refund/replacement only once we have received the product. It generally takes up to 10 working days for the refund to process. Refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
How do I return my product?
Send an email to admin@qrainpen.com before you return the product. Otherwise, we will not process this return.
U.S. customers return your item(s) to:
312 W 2nd St Unit #A816 Casper, WY 82601
As for other countries,
Please contact admin@qrainpen.com to get an RMA # and return address
If the package is returned due to failure to process customs duties in time, we will charge 40% of the shipping fee
Regarding the Shipping Costs in Returns:
i. For quality-related warranty claims, Qrain is responsible for shipping costs.
ii. For non-quality related returns/exchanges, the shipping costs must be covered by the buyer.
iii. If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
iv. If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
v. No restocking fee to be charged to the consumers for the return of a product.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you have any questions，Please contact us：admin@qrainpen.com
Products
Below are some common questions about our products
There are two types of marker pens based on ink: Alcohol-based Markers, and Acrylic Paint Markers.
Alcohol-based Markers Series: Qrain, Honolulu, Honolulu B, Kaala, Molokai, and Mokauea.
- Qrain: Our original series, featuring an oval ergonomic design with Chisel & Fine double tips. There are 320 colors, with the largest set being the Qrain 320 Colors Set. You can find colors quickly because the marker caps have color codes, and the caps fit on both ends. This series is best for architectural drawings, marker art designs, and graphic illustrations.
- Honolulu: Our bestseller, with a round ergonomic design and flexible brush & chisel double tips. There are 344 colors, with the largest set being the Honolulu 320 Colors Set. You can find colors quickly because the marker caps have color codes, and the caps fit on both ends. This series is best for marker art designs, illustrations, and manga art.
- Honolulu B: Great for beginners, featuring a round ergonomic design with flexible brush & fine double tips. There are 344 colors, with the largest set being the Honolulu B 320 Colors Set. You can find colors quickly because the marker caps have color codes, and the caps fit on both ends. This series is best for beginner drawings, marker art designs, illustrations, and manga art.
- Kaala: Our innovative series, featuring an oval ergonomic design with slim broad & fine double tips. There are 150 colors, with the largest sets being Kaala 60 Colors – Illustration Tones and Kaala 60 Colors – Landscape Tones. You can find colors quickly because the marker caps have color codes. This series is best for graphic and architectural illustrations.
- Molokai: A large-area coloring series, featuring a flat ergonomic design with a wide tip. There are 24 colors, organized into four sets, each with six colors. You can find colors quickly because the marker caps have color codes. This series is best for design renderings and drawing backgrounds.
Mokauea: A versatile tip series, featuring a round ergonomic design with Tri-Nib & Chisel double tips. There are 24 colors in a single set. You can find colors quickly because the marker caps have color codes. This series is best for industrial design.
Qrain has three types of markers: Alcohol-based Markers, Water-based markers, and Acrylic Paint Markers.
If you want to paint on rocks, stones, wood, fabric, ceramic, mugs, glasses, plastic, paper, eggs, canvas and everything in between, you could choose the Acrylic Paint Markers.
Qrain Alcohol-based and Water-based markers appear best on surfaces such as paper or cloth.
To keep your Qrain markers in tip-top condition, store them in a cool place without exposure to direct sunlight or strong UV rays to prevent the color of the ink to fade. Also, as our ink is alcohol-based, ensure that they are capped and stored away from fire or any flammable substances.
For non-porous surfaces such as glass, plastic, and porcelain, wipe the surfaces with an alcohol pad. Unfortunately, for highly absorbent surfaces such as fabric and wood, the ink stains cannot be removed.
While we always stand behind our products, defects do happen and we always strive to fix it immediately. Get in touch with our customer service team atadmin@qrainpen.com and we’ll find a solution for you!
The Ohuhu Colorless Blender marker (No.0) can be used to:
– Blur and soften ink that has already been applied, or help to remove small mistakes made on canvas. This is best used for color-correcting smaller areas of ink.
– Blend out colors to white and/or lighter shades
– Wet your paper before coloring to create a smoother color.
There is a slight difference as the colors on the cap are from pigments and resins, while the colors from the actual ink are made from dye. That’s why we include a color swatch card with all our sets so that you can have a more accurate preview of the colors. The colors on the cap serve as a rough guide.
Qrain marker’s inks are dye-based, and the dyes appear differently in terms of vibrancy when applied on different types of paper. This is because dyes soak into the paper, while pigments stay on the surface. To bring out the best colors in your artwork, we recommend pairing your Qrain markers with the Qrain marker sketchbook (though regular sketchbooks work just fine as well.)
As our ink is a dye ink, it may soak into the paper depending on the thickness of the paper that you are using. Qrain markers are best used on papers with a thicker GSM, such as Qrain’s marker pads and mix-medium pads. However, if you are using regular paper, we recommend placing an additional pad between your coloring sheets to prevent the ink from bleeding through the paper.
Didn’t find your answer?
Get in touch with our customer service team at admin@qrainpen.com