Frequently Asked Questions

Our markers are available in packs of six, which are the smallest quantity you can order. You can find our 6-marker packs in different colour and nib options on our website.

Alternatively, you can purchase an AusPen Starter Kit, which includes one marker (Blue or Black) and one refill ink (Blue or Black).

Due to restrictions on the quantity of chemicals that can be shipped, AusPen refill ink is available in 23ml bottles.

Refill ink is available in the following colours:

• Black

• Blue

• Purple

• Green

• Orange

Yes. You can replace most parts of AusPen markers. Replacement reservoirs, sometimes referred to as ink sponges, come in packs of 6 for $5.75 USD.

You can also try reversing the reservoir to get a better connection to the nib.

Replacement reservoirs are available in the Shop section of our website.

We do not currently sell whiteboard erasers, but we are in the process of developing one of our own.

Stay tuned for more updates!

You can learn how to easily top up your AusPen whiteboard marker by watching our step-by-step video.

The video will guide you through the process and show you how to refill your marker correctly.

Watch the video: How to Top Up Your AusPen Whiteboard Marker

All AusPen nibs are reinforced and double-sided. If you notice the nib starting to wear after regular use, you can reverse it to use the other side. When needed, you can also replace it with a new nib.

To reverse or replace the nib:

• Unscrew the neck of the barrel.

• Remove the head and nib from the pen.

• Remove the nib and nib holder from the bottom of the housing.

• Pull the nib out of the nib holder.

• Reverse the existing nib, or insert a new nib.

• Replace the nib holder into the housing.

• Re-screw the housing firmly into the neck of the barrel.

Always take care when handling ink. We recommend using a tissue or rag during the process.

For more information and helpful instructions, visit the “How to Refill” section of our website.

Watch our step-by-step videos for help:

• How to Reverse an AusPen Nib

• How to Replace an AusPen Nib

AusPen ink can be difficult to remove from clothing, and we cannot guarantee that stains will come out completely.

If you get ink on clothing, act as soon as possible and avoid rubbing the stain, as this can cause it to spread. You can try gently blotting the area with a clean cloth.

For washable fabrics, a small amount of rubbing alcohol (isopropyl alcohol) may help lift the ink. Always test it first on a small, hidden area of the garment to make sure it does not affect the fabric or its colour. If the garment is delicate or the care label recommends professional cleaning, we recommend consulting a professional cleaner.

To help prevent stains, we recommend taking care when handling or refilling your AusPen and using a rag or cloth to protect clothing and other materials.

The best way to clean your whiteboard is to use a gentle cream cleanser before first use and periodically as needed. Apply the cleanser and then rinse the board thoroughly with water.

We recommend avoiding spray cleaners, as they can leave chemical residue on the board. This residue can interact with the pigment in dry-erase markers and may cause streaky lines or make the ink more difficult to erase.

Choosing the right whiteboard

The erasability of dry-erase ink can sometimes be affected by the type and condition of the whiteboard surface. Different board materials and coatings can interact differently with dry-erase ink, and some surfaces may be more prone to retaining ink, ghosting, or staining.

For the best results, we recommend using a good-quality whiteboard surface that is designed for dry-erase markers and is kept clean and well maintained.

Orders are generally processed and dispatched within 1 business day, Monday to Friday.

Delivery usually takes 2–5 business days within the US and 5–6 business days to Canada.

Shipping within the USA and Canada is handled through Amazon, USPS, or DHL, depending on the destination and shipping method available.

Please note: Shipping costs are automatically calculated and added to your order by the website based on the applicable shipping method, destination, and order weight.

Once an order has been placed through our website, we are unable to add additional products to the existing order.

If you need to make changes to your order, such as adjusting product variants or the shipping address, please contact us as soon as possible so we can check whether the requested changes can be made before the order is processed or dispatched.

Purchase Orders can be amended, but please let us know as soon as possible so we can assist with the changes.

AusPen products are sold exclusively online. While we have offices in Melbourne, Australia, and New York City, these locations are not retail stores and are not available for in-person purchases or order pick-ups.

You can browse and purchase AusPen products through our website.

Change of Mind

At this time, we do not accept returns for change-of-mind purchases. However, if you are not completely satisfied with your purchase, please contact us at info@auspen.com and we will review your situation and see how we can help.

Your satisfaction is our priority, and we will do our best to assist you with your request.

Faulty Items or Incorrect Orders

If you receive an item that is faulty or an incorrect item has been sent, please contact us at info@auspen.com within 90 days of your purchase date.

• Your order number

• A description of the issue

• Photos or other evidence of the fault or incorrect item, where applicable

If the item is confirmed to be faulty or the error was made by AusPen, we will assist you with the appropriate resolution, including replacement where applicable.

Yes. We are happy to set up accounts for schools and educational institutions to make purchases from AusPen.

Simply send us a completed Purchase Order (PO) form along with your official Purchase Order, or email us at info@auspen.com to find out more.

You can also find our Purchase Order forms on our website under the Homepage or Why AusPen sections.

Please contact us if you have any questions or need assistance setting up your school or institution account.

If you are a school or institution:

Our preferred payment methods for school and institutional orders are:

• ACH / bank transfer

• Credit/debit card

Schools and institutions can submit a Purchase Order (PO). Once we receive your Purchase Order, we will provide an invoice along with ACH payment instructions.

Payments by check are accepted by exception only. If your school or institution cannot pay electronically and needs to pay by check, please contact us and we’ll be happy to review the available options.

You can also download our Purchase Order form from the AusPen website.

If you are an individual customer:

Individual customers can pay by bank transfer or by credit/debit card through our online store.

Yes. Schools and eligible organizations can apply to have their AusPen account set up as tax-exempt.

To apply for tax-exempt status, please provide us with the following information:

• School/Organization name

• Name of the person placing the order

• Email address associated with your AusPen account

• Tax-exempt certificate or documentation, if applicable

Please make sure you have first created an account on the AusPen website using the email address you would like to use for your tax-exempt account. We can only add existing AusPen customer accounts to our Tax Exempt list.

Once we have verified your information and added your account to the Tax Exempt list, tax-exempt pricing will be automatically applied to eligible orders placed through our website.

If you have any questions or would like to apply for tax exemption, please contact us at info@auspen.com and our team will be happy to assist you.

We have conducted considerable research to find what we believe is one of the safest inks on the market for our customers.

The two main ingredients in AusPen Ink are Ethanol and 2-Propanol. AusPen Ink is also Xylene-free.

Yes. As a business committed to reducing our contribution to landfill, we are very conscious of the environmental impact of our packaging. Our refill ink bottles are recyclable, helping us reduce waste and support more sustainable product use.

Yes, our products are vegan, contain no animal-derived ingredients or materials, and are not tested on animals.

AusPen is also designed with sustainability in mind. Our markers are made to be reused and refilled, rather than disposed of when the ink runs out. You can replace the ink and nibs as needed, helping to extend the marker’s life and reduce unnecessary waste.