Support Center

FAQs

We apologize if you are experiencing longer than usual call wait times or delayed responses to your questions through chat, email and social media. Some of our Expo customer contact team members are working reduced office hours as a safety precaution due to the coronavirus affecting the regions where we operate. Ensuring the health of our employees is our first priority and we appreciate your patience and understanding as we make every effort to minimize any disruption in supporting you, our valued customers.

Sincerely,
Your Expo team

FAQs

The Big Question:

How do I get permanent marker off a whiteboard?

No worries if those pesky permanent markers make their way into your whitespace. Just draw over it with an EXPO Dry Erase Marker and poof! It's gone.

Other Frequently Asked Questions

What makes wet erase (like Vis-à-Vis) markers different from dry erase markers?

Wet erase markers contain water-soluble dyes and are intended for acetate, film or non-porous laminated surfaces. Wet erase markers can only be removed with a damp tissue or cloth. Dry erase markers erase with an eraser on most non-porous materials, like whiteboards, porcelain, melamine and glass.

Can I use dry erase and wet erase markers (like Vis-à-Vis) together?

Yes, if you have a quality board that withstands water, you can certainly use the two together. Restaurants commonly use this combination when designing their boards that display the house "Specials." Vis-à-Vis wet erase markers are used for the more permanent text on the boards, like the board heading and the days of the week; and EXPO Dry Erase markers are used for text that often changes, like the listing of daily specials. To remove Vis-à-Vis markers from your board, simply use a damp cloth on the markings.

How long is a marker supposed to last?

As with any writing instrument, this depends upon users and frequency of use. When not in use, EXPO markers stored horizontally with caps installed tightly will last approximately 2-3 years.

If my EXPO marker dries out, is there anything I can do to restore it or is it dead?

Yes, depending on the extent of solvent loss, the markers can often be restored. Place the cap back on the marker tightly and store tip down for 24 hours. The marker should revive. Once revived, store marker back to its normal horizontal position.

If EXPO markers are dry erase why aren't they washable?

Dry erase ink contains pigments and release agents. The release agents prevent the pigments from sticking to dry erase boards and non-porous surfaces. However, these small particles of color become trapped when they come in contact with clothing fibers and other porous objects and surfaces.

Is cleaning my whiteboard really necessary? How often should I clean it?

Yes! Cleaning your whiteboard is critical to its performance. Cleaning a whiteboard removes chemical build-up associated with repeated use of dry erase markers. We recommend once per week. Remember that it is very important to thoroughly erase a board BEFORE using EXPO Cleaners.

An EXPO Dry Erase marker was accidently used on our projection screen. How can this be removed?

Many EXPO users have had success removing ink from projection screens with a product called Re-Markable. This product is distributed by Quartet. Contact their customer service for retail outlets at (800) 541-0094 or visit their website at www.gbc.com.

Can the markings be removed if an EXPO Dry Erase marker is accidentally used on a wet erase board?

Because wet erase boards have a laminated surface, which is usually more porous than dry erase board surfaces, dry erase ink may be difficult to remove from wet erase surfaces. Using harsh solvents may ruin your board. We suggest that you first contact the board/surface manufacturer.

How do I clean my whiteboard?

1. Erase as much ink as possible without scratching the marking surface of the board.

2. Use EXPO Dry Erase Whiteboard Cleaning Spray, also available as EXPO White Board Care Dry Erase Wipes.

3. If ghosting or staining remains, you could use a small amount of rubbing alcohol on a clean, soft towel.

Does EXPO have a Satisfaction Guarantee and who can I contact for Guarantee information?

Newell Brands stands behind its products and quality controls and guarantees complete customer satisfaction with your EXPO product purchased from us or one of our authorized sellers in the United States. If you are not satisfied with your new EXPO product, please fill out our contact us form and provide a description and photos of your product and we’ll work to make it right. You must make your request within 45 days of the date of purchase.

Please note that because we are unable to control the quality of our products sold by unauthorized sellers, unless otherwise prohibited by law, the Satisfaction Guarantee is not available for products purchased from unauthorized sellers, including unauthorized internet sites. The Guarantee is also limited to the original, end-user purchaser in the United States.

How To Claim The Guarantee
To submit a Guarantee request, please fill out the contact us form. Please have information available regarding where and when you purchased your product, your reason for dissatisfaction, and proof of purchase. Please note that you may be asked to submit photo(s) of your product, provide proof of purchase, and provide other information to assist us in processing your request. You must submit your Guarantee request within 45 days of the date of purchase.

Guarantee Guidelines
Newell Brands reserves the right to verify information, require a valid proof of purchase, and to deny Guarantee requests in its discretion in cases of suspected fraud or where Newell Brands concludes that the purchaser has abused the Satisfaction Guarantee. We may amend or terminate the Satisfaction Guarantee at any time without notice. If you have any questions regarding whether a seller is an authorized seller of our products, please contact us at 1-877-724-8324.

Effective: February 1st, 2024