Do you have questions regarding your customer account or to an order at Neuland.com?

You may find here your answer. If not, please do not hesitate to contact us.


How can I delete my account?

Please fill out our contact form and state a reason. This process can’t be undone.

Where do I enter my internal order number?

Enter your internal order number in the checkout under step 3.

How do I redeem my online points?

You can redeem your online points in the shopping cart with the slider control. Get more information here.

I’ve forgotten my password?

Please fill out the form. After you submitted it a new password will be generated and sent to you by e-mail. Please be patient! This can take a few minutes. If the form is sent multiple times, a corresponding number of passwords will be generated. If you still don’t receive the password, please check your spam folder. Of course you can change the automatically generated password according to your wishes.

Which browser should I use?

For convenient surfing on neuland.com we recommend the latest versions of the browsers Google Chrome or FireFox.

Where can I find Neuland distributors?

Neuland works with distributors all over the world. A list can be found here. If you can’t find a sales partner on site, please contact us.

Are there local stores?

Currently they don’t exist. You can order online, by email and by phone or shop directly in Eichenzell.

Where can I redeem my voucher?

In the shopping cart or the check-out voucher field.

What's a Shopping List?

Shopping Lists allow to save single items or the whole shopping cart. These list can be viewed in your account. 

The privacy setting allows you to enable public Shopping Lists, to share via social media channels like Facebook, Instagram or Twitter, or via link. Shared shopping carts can then be taken over with a single click, or alternatively individual items can also be selected.
Please note: As soon as you upload a Shopping List into your shopping cart, the previous content of the cart will be overwritten.

A visual instruction can be found here.

How do I change my e-mail address?

Your e-mail address serves as a login for the Neuland Online-Shop. In combination with your secret password, it is the key to your customer account. Change your e-mail address under "Personal data" in your customer account.

Where do I enter my VAT ID as an EU customer?

Please enter it in the billing address in the field "Company VAT No." which starts with your country code without commas, spaces or dots. Please note that the VAT No. no must match the company name, legal form and location of the billing address.

How do I get an offer online in the Global-Shop?

Place all selected products in the "shopping cart" and send us your offer request via the button "send offer request”. As soon as we receive your request, the shipping costs will be calculated and added. Then you can continue your order and complete the payment. Please note that in some cases this may take a few days because we’re looking for the best possible delivery option. You will receive an email from us once your order can be completed online. If certain import policies apply in your country, they will be discussed with you in advance.

Once you submit your request, it is not possible to change, add or omit any products. Should a change be desired, please send us a new request. Get more information here.


Order & delivery

Is there a minimum order?

No. However, there’s always a shipping fee.

Do you sell vouchers / gift cards?

No. For technical reasons we can’t offer vouchers.

Where can I find Neuland distributors?

Neuland works with distributors all over the world. A list can be found here. If you can’t find a sales partner on site, please contact us.

Are there local stores?

Currently they don’t exist. You can order online, by email and by phone or shop directly in Eichenzell.

Can I get express delivery?

Currently this is only possible within Germany via DPD or DHL (delivery within 24 hours, until 18 o’clock, only on weekdays, SAT / SUN / holidays excluded).

Can I track my shipment?

You can track your parcel deliveries and freight shipments "My Account > My Orders > Details > Shipment Tracking Link".

Several bank accounts are specified. Which account should I transfer to?

Our service for you: for cost-effective transfers we offer several accounts / banks.
For international payments in any other currency than Euro, to make use of the Deutsche Bank account. For all Euro payments to use the Sparkasse bank account.

How do I receive my invoice?

You will receive your invoice by email after completion of your order. You can enter a fixed recipient address for invoices in your customer account under "Invoice / Delivery".


Imprinted Neuland Markers

Is it possible to get own (used) markers imprinted by Neuland?

No, we only imprint new Neuland Markers. The markers have to be pretreated to ensure a long-lasting print.

Is the print waterproof/abrasion-resistant?

Yes, the print is both waterproof and abrasion-resistant. The print has passed several tests. Long-term results are not available yet.

Can I develop a design together with Neuland, or do I need to send in a finished design?

If there’s no printable data available, we’re happy to offer you our Graphic Service, which is subject to a charge (72.00 €/hour).

What does „CMYK“ and „standard print color“ mean?

CMYK = standard color model in industrial printing
The letters signify the 4 different colors: C = cyan / M = magenta / Y = yellow / K = key (black)

What are our standard print colors?

The standard print color depends on the color of the marker’s housing and is either black or white.

Can I choose the basic print?

No, you can’t choose the basic print. As we’re currently switching from text to icons, there are both markers with text as basic print and markers with icons as basic print included in our range. Until this process is completed, you may receive both versions.

It’s possible that one order includes markers with both basic prints. The different versions don’t have an impact on quality or price.

How long is the delivery time?

The delivery time depends on the order quantity.

The markers are usually delivered within 2-3 weeks after receiving and approving the printable data. Please contact our sales team for a quote with possible delivery date.

Which format should my logo have?

Data format: EPS, AI and vectorized (fonts converted to paths)

What if you don’t have the right format? We offer a Graphic Service for this purpose on request.
You may upload the following unprintable formats: PDF-X3/-X4, TIF or JPG, with min. 300 dpi resolution

Is there a minimum order quantity?

Yes. The minimum order quantity amounts to 100 pieces of one marker type. Important: They all have to have the same print.

OK: => 100 No.One with www.neuland.com in orange
Not OK: => 20 No.One; 20 BigOne; 10 FineOne with www.neuland.com in orange
One marker type and identical logo x 100 = minimum order quantity
You can choose different ink colors (e.g. 100 No.One: 40x black, 20x red, 20x blue, 20x green)

Is it possible to receive a print review?

Yes. As long as we’re provided with a printable format, we’ll create a PDF file with a print review for you at a charge of 10.00 €.

Is it possible to receive a „sample marker“ in advance?

Yes. Producing a sample marker is subject to a charge and not eligible for discount.
Sample marker with text = 50.00 €/pcs. excl. VAT
Sample marker with logo = 50.00 €/pcs. excl. VAT



I can’t find spare parts online. Do you sell them?

Spare parts are not sold online. Please contact your sales team.

How do you pack the V3 into the bag?
Can I also order empty cases / bags?

Basically, you can purchase almost every case / bag empty. A selection can be found here.

For more information, please contact our sales team.


Markers & More

Can I write on paper with whiteboard makers? Can I use markers for paper on whiteboards?

Whiteboard markers bleed heavily through paper and quickly get empty. Possibly the tip also wears off quickly. Avoid writing on whiteboards with markers for paper. They possibly smear and are difficult to remove.

The Outliner is clogged. What can I do?

The outliner has a different ink composition that can cause clogging if residual ink remains in the needle or the bulb (rinse the needle with water after each use to prevent residual ink from remaining in it).

What’s the difference between the "normal black" and the Outliner?

The Outliner (color code: 010) has a special water based ink that doesn’t smear or blur when painted over with another marker. It’s particularly suitable for contours that remain clean and sharp when colored afterwards. Otherwise with the black lines of the "normal black" (color code: 100), they can quickly become blurry and dirty after subsequent coloring.

Find here an explainer video in our YouTube channel.

Is the BigOne also available as a WhiteboardMarker?

No. Many customers buy the empty marker and fill it with whiteboard ink (but we can’t guarantee).

What’s the shadow marker?

This means the color “grey“ (color code: 101). Mostly the Neuland BigOne® is ordered.

Answer not found?
Use our contact form to ask us your question. Customer Support
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