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Frequently Asked Questions

Order

How can be ordered?

First of all, of course: You ask, we answer. If you have decided to order your own WallPen®, we will send you an order confirmation and a pro forma invoice. The production of your device here in the house begins after deposit of 50 % of the purchase price. The remaining 50 % are due before delivery.

May I visit the factory?

Sure, and it is our pleasure to welcome you! So we gladly invite you to visit us here at the factory and experience the WallPen® live. We are located in Germany, just one hour east of the Cologne/Bonn Airport. Please contact us by email and schedule your visit.

How can be payed?

We accept payments by international bank transfer, if required secured by a letter of credit.

How long does it take until your WallPen® arrives?

Depending on the current production load, we ship usually between 4 to 8 weeks after receipt of your initial payment.

How much is shipping?

WallPen® delivers "ex works", but we optionally do also offer shipment to the destination airport (CPT). The costs for the CPT service depends on the country and region. We cooperate with "Ipsen Logistics" and we are happy to submit an individual offer. Air freight within Europe normally costs between 500 and 700 euros and international air freight between 600 and 1.100 euros, plus 200 euros for shipping and packaging. Many customers from neighboring countries simply take their WallPen® with them in their car after training.

Can it be shipped worldwide?

Sure, by air freight within a few days.

How to order ink and accessories?

You simply drop us an Email to info@wallpen.com and we will prepare the required items for shipment as soon as possible.

Where can replacements be ordered?

You may order any part or item required either by your distributor or directly thru us.

Is there a support system?

my.wallpen.com is available to our customers as an advanced ticketing and helpdesk system.

What about taxes?

The customer shall pay the taxes, duties, fees and charges incurred in his country.

Is there a manual?

Yes, this is delivered as a PDF document with the machine.

What does an order include?

The WallPen® itself comes with a vertical axis suitable for 1.6 m (5 ft 2”) and 2.4 m (7 ft 9”) total printing height, 6 carrying bags, 3 days of training and certification for 2 persons, an Android 10“ tablet with the WallPen® App, the WallPen® Image Processor (RIP) software and a PDF manual, UV protection glasses, various accessories, ink for about 100 sqm (1079.3 sq ft). Also you get one year of full warranty, hotline, support, service and software updates.

All well and good, but what does the WallPen® cost?

You get the WallPen® in many countries directly from the factory in Germany, but in many regions we distribute through partners who are responsible for training, service and spare parts. Therefore, the price of the WallPen® may vary according to country and region, depending on the type and scope of the services of the local partner. 

Please make it easy and send a short request to info@wallpen.com and we will be more than happy to inform you about availability, prices and conditions in your region.

Oh, by the way: In many countries the purchase of the WallPen® as an innovative new technology is subsidized up to 100% by local governments. Especially in the EU! ;-)

All bullshit! I buy a cheap printer from China and save a lot of money.

If you really think so, go ahead, but please don't forget: if you buy cheap, you buy at least twice.

You should think carefully before and decide for yourself whether you want to run a professional long-term business with professional equipment and support or whether you want to surround yourself with questionable Far Eastern technology, which you can get really cheap but which does at least not correspond to our understanding of quality and sustainability. If you want to work professionally, use professional tools.

So please ask yourself:

  • - What if something doesn't work as expected?
  • - What if spare-parts are missing?
  • - What if your software suddenly stops receiving updates?
  • - What if you really and sadly need help?
  • - What if the results are not as expected?
  • - What if your neighbor suddenly owns a WallPen and steals your show?
  • - What if your customer does not accept solvent ink in his home?


Most customers with these machines find out the hard way why their device was so incredibly cheap and their business is now in grave danger. They wasted a lot of time and money hoping to save a few euros or dollars per hour of operation.

You should ask yourself why professional printers still spend hundreds of thousands of dollars on machines, even though they are available in China for a fraction of the cost. Why? Because they think economically and in the long term instead of just cheaply.

In general, a wall printer is not a trivial technology. It is a complex technical device and requires good training, constant maintenance and often also a competent and helpful hotline. So please do not underestimate: A wall printer is not plug and play and you definitely need help and service every now and then.

The WallPen® is not just a printer, it is a complete solution. Top-quality components, high-end service and reliable over years operation has its price. Who once had to do with quality and service from the Far East knows exactly what is meant here.

So the WallPen® is not a toy, but a mature and professional solution to run a successful and profitable business for many years. And thus worth every cent.

Is the WallPen® subsidized by the government?

Most likely yes. In many countries, governments are strongly promoting new and innovative technologies such as the WallPen®. However, the type and availability of funding programs varies widely in different countries around the world. Many regions of the European Union, for example, offer innovative technology funding with grants of up to 100%!

Please inquire at state institutions about the possibility of grants and subsidies.

Technical specifications

Is a special power let in needed?

The WallPen® runs with normal household AC voltage between 100 and 250V. The current consumption amounts to about a maximum of 900 watts during operation only – less than a conventional hair dryer. The idle current consumption is less than 40 watts. 

Is there a steering?

Yes, it’s integrated into front axis.

Can the printer level out unevenness?

Yes, there is a leveling in the rear axis which levels surface unevenness.

What hardware is used?

The printer is equipped with an ultra compact Intel NUC system with in Intel i5 processor with 3.2 GHz, 240 GB SSD, 16 GB RAM, USB 3.0 and Gigabit Ethernet running Windows 10 Professional 64-bit.

How much does the WallPen® weigh?

Overall it weighs 90 kg (198 lbs) divided in 6 portable bags. The heaviest bag weighs 25 kg (55 lbs) an can easily be carried and stored.

What about irregulations on the wall? Is there a fine tuning?

There’s a built in laser sensor for wall preview which can regulate up to 10 cm (3.3 in) head justification for wall unevenness.

Is the printer mobile?

Yes, of course! It’s easily setup and demount in to 6 parts in minutes. They can be stored and transported in the included sturdy nylon mash bags (Made in Germany). Each bag can be carried by one person. The whole system fits in any middle class car.

Printing process

What are the limits on format?

Height: 1,6 (5 ft 2” ) to 4 m (13 ft) height
Width: unlimited
Margins: left /right/top/bottom 6/9/25/17 cm(2.3/3.5/8.6/6.6 in).

How does the WallPen® operate?

The vertical print operates with four separate DOD-Inkjet (Drop-on-Demand) print-heads using CMYK (Cyan, Magenta, Yellow, Black) colors. The device drives automated on a steered patented platform on wheels laser-sensor controlled along the wall without rails.

Which backgrounds/substrates can be printed?

We use a very resistant plastic-like UV ink, that cures immediately under the integrated UV curing lamp and can almost be used on any kind of substrate. So Plaster, wallpaper, wood, brick, paint, stone, plastic, glass, most tiles and many more are proven and work very well.

What’s the print resolution?

Depending on your image we print in 185x185 dpi, 370x370 dpi or 370x600 dpi. 

Generally we raster & print everything in real 370 x 600 dpi. That sounds like relatively little, but don't be dazzled by the competition's fantasy figures. Real (!) 370x600 dpi on the wall is really awesome and definitely enough.

Which formats can be printed?

You can practicably process and print any graphic image, sketch ode picture, no matter if raster or vector. So AI, EPS, TIF, PNG, JPG, BMP are all right. You shall use a graphic software like Photoshop® or Gimp® (Freeware) to prepare your images. The WallPen® Image Processors works on .tif files.

How long does it take to print an image?

From 0,8 (8.6 sq ft)/h to 4 qm (43 sq ft)/h according to selected quality and resolution. There’s no clean up beforehand or afterwards needed.

Which ink is used?

Specially formulated, plastic-like, low-odor WallPen® UV ink made in EU. It comes in handy plastic bags which are easy to install.

How long does the ink last?

Ink lasts at least 9 months after delivery.

How many sqm can be printed with one set of CMYK ink?

Highly depending on the images, the average area is usually 20 to 60 square meters. Experience has shown that the cost of ink usually varies somewhere between 2 and 6 euros per square meter.

Can colors be exchanged separately or be replaced by other colors?

Remaining ink in a bag can be simply squeezed into another bag and so be reused. Unlike other systems, there is hardly any waste of ink. We highly recommend to use WallPen® ink only. The use of any other ink voids your warranty.

Is the printed image UV resistant, scratch proof and durable?

The ink holds its quality 3 - 6+ years outdoor and 12+ years indoor with transparent UV coating. It’s also instantly highly scratch proof.

I am tired of a print. Can I remove it again?

Of course! On glass with a ceramic field scraper or a razor blade. Otherwise, a print can be painted over in two or three layers at any time. It is only necessary to sand wood or, as with metal or concrete, to work with sand or glass bead blasting technology.

Which software is used?

The printer is operated by using the unique WallPen® Android App. The WallPen® Raster Image Processor (RIP) is used on an external PC or laptop to process and prepare the image in a .wallpen file. Both programs are included with any order.

How does the setup work?

You travel with a conventional car to your customer and carry the six bags of the WallPen® from the vehicle to the place where you want to print. You assemble the components within 5 minutes, load the image and start printing.

I want to print text & logos. Is this an issue?

Not at all! The WallPen® is ready in minutes and prints even small text and colored logos next to and onto doors and hallways. The device is the ideal signing solution for any kind of office or in hospitals, hotels and many other facilities.

I have just an old paper template. Can I print it?

With a simple flatbed scanner we have already achieved fantastic results by scanning with high resolution. The processing and printing of old templates, drawings, sketches, photographs or paintings work wonderfully and the results are really outstanding. 

From any paper to oversized artwork on the wall!

How to operate the WallPen®?

There are several ways of operation. On the one hand, the device can be operated securely and conveniently via an internal WLAN network and the supplied tablet. On the other hand, it is also possible to connect an Ethernet cable directly to the device and thus operate it from a laptop with a cable. 
According to your personal taste. 

Repair & Service

Where can support be found?

If you have any questions or problems concerning the WallPen®, please contact your distributor or support@wallpen.com. Many technical questions are also answered in the FAQ section of the helpdesk at my.wallpen.com. You get full access as a WallPen® customer.

How much does support cost?

The price of the WallPen® includes the warranty for the first year, and also hotline and software updates. In the first year you are fully secured in case of questions or issues. For the period after that we offer an optional maintenance contract. It costs 0.5 % of the purchase price per month and can be completed up to 48 months. Customers without a maintenance contract will be charged for any costs incurred after the warranty period.

Is there a warranty?

Sure! The WallPen® includes one year of full warranty, hotline, support, service and software updates.

Is there an insurance?

Countries and regulations are too different to offer a general insurance. It is best to ask your local insurance partner whether they can offer you insurance for the WallPen®.

How long do the print heads last?

The service life depends largely on handling, maintenance and care. With appropriate caution, a head can last for several years.

If one should fail, this is no end of the world: It can be exchanged separately, since we do not use combination heads, as most of our competitors do. There is a separate head for each of the four colors. 

Our heads are available online, cost about 200 Euro each and can be exchanged by yourself within a few minutes.

How long do replacements need to ship?

Most spare parts are shipped immediately. Accessories (like custom build axis extensions) may take up to 8 to 10 working days.