Frequently asked questions

Here you will find answers to many frequently asked questions. If you still have questions, just contact us, we are happy to help!

 

 

Commercial aspects

First of all, of course: You ask, we answer!

Simply use our contact form, write us an e-mail to info@wallpen.com or call us at +49.2682.964000. We are looking forward to your inquiry.

 

Once you have decided to order your wallPen, we will send you an order confirmation together with a pro forma invoice. The production of your wallPen here in our factory in Germany starts after a deposit of 50% of the purchase price. The remaining 50% is due right before delivery.

Sure, and it is our great pleasure to welcome you! So we gladly invite you to visit us at our factory and experience the wallPen live. We are located in Germany, just one hour east of Cologne/Bonn Airport. Please contact us by using our contact form, via e-mail to info@wallpen.com or call us at +49 2682 964000 so that we can schedule your visit.

 

Due to the current Covid-19 pandemic we also offer individual online presentations without any obligation. Make an appointment and experience the wallPen live via webcam, let us show and explain every detail to you, just as if you were here with us in Germany, only via video, no matter where you are in the world.

 

Arrange an appointment with us.

We accept payments by international bank transfer and do also accept a letter of credit from your bank.

Depending on the current production load, we usually ship from stock up until 8 weeks after receipt of your initial payment.

wallPen delivers “ex works”, but optionally we also offer shipping to the destination airport (CPT). The costs for the CPT service depend on the respective country and region. We cooperate with a Swiss logistics company and we are happy to submit an individual offer to you. Air freight within Europe usually costs between 300 and 600 euros, international air freight is between 500 and 900 euros, plus 180 euros for shipping and packaging. Many customers from neighboring countries simply take their wallPen into their car after the training at our factory.

Sure! We ship by air freight within a few days.

You can order any part or item either from your distributor or directly from us.

service.wallpen.com is available to our customers as an advanced download and help desk system.

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

Yes, a printed 200 page manual is delivered with your printer.

The wallPen consists of:

  • the actual device
  • a vertical axis with a height of 1.8 m (5 ft 2″)
  • a 60 cm axis extension to reach a pressure height of 2.4 m (7 ft 9″)
  • 6 transport bags
  • 2 days training and certification for 2 people at the factory in Etzbach (Germany).
    • Alternatively: individual online web training
  • A 10″ Android tablet with wallPen app
  • wallPen Processor (RIP) software for Windows and macOS
  • Extensive printed English manual
  • UV safety glasses
  • various accessories
  • Ink for approx. 100 m² (1000 sq ft)

You also get one year full warranty, hotline, support, service and all software updates.

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.

You get what you pay for and most of the time when you buy cheap, you buy twice.

 

Why do we claim that?

 

You should think carefully beforehand and decide for yourself whether you want to start a professional business with professional equipment and support in the long term or whether you want to surround yourself with questionable Far Eastern technology that – admittedly – you can get very cheaply, but which at least does not correspond – at least to our understanding of quality and sustainability. If you want to work professionally, use should go for 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 equipment was so incredibly cheap and their business is now in great jeopardy. They have wasted a lot of time and money hoping to save a few euros or dollars per hour of operation.

 

You should consider that most professional printers spend much more for their machines, even though they are available in China for a fraction of the cost. Why is that? Because they think economically and in the long term and don’t just look at the cheap purchase price.

Nothing! This company has stolen many of our ideas and concepts, basically copied our machine and even illegally uses our protected brand name “wallPen” against our will. This company makes itself liable to prosecution in many respects and we can only urgently warn against buying such cheap copies both directly and through their partner network.

 

The danger for customers: Their device is not allowed to be operated legally, because it violates patent rights.

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 aspects

The wallPen runs with normal household AC voltage between 100 and 250V. The current consumption amounts to about a maximum of 200 watts during operation only – less than a conventional hair dryer. The idle current consumption is less than 40 watts.

Yes, it’s motor driven and integrated into the front axis.

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

The printer is equipped with an ultra compact Intel NUC system with in Intel i5 processor with 3.2 GHz, 240 GB SSD, 8 GB RAM, USB 3.0 and Gigabit Ethernet running Windows 10 Professional 64-bit.

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

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.

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 & rigid nylon mash bags (Made in Germany). Each bag can be carried by one person. The whole system fits in any middle class car.

Printing aspects

Height: The vertical axis is extremely flexible, since it can be extended in 10 cm steps. The lowest ceiling height to use the wallPen is 1,6 m (5 ft 2” ). Then the axis can be extended to reach up to 4 m (13 ft) print height.

 

Width: unlimited

 

Due to the inkjet technology limitations, there are certain margins to neighboring walls. These are 6 cm (2.3″) on the left, 10 cm (3.3″) on the right side, 22 cm (8.6″) below the ceiling and 14 cm (5.5″) above the floor.

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.

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.

Depending on your image we print in 185×185 dpi, 370×370 dpi, 370×600 or 370×720 DPI.

 

Generally most images are rasterized & printed in real 370 x 600 dpi. That sounds like relatively little, but don’t be dazzled by the competition’s fantasy figures. Real (!) 370×600 dpi on the wall is really awesome and definitely enough as wall prints are usually relatively large and are also viewed from some distance.

You can practicably process and print any graphic image, sketch or 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 Affinity Photo® on Windows or MacOS to prepare your images. The wallPen Processors works on .tif and .png files.

From 0,8 (8.6 sq ft)/h to 4 sq m (86 sq ft)/h according to selected quality and resolution. There’s no clean up beforehand or afterwards needed.

Specially formulated, plastic-like, low-odor wallPen UV ink made in Germany. Ink is provided in 200ml bottles and ink refill can be done easy and quickly anytime – even while pausing a print – with supplied syringes.

UV Ink can be stored for at least 12 months after delivery.

Since the ink can be refilled quickly and cleanly at any time, there is practically no limit to the amount of ink you can use. As far as the price is concerned, experience has shown that the cost of ink usually varies somewhere between 2 and 6 euros per square meter.

Sure! If necessary, ink is simply sucked out of the bottle of the required color with a syringe and refilled clean and drip-free into the tank via a connection hose. By doing so we do hardly waste any ink – unlike most other systems!

 

We highly recommend to use wallPen ink only. The use of other ink voids any warranty.

The ink holds its quality 2+ years outdoor and 5+ years outdoor with a transparent UV coating.

We guarantee the ink to last at least for 12+ years indoor.

 

It is instantly scratch proof any dry.

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.

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 (Windows or MacOS) to process and prepare the image in a .wallpen file. Both programs are included with any order.

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.

 

You can´t believe that the setup is possible in 5 Minutes?

 

See here for yourself...

 

 

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.

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!

There are several ways of operation. On the one hand, the device can be operated securely and conveniently via an internal Wi-Fi 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 aspects

If you have any questions or problems concerning the wallPen, please contact your distributor or wallPen directly. Many technical questions are also answered in the FAQ section of the help desk at service.wallpen.com. You get full access as a wallPen customer.

The price of the wallPen includes the warranty for one year, and also hotline and software updates. During this time 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 3 more years. Customers without a maintenance contract will be charged for any costs incurred after the warranty period.

Sure! The wallPen includes one year of full warranty, hotline, support, service and software updates. An optional service & support upgrade up to four years in total is available on request.

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.

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.

 

The print heads we use are available online, cost about 240 Euro each and can be exchanged by yourself within a few minutes.

Most spare parts are shipped from stock. Accessories (like custom build axis extensions) may take up to 30 working days if not in stock.