Below are some of our most frequently asked questions. Don't see your question below? Contact us!
Q. To find a store nearest you.
A. Contact us at our toll free number 800-541-5877 to speak to a customer representative.
UCHIDA OF AMERICA, CORP.
3535 DEL AMO BLVD., TORRANCE, CA 90503
Tel: (310)793-2200 or toll free (800)541-5877
Fax: (310)793-2210 or toll free (800)229-7017
Q. I can't find the product I'm looking for at my local craft store.
A. Visit our website or call us at 1-800-541-5877 to speak to a customer representative for a store nearest you.
Q. Do you ship products internationally?
A. No, currently Marvy Uchida USA do not ship internationally. Shipments are made within the contiguous United States only. For international orders, please contact our office in Japan at Marvy Uchida Japan
Q. What are your Holiday Schedule?
A. Holiday schedule is listed under SHIPPING & RETURNS
EMBOSSING HEAT TOOL
Q: What is heat setting?
A: When a product calls for "heat setting", it means a heat source is required to bond, melt or dry the product on to the material.
For fabric: Use an iron to set the paint on the fabric using the manufacturers recommended temperature setting for that specific fabric. Before ironing, place a piece of cotton fabric or cloth over the painted area. Then iron on top of the fabric/cloth. This will prevent any burning of the painted area and plus keep the bottom of your iron clean. Use caution when ironing. Can cause severe burns.
For paper: Use a heat tool to set or dry the paint on the material. Heat tool can become extremely hot so use caution when using. Adjust height levels to avoid burning, melting of material, or overheating of the device.
Q: Why does my heat tool smell or smoke when I turn it on?
A: Sometimes there are residual oils or dust on the coils after manufacturing. These are burned off when the heat tool is turned on. It is only temporary. After a couple of uses, the smell and smoking should stop. If it still seems to persist, please contact our customer service representatives for further advice.
Q: How to hold a heat tool properly.
A: When you pick up the heat tool, make sure your hands are not covering the vents. If any part of the vents gets blocked, the heat tool will overheat and shut off.
Q: I am holding the heat tool properly but it shut off and stopped working. What happened?
A: The heat tool overheated. Heating too close will also cause overheating. To prevent overheating, make sure the nozzle of the heat tool is at least 3 inches away from the area. Using it too close causes the nozzle to heat up and the heat tool to shut down. Once this happens, it is no longer functional. Please contact customer service at 1-800-541-5877 for any inquiries regarding this matter.
DECOCOLOR® PAINT MARKERS
Q: How do I remove DecoColor® Paint?
A: Removal of DecoColor® paint will vary depending on the type of surface it is used on. Mainly nonporous surfaces have better results when DecoColor® is removed from it. A remover is now available.
- Skin: DecoColor® Remover can be used to take off paint from skin.
- Fabric: Cannot be removed from fabric. This includes carpet, upholstered furniture, unfinished leather/suede and clothing. The material absorbs the paint.
- Plastic: Use DecoColor® Remover to take off DecoColor® paint.
- Ceramic and Glass: Use DecoColor® Remover to take off DecoColor® paint. Works great on nonporous surfaces.
Q: My DecoColor® paint marker nib is all dried up. What can I do?
A: Replacement nibs are available online for the DecoColor® paint markers. All sizes are available.
Q: How to avoid blotting?
A: Altitude and environmental conditions may cause blotting. To avoid blotting, position nib upward and depress it before initial use.
Q: What does heat set mean?
A: Heat set means to apply heat with an iron. Heat set the drawing with an iron according to the manufacturer's ironing temperature recommendation for that type of fabric. The best way to do this is to place a piece of cotton fabric on top of the drawing so that the paint does not burn onto your iron when you press it. Press the iron over the drawing several times. This will bind the paint to the fabric. Your drawing is set.
BISTRO CHALK MARKERS
- Test on a small area first. Results may vary depending on surface type.
- Always condition your chalkboard before using. Here is a video on how to condition your chalkboard before using markers.
- Here are 3 easy ways to remove chalk marker.
Q: Why do I have to condition my chalkboard?
A: Conditioning your chalkboard will fill in the porous spaces and coat the absorbent areas of the board. Residual images from chalk or chalk ink will be much less when the board is seasoned.
Q: How do I condition my chalkboard?
A: Take chalk or a chalk marker and rub it all over the chalkboard. Then wipe it off with a chalkboard eraser for chalk or a slightly damp cloth for chalk marker ink. With chalk marker ink, let it completely dry. Then wipe it off with a damp cloth. Your surface is now ready to write on. Watch our handy instructional video.
Q: How do you remove Chalk Markers from a chalkboard?
A: Here are a few techniques for removing chalk marker inks. You can also watch our video.
- Take a damp cloth and wipe it off.
- If your chalkboard is porous, then take a wet sponge and wipe it off. Make sure to saturate the area so that the liquid goes into the pores. Then wipe off. It may take several attempts.
- You can use a window cleaner and cloth to remove chalk marker writing.
- Try using a damp melamine sponge to remove it. Then wipe it off with a damp cloth.
- Try seasoning your chalkboard again (see "How do I season my chalkboard"). This should lessen the residual image.
Q: What type of surface can I use Bistro Chalk Markers on?
A: Non-porous, nonabsorbent smooth surfaces are recommended. For example whiteboard, light board, glass, metal, plastic, glazed ceramic, chalkboard labels, and seasoned chalkboards.
Avoid using it on chalkboard paint painted chalkboards. They tend to be more porous and absorbent and would be a little difficult for removing the chalk marker ink from it.
Q: I tried everything to remove the chalk marker ink from my chalkboard. It does not completely come off. There is still a residual image of it on the chalkboard. What do I do next?
A: The surface of the chalkboard must have been porous or absorbent. Most likely you will have to repaint the surface with chalkboard paint.
Q: There is a slight residual image on my chalkboard?
A: A slight residual image is normal. Try seasoning the board with chalk or chalk marker. With use, the residual image will gradually blend in.