The following is a list of our most Frequently Asked Questions:
How To Install Videos
Consumer Affairs Contact Information
Please follow this link: Mattel Customer Support
Cork and Cork Boards
Cork is a natural substance harvested from the Cork Oak tree. It is essentially the bark of the tree. It is a highly sustainable resource with very little industrial processing needed to create a finished cork product.
Dry Erase Boards & Dry Erase Markers
Dry erase boards, and particularly the dry erase surface of the board, should be cleaned only with dry erase wipes, board cleaner, or a damp wet cloth. Abrasives or other chemical cleansers should not be used.
Dry erase boards are designed to work with dry erase markers. However, some board surfaces work with regular or dry erase crayons as well. Look for specially marked boards in our learning line that work well with crayons as well as dry erase markers.
Although not guaranteed to work, we have found that regular markers or even permanent markers can sometimes be removed from dry erase boards using a dry erase marker! We recommend you try tracing over the stain on the board with a fresh dry erase marker, then erasing. In many cases, this will mostly or completely remove the stain.
Dry erase marker formulations vary greatly from manufacturer to manufacturer. Different dyes and other components can radically change dry erase performance. Our boards are designed to work best with our branded markers. We have a full line of dry erase markers in many different colors, styles, and options to suit your needs.
In this case, our advice is similar to what we suggest for accidental permanent marker stains on the dry erase board. We recommend you try tracing over the stain on the board with a fresh dry erase marker, then erasing. In most cases, this will remove the old dry erase marker stains.
Dry erase markers generally are sold sideways (horizontal), and we recommend they be stored that way as well. Many of our boards come with a clip at the top to store your marker horizontally. On larger boards, there is often a marker tray included to install at the bottom of the board. Storing the markers horizontally will prolong their useful life and result in the best long-term performance of your product.
Regular dry erase markers will not work optimally on our black surface dry erase boards. These boards usually come equipped with 1 neon wet erase marker. You can use any wet erase markers or our neon dry erase markers with these boards.
The marker that came with my black dry erase board has a white tip and isn’t working. What should I do?
Typically, wet erase markers come with a white tip and in order to get the ink flowing for the first time, you need to push the tip down and pump it several times on a flat surface (other than the board) until the ink begins flowing. Usually, the marker ink will lay down on your board relatively transparent; but, once the ink dries, it will become more opaque. Also, once the ink dries, it will not smudge, smear or erase with a regular felt eraser. You will need to use a damp cloth or liquid board cleaner to remove the ink.
Hardware and Mounting
My board didn’t come with the necessary mounting hardware. What should I do?
Please contact our consumer affairs department via one of the methods mentioned on this website. We will do our best to get you the correct mounting hardware. Please be prepared to provide as much information as you can about the item board size, where you purchased the board, any codes or numbers on the back of the board, and the item number or UPC from the package or your receipt, if available. All these pieces of information will help us to identify the correct hardware for your board.