Frequently Asked Questions

Find info about Wacom Canada, the online ordering process, and Wacom products including pen displays, drawing tablets, pen computers, and accessories.

Didn’t find the question and/or answer that you were looking for? Find solutions or log a ticket for your specific issue directly at the Wacom US Support Portal or contact us now.

General

Who is Annex Pro and what is their relationship to Wacom?

Annex Pro is a value-added reseller in Vancouver, BC and an authorized retail partner for Wacom in Canada. Orders placed at Wacom Canada are fulfilled by Annex Pro, and the Annex Pro logo and/or brand will appear on correspondence related to your online order (email confirmations, invoices, bank statements, etc.).

If you have any additional questions, please contact us now.

What is an "Open Box" product?

  • Open Box products were previously sold but returned to us within 14 days per our return policy
  • We ensure these returned products are in great working condition before they are sold as an open-box item
  • Open Box products have not been refurbished
  • Original packaging may be damaged
  • You will receive the standard manufacturer’s warranty
  • Open Box products are non-refundable once we receive your order, so please double check product compatibility and your order details! If you are unsure of compatibility, please contact us before you order.

 

Online Ordering

Where can I find info about the Wacom product I want to buy?

  • Search for the model number or name of the product in the search field at top right of the home page
  • Find your product and scroll to find info about that product

 

Is the product I want to buy in stock?

  • Most products are stocked in various warehouses across Canada
  • If an item on your order is out of stock, we will contact you within 2 business days after you order to let you know
  • If unforeseen shipping delays occur, we will keep you updated on the estimated ship date
  • Most orders are cancellable if the product has not shipped. You can check the order status in your Wacom Canada Account under ‘Orders’

 

When will I receive my order?

  • We aim to ship your online order in 2 business days. For more info about processing times, multiple shipments, and tracking orders, please visit the Online Order Processing page.
  • To check your order status Log in to your Wacom Canada Account, Click Orders, choose the order number, then view the status and applicable tracking number(s)
  • If you financed your order with PayBright, order processing times are extended by 2 business days. When the funds are received from PayBright, your order will be released for processing

Can I pick up my order?

  • Curbside pickup is available only at our Vancouver location at 1485 Venables St.
  • Choose ‘Vancouver Curbside Pickup’ as your shipping method when you order online
  • You will receive an email from us when your order is ready for pickup – we aim to have it ready within 2 business days
  • Our operating hours are Monday – Friday 9am – 5pm PST
  • We are closed for all Canadian statutory holidays, including the week between Christmas and New Years Day
  • Note you may be required to provide identification upon pickup

Where do I find my order info and tracking number?

  • Your order info is automatically logged in your Wacom Canada Account when you place an online order
  • Log in to your Wacom Canada Account
  • Click Orders
  • Look for your order number and click to see more info
  • The tracking number(s) will be available when the item(s) are ready to ship

 

Can I cancel my order?

  • If your order has not shipped yet, we can usually cancel your order. Please contact us to request the cancellation.
  • If it has shipped, please refuse the shipment when the courier attempts delivery
  • If the order has already been delivered, please complete a Return Request form at the bottom of the Returns Policy & Process page

Can I return or exchange an item from my order?

  • Yes! We offer 14-day returns on most items at Wacom Store Canada
  • Products excluded from this policy can be found at the Return Policy & Process page
  • To begin the return process, complete the Return Request form at the bottom of the Returns Policy & Process page
  • We will respond to your request with the return instructions
  • Returned products are checked and tested to ensure like-new condition and to account for any accessories
  • Approved refunds will be communicated by email and the funds should appear in your bank account in 5-7 business days

Product & Technical

How do I register my Wacom device?

Most Wacom products run an automatic registration process.

  1. To begin, download the most recent driver here
  2. Connect your Wacom to your computer and follow the set-up wizard which will prompt you to register your tablet. You will need to create or log in to your Wacom Account to register.
  3. If you skipped the set-up wizard, open the Wacom Desktop Centre and select your tablet. A blue registration banner will be at the top of the page. Click the banner to register.
  4. Once registered, you will be able to download and activate the software* that is bundled with the Wacom device you purchased.*If your Wacom device is bundled with software, product registration is required to download software.

Important: Windows 7 Users

Microsoft has discontinued support for Windows 7 users and automatic updates. This can cause some computers to be missing an update that is required for the automatic registration process through the Wacom Desktop Center not to work correctly. If you are unable to register on Windows 7, make sure you have the latest update as described here.If you have the latest TLS protocol, and the issue continues, please contact Wacom support.

How do I find my Wacom serial or model number?

Depending on your Wacom device, serial and model numbers are found in different locations on your product.

For Wacom Intuos Pro pen tablets, the model number can be found on the bottom of the tablet. The serial number is located further down. See image below:

Wacom FAQ Intuos Pro

For Intuos pen tablets, you must remove the cover on the bottom of the device. Once removed you will see where the optional wireless kit can be installed, the spare nibs, as well as the model number and the serial number, beneath the barcode:

Wacom FAQ IntuosWacm FAQ intuos pen

For Cintiq Pro devices, when facing the rear of the display, the model number and serial number are found below the left support leg. The model number is next to the text reading “Model” and the serial number is next to the text reading “S/N”:

Wacom FAQ cintiqpro

For Wacom MobileStudio Pro devices, the serial number is located beneath the centre USB-C port on the side of the device, between the air vent. The model number is on the back of the device, below the Wacom name:

Wacom FAQ mobilestudiopro

For older models such as Intuos4, Intuos5, and Intuos Pro pen tablets, the model number is located next to the text reading “Model.” The serial number is located on the bottom of the tablet, beneath the barcode:

Wacom FAQ intuos5

For Cintiq 27QHD pen displays, the panel in the center of the back of the display, covering display connections, must be removed to view the model number and serial number. The model number is next to the text reading “Model” and the serial number next to the text reading “S/N”:

WACOM FAQ cintiq27qhd

For Cintiq 24HD, Cintiq22HD, and Cintiq 13HD pen displays, the model number and serial number are located on the back of the device, above and below the barcode. The display may need to be rotated or removed from the stand to access:

Wacom FAQ

How do I download a Wacom driver?

You need to install the Wacom driver software on your computer before your Wacom tablet will work. Depending on your device and operating system, you might need to install the DisplayLink driver software as well.

  1. Go to the Wacom Drivers Page.
  2. Search for the model and download the latest driver that corresponds to your computer’s operating system.
  3. Follow the prompts to finish installation.

Note: If the device display appears after you finish installing the Wacom driver software, you can start working with it. If the device display remains blank, then you need to install the DisplayLink driver software.

How do I install the DisplayLink driver software?

You need to install the Wacom driver software on your computer before the pen display will work. Depending on your device and operating system, you might need to install the DisplayLink driver software as well.

  1. Install the DisplayLink driver software.
  2. Go to DisplayLink downloads.
  3. Select your operating system.
  4. Click the download icon next to the latest driver that corresponds to your computer’s operating system.
  5. Follow the prompts to finish installation.
  6. The DisplayLink icon appears in your system tray or menu bar. Click it to adjust resolution, brightness, and other display settings.

How do I download Wacom software?

You need to install the Wacom driver software on your computer before the pen display will work. Depending on your device and operating system, you might need to install the DisplayLink driver software as well.

  1. Install the DisplayLink driver software.
  2. Go to DisplayLink downloads.
  3. Select your operating system.
  4. Click the download icon next to the latest driver that corresponds to your computer’s operating system.
  5. Follow the prompts to finish installation.
  6. The DisplayLink icon appears in your system tray or menu bar. Click it to adjust resolution, brightness, and other display settings.

How do I update Wacom driver software?

Check the drivers page and update your driver software regularly so that your Wacom has the latest features and functionality.

  1. Open Wacom Tablet Properties, and click About. Look at the top of the About window for your driver version.
  2. Go to the drivers page of Wacom Support, and check the version number of the Latest Drivers.
  3. If the version number of your driver is lower than the latest driver, click Download next to the driver for your computer’s operating system.
  4. Follow the prompts to update the driver software.

Note: Your Wacom will not work if you uninstall the driver. If you uninstall the driver, reinstall the latest driver from the drivers page so that your Wacom works again, with default settings.

How do I change Wacom pen nibs?

For optimized performance, always swap out your pen nib when it is approximately 1 mm (1/25 inch) or has a sharp edge.

  1. Grab the old nib and pull it out of the pen.You can also use the nib removal tool to remove your pen nib. There is a small hole in the pen stand, case, pen end, or pen holder depending on what was included with your device.Wacom FAQ NibReplace1                  Wacom FAQ NibReplaceHole
  2. Get a replacement nib and slide the end of the new nib straight into the barrel of the pen.
    Wacom FAQ NibReplace2
  3. Push the nib in slowly and firmly until it stops.

If you need extra nibs, you can buy them from the Wacom store.

Which software can be used with my Wacom device?

  • Most creative software can be used with Wacom devices if the app supports EMR pen technology
  • Some examples of popular creative software used with Wacom are ZBrush, Adobe, Autodesk, Clip Studio Paint, Krita

What is the difference between the Cintiq and Cintiq Pro?

  • Read our blog which compares the differences between Cintiq and Cintiq Pro!
  • The technical specs are provided in an easy-to-understand table for comparison

How do I find out if a product is compatible with my Wacom device?

  • Please see the product compatibility guide in the product info under applicable Wacom devices and accessories at Wacom Store Canada
  • Some parts and accessories are non-refundable. If you are still unsure, please contact us before you place your online order.

How do I access my free software offer?

  • Open the Wacom Desktop Center application.
  • Choose your device under ‘My devices’ (ensure the device power is on)
  • Choose ‘Redeem your software’
  • Log in to your ‘Wacom ID’ account
  • Register your device. There is a ‘How to register’ link which provides helpful tips to get you started
  • Choose ‘Software offers’ tab at the top of the Wacom ID page
  • Follow the download instructions for your software offers