Support

 

Need help downloading a drawing tutorial? 

 Try downloading your movie files with the new direct download beta.

Use the email address and password in the instructions you received by email after your purchase.

 

Didn’t find what you were looking for?

Diane is more than happy to help answer questions and provide support by phone or email. She will do her best to answer email messages and voicemails within 24 to 48 business hours. Diane is here from 9am to 5pm Eastern Standard Time, Monday through Friday. 

You may email support@fivepencilmethod.com or call 800-640-5888 (inside the US) or 423-800-0225 (outside the US).

 

 

 

 


 

 

The free drawing lessons...

  

Where can I sign up for the free drawing lessons?

You can sign-up for the free tutorials by visiting the tutorials page on the 5-Pencil Method website or by following this link:

www.fivepencilmethod.com/tutorials/lessons/

 

Are the free drawing lessons really free?

Yes, one-hundred-percent. You are welcome to watch any and all of the videos on the website or on Darrel’s YouTube channel without any fear of ever being charged for doing so. You can be assured that these videos are provided at no cost to you and you can watch them whenever you’d like.

You may also choose to continue with Darrel’s drawing lessons by purchasing tutorials. Of course, you may choose not to purchase anything. It is totally up to you. You are never obligated to purchase anything.

If you choose to purchase any further drawing lessons they are available in the 5-Pencil Method store.

 

I signed up, but I’ve never received the free lessons.

The five free lessons are sent out by an automated system.  Although the system works well, sometimes lessons are lost or placed in an email spam filter by your Internet Service Provider or email program.

However, the 5-Pencil Method website automatically releases one new tutorial for you to watch each day, until you’ve seen the entire course.  Even if you don’t receive an e-mail about a new lesson, feel free to visit the tutorials page to see if you have a new lesson to view.  The tutorial page can be found here:

www.fivepencilmethod.com/tutorials/lessons

If you’re still having trouble viewing the lessons, please send us a detailed e-mail about the problem you’re having. In the e-mail, please include what browser and browser version you are currently using. This will help the 5-Pencil Method support team decipher the problems more easily.

 

Have I received all of the free lessons?

Darrel’s free online drawing course includes a total of five lessons. The first set of lessons go over each of the materials used in his method and can be found by following this link:

www.fivepencilmethod.com/tutorials/lessons

The second, third, fourth and fifth lesson can be viewed under the tutorials tab by clicking on free lessons. You will automatically be able to view a new lesson each day, so even if you don’t get an e-mail, feel free to visit the free lessons page so you can see if you have any new free lessons to view.  The free lessons page can be found here:

www.fivepencilmethod.com/tutorials/lessons/

The five lessons are all included as part of the free online drawing course. Beyond these five lessons, Darrel has over 80 free tutorials on his YouTube channel that you are more than welcome to watch at no cost as well. The 5-Pencil Method YouTube channel can be found by visiting:

www.YouTube.com/5pencilmethod

 

The free tutorials are not playing for me.

Although we can’t be sure what is going wrong with the drawing tutorials in each case, here is something you might try to get the video to work.

Some people have said they had to refresh the page when a video didn't load the first time. You might try that. Be sure to wait at least 30 seconds to a minute after loading the page and clicking on the "Play" button as the videos may take a little while to begin playing sometimes.

For more information about troubleshooting the videos, take a look at this YouTube help page.

 

What happens after I finish the free drawing lessons?

The free drawing lessons will give you all of the concepts that the 5-Pencil Method is based on.

There is additionally a growing library of free videos, offering more tips, tricks and critiques for using the 5-Pencil Method on the 5-Pencil Method YouTube channel.

After you have watched the free tutorials, you may decide to continue with the 5-Pencil Method drawing lessons through the DVD or downloadable tutorials that are available for purchase. Of course, you may choose not to purchase anything. It’s totally up to you; you will never be obligated to purchase anything.

If you choose to purchase any further drawing tutorials, you can check out what is available in the 5-Pencil Method store.

 

How can I find Darrel’s YouTube channel?

Darrel’s YouTube channel’s name is “5PencilMethod.”  His channel can be found by following this link:

www.youtube.com/5PencilMethod

 

Can I get a free personal drawing lesson from Darrel?

In reality, the saddest part for Darrel about sharing his drawing techniques with a wider audience has been the fact that he simply doesn’t have enough hours in the day to respond to every single request he receives for personal assistance.

Darrel has had to limit any personal responses to those he gives out on his Facebook page and through the 5-Pencil Method Community, since by doing so in a public forum allows it to benefit everyone who is asking the same questions.

 

Does Darrel teach classes or workshops that I can attend?

Hello 
I am glad you are enjoying Darrel's drawing videos. 
He has been keeping so busy filming that he has had to limit his teaching to the free videos that are online and the DVDs he is producing for purchase since this allows his lessons to reach a much broader audience.
Darrel has a few students that have been with him for a long time, however, he is currently not accepting any new students. 
There will be new free videos added to the website and new DVDs coming out as soon as they are produced. 
If you would like to have Darrel notify you about new free videos and DVDs, be sure to enter your email address in the box at the bottom of the page at http://www.fivepencilmethod.com/
If you're interested in the DVDs that are currently available, you can find more information here:
http://www.fivepencilmethod.com/store/
Thanks,
Debbie

Hello 

 

I am glad you are enjoying Darrel's drawing videos. 

 

He has been keeping so busy filming that he has had to limit his teaching to the free videos that are online, his online class, and the DVDs he is producing for purchase since this allows his lessons to reach a much broader audience.

 

Darrel has a few students that have been with him for a long time, however, he is currently not accepting any new students. 

 

There will be new free videos added to the website and new DVDs coming out as soon as they are produced. 

 

If you would like to have Darrel notify you about new free videos and DVDs, be sure to enter your email address in the box at the bottom of the page at http://www.fivepencilmethod.com/

 

If you're interested in the DVDs that are currently available, you can find more information here:

 

http://www.fivepencilmethod.com/store/

 

Thanks,

DebbieHello 

 

I am glad you are enjoying Darrel's drawing videos. 

 

He has been keeping so busy filming that he has had to limit his teaching to the free videos that are online, his online class and the DVDs he is producing for purchase since this allows his lessons to reach a much broader audience.

 

Darrel has a few students that have been with him for a long time, however, he is currently not accepting any new students. 

 

There will be new free videos added to the website and new DVDs coming out as soon as they are produced. 

 

If you would like to have Darrel notify you about new free videos and DVDs, be sure to enter your email address in the box at the bottom of the page at http://www.fivepencilmethod.com/

 

If you're interested in the DVDs that are currently available, you can find more information here:

 

http://www.fivepencilmethod.com/store/

 

Thanks,

Debbie

Darrel has had to limit his teaching to the free videos that are online and the DVDs he is producing for purchase since this allows his lessons to reach a much broader audience. He has a few students that have been with him for a long time; however, he is currently not accepting any new students. 

There will be new free videos added to the website and new DVDs coming out as soon as they are produced. If you would like to have Darrel notify you about new free videos and DVDs, be sure to enter your email address in the box at the bottom of the page at http://www.fivepencilmethod.com/

If you're interested in the DVDs that are currently available, you can find more information at http://www.fivepencilmethod.com/store/

 

 

 

 

Placing Orders...

 

Is my order secure?

The 5-Pencil Method shopping cart server uses the latest security technology, that is PCI compliant, using the highest encryption, meeting the Visa/MasterCard standards for online security.

Your credit card number is completely encrypted when transferred and run through the system to make your checkout process both safe and secure.

 

My order is “offline” what does this mean?

When an order is placed “offline,” this means that you have not been charged because the billing information was not able to be verified at the time your order was being placed. 

You will need to place your order again and make sure all of the billing information is correct. As soon as 5-Pencil Method receives your accepted order, your order will be shipped to you.

Please let us know if you need help placing your order. You can e-mail us at support@fivepencilmethod.com, or call Diane for customer service at 800-640-5888 (inside the US) or 423-800-0225 (outside the US).  The offices for the 5-Pencil method are located near Chattanooga, Tennessee, and customer service hours are 9 a.m. - 5 p.m. Eastern Standard Time Monday through Friday.

 

What forms of payment do you accept?

You may pay with any major credit card (Visa, MasterCard, American Express and Discover), as well as PayPal, money orders or personal check. Money orders and personal checks MUST be in U.S. funds.

If sending a money order or personal check, please make it payable to “Happy Brain, Inc” and send it to this address:

FivePencilMethod.com
ATTN: Debbie
PO Box 1103
Collegedale, TN 37315

You can determine your order total and shipping cost by adding the items you want to purchase to your cart and selecting the shipping option you would like to use.

As soon as your money order or check is received in the mail, your order will be shipped to you. However, if you choose to send a personal check, we will deposit your check and wait for it to clear before your purchase is shipped.

 

Are your DVD/downloads available in other countries besides the US?

All of the DVDs and download tutorials are available to most countries outside of the United States. The recipient is responsible for all customs and duties fees in the destination country related to receiving merchandise.

If the country that you’d like to ship your package to is not in the pull down menu on the checkout page, we are not able to ship to your country at this time.

 

The shopping cart is not accepting my postal code.

Usually this happens when the correct country has not been selected first on the checkout page.  

In order for your postal code to be accepted (or to order from a country which doesn't use a postal code), you should first make sure that you’ve selected the correct country for shipping. If the words “postal code” are not in bold typeface, this means that the shipping country does not require a postal code for shipping.

 

How do I select my country on the checkout page?

After adding the items you wish to purchase to the shopping cart, start by filling your name and address information in the relevant boxes.

The shopping cart will then allow you to select your country from the pull down menu at the bottom of the shipping address section. After the correct country is selected, the shopping cart will then automatically calculate the shipping costs associated with your purchase.

If you wish to ship to a different address than the billing address on your account, simply check the box that says “ship to different address” and the shopping cart will prompt you to fill in additional information.

If the country that you’d like to ship your package to is not on the pull down menu, we are not able to ship to your country at this time.

 

How do I submit my order?

After you fill out all required information on the shopping cart page, simply scroll down to the bottom and click the submit button.

If there is an error with your order, red text at the top of the page will prompt you as to what needs to be corrected.

If your order is submitted without any problem, the shopping cart will direct to you to a page that will thank you for your purchase (or if you purchased a download, it will give you the information needed to access your downloadable files).

 

Can I purchase 5-Pencil Method DVDs using a payment plan?

If you are interested in getting Darrel’s DVDs, but would prefer to break up the payment for the DVDs into four months, like the one that is offered for the "How to Draw Mouths" series, e-mail customer service at support@fivepencilmethod.com, and we will try to work out a payment plan that works best for your needs.

Typically the cost of a series is split up into 3 monthly payments (four total, one the date of purchase and then three monthly payments afterwards). After the first payment and shipping costs are received, we will ship the ordered tutorials. Payment plans can be set up for any customer paying by any major credit card.

 

What’s the return policy? How does it work?

With the purchase of all of Darrel’s tutorials, we offer a 1-year money-back guarantee policy. You have a full 365 days to decide if you like the purchased tutorials.  

If you’re not completely satisfied with your purchase, you can return it, no questions asked, and be refunded for the complete purchase price of the tutorials.

You can return any tutorials you are not satisfied with back to our offices at:

FivePencilMethod.com
PO Box 1103
Collegedale, TN 37315-1103

If you need further assistance in this matter, feel free to e-mail customer service at support@fivepencilmethod.com, or to call Diane for customer service between the hours of 9 a.m. and 5 p.m. Eastern Standard Time, Monday through Friday at 800-640-5888 (inside the US) or 423-800-0225 (outside the US).

 

How long will my order take to arrive?

The shipping time of an order depends on several things--the size of the order, which shipping method is selected for the order and where the order is being shipped to.

Each package, both domestic and international, is shipped through the United States Postal Service, either first-class or priority mail.

The estimated shipping time given by the USPS for each service is as follows:
Domestic First-Class: 5-7 days
Domestic Priority Mail: 3-5 days
International First-Class: 16-24 days +customs
International Priority Mail: 12-18 days +customs

For international customers: Though we give estimates for international shipping times, sometimes it takes longer than the estimated times for packages to pass through customs in each country. 

 

Will I have to pay customs when I receive my order?

Customs fees will depend on the laws of the country the package is shipped to. These laws vary from country to country.

Each international package’s custom form will be marked as “merchandise” with the accurate purchase price of each item that the package contains. We can only mark international packages as gifts if we are sending replacement items for items already received which are not working properly or have been damaged during shipping.

International postage regulations require that any package of 2 oz. in weight have a detailed customs form to accompany the package in shipping.

 

 

Downloading my purchased tutorials...

 

I bought a tutorial download, but I don’t know how to download the files.

Click on the link below to get started.

http://www.fivepencilmethod.com/downloads

A window will pop up with Darrel's portrait on it saying, "log in to begin downloading."

This is where you put in your email address and password that was e-mailed to you after your purchase.

 

I’m having problems with my downloads, what is the first thing I should do?

If you’re having problems with the 5-Pencil Method Downloader, first shut down the downloader program and then restart it. You may have to go as far as to restart your computer as well. This should clear up most of the problems you are having.

If you need further assistance, send us an e-mail at support@fivepencilmethod.com.

 

How long will it take to download my files?

The two main factors are 1) the size of the files you are downloading and 2) the speed of your Internet Service Provider's connection.

The size of the tutorials vary based on how long the video is, but it evens out to be approximately 1GB per hour of video footage, i.e. if you’ve purchased an hour and a half tutorial, the file size is roughly 1.5GB.

The biggest variant is your Internet connection speed. If you download using a WiFi card, your download could possibly take up to 4 or 5 hours per GB downloaded; however, if you have standard DSL, Internet through a phone line, it could take a couple of hours per GB downloaded, and if you have a cable connection, it could be an hour or so per GB downloaded.

However, all of these times are estimated, and the 5-Pencil Method Downloader will give you an approximated time based on your Internet speed when you begin the downloading process.

It is also recommended that you download one file at a time, rather than clicking "Download Now" on every file at once.

 

 

I’m having trouble downloading my purchase to Windows Vista or Windows 7.

If you’re using Windows Vista or Windows 7 and you’re having problems installing the 5-Pencil Method Downloader, it may be because your account on the computer has "User Access Control" turned on which is preventing you from installing software. In order to install the downloader, you will need to turn "User Access Control" off.

You will need to be logged into an account with administrative privileges to be able to install application files from the Internet.

Here’s a web page that might be useful for checking to see what your account is set up as.

 

How do I play my downloaded drawing tutorials?

You will need the latest version of iTunes to play your 5-Pencil Method downloaded files.  

iTunes can be found by following this link:

www.itunes.com

The file extensions for all 5-Pencil Method downloads are .m4v. If you’re rather tech savvy, you can get the files to play using other players, however, the 5-Pencil Method doesn’t support the use of other players.

 

I get an error message when I try to play the tutorial.

If your download files somehow get corrupted, here is what you should do to be able to re-download your files. (Must be done within 30 days of purchase.)

1) Close the 5-Pencil Method Downloader

2) Delete the files from the "downloads" folder on your desktop that are not working correctly

3) Open the 5-Pencil Method Downloader

4) Click on the "Download now" button next to each of the files you want to download again. When you get a dialog asking if you are sure you want to download again, click "OK."

 

My download got interrupted.  How can I restart?

If the Internet connection is lost during download, simply restart the application, and re-enter your e-mail and password.

You may need to click the "start" button (a small triangle within a circle) on the right side of the file that the download, and your download should begin downloading right where it left off.

 

How can I download to my iPhone or iPad?

In order to copy the downloaded files to your iPhone or iPad, simply plug the device into the computer and transfer the files onto your device using iTunes, just like you would a song or a photo.

The files will play using the iTunes software already installed on your iPhone or iPad.

Files must first be downloaded to a computer before they can be played on an iPad, iPhone or supported iPod. 

 

Where are the files stored after they are downloaded to my computer?

After the download of your files is completed, all of your files will be found in a folder titled “downloads” on your desktop.

After locating this folder and the files within it, you can move the files to store them wherever is most convenient for you.

It is recommended that you make a backup of your files, whether that be on your hard drive, an external drive or on a DVD.

 

Can I put my downloaded tutorials on a CD or DVD?

Downloaded files may be backed up to a CD or a DVD.

Although you can burn these files onto a CD or DVD, the formatting of the files will only allow you to watch the files on a computer with the recommended media players (iTunes or Quicktime). Movie files that are burned to a CD or DVD will not play with a video DVD player connected to your TV.

If you are unsure of how to burn a CD or DVD, please consult the help documentation for your computer. 

 

How long do I have to download my purchase?

Your downloads will be available for you through your 5-Pencil Method Downloader account for 30 days after purchase.

After you have completed your download, it is not necessary to keep logging into the downloader to access your files.

After 30 days, the files will no longer appear when you log into the the 5-Pencil Method Downloader. The files will still be accessible in the location you stored them on your computer. If you have not moved them, they will be on your computer's desktop in a folder called "downloads."

 

My downloads aren’t showing up in the “5-Pencil Method Downloader” anymore.

The download files are available in the 5-Pencil Method downloader application for 30 days after your purchase.

If you need additional help downloading your files, please contact 5-Pencil Method customer support by e-mail at support@fivepencilmethod.com or Diane for customer support by phone at 800-640-5888 (inside the US) or 423-800-0225 (outside the US) between the hours of 9 a.m. and 5 p.m. Eastern Standard Time, Monday through Friday.

 

 

My DVDs...

 

How do I play my DVD on my computer?

The DVDs that you receive from us should play exactly the same as you would play any video DVD that you might rent from Redbox, Netflix, or that you could purchase at the store.

If you're using a Mac, you should use the application called “DVD Player” to watch your DVD.  If you are using Windows, you will probably want to use “Windows Media Player.”

Here are the instructions for playing DVDs on Windows.

If you are using Vista, follow these instructions:

http://windows.microsoft.com/en-US/windows-vista/Play-a-CD-or-DVD

If you have Windows 7, then follow these instructions:

http://windows.microsoft.com/en-US/windows7/Play-a-CD-or-DVD-in-Windows-Media-Center

If you have any other version of Windows, then follow these instructions:

http://windows.microsoft.com/en-us/windows/dvd-playback-help

 

What’s the difference between the free tutorials that I receive via e-mail and those that can be purchased through the 5-Pencil Method store?

Darrel tries to put as many free tutorials online for students to watch as possible. In fact, the 5 free drawing lessons contain the core concepts that the 5-Pencil Method is based on.

There are also more extensive 5-Pencil Method drawing tutorials available for purchase. These series usually include multiple DVDs--hours of additional tutorials.

All of the 5-Pencil Method tutorials can be purchased through the 5-Pencil Method store at:

www.fivepencilmethod.com/store/

Beyond the free 3-hour drawing course, other free tutorials can be found on YouTube at:

www.youtube.com/5PencilMethod

 

The DVD stops playing part way through.

Although it’s hard to diagnose a problem with only part of the information needed, you may be having trouble viewing a double layer DVD.

We sell several double layer DVDs, including all of the discs in the "How to Draw a Portrait" series, "Core Concepts and Exercises" and "Intro to Drawing Eyes." Double layer discs were used because these discs can hold more information and longer tutorials.

Our support staff has found that a small number of DVD players only support playing single layer DVDs. What happens is that the first layer of the DVD will play just fine, but the DVD player cannot switch to play the second layer of the DVD, and it just freezes up.

Although some customers experiencing this problem have chosen to purchase a new DVD player, we do not expect all of our customers to be able to do so. Our best solution at this time is to allow customers to download the purchased tutorials instead.

For more information, feel free to e-mail customer service at support@fivepencilmethod.com or call Diane for customer service at 800-640-5888 (inside the US) or 423-800-0225 (outside the US) between the hours of 9 a.m. and 5 p.m. Eastern Standard Time, Monday through Friday.

 

 

Some other things...

 

I’m under 13, why can’t I post on the 5-Pencil Method website?

We’re so glad to hear that children of all ages are enjoying Darrel's tutorials. These tutorials were designed to be easy to understand, no matter the age.

However, because our company sells merchandise, as well as offers free drawing tutorials online, we are not able to correspond with children when we know they are under 13.

We encourage children under the age of 13 to have a parent or guardian help them access the free tutorials, and we would be more than happy to speak with any parent or guardian regarding any of the free tutorials, DVDs, or materials on our site.

 

Will you sell my e-mail address or send me spam?

Absolutely not. Your e-mail address will not be used for spam and will never be shared with a third party.

When signing up with your e-mail, these are two things that you can expect:

-The 5-Pencil Method introductory drawing course, split up into five lessons, will automatically be sent to your e-mail spread out over a week.

-Updates from Darrel about new free tutorials and lessons available for purchase.

And, of course, there is a link at the bottom of each e-mail that allows you to unsubscribe from receiving Darrel's updates if you choose to do that at any time.

You may read the full privacy policy for this website.

 

I want to submit my latest portrait for critique, how can I do that?

The best way to share your artwork and request a critique of your drawing is to post it on the 5-Pencil Method Community website and post a note on Darrel's profile that you would welcome his input on your drawing.

Of course, there's no guarantee that Darrel will be able to provide feedback to everyone who makes a request, but he works hard to include as many as possible.

 

I have a new e-mail address, how can I change which e-mail address Darrel contacts me with?

If you would like to continue receiving updates when new information is available from Darrel, then you can go to the tutorials page on the 5-Pencil Method website to add your new email address or click on this link:

www.fivepencilmethod.com/tutorials/lessons/

 

How do I unsubscribe from receiving 5-Pencil Method e-mails?

If you do not wish to receive the free tutorials or updates from Darrel Tank anymore, you may unsubscribe by clicking the unsubscribe link in any of the e-mails you have received from Darrel or by following this unsubscribe link.