Frequently Asked Questions
If you have any questions about our site, products or services, you will most likely find here the answers you were looking for. If you can't find the information you need, feel free to contact our friendly customer service.
Q: What payment methods do you accept?
A: We accept the following payment methods:
- American Express
- Diner Club
If you need to pay for an international order using wire transfer, please contact us for bank information. We do not accept checks or money orders.
Q: After placing my order, how can I confirm the order was placed?
A: We will send you a confirmation email to the email address provided with your order details.
Q: I made a mistake during checkout and I need to correct my shipping address. What can I do?
A: We do not assume any responsibility for orders with incorrect shipping addresses. These orders may be re-routed by the carrier or returned to us as undeliverable. If a shipment is re-routed, the carrier will charge an additional fee of $12.00 that will be transferred to the customer for its payment.
Q: What if I receive the cartridges and they do not work properly? What is the process to return a defective order?
A: You can return defective items for up to 1 year after the purchase date. All you need to do is send an email to firstname.lastname@example.org asking for a return with your order number. We will provide an RMA # and instructions to return the items. Our warehouse will receive and inspect your return, usually within 72 hours after received. Return shipping charges for defective items are free.
You may review our warranty policy here.
Q: What is the best way to get in contact with you?
A: The fastest way to reach us is by sending an email to email@example.com. We will create a support case immediately, usually getting back to you in less than 2 hours on regular business days.
Q: How can I check on the delivery status of my package?
A: At the time your order is packed for delivery, we will send you an email to the email address provided during checkout with the tracking information of your package. You can then visit USPS or UPS to check on the status of your delivery. You may also visit this link to track your order if you have your order number and checkout email at hand.
Q: Is free shipping available?
A: Yes. We offer free economy shipping on all orders above $50. If you need expedited delivery, we offer second day and next day delivery during checkout.
Q: When will my order ship out?
A: Orders placed before 2:00 PM EST on regular business days, are usually shipped the same business day. You can call us or contact us to make sure your order goes out the same day, in case you need expedited shipping after 2 PM.
Q: How fast can you deliver an order?
A: The time it takes to ship your package depends on the delivery method and location. The shipping times normally range from 2-5 business days for our economy shipping option. If you need any special arrangements, you may contact us with your request.
Q: What shipping method will be used to send my international order?
A: All of our international orders are sent using USPS International Mail. It takes between 10-12 business days for your packages to arrive.
Q: Is your site secured?
A: Yes. Our site can secure your private information using an SSL Certificate. Typically, SSL is used to secure credit card transactions, data transfer, and logins.
Q: Do you buy back empty cartridges?
A: Not at the moment.
Q: What is the shelf life of the compatible toner cartridges?
A: Each cartridge can be stored for up to 36 months.
Q: What is the best way to store my cartridges?
A: The cartridges should be stored at room temperature, between 0 and 100°F, ideally in a low humidity environment. Make sure to keep them inside the box, the toner must not be exposed for more than 5 minutes to artificial or natural light to preserve its original qualities.
Q: Most packs come with black, magenta, yellow and cyan. Can I alter the colors in my cartridge sets to receive more of one?
A: No, each cartridge set is previously assembled. If you need an additional color, we suggest buying an individual cartridge apart from the set.
Q: Do you provide invoicing accounts for schools, local authorities etc?
A: Not at the moment, but if you would like to establish a supplier contract with us please contact firstname.lastname@example.org.