Returns and Refunds
General return policies
Please do not ship any products back until your request to return is approved by our customer service. To send a request, you may email us at email@example.com
All the products (defective or non-defective) must be returned in their original purchase condition, with the original packing material, intact warranty cards, manuals, instructions and any other item or accessories provided by the manufacturer. If the purchase includes a free gift, included or bonus items, the gift/items must be returned as well for the purchase to qualify for a refund.
We provide a return shipping label for all returns, we therefore pay through this label the return fee. Once the return shipping label is prepared and given to you, please make sure to return your product promptly as they do expire after a month.
Please note that all returned cartridges must be at least 70% full to be accepted. Unfortunately, in our experience some people have used the entire cartridge and then sent it back asking for a refund. If a returned cartridge is less than 70% full, we will notify you by email. If you want the cartridge back, we can ship it at your expense, as long as it is claimed within 15 days from the date you were notified.
Estimated print yields are not a guarantee of minimum life and are not covered under warranty or return policy, but are provided to assist in supplies planning. Actual usage should be used to establish the life of the supply product in each user's specific application. Many factors, such as print coverage per page, paper type and size, model type and environmental conditions can affect supply life. The page yield is just an approximation of the number of standard pages that can be printed with one cartridge, usually measured at 5% page coverage. 5% coverage is a standard 8.5 x 11 inch page with a light letterhead, address and three paragraphs of text double spaced. If you print mixed text and graphics or Web Pages, your page coverage is closer to 15% and therefore the number of pages printed with each cartridge will be considerably less. If you are printing photos, your page coverage is close to 100% and the number of printed photos will be much less than the amount the number of pages you would be able to print if you were just printing standard text documents.
Returns of defective compatible and remanufactured items
Please view our warranty to verify and confirm if your product is eligible to be returned:
If defective, you may contact our customer service who can provide after confirmation a prepaid return shipping label. With this label, you can return your defective product for a replacement or refund.
For this type of return, if the whole order is returned; you will receive a full refund. If only part of the order is returned; you will receive a refund for the items being returned only.
Unopened compatible and remanufactured cartridges are returnable within 90 days from the date of delivery. You can return them for a refund (minus the original shipping charges). Please note that we do not do exchanges for different products and that the shipping cost will not be refunded. These returns will have a mandatory 10% restocking fee.
If the return date is after the allowed days from the date of purchase, you cannot return the items. You can consider selling them at on eBay, Craigslist or Kijiji.
Returns of non-defective OEM/original cartridges and drums
Unopened OEM cartridges and drums can be returned within 90 days from the date of delivery. You can return them for a refund minus a mandatory 10% restocking fee. Please note that our customer service may require to view with pictures the current status of your OEM product to confirm its condition.
OEM items will only be accepted when opened if they are still in resalable condition, meaning that all the manufacturer's seals are all intact. We request that such returns are confirmed with our customer service, which will be verified by pictures. Accepted returns will have a 30% restocking fee. Returns that do not match our criteria will be declined and will be returned at your fee.
For other products such as printers and office suppliers, please view the warranty for their returning periods:
Returns of defective oem/original items
Name brand OEM (original equipment manufacturer) items are covered by the respective manufacturer's warranty. We do not guarantee or accept returns of defective OEM products. If you encounter problems or receive a defective item, please contact the manufacturer for their return procedure. There should be information inside the box on what the customer needs to do to request an exchange from the OEM. For your convenience, we listed the manufacturers' contact information below.
Original Manufacturer Contact Information
Mon-Fri 8am-12am EST
1-800-OKI-DATA or 905-608-5000
Wrong items shipped
If you believe you have received the wrong product, please make sure not to open it. You have 15 days from the date of the delivery to contact our customer service to rectify this issue.
To obtain a return shipping label, please contact our customer service at firstname.lastname@example.org
Shipping damage returns
If your shipment is delivered damaged, please initiate a return authorization request within 5 business days from receipt of the package. Do not throw away or alter the product or packaging; we will need a picture of the damage package in the same condition as it was received to properly establish that the damage was due to shipping. We will not accept claims for shipping damage if any of the contents or packaging have been altered or discarded.
Once we receive your pictures with this information and we open a claim with the courrier in charge, we will proceed to the return of the damaged items for their proper replacement/refund.
Lost orders and wrong addresses
If the tracking number for your package shows no activity or delivery confirmation, it is possible that the shipment is still in transit or out for delivery. Packages are not always scanned at every facility they go through during shipment, so you may not see any updates for a few days.
If it has been more than 5 business days without an update, please contact our Customer Service. We will contact the shipping company and put a tracer on the package. They will investigate and get back to us with an update usually within 5 business days.
Once the claim is accepted by the shipping company and considered lost, we will be able to either issue a refund or send you a replacement at no cost.
However, when the tracking number shows a package was delivered and signed for and was shipped to the correct address, no claim can be filed and we can neither send a replacement nor issue a refund.
If a shipment is returned to our warehouse for some reason (the shipping address is incorrect, the shipping method was chosen incorrectly, the courier is unable to locate the recipient, etc.), we will contact you to confirm any information that is necessary to reship your package and if applicable, charge a reshipping fee.
When are refunds/replacements processed?
Once the returned items are received, we will inspect them and process the refund or replacement order. Our normal turnaround time is 5 business days.
If you requested a refund, your original payment method will be credited. Please allow an additional 3-4 days to see the credit reflected on your card statement.