General return policies
Before shipping any products back please make sure your Return Merchandise Authorization, from now one referred to as RMA is approved (you will receive a confirmation email). To obtain an RMA, please complete the Returns and Exchanges Form.
Compatible and remanufactured items are the only ones accepted for up to 1 year from the date of purchase subject to conditions listed below. No returns will be accepted after one year.
The RMA number is valid for 30 calendar days from the date of issue. Make sure you return your package promptly to ensure timely refunds or replacements.
In order to accept a cartridge for refund it must be at least 70% full. 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. In case 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.
The estimated print yields shown 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. The factors that affect the supply life are print coverage per page, paper type and size, model type and environmental conditions to name a few. 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 webpages the page coverage is closer to 15% and therefore the number of pages printed with each cartridge will be less. When 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 that you can print if you were just printing standard text documents.
Defective compatible and remanufactured items returns
For refund or replacement request can be done within 90 days from the date of purchase (minus the original shipping charges). TonerZone will pay for the return shipping via Pre-paid FedEx label.
In case the FedEx service does not service your location, you will have to return the items at your expense and then fax the receipt to (323) 417-5070 including the tracking number and your RMA number. We will reimburse your return shipping cost up to .95. This only applies if the return date is within 90 days from the purchase date.
If the return date is after 90 days from the date of purchase, you can return the items for a refund (minus the original shipping charges) or request a replacement. TonerZone will not pay for the return shipping. You will be responsible for shipping the items back after receiving an RMA.
The RMA number must be written on the outside shipping box, not the actual product packaging.
It is advised to ship via a traceable method such as FedEx, UPS or USPS and keep a copy of the tracking number. Please email the tracking number once available to info@inkjetsuperstore.com. If the package is lost or not delivered to us, we will not be able to issue the refund.
Options for replacement
Select one of the following methods for replacing your products:
1. Return the defective product and we will ship your replacement free of charge after receiving and inspecting your returned product.
2. For urgent orders, you can choose to pay for the replacement product (with free shipping) and we will credit the same amount after inspecting your returned item. This is a security measure in order to make sure that the product is returned.
Important note the shipping method of the replacement order will be the same as that selected in the original order.
Non-defective compatible and remanufactured items returns
In case you need to return non-defective products (items ordered incorrectly, items no longer needed, printer broke, etc.) they must be returned in the original packaging in as-new condition, that is, unopened and unused.
For returns within 90 days from the date of purchase and the items are unopened, you will receive a refund (minus the original shipping charges). Please note that we do not do exchanges for different products.
You cannot return items after 90 days from the date of purchase. You might consider selling them at auction on eBay or list them on Craigslist.
TonerZone will not pay for the return shipping cost. All non-defective items must be returned by the customer at their expense once the RMA is approved (you will receive a confirmation email). The RMA number must be written on the outside shipping box, not the actual product packaging.
It is advised to ship via a traceable method such as FedEx, UPS or USPS and keep a copy of the tracking number. Please email the tracking number once available to info@inkjetsuperstore.com. If the package is lost or not delivered to us, we will not be able to issue the refund.
The RMA number is valid for 30 calendar days from the date of issue; after this period the RMA will be closed and cannot be reopened.
Returns of non-defective OEM/original items
All return items within 60 days from the date of purchase, that are unopened can get a refund. The refund is the total price minus the original shipping charges and a 15% restocking fee). TonerZone will not pay for the return shipping.
If the return date is after 60-days of date of purchase or if the items have been opened, you cannot return the items.
All returns of OEM items are subject to a 15% restocking fee. Our vendors do not allow us to return non-defective items after 60 days and they charge us a 15% restocking fee.
All non-defective items must be returned by the customer at their expense once the RMA is approved. The RMA number must be written on the outside shipping box, not the actual product packaging.
It is advised to ship via a traceable method such as FedEx, UPS or USPS and keep a copy of the tracking number. Please email the tracking number once available to info@inkjetsuperstore.com. If the package is lost or not delivered to us, we will not be able to issue the refund.
Defective OEM/Original items Refunds
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. You can find information inside the box to request an exchange from the OEM manufacturer. For your convenience, we listed the manufacturers' contact information below.
Original Manufacturer Contact Information
BROTHER
Printers
800-276-7746
949-859-2272 (fax)
9:00 am to 8:00 pm EST
Faxes
800-284-4329
901-379-1215 (fax)
9:00 am to 8:30 pm EST
DELL
800-624-9896
LEXMARK
800-332-4120
8:00 am to 11:00 pm EST
CANON
800-828-4040
SAMSUNG
800-SAMSUNG (800-726-7864)
9:00 am to 9:00 pm EST
EPSON
562-276-435
6:00 am to 6:00 pm PST
562- 276-4367
To obtain CD Drivers
HP
800-HP INVENT (800-474-6836)
KONICA MINOLTA
877-778-2687
RICOH
800-RICOH 38 (800-742-6438)
8:00 am to 8:00 pm EST
PANASONIC
Faxes
800-HELP-FAX (800-435-7329)
OKIDATA
800-OKI-DATA (800-654-3282)
SHARP
US: 800-BE-SHARP (800-237-4277)
CANADA: (905) 828-5063
KONICA MINOLTA
877-778-2687
XEROX
800-ASK-XEROX (800-275-9376)
IBM
877-426-6006
Wrong items shipped
If you believe you have received the wrong product, please make sure not to open it. You have 90 days from the date of the purchase to initiate a return authorization request.
To obtain an RMA, please complete the Returns and Exchanges Form. Once the RMA is processed, you will receive a pre-paid FedEx label via email to return the incorrect item at our expense. We can either send you a replacement at no cost or issue a refund.
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. Depending on the carrier used to ship your order, we will process the damage claim in one of two ways:
For some claims, we will have to contact the shipping company and file a claim. They will schedule a pickup from the customer's location for inspection of the package.
For some other claims, we will process a return authorization for you to send the package back to our warehouse following the normal return procedure.
After we are able to properly establish that the product was damaged during shipment, TonerZone will replace the products based on return policy.
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 within 2 business days.
If the package is not found after the tracer, a claim has to be filed. TonerZone will file the claim and continue to follow-up until the package is delivered or declared lost. Once the claim is accepted by the shipping company, 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 carrier is unable to locate the recipient, etc.), we will contact you to confirm any information that is necessary to reship your package.
What is the refund/replacement timeframe?
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.