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Frequently Asked Questions


Ordering
1.  How do I place an order online?
2.  Are there other ordering options?
3.  What is the cost for Shipping?
4.  What payment methods do you accept?
5.  If I buy a cartridge from you will it void the warranty on my printer?
6.  Do you Ship to Canada?
7.  Why do I have to register before I buy?
8.  Why should I register with Inkvironment?
9.  What if I forget my password?
10. I have a Coupon Code, how do I redeem this?

11. Some cartridges come in super saver packs offering, for example, 3 black and 1 of each color, or offer buy 2 get 1 free. Can the cartridges be switched around? Are they all buy 2 get 1 free?
12. My printer broke down/died, would it be possible for me to return cartridges bought?

Products
1.  What does OEM stand for?
2.  Are your products O.E.M.?
3.  Which cartridges are remanufactured?
4.  What are compatible cartridges?
5.  Do you guarantee all your products?
6.  Can I purchase only 1 color of ink from you?

After Ordering 
1.  How can I track my order?
2.  Is it possible to cancel my order?
3.  What do I do if I order the wrong cartridge?
4.  How do I unsubscribe from marketing emails?
5.  I dont want the quantity currently showing in my basket

Troubleshooting/Maintenance

  1. 1.  How To Ensure A Long Cartridge Life
  2. 2.  What do I do if printer indicates cartridge is EMPTY or OUT OF INK but there is ink in the cartridge?
  3. 3.  Why does the cartridge I received look bigger than the one thats already in my printer?
  4. 4.  Why is my toner cartridge producing poor quality prints?

General Returns Policies 

  1. 1)    Returns of defective compatible and remanufactured items
  2. 2)    Replacement options:
  3. 3)    Returns of non-defective compatible and remanufactured items
  4. 4)    Returns of non-defective oem/original items
  5. 5)    Returns of defective OEM/Original items
  6. 6)    Hardware product returns
  7. 7)    Wrong items shipped
  8. 8)    Shipping damage returns
  9. 9)    Lost orders and wrong addresses
  10. 10)  When are refunds/replacements processed?

Ordering

1. How do I place an order online?

You can either search by cartridge or by printer model. Once you have found the cartridge you need you can easily follow the steps to purchasing your new ink cartridge. For more information, see Easily Ordering the correct Ink Cartridges at Clickinks

2. Are there other ordering options?

We suggest ordering online at inkvironment.com You can also call 844-866-3787

3. What is the cost for Shipping?

Ground Shipping:
Carrier: FedEx
Cost: Free Shipping on contiguous US orders over $200. Flat $7.95 for orders under $200, regardless of the number of items.

Ground Shipping (PO BOX, AK, HI, PR or APO):
Carrier: USPS via FedEx SmartPost
Cost: It will vary depending on the weight of the package and your location. It will be calculated automatically when you add an item to your shopping cart and enter your Shipping Information.

Overnight Shipping:
Carrier: FedEx
Cost: It will vary depending on the weight of the package and your location. It will be calculated automatically when you add an item to your shopping cart and enter your Shipping Information.

2-Day Shipping:
Carrier: FedEx
Cost: It will vary depending on the weight of the package and your location. It will be calculated automatically when you add an item to your shopping cart and enter your Shipping Information.

3-Day Shipping:
Carrier: FedEx
Cost: It will vary depending on the weight of the package and your location. It will be calculated automatically when you add an item to your shopping cart and enter your Shipping Information.

USPS via FedEx Smartpost:
Carrier: Pick Up by FedEx and delivery by US Postal Service
Cost: It will vary depending on the weight of the package and your location. It will be calculated automatically when you add an item to your shopping cart and enter your Shipping Information.

4. What payment methods do you accept?

We accept all major credit cards including: Visa, MasterCard, American Express, Discover and JCB. We also accept PayPal or Electronic Check. If you prefer, you can also mail a check or money order.

5. If I buy a cartridge from you will it void the warranty on my printer?

Compatible replacement cartridges and supplies do not void Printer Warranty as stated in the MAGNUSON-MOSS WARRANTY IMPROVEMENT ACT.

6. Do you Ship to Canada?

Yes we do, if you are a Canadian resident we can ship your goods to you. Due to additional customs fees, the shipping charge is $24.95.

7.  Why do I have to register before I buy?

When you register you give us important information - such as your address, telephone number and email address. We need this information to advise you of the progress of your order, deliver your product and contact you if we need to. It also allows you to create a password, which means you can securely access details of your order on this site and track its progress.

8.  Why should I register with Inkvironment?

Registering with inkvironment.com has a number of benefits for you:

It saves you time when you are buying a product because you wont have to enter your personal details again.

You can opt to receive information from us about products you are interested in, including advance warning of special
offers and promotions. 

9. What if I forget my password?

No problem! Just click Login and instead of entering your password, click Ive Forgotten my password and you will be asked for your email address. The current password that we have on our systems will then be immediately sent to you, so that you may log in and proceed with shopping.

10. I have a Coupon Code, how do I redeem this?

When in the Shopping Cart before, simply enter your coupon code prior to “Continue to Checkout”.

11. Some cartridges come in super saver packs offering, for example, 3 black and 1 of each color, or offer buy 1 get 1 free. Can the cartridges be switched around?

The cartridge sets cannot be mixed. We offer bulk deals wherever possible, and price breaks on all individual cartridges to save you as much money no matter which way you decide to purchase. 

12. My printer broke down/died, would it be possible for me to return cartridges bought?

Absolutely, as long as the cartridges are unopened/unused and are in new condition, you can return it back to us and we will issue you with a store credit note to utilize towards your ink cartridges for your new printer. There will be a 20% restocking fee.

Products

1. What does OEM stand for?

OEM stands for "Original Equipment Manufacturer." OEMs such as Canon, Epson, Hewlett Packard and Lexmark are the companies that produce your printer as well as cartridges that are used in them. We offer both OEM name brand and non-OEM name brand products. Because some of our products do not carry the OEM name, we can offer them to you at a lesser cost. Our non-OEM name brand products utilize the same printer specific ink as the OEM name brands.

2. Are your products O.E.M.?

Inkvironment sells both OEM and non-OEM products. We guarantee the quality and performance of our non-OEM cartridges to be as good as name brand products.

3. Which cartridges are remanufactured?

Inkvironment carries a wide range of remanufactured products.  Remanufactured cartridges are environmentally friend, as they are professionally recycled and refilled, replacing the parts needed for reliability. Remanufactured cartridges offer a significant savings over OEM products. All remanufactured cartridges are clearly named as such on our site. The quality of our products and customer satisfaction forms the basis of our business model, and is the key to differentiating us from our competitors.

4. What are compatible cartridges?

Compatible cartridges are specifically manufactured to meet or exceed OEM specifications. These cartridges offer a high standard of quality, reliability, and offer high-quality printing results. Compatible and generic cartridges are brand new cartridges, containing only new components, and are an economical alternative to expensive brand-name cartridges and supplies, which allow the consumer to enjoy big savings over brand-name cartridges and supplies.

5. Do you guarantee all your products?

Yes, we offer a 100% satisfaction guarantee. Try any of our products for up to 15 days. If you are not satisfied with them for any reason, simply send them back to us. Youll get 100% of your money back. No questions asked. After 15 days, our products continue to be guaranteed for 30 days against manufacturing defects.

6: Can I purchase only 1 color of ink from you?

It is not recommended to mix brands. For best results purchase all your ink from the same manufacturer. If you attempt to mix our ink cartridges with OEM, or any other brand cartridges, there may be different chips or ink and you will not produce optimum results. The majority of Inkvironment cartridges contain dye based ink, whereas OEM cartridges may contain pigment based ink, which does not mix well. The solution? Purchase a Super Saver pack from inkvironment.com to save on bulk inks and receive all necessary ink colors. 

After Ordering  

1. How can I track my order?  

As soon as your order has been shipped, you will receive an email specifying your tracking number.

2. Is it possible to cancel my order?

If you wish to cancel your order you may do so by calling our customer service line at 844-866-03787 before 3:00 PM EST the day of your order. 

3.  What do I do if I order the wrong cartridge?

If you order the wrong cartridge call us immediately to cancel the order. Please note that we attempt to ship by 3:30 pm PACIFIC each day. We will be unable to cancel your order if you contact us after 3:30 pm PACIFIC.

4. How do I unsubscribe from marketing emails?

We will periodically notify you of specials running when you may want to re-stock on ink. If you do not wish to receive any more of a particular email, simply scroll to the bottom of the email, and look for the email preference center link, you can click that to change email frequency or unsubscribe. Please note it may take 1 week to complete. You will still receive transactional emails, notifying of important transactions like when an order has been placed or shipped.
           
5. I dont want the quantity currently showing in my basket
 simply change the quantity number then click Update. You can also click remove to completely remove products from your cart. 

Troubleshooting/Maintenance

1. How To Ensure A Long Cartridge Life

To ensure a long cartridge life it is very important to purge the cartridge regularly. The cleaning cycle and purging cycle is NOT the same. Please refer to your printer manual for full instructions about purging your cartridge. What is a purge cycle? The purge cycle is an automatic process that heats all the tiny parts and ink in the cartridge and then cleans them from the inside out. All purge cycles produce a grid which consists of vertical and horizontal lines which represent printing quality of the cartridge.

1)Keep the print heads clean and avoid risk of blockage 

 Always ensure that the print head is kept clean in order to stop ink clogging in the print head. Some machines, mostly the Hewlett Packard printers, have a tendency not to clean the print head properly as part of their normal cleaning cycles. Often deposits of ink will form on the end of the print head causing the cartridge to function sub-optimally. This problem can be fixed by gently cleaning the print head with a soft cotton ball, cloth or clean tissue. Snap the cartridge in and out a couple of times to get a good connection after cleaning. Keeping the print head clean also greatly increases the number of successful refills.
 
2) Printer problem Error message

First of all, find out if everyone using this printer is having a problem or if you are the only one. It is likely that there is either something wrong with the printer, there is a network problem, it is a problem with your PC, your connection to the network (or printer) or a problem with the application or file you are working with.

 Errors on the Printer Display

 Most networked printers will have a display that will tell you its status.

 No Display: Turn the printer on.

 Offline: 
Press the Go or Online button. If this does not change the printer display to Online, then power the printer off for 1 minute and then turn it back on.

Paper Jam: 

•Open the doors and remove any paper, being careful not to tear it and lose pieces inside. Paper may also be lodged under the toner cartridge so you may have to pull the toner out.

•If you believe you have removed the paper but the display still says Paper Jam, power the printer off for 1 minute and turn it back on.

•If the jam is severe, an IT Services technician can help remove the jam. Contact your printer brand Help Desk.

Processing Job
•If the printer displays Processing Job but nothing is printing the job may just be really large and taking a while to print.

•If it has not printed after 5 minutes, press the Cancel Job button on the printer.

•If the job will not cancel, power the printer off for 1 minute and turn it back on.

IO or Other Error

 Most IO errors will be cleared by powering the printer off for 1 minute and turning it back on. You may also need to check to make sure the network cable on the printer is plugged securely into the printer and into the network jack on the wall.

Tray Empty:

Add paper to the appropriate tray.
Flashing Lights: Most personal desk jet, ink jet and bubble jet printers will have flashing light codes to tell you what is wrong. These differ from manufacturer to manufacturer and also from model to model. Consult your manual or manufacturers web site. In case of any problem, call the printer company’s help desk or relevant department.

2. What do I do if my printer cannot recognize the ink cartridge?

No print head in cartridge (Epson, most Canon, Brother, Xerox)? This will most often occur with compatible Epson cartridges with a chip in the front of the cartridge. The simple reason is that the chip is not properly connecting with the printer. Is the cartridge properly seated? Try pushing it firmly down and make sure it is properly seated. If this does not solve the problem, turn the printer off, remove the cartridge and reinstall, making sure it is correctly seated. Turn the printer back on and see if the cartridge is recognized. If not, repeat this process several times.

Cartridge has print head (All HP, Lexmark, and some Canon)? This is caused by improper contact with the printer, or dirty contact points on the cartridge or in the printer. Clean the print head and the printer with a lint-free cloth or paper towel dipped in alcohol, distilled water or a non-greasy cleaner. Clean in a circular motion. Try reinstalling the cartridge. "Drop" the cartridge into the holder and slightly wiggle the cartridge a few times to ensure correct seating. Then lock the cartridge in place.

2. What do I do if printer indicates cartridge is EMPTY or OUT OF INK but there is ink in the cartridge

Compatible cartridges commonly hold more ink than originals. The original cartridges are designed to hold a fixed volume of ink and print almost the same number of pages every time. Because of the higher ink volume, compatibles normally print more pages. Instead of reading the actual ink level, many printers keep a count of the number of pages printed. Once you install a new original cartridge it starts the count again.

When you install a compatible cartridge, the printer sometimes doesn’t reset the ink level automatically. Once the printer has printed a certain quota of pages it thinks that cartridge is empty even if it is full of ink.

Recommended Solution:

• Restarting your printer may overcome the signal and reset the ink level. Printer will then print normally until the ink supply is minimal.

• If this does not solve the problem
find out if the cartridge has a copper chip at the bottom. If the cartridge has a chip you should gently clean this chip with a tissue paper or cotton. Also, gently clean the copper chip in the printer itself where you insert the cartridge. After this cleaning procedure, reinstall the cartridge and restart your printer.

• If your printer is a Lexmark or Dell brand, you may continue to receive this error message however the printer will allow you to print anyway.

3. Why does the cartridge I received look bigger than the one thats already in my printer?

A majority of our remanufactured cartridges are equipped with a protective clip that must be removed before installation. This is an exterior clip that runs along the side of the cartridge that protects the cartridge from any possible damage. Please open the package and carefully remove the protective clip as well as any protective tape that is covering the print head of the cartridge.

4. Why is my toner cartridge producing poor quality prints?

There are many reasons for poor quality printouts from laser toner cartridges, please see below for possible solutions:

 Black Lines

 1. Dirty fuser entrance guides. Clean the guides.

 2. Defective Fuser Assembly. Replace Fuser Assembly.

 Or

 1. Clean the primary corona wire of the drum unit.

2. Make sure the primary corona wire’s blue tab is at the home position

 Or

 Make sure that a torn piece of paper is not inside the printer covering the laser scanner window.

Blank Pages

 1. No toner in cartridge. Replace toner cartridge.

 2. Defective laser shutter. Check laser shutter to free operation.

 3. No transfer roller voltage. Replace transfer roller.

 4. No developing bias. Replace engine board.

 5. Defective laser scanner. Replace laser scanner assembly.

Black Page

 1. Defective primary charge roller. Replace cartridge.

 2. HVPS contacts are dirty. Clean inside printer (all contacts).

 3. Laser drive circuitry is damaged. Replace engine control board followed by the formatter if needed.

 Drop Outs

 1. Paper may be too smooth. Check the paper type and quality.

 2. Operating environment out of specifications. Make sure it meets specifications.

 3. Wrong density setting. From Print quality menu on the control panel, adjust density setting. Make sure Economode is off.

Bubble Print

 1. No drum ground path. Replace engine controller board.

 Dirt on Back

 1. Dirt inside of printer. Print at least 10 pages to see if the problem goes away. Print a cleaning page. Identify and clean the contaminated part according to the repetitive defect ruler. If contamination cannot be removed, replace the contaminated part.

 2. Check for toner leaks.

 3. Print media does not meet printer specifications or is stored improperly. Replace print media.

 Creases

 1. Wrong tray. Print from a different tray.

 2. Wrong output tray for media type. Print to a different output bin (top or rear output bin).

 3. Obstruction in paper path. Check the paper path for labels or paper debris.

 Curls

 1. Paper does not meet specifications for printer. Check paper.

 2. Printers environment is out of specification. Check environment.

 3. Wrong output bin. Print to a different output bin.

 4. Wrong fuser setting for paper. From the paper handling menu, change fuser mode setting or change paper type in the
driver.

Distorted Image

 1. Poor connection of cables to the engine controller board and/or scanner. Reseat the cables connected to the engine controller board and scanner.

 2. Defective scanner. Replace scanner.

 3. Defective engine board. Replace engine board.

Grey Background

 1. Print media does not meet printer specifications or is stored improperly. Replace the paper.

 2. Wrong toner density setting. From the print-quality menu on the control panel, adjust the toner density setting. Make sure EconoMode is off.

 Loose Toner

 1. Dirt in the printer. Print a few more pages to see if the problem corrects itself. Clean the inside of the printer or use the printers cleaning page.

 2. Defective fuser. Replace the fuser.

 3. Paper might be too smooth. Check the paper (or other print media) type and quality.

 4. Wrong fuser setting for paper type. From the paper-handling menu on the control panel, change the fuser mode setting or choose another paper type from the printer driver.

 Skew

 1. Print media is not loaded correctly or trays are not adjusted properly. Make sure print media is loaded correctly and that the guides fit properly against the media stack.

 2. Registration assembly and/or scanner assembly are improperly installed. Be sure that the registration assembly and scanner assembly are installed correctly.

 Toner Specks

 1. Dirt in printer. Clean inside printer or use the printers’ cleaning page.

 Vertical White Lines

 1. Defective fuser. Replace the fuser assembly.

 2. Dirt in the laser path. Clean the laser path.

 Toner Smear

 1. Dirt in the printer. Print a few more pages to see if the problem corrects itself. Clean the inside of the printer or use the printers cleaning page.

 2. Fusing Assembly is defective. Replace the Fusing Assembly.

 3. Paper might be too smooth. Check the paper (or other print media) type and quality.

 4. Wrong fuser setting for paper type. From the paper-handling menu on the control panel, change the fuser mode setting or choose another paper type from the printer driver.

Horizontal Smudges

 1. Paper-path contamination or damage. See the Repetitive defect ruler.

 2. Check the toner cartridge and replace it, if necessary.

 3. Check the fuser and replace it, if necessary.

 Light print, Dark Print or Fade

 1. Defective engine controller board or high voltage power supply. Replace the engine controller board and/or high voltage power supply.

 2. Defective laser/scanner. Replace the laser scanner.

 3. Poor contact to the engine controller board. Ensure that the drum ground spring is connected to the engine controller board correctly. Clean the contacts if they are contaminated. If the problem remains after cleaning, or parts are damaged or deformed, replace them. Replace the engine controller board, if necessary.

 4. Toner cartridge is low. Replace the toner cartridge.

 5. Transfer roller is defective. Replace the transfer roller.

 6. Wrong toner density setting. From the print-quality menu on the control panel, adjust the toner density setting. Make sure EconoMode is off.

Fading Print

 1. Wrong toner density setting from the print-quality menu on the control panel, adjust the toner density setting. Make sure EconoMode is off.

 2. Toner supply is low. Replace cartridge.

 3. Transfer roller is defective. Replace transfer roller.

 4. Print media does not meet printer specifications or is stored improperly. Replace the paper.

 5. Defective scanner. Replace scanner.

 6. Defective engine controller board. Replace engine controller board.

Blank Spots

 1. Dirty or deformed transfer roller. Replace the transfer roller.

 2. Defective toner cartridge. Replace the toner cartridge    

General return policies

Please do not ship any products back until your Return Merchandise Authorization is approved (you will receive a confirmation email). To obtain an RMA, please go to our Returns Center.

Returns are accepted on compatible and remanufactured items 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. Please return your package promptly to ensure timely refunds or replacements.

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 Webpages your page coverage is closer to 15% and therefore the number of pages printed with each cartridge will be 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

If the return date is within 90 days from the date of purchase, you can return the items for a refund (minus the original shipping charges) or request a replacement. Inkvironment will pay for the return shipping via Pre-paid FedEx label.

In case the FedEx service is not valid for your location, you will have to return the items at your expense and then fax the receipt to (844) 866-3474 including the tracking number and your RMA number. We will reimburse your return shipping cost up to $19.95. 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. Inkvironment 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@inkviroment.com. If the package is lost or not delivered to us, we will not be able to issue the refund.

Replacement options:

You will have to elect 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. If you need a replacement urgently, 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.

Please note that the shipping method for the replacement order will be the same as that selected in the original order.

Returns of non-defective compatible and remanufactured items

All non-defective products (items ordered incorrectly, items no longer needed, printer broke, etc.) must be returned in the original packaging in as-new condition, that is, unopened and unused.

If the return date is within 90 days from the date of purchase and the items are unopened, you can return them for a refund (minus the original shipping charges). Please note that we do not do exchanges for different products.

If the return date is after 90 days from the date of purchase, you cannot return the items. You might consider selling them at auction on eBay or list them on Craigslist.

Inkvironment 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@inkviroment.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

If the return date is within 30 days from the date of purchase and the items are unopened, you can return them for a refund (minus the original shipping charges and a 15% restocking fee). Inkvironment will not pay for the return shipping.

If the return date is after 30-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 30 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@inkviroment.com. If the package is lost or not delivered to us, we will not be able to issue the refund. 

Returns of defective OEM/Original items

Name brand OEM (original equipment manufacturer) items are covered by the respective manufacturers 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

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

800-444-1527

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

XEROX

800-ASK-XEROX (800-275-9376)

IBM

877-426-6006

Hardware product returns

All hardware return requests must be made within 30 days from the date of purchase. Defective products will be tested upon receipt. If the product in question is defective, a replacement will be shipped or a refund will be issued (depending on customer’s preferences and stock availability); if the machine works correctly, it can be returned to you at your expense.

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 go to our Returns Center. Once the RMA is processed and approved, 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, Inkvironment 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. Inkvironment 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 when it is required) 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.

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.

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