|Frequently Asked Questions|
|Q. Can I get a copy of the invoice? A. Yes, contact us at firstname.lastname@example.org or 972 494 3300. Provide the representative with your order number and they will get you a copy of your invoice.|
|Q. I received my order, but some products are missing. A. Please contact us at email@example.com or 972-494-3300 with your order number and tell the representative the problem you are having. Our representatives will assist you in tracking down the missing items.|
|Q. Is my order guaranteed to arrive the next day? A. The only way to guarantee next day delivery is to order next day air shipping and get your orders in by 1pm CST. For the exception of Friday, if you would like to get your package on Saturday you will have to request that. Otherwise, next day air service will get it to you on the following Monday. To verify that you have placed your order on time please contact us at firstname.lastname@example.org or 972-494-3300|
|Q. Once my order is placed, can I cancel it? A. Yes you can. Please contact us at email@example.com or 972-494-3300 with your order number and tell the representative that you would like to cancel the order and the reason why.|
Q. What else can Customer Service help me with? A. All customer service representatives can assist you with anything having to do with previous orders and future orders. They can get you quotes on products, availability, shipping quotes, special requests, bulk order pricing, reseller pricing, etc.
Q. I ordered a specific product, but received something different, what do I do? A. Our distribution centers have a 99.7% accuracy rate. Unfortunately, there are times when the wrong item will be shipped. If this happens, contact us at firstname.lastname@example.org or 972-494-3300 to explain the problem and receive a return merchandising authorization (RMA) number.
|Q. What information do I need to do a return or exchange? A. You will need to contact us at email@example.com or 972-494-3300 and speak with a sales representative. You will need to provide them with your order number and the reason you are needing to do a return or exchange.|
Q. Once I have my RMA number what do I do next? A. If your product comes with a warranty that covers shipping from you to us, and then you will be provided a return shipping label. If not, you will need to pay for the shipping charges from you to us. Make sure to write the RMA # on the outside of the box so that we know what the shipment is pertaining to when it gets here. You must package your return product well to insure no shipping damage will occur. If the package does have shipping damage, we will not proceed with the RMA. Otherwise, once we receive the return, we will test it for defects and exchange or provide credit as needed. All returns are subject to a 25% restocking fee. *Details about our warranties are provided on our warranty page.
|Q. What is the different between "outright" and "on exchange" when I am buying a fuser or maintenance kit? A. "Outright” means that you bought the fuser/maintenance kit and it is yours to keep, you do not have to do anything else. When you buy "On Exchange" this means you will be charged a $25 core-charge. Once you receive the new fuser/maintenance kit you will need to put your old one in the box and ship it back to us. You will get refunded the $25 core-charge when we receive your old fuser.|
|Q. What's the page count? We can provide page count on each printer before purchase. However, please keep in mind that our standard of remanufacturing makes the usage count inaccurate as we do replace many of the moving parts within the printer that contribute to that reading. "Engine cycles" will be set to "0" and "Maintenance Kit Life" will be set to "100%"|