Printer Supplies
Frequently Asked Questions

Frequently Asked Questions are organized in the following order of topics:



Shipping

How do I change the shipping address after I placed my order?

Go to the Help / Contact tab on the Home page. Use the fill in form and high light "I want to change the shipping address on my last order" in the pull down menu. If the items have not shipped we will make the requested change and send you a confirming email. If your items have shipped you will be notified and are responsible to have the items redirected once they arrive at the original destination designated on your order.

How do I change the shipping address for future orders?

Go to the Help / Contact tab on the Home page. Use the fill in form and high light "I want to change my shipping address" in the pull down menu then fill in the rest of the form. We will access your account record and make the requested change and send you a confirming email within one business day of the receipt of your request.

When will my order arrive?

Until your order has shipped we are unable to give you an expected arrival time. Our shipping policy is outlined on our Home page under the Shipping Tab for your reference. Once your item has shipped we send you the name of the shipper and a tracking number that enables you to go to the shipper's web site and track the progress of the shipment. If you have not received your shipment as stipulated on the shipper's website please go to the Help / Contact tab on the Home page. Use the fill in form and high light "My order has not arrived" in the pull down menu then fill in the rest of the form. If we can not locate the shipment within one business day we will reship your order and expedite the delivery at our cost.

Credit Card and Payment

How do I change my credit card information?

Go to the Help / Contact tab on the Home page. Use the fill in form and high light "I want to change the credit card I used on the last order" in the pull down menu then fill in the rest of the form. Our representative will then contact you by phone and request the new credit card information and make the necessary change to your account information. Can I use a new credit card for a new order without contacting Tonermax-Puerto-Rico.com? Although this can be done it will require you to start as a new customer. If you choose to do this you will not receive any credit for previous purchases that may impact your National Account status or eligibility for other promotional opportunities in the future.

Changes to Existing Orders

How can I change an order I have already been confirmed?

Go to the Help / Contact page. Use the fill in form and high light "I want to add or delete products from my last order" in the pull down menu then fill in the rest of the form. If you have been notified that the order has shipped we will be unable to make the change. If you wanted more of an item or additional items you will have to place another order. If you wanted to eliminate or reduce the size of your order you may return the items using our Return Policy found in the Return tab on the Home page.

How do I change the shipping address after I placed my order?

Go to the Help / Contact tab on the Home page. Use the fill in form and high light "I want to change the shipping address on my last order" in the pull down menu then fill in the rest of the form. If the items have not shipped we will make the requested change and send you a confirming email. If your items have shipped you will be notified and are responsible to have the items redirected once they arrive at the original destination designated on your order.

Returns and Lost in Shipment

What should I do if I do not receive everything I ordered?

If you did not receive your order in its entirety please notify us using the Contact Us form found in the Help / Contact tab on the Home page. Use the fill in form and high light "I did not receive my entire order" in the pull down menu then fill in the rest of the form. We will investigate with the shipping company and the distribution center in an attempt to locate the missing items. You will be notified by email within one business day with the outcome of our search. If we are unable to locate the items and determine they were lost in shipment we will refund the cost of the items to you. If you paid additional shipping charges they will be refunded on a pro rata basis. You may reorder the products at your earliest convenience.

Can I return a product?

Yes. Please refer to the "Returns" tab at our Help / Contact page and follow the guidelines for returns.

Questions about the Website, Locating items not listed on the Website and Product Nomenclature

I am having trouble with the website, who can I contact?

Go to the Help / Contact tab on the Home page. Use the fill in form and high light "I am having a problem with the Web site" in the pull down menu and then fill in the rest of the form. Please describe the issue in the space provided and then send the form by clicking the "send" button. We will respond to your inquiry within 2 hours or the next business day based on our hours of operation.

How do I find the product I need?

Tonermax-Puerto-Rico.com provides a search feature, and allows you to browse by either brand or category. Our Web database is continually updated, but if you are still unable to find the item of your choice, please go to the Help / Contact tab on the Home page. Use the fill in form and high light "I can not find this product on your web site" in the pull down menu and then fill in the rest of the form. We will research your request and if we can source the item our response will include a price quote. If you want to order we will put the item in our database and you can then order it on line directly.

What is an OEM?

An OEM, or Original Equipment Manufacturer, is a company such as Apple, Canon, Compaq, Epson, Hewlett Packard, and Lexmark that produce inkjet printers and printer cartridges. OEM indicates that it is the product sold by the manufacturer of the equipment. Other companies manufacture supply items for equipment they do not manufacture and we offer their products as well. Both OEM and non-OEM are products guaranteed to your satisfaction.

What is a Compatible Product?

A compatible cartridge is a cartridge that is not produced by the Original Equipment Manufacturer (OEM). These cartridges are designed to meet or in best case even exceed the standards set by the OEM in terms of performance.

Do We Guarantee Compatible Products?

Our Compatible products are covered by 30-Days money back program. We will send you a replacement or money back if your product doesn't perform its functions to your satisfaction.

What is Our Product Substitution Policy?

Occasionally severe back-orders or other conditions could cause a major delay in the delivery of your order. At such times, Tonermax-Puerto-Rico.com reserves the right to use different brands of product as long as they are equal in price, performance and quality to expedite the shipment of your order. Should you receive such product and find it unsatisfactory, you may return the product for an exchange or refund.

Will using compatible products void manufacturers' warranties?

No. Under the Magnusson-Moss Warranty Act published by the Federal Trade Commission, a manufacturer can not deny a consumer's warranty based solely on the fact that that consumer used another vendor's consumables.

What is the difference between a U.S. and European cartridge?

The only difference between a U.S. and European (Rank) cartridge is the location where it was manufactured. Both are manufactured by the original OEM and backed by the same 100% guarantee.

Hours of Operation, Pricing and Product Guarantees

What are your hours of operation?

The website is available to place orders or research products 24/7. Our offices are open for business from 8:00 am to 5:00 pm Eastern Standard Time, Monday through Friday.

Are different pricing and terms available?

If you want to make an order in the amount of $10,000 or more, please fill in the Contact Us form and we will consider your offer.

Are your products guaranteed?

Yes. All supplies are also warranted by their respective manufacturers, but Tonermax-Puerto-Rico.com will handle returns and replacements of defective products on behalf of the manufacturer. Please refer to the "Returns" tab at our Home page and follow the guidelines for returns.

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