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Frequently Asked Questions

For questions concerning problems you might get after you received your cartridges, take a look at our troubleshooting guide.

APO/FPO Addresses

  1. What are APO/FPO Addresses?
  2. How to create an account with APO/FPO Addresses?

Customer Service

  1. I ordered the wrong cartridges, or my printer died after I ordered your cartridges. What shall I do now?
  2. I accidentally clicked "Confirm Order" twice. My credit card company told me I was charged twice. What shall I do?

Ordering

  1. How do I place an order online?
  2. How do I know that my order went through?
  3. Why did you contact me for billing information again?
  4. Can I order by mail or fax? Can I place an order by phone?
  5. Is this a secure site to use credit cards? What cards do you accept?
  6. What's your shipping method? How long does it take to get my order?
  7. I cannot find my printer listed, where can I find my cartridges?

Page Yield

  1. What does 5% Coverage of the page mean?

Products

  1. What is the difference between your products and OEM products?
  2. Will the use of compatible, remanufactured or refilled cartridges void the warrant of my printer?
  3. Why should I use compatible, refilled, or remanufactured cartridges? Are they safe for my printer?
  4. What shall I do if no ink comes out after a new ink cartridge is installed?
  5. Why does the printer stop printing or signal "Ink Out" after printing for just a while?
  6. Are all cartridges suitable for refilling?
  7. Do you sell cartridges with smart chips? Are chips included in the cartridges you are selling? Do I have to buy separate reset tools to install the cartridges?
  8. What kind of guarantee do you provide for your products?
  9. What is the difference between dye-based and pigment-based ink?
  10. What is the difference between compatible Canon photo and normal cartridges?
  11. What are cleaning cartridges?
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APO/FPO Addresses

What are APO/FPO Addresses?

APO stands for Army Post Office (Army and Air Force). FPO stands for Fleet Post Office (Navy)

REGION:
(AE) - "Armed Forces Europe" is for recipients stationed in Europe, Canada, Africa, or the ME;
(AA) - "Armed Forces Americas" is for recipients stationed in the Americas; and
(AP) - "Armed Forces Pacific" is for recipients stationed in Asia or the Pacific.
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How to create an account with APO/FPO Addresses?

Fill out all the required information as normal. In the City field type in either APO or FPO, and from the State dropdown box select either AA, AE, or AP.
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Customer Service

I ordered the wrong cartridges, or my printer died after I ordered your cartridges. What shall I do now?

Please contact customer service with your order number or invoice number.
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I accidentally clicked "Confirm Order" button twice. My credit card company told me that I was charged twice. What shall I do?

Normally you don't have to do anything. We will either cancel your second payment or issue you a credit for duplicate payment immediately. Wait until you receive your credit card statement to check if you get charged twice. The funds for the order will be held 7-10 business days by your credit card issuing bank even if we have cancelled your second payment. If your credit card statement DOES show multiple charges, please contact us for refunds.
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Ordering

How do I place an order online?

First, select your printer brand and printer model. Enter the quantity you want to order and click "order". The order procedures are self-explanatory. If you have any problem, please contact us by email.

CAUTION: Be careful about the printer model. For example, Epson Stylus Color 820 and Stylus Photo 820 use completely different cartridges.
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How do I know that my order went through?

After your order is submitted, you should receive two email confirmations, one has the order details that you provided to be checked and the other one is the confirmation that your order has been shipped.

If you have any concerns about your order, please contact us.
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Why did you contact me for billing information again?

Please note that if your billing address doesn't match the address at your credit card issuing bank, we will verify your billing address with you over email or phone calls at our own discretion. Your order will be processed only after we get a satisfactory answer from you. This procedure is taken to protect you from fraudulent activities on your credit card.
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Can I order by mail or fax? Or can I place an order over the phone?

Yes, we accept orders by mail or fax. Just fill out the mail/fax order form posted on the web and follow the instructions at the end. At this time phone orders are not taken.
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Is this a secure site to use credit cards? What credit cards do you accept?

This is a secure site for you to submit credit card information. All credit card information at the checkout page is encrypted. We accept Visa, Master, American Express, and Discover.
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What's your shipping method? How long will it take to get my order?

We use USPS first class mail, priority mail, and FedEx Ground to ship your orders. It normally takes 2 - 10 business days to deliver your order. Please refer to our Shipping Policy for more details.
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I cannot find my printer listed, where can I find my cartridges?

For Hewlett Packard and Lexmark printers, we currently deal in remanufactured cartridges. Unfortunately for the relatively newer ink cartridge models, the remanufactured cartridge supply is not available yet. If you cannot find your printer listed, it is probably because it is one of such model and we do not have the supplies for them at the moment.
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Page Yield

What does 5% Coverage of the page mean?

For the purpose of cartridge yield measure, almost all printer manufacturers base their ink/toner cartridge yields on 5% coverage. This means only 5% of the whole page is covered with ink or toner. 5% coverage implies basic type with no bold characters, no graphics and no pictures.

Click here to see a sample page with 5% coverage.

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Products

What's the difference between your products and OEM products?

OEM is "Original Equipment Manufacturer". OEM cartridges are referred to cartridges bearing the same brand names of the printers.

Our products are either compatible cartridges - which are manufactured by a respected manufacturer with high quality standards (ISO 9001 certified) using all brand new parts, or remanufactured cartridges - which are manufactured from recycled empties after disassembling, inspecting, cleaning, reassembling, refilling, and testing. All our products are manufactured to meet or exceed the specifications and high-quality standards of OEM products.
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Will the use of compatible, remanufactured cartridges or refills void the my printer warranty?

No, the use of compatible, remanufactured cartridges or refills will not void the warranty of you printer. It is stipulated in "MAGNUSON-MOSS WARRANTY IMPROVEMENT ACT" passed by the US Congress.
MAGNUSON-MOSS WARRANTY IMPROVEMENT ACT
United States Code Annotated
Title 15 Commerce and Trade
Chapter 50 Consumer Product Warranties
15 Section 2302
(c) No warrantor of a consumer product may condition his written or implied warranty of such product on the consumer's using, in connection with such product, any article or service (other than article or service provided without charge under the terms of the warranty) which is identified by brand, trade or corporate name; except that the prohibition of this subsection be waived by the commission if:
1) The warrantor satisfies the Commission that the warranted product will function properly only if the article or service so identified is used in connection with the warranted product, and
2) The Commission finds that such a waiver is in the public interest.
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Why should I use compatible cartridges, refills, or remanufactured cartridges? Are they safe to my printer?

There are a lot of reasons for using compatible/remanufactured cartridges or refills. You can enjoy huge savings on printer consumables while getting similar or the same results. Also by using remanufactured cartridges or refills, you help protect the environment. The key issue is to find a reliable supplier like us with high-quality products and supreme customer service to stand behind our products.

Our products are safe for your printer. By choosing our products, you get best values - low prices but high quality products and most important of all, excellent customer services.
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What shall I do if no ink comes out after a new ink cartridge is installed?

First, check to see if you have removed the yellow plastic tag completely from the cartridge surface.
If you have already removed the yellow tag, the problem might be that the presence of air bubbles around the print head while changing cartridges blocks inkjets. Poor color or white lines on printouts could be for the same reason.
You may either proceed with the "Cleaning Print Head" function in your printer for a couple of times to remove air bubbles, or, leave your cartridge inside the printer for an hour or so to let the bubbles rise to the top.

AVOID TAKING OUT THE CARTRIDGE FROM THE PRINTER ONCE INSTALLED.
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Why does the printer stop printing or signal "Ink Out" after printing for just a while?

Some printer models have printout-counting system, to which the printer manufacturer has pre-set the limit of the printing volume of a cartridge. If a functioning cartridge is taken out of the printer and replaced with a new one, the printer will not reset itself but continue to add numbers to the previous count until the limit is met and "Ink Out" signal is on again. You can restart the printer and run the "Replacing an Ink Cartridge" process again. Do remember not to replace the cartridge until the printer signals "Ink Out" for the next time.
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Are all cartridges suitable for refilling?

Many cartridges, especially those without print head attached, are not suitable for refilling because inserting the cartridge into the printer several times may enlarge ink outlets and cause ink leakage. It is more cost effective to use a brand new replacement cartridge.
Cartridges with built-in print heads, most HP and Lexmark cartridges, can be refilled successfully with innovative devices under correct usage. Please read instructions enclosed in each package for details when you purchase our refill kits.
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Do you sell cartridges with smart chips? Are chips included in the cartridges you are selling? Do I have to buy separate reset tools to install the cartridges?

Yes, we sell a lot of compatible cartridges with smart chips. The chips are already installed in the cartridges and you don't have to pay extra money to get them. Neither do you have to buy separate tool set to install the cartridges.

CAUTION: DON'T TOUCH THE CHIP BY HANDS. READ INSTRUCTIONS ENCLOSED BEFORE INSTALLING THE CARTRIDGE.
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What kind of guarantee do you provide for your products?

We promise that our customers are 100% satisfied. Please see more details in Product Guarantee.
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What is the difference between dye-based and pigment-based ink?

Dye ink uses water-soluble dye and pigment ink uses water-insoluble particles to deliver color to the paper. There are few major differences between inks that are dye-based and pigment-based. Epson's patented Durabrite is a pigment-based ink formula.

Pigment based ink are much more resistant toward water stains and sunlight. Dye based printouts will become fazed by water stains, where pigment based printout would not be effected. Pigment-based ink printouts may withstand direct sunlight exposure, while dye-based printouts may last half to one year before fading happens.

Dye based ink do have a wider color gamut compared to pigment based ink. Some people find printouts with dye based ink have more vibrancy.
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What is the difference between compatible Canon photo and normal cartridges?

For some models of the Canon printers that use the BCI-3e series cartridges, there is an option to use a photo-style ink cartridge instead of the normal ink cartridge models. However, it is important to note that in order to use the photo cartridges, you will need a different print head (the holder where the cartridges is installed). The photo and normal black cartridge are of different sizes and are not interchangeble. Please note this fact and make sure you have the correct print head before ordering these cartridges.
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What are cleaning cartridges?

Over time, a print head will require maintenance in order to sustain the printout's quality. A cleaning cartridge contains a cleaning solution which helps clear the print head in the case where normal head cleaning is not sufficient. A single cleaning cartridge can usually be reused multiple times. This helps significantly on extending the life of your printer's print head.
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*The answers and suggestions listed above are general information based on our best knowledge and wide range of experience in the industry. As variation in structure and printing mechanism do exist among inkjet printers and cartridges, the information given above are referred to here for your reference only and may not be applicable in all cases.

All printer ink cartridges brand names and trademarks are the properties of their respective holders and are referred here for descriptive purpose only. We are not associated with Epson, Canon, Hewlett Packard, or any other inkjet printer cartridges manufacturer.

 
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