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Returns, Replacements and Credits




What is Tonerquest.com's Return Policy?

Tonerquest.com is happy to offer you a 30-day money back guarantee for merchandise, some restrictions from either Tonerquest.com or the manufacturer may apply. If an incorrect item was ordered or you changed your mind about your order, a restocking fee will be charged. (Restocking fees are determined based upon the condition of returned merchandise, the original freight, and the cost of item pickup). Damaged merchandise must be reported within 5 business days, please be sure to report the damage immediately with the shipping carrier when the package is delivered so that we can process your claim. (We have no grounds for a claim if the merchandise was signed for “free and clear” (no noted damage). If your item is defective, it needs to be reported within 30 business days, and you must have the original box. If you received fewer items than you ordered or the wrong item, it must be reported within 5 business days after delivery or carrier noted delivery. 


Returns must be 100% intact, in the original packaging with the UPC or barcode CLEARLY VISIBLE. Any components, manuals, registration card(s), software, cables and/or accessories must also be included. Unfortunately, if merchandise returned to our warehouse is in a non-restockable condition, we will be unable to issue a full credit.

Return Procedure

To have a return processed for your order you can either send us an email to returns@tonerquest.com, click on “My Account”, select the order you wish to return and click on "return Items" to fill out a return form or call our toll free number at 800-338-6637 Monday - Friday 9am - 6pm EST.


Please have the following information ready when you call: 
1. Original order number 
2. Item being returned and quantity 
3. Reason of return
4. Your name and daytime phone number
5. Your e-mail address
6. Please also advise us as to whether or not you would like your merchandise reshipped or credit posted to your account


All returns require that a Return Merchandise Authorization (RMA) number to be issued by our Customer Service Department via our Customer Service Center. Return numbers must be written clearly on the outside of all returned packages (NOT ON MANUFACTURER PACKAGING). All packages returned without return numbers will be refused and returned to sender and the sender will be liable for all freight. Please allow 15-25 business days for return processing and credit postage to your account.


Tonerquest.com will apply full refund of the original purchase price of the item if it is received in the same condition it was delivered. Shipping and handling charges will be deducted for orders returned due to customer error. Some orders that are deemed customer error will be the customers' responsibility to return after receiving the RMA number and return address. Please be advised all returns may be subject to restocking fees. Restocking fees are determined based upon the condition of returned merchandise, the original freight, and the cost of item pickup. Special order items, dated goods and / or custom products are not returnable withTonerquest.com

What is Tonerquest.com's Return Policy for Dated Products?

Dated Products are any items that contain annual date information such as calendars, appointment books and organizers, business journals and diaries, desk and desk pad calendars, and wall calendars and planners. All sales of Dated Products are FINAL and Tonerquest will NOT accept the return and/or exchange of any such Dated Products for credit or other consideration.


What is Tonerquest.com's Return Policy for compatible ink and toners?

Toner Quest offers a 1 Year 100% satisfaction guarantee for all compatible toners. If at any time during the first year your compatible toner does not perform as expected then simply call us to arrange for a refund or exchange of your purchase price. All unopened ink and toner that has not reached its expiration date may be returned for credit of the purchase price."

 

What is Tonerquest.com's Return Policy for Hardware and Software?

Please remember to back up all of your data before installing any new software, or peripherals. Tonerquest.com is not responsible for any lost data. Opened laser, inkjet printers and / or fax machines may be exchanged for the same item only, within 30 days of your product's shipping date. No refunds are available for these items if opened. Hardware and software returns must be returned to Tonerquest.com at customer’s expense to our tech warehouse. Special order items and / or custom products cannot be returned. Due to certain manufacturer return policies some electronic items will not be accepted for return due to customer cancel. This information will be provided to customer once return request has been made. Open hardware or software is non-returnable.


Only defective software can be returned. The return MUST take place within 30 days of invoice date and may only be replaced for the same software title. Defective software will be replaced upon receipt of the defective product if customer wishes to receive replacement item.

How does Tonerquest.com’s Money Back Guarantee work?

Tonerquest.com offers a 30-day money back guarantee for merchandise subject to manufacturer and/or Tonerquest.com restrictions. However, if the incorrect item was ordered or customer has changed their mind regarding an order, a restocking fee will apply. 


Damaged merchandise must be reported within 5 business days. However, we have no grounds for a claim if the merchandise was signed for “free and clear” (no noted damage). Defective items need to be reported within 10 business days, and must have the original box. Shortages/Warehouse mispicks must be reported within 5 business days after delivery or carrier noted delivery. Restocking fees are determined based upon the condition of returned merchandise, the original freight, and the cost of item pickup. All consumable and/or medical items are non-returnable and non-refundable. Special order items and / or custom products are not returnable with Tonerquest.com will advise you if this applies after you request a return. Commercial coffee urns and Non-Stock or Close-Out Merchandise are non-returnable.

If you would like to know if your product is covered by the Money Back Guarantee, contact our Customer Service Department via phone at 800-338-6637 or email us at cs@tonerquest.com.

What if my product is defective?

If your product is defective in any way, please contact our Customer Service Center or go to Returns so that we can provide you with a RMA (Return Merchandise Authorization) Form. Please fill in the form with all requested order information. Defective software will be replaced upon receipt of the defective product if customer wishes to receive replacement item.

What is Tonerquest.com's Exchange Policy?

Tonerquest.com will gladly offer an exchange for any items received damaged or defective provided the damaged items are reported within 30 business of the order delivery and the defective items are reported within 30 business days of the order delivery. Due to Tonerquest.com policy, any claims made after 30 days of receipt of order cannot be honored by Tonerquest.com. Special order items and / or custom products are not returnable with Tonerquest.com.

How do Restocking Fees Work?

Please be advised all returns may be subject to restocking fees. Restocking fees are determined based upon the condition of returned merchandise, the original freight, and the cost of item pickup.

Does Tonerquest.com provide Technical Support?

Tonerquest.com will gladly offer manufacturer contact information if technical support is necessary. Simply call our toll free number: 1-800-338-6637 Monday - Friday 9am - 6pm EST or email us at cs@tonerquest.com and manufacturer contact information will be provided.


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