Frequently Asked Questions

Order Status

Why haven't I received my order yet?
Most packages are received within 1-3 business days after the order is placed.
If you have waited more than 4 days for your order to arrive, please contact our customer service department and ask them to track the order for you

Why haven't I received an email confirming my order?
When your order has successfully processed, you will see an order confirmation number on the receipt page.
This number, which is also emailed to you when your order is placed, confirms that your order has processed successfully. If you didn't receive a confirmation, please contact one of our customer service operators, who will place the order for you.
 If you never received a confirmation email from us, please check your spam filters or with your ISP, to ensure that you are allowing emails  from our website

What if my package is lost?
If you have not received your order within 4 business days from the day your order was shipped, please contact our customer service center.
We will provide you with a claim form, and once the claim form is completed and returned to us, we can reship or refund your order.

Order Payment

How do I pay for my order?
After you have chosen the items you wish to purchase, click the "Checkout"" button. This will lead you to our secure checkout page. Here you will be asked for your billing and shipping and payment information. TonerDirect accepts the following payment types:
 - Visa
 - MasterCard
 - Debit Cards with Visa or MasterCard logos
 - Personal Checks
 - Money Orders
 - Direct Deposit
 Note: If you would like to order with a purchase order, please contact our Customer Service Centre on freecall 1-800 779 003.

What can I do if I ordered the wrong cartridges?
If you realize immediately that your order is incorrect, please call our customer service center at 1800 779 003.
 If the product hasn't already shipped, we will help you cancel the original order and place a new one. If your order has shipped, or you receive your order and realize it is the wrong product, please contact our customer service center to make arrangements to return the order back to us for a full refund. 

How do I receive a return authorization (RA)?
In order to receive an RA, please contact our customer service center on 1800 779 003.
One of our representatives will be happy to initiate the process for you. Returning your product without an first obtaining an RA from us may cause a delay in processing your return and issuing any refunds.

Trouble Shooting

Why isn't my printer model listed on the box that I received? Is my new cartridge compatible with my printer?
Because some cartridges fit as many as 50 different printers, there is simply not enough space on the box to list each compatible model. If the product numbers on the box match the cartridge number on your old cartridge, then you have the right one.

Why does my cartridge have a different letter (like A, G or D) on the end of the name?
The letters on the end of the product name actually indicates the amount of ink that a Hewlett Packard OEM cartridge contains. Regardless of the letter at the end, the physical cartridges are exactly the same.

Why doesn't my cartridge fit into my printer?
Some inkjet cartridges, particularly those for HP, Lexmark and Compaq are shipped in a protective plastic clip. This may cause the cartridge to appear like it won't fit inside the printer.
If provided, please remove the shipping clip. After removing the clip, the cartridge should look exactly the same as your original cartridge.

Policies

What is your warranty?
We offer the full manufacturers risk-free warranty on all of our products.

Do you accept orders outside of Australia ?
Currently, we are only able to accept orders from Australia

What is the applicable sales tax?
The law requires us to charge the applicable GST of 10% on all orders shipped to addresses within Australia.

How long does it take for my order to be delivered?
The length of time it takes to receive a package depends upon which where the cartridges are being sent to. Orders are generally shipped out of our warehouse within 12-24 hours.
 If you have chosen our free shipping option, you should expect your order to arrive within 1-4 business days via Australia Post, Fastway Couriers or StarTrack Expess.

Will my order be damaged if it is left outdoors at my delivery location?
Extreme hot and extreme cold temperatures can cause major damage to your inkjet cartridge or toner. If either of these conditions applies to your location, then we suggest that you don't leave your shipment outdoors for any extended period of time.

What credit cards do you accept?
TonerDirect accepts the following credit cards:
     - Visa
     - MasterCard
     - Debit Cards with Visa or MasterCard logos

 Can I make a payment with a purchase order?
If you are a business, school, government agency or organization and need to place an order, we would be happy to work with you.
Purchase orders must have a contact name, phone number and address and should be faxed to: (02) 4385 6633.

Product Information

Is this cartridge name-brand or generic?
Our complete line of printing products includes both name-brand (OEM) and generic cartridges and toners.
OEM cartridges and toners come with the quality and reliability you have come to expect from the manufacturers of these products.
We only offer the highest quality generic brands of cartridges and toners, and guarantee that they perform with the same quality as the OEM's, while costing just a fraction of the price. If for any reason you are unhappy with any of the products you received, please contact our customer service center about a refund.

What does OEM stand for?
OEM is an abbreviation for 'Original Equipment Manufacturer.' When you see a product on our site that says OEM, that means that it is one of the "name-brand" cartridges from Canon, Hewlett Packard, Lexmark, etc.

What is a compatible cartridge?
Compatible cartridges are brand new generic cartridges, designed to meet or exceed the OEM (Original Equipment Manufacturer) specifications and high standards of quality.
They are 100% brand new and are an economical alternative to expensive name-brand cartridges and supplies. The use of compatible generic replacement cartridges will not void your printer warranty, and each of these products is fully guaranteed.

What is a remanufactured cartridge?
Remanufactured cartridges have been recycled to meet or exceed OEM (Original Equipment Manufacturer) specifications. They recycling process involves disassembling, inspecting, cleaning, reassembling and filling the product with the relevant ink or toner.

What is a printhead?
The printhead is the most critical component of our printer - it is used to deliver the ink to the page that you are printing. Don't touch the printhead with your fingers.
Your printhead is a consumable that can wear out over time, much like the brakes on your car. It requires proper installation and ongoing maintenance to ensure the long life of service for your printer.
Most print quality problems are a direct result of improper care of the printhead. Proper installation, ongoing attention and maintenance are the keys to maximizing the life of a printhead.

What is the circuitry on the cartridge?
The circuitry that is seen on some cartridges (such as some HP or Lexmark Cartridges) is the ink delivery system or printhead. This mechanism is a system of nozzles that are used to push ink onto the paper. 

What is a nozzle?
Nozzles, or "jets" are located on the printhead. There may be anywhere from 48 to 320 nozzles on any printhead, and each of them is smaller than human hair.
Each nozzle is connected electronically to a heater (resistor) that actually heats and cools the ink inside the cartridge. When the ink is head, a bubble is formed. When the heat is removed, the bubble bursts and sends dots of ink through the nozzles and onto the paper in the printer.
This happens very quickly, creating dots that form print characters on the page at a rate of up to 6,000 drops per second. That is why you should never touch the nozzle or print head assembly with your fingers.

What is a safety clip?
Some of our inkjet cartridges, particularly those for HP, Lexmark, are shipped in a protective plastic clip. This may cause the cartridge to appear like it won't fit inside the printer.
Please remove the shipping clip. After removing the clip, the cartridge will look exactly the same as your original cartridge.

What is this tape on my cartridge?
An adhesive tape can be found on some models of inkjets. It may be one of several different colors and is used to protect the print head during transportation.
Please remove the adhesive tape before installing the cartridge into your printer.
Also, please do not use any other type of tape to protect the print head of your cartridge when you remove it from the printer. Sticky tape will push the glue resin into the nozzles of the printhead, thereby clogging them.

Recycling Information

Why don't you recycle epson cartridges?
Epson cartridges do not have a printhead. They are ink reservoirs made of plastic.
Because they don't have a printhead, each Epson compatible cartridge we sell is brand-new. Only cartridges with a print head are currently being recycled and remanufactured.