Return Policy

Exceeding Your Expectations

Our dedicated team members stand ready to exceed your expectations in providing exceptional customer service. Our goal is to be your valued office and printer supplies partner providing you with industry-leading responsiveness, support and advice.

For this reason, we have established a customer-friendly return policy.

How to Exchange or Return a Product

Prior to returning products for exchange or refund, customers must contact Concord Supplies to request a Return Authorization (RA). Please note, no product returns will be accepted without an Ink & Toner USA provided RA.

When initiating an exchange or return, please be prepared to provide:

1. Order Number
2. Date of Order
3. Specific item(s) to be returned
4. Reason for Return

Once a RA has been issued, the Ink & Toner USA team member will provide instructions as to how this item is to be returned. In most cases, a pre-paid FedEx or UPS shipping label will be provided via email or standard mail. If the label issued by Ink & Toner USA is not utilized, the shipping cost for returning merchandise will be the customers responsibility. No more than one return label will be issued.

When returning product, the RA number must appear clearly on the outside of the package next to the shipping label.

To return or exchange products, please submit a Return Authorization Request Form.

Exchange and Returns Timing

Upon receipt of the Ink & Toner USA issued pre-paid shipping label, merchandise must be returned to Ink & Toner USA within five (5) business days. If instructed to return products in an alternative manner, merchandise must be returned within fourteen (14) business days from the date of issue. Please note, RAs will expire fourteen (14) business days from their issue date and no refund will be issued.

Once Ink & Toner USA has received the defective or returned product, you will be issued a credit. If Ink & Toner USA does not receive the returned item(s) within the specified time, we will be unable to issue a credit for the returned merchandise.

Upon request to replace or exchange merchandise, a replacement order will be made and a charge will be issued against your credit card on file. No shipping charges are incurred on replacement orders. The replacement product will be promptly shipped. Please allow two (2) to five (5) business days for delivery.

Customers returning items for a refund will receive a credit to the credit card or PayPal account used for the initial purchase. The refunded amount will reflect the amount paid for the originally purchased product(s). Shipping costs cannot be refunded. Please allow ten (10) to fourteen (14) business days for return processing and up to thirty (30) business days for the refund to appear in your credit card account statement. Customers must notify Ink & Toner USA of any changes to the credit card or PayPal account at the time the return request is made.

Shipping & Ordering Errors

Ink & Toner USA Shipping Errors  We apologize for any inconvenience caused by our error and will gladly take the product back, as long as you make your claims for Shipping Errors within two (2) business days of delivery of goods. Correct products will be shipped promptly if available.

Customer Ordering Errors  We are happy to take back product ordered in error but understand we may assess a restocking charge for this service. Ink & Toner USA must be notified of the error within two (2) business days of the delivery. Returns must be in the original packaging and factory sealed. If the product is not received in salable condition, no refund will be issued. Shipping costs incurred for the return of the product(s) will be at the customers expense. A Concord Supplies issued RA is required.

Product Returns

The following provides details around the specific return policies of each product type.

OEM Ink, Toner and Office Paper Returns  All OEM ink, toner and office paper return requests must be made within fifteen (15) calendar days of the original invoice.

Ink & Toner USA Compatible Ink & Toner Returns  All compatible ink, toner and office paper return requests must be made within sixty (60) calendar days of the original invoice.

Other Products  Return requests on all products not specifically listed in this return policy must be requested within ten (10) calendar days of the original invoice..

Non-defective product returns must be unused, unopened and in resalable condition. If a returned product is not defective or was not result of a Ink & Toner USA shipping error, a restocking fee may be assessed. For all product returns, a restocking fee of the lesser of 15% or $25.00 per unit will be charged. Defective and dead on arrival (DOA) products will be tested upon receipt at Concord Supplies. See Return Policy Exceptions below for products that may not be returned as Defective. If the product is defective, a replacement will be shipped; if the product tests OK, it will be returned to the customer at the customers expense. All defective products must be returned in the original carton with ALL original pieces, packing materials and manuals.

Return Policy Exceptions

The following are exceptions to our return policy.

Bottled Copier/Toner Supplies  All products are examined and are in salable condition before shipping and therefore are not returnable. All sales are final.

Cartridge-Based Copier Supplies  Due to the simple nature of these products most printing errors will require a service call. To obtain a RA for this type of product, you need to provide Ink & Toner USA Customer Service with a letter from the Manufacturer or Authorized Service Technician describing the defect(s) identified during the service call. A copy of the letter MUST accompany the returned product.

Goods Damaged by Carrier Mishandling  If the exterior package/carton is damaged by carrier mishandling and the contents have been harmed, you MUST keep the original package/carton and contact the carrier directly to file a claim.

• FedEx  Claims for FedEx shipments damaged in transit, non-delivery, or denial of signature must be made within 15 days of original invoice. FedEx Customer Service may be reached at 1-800-Go-FedEx (1-800-463-3339) or via www.fedex.com.
• UPS  Claims for UPS shipments damaged in transit must be made within 30 days of date of original invoice AND the original shipping carton must be retained. UPS Customer Service may be contacted at 1-800-PICK-UPS (1-800-742-5877) or via www.ups.com.