Frequently Asked Questions
General Questions | Shipping and Delivery Questions | Order Status Questions
Returns
Q: I want to return my purchase, what do I do?
A: If you are not 100% satisfied with the printer cartridges you purchased from Pacific Ink.com you can request a replacement, exchange them, or return them for a full refund within 365 days of purchase. Remember, exchanges and returns must be in the same condition you received them in, and in their original packaging. If you would like to request a replacement, exchange, or return, contact us right away.
Depending on when you send your package, it may take 4-5 business days for it to reach our warehouse. Within 72 hours of receiving your package the cartridges you return will be inspected by our staff. If the cartridges you return are in the same condition we sent them to you, and are still within their original packaging, your exchange/refund will be processed. Refunds will be made to your credit card or original payment method with 2 days. Depending on your credit card company, it may take an additional 2-10 days before your credit is posted to your account.
Q: How long does it take for me to get a refund?
A: It may take 4-5 business days for your package to reach our warehouse. Within 72 hours of receiving your package the cartridges you return will be inspected by our staff. If the cartridges you return are in the same condition we sent them to you, and are still within their original packaging, your exchange/refund will be processed. Refunds will be made to your credit card or original payment method with 2 days. Depending on your credit card company, it may take an additional 2-10 days before your credit is posted to your account.
Cartridges/Brands
Q: How do I know what cartridge(s) to buy?
A: If you are unsure of which cartridge(s) you should buy, there are a few ways to find out. (1) Use the Ink and Toner Finder tool, on our website. Simply locate the name of your printer, click on it, and you will see all of the cartridges that work with your printer. (2) Open the top lid of your printer. Most printer manufacturers are placing a sticker inside the printer. The sticker will tell you what cartridges you should use. (3) Check your printer’s user manual. Somewhere within the manual you will find a list of the cartridges your printer uses.
Q: I want to know if you carry a specific brand/type of cartridge?
A: There are two ways to get this information. The first is to use the Ink and Toner Finder tool, on our website. Simply locate the name of your printer, click on it, and you will see all of the brands/types of cartridges that work with your printer. The second way, and probably the faster way, is to call us. We’ll do the searching for you!
Miscellaneous
Q: I tried to check out and an item from my shopping cart disappeared. What happened?
A: Sorry about that! The items shown on our website are based upon what is in stock in our warehouse (at the moment you are ordering). Placing an item in your shopping cart does not guarantee you can purchase it. We figure it is better to know a cartridge it out of stock while you are on the website than to find out it is not available after you place your order.
Q: Do you have a printed catalog?
A: No. Our website serves are our catalog. If we were to print a catalog (we tried once) it would be as big as a phone book. If there is a cartridge you need, and you don’t want to browse the website, call us . We’ll find it for you.
Q: Do you match prices if an item goes on sale after I buy it?
A: Of course! If a cartridge you order from Pacific Ink.com goes on sale within 10 days of your purchase, just contact us anytime during those 10 days and we’ll refund the difference to your original method of payment.
Q: The cartridge I want is out of stock. What should I do?
A: Sorry we ran out of stock! When an item is out of stock you will have the option to provide your email address and receive an email notification when the cartridge is back in stock. Signing up for the notification does not reserve a cartridge for you, nor does it obligate you to purchase the cartridge.
Q: Do you do back orders?
A: No. If a cartridge is back ordered you member of our Service Team will contact you to see if you would like a replacement cartridge. If not, that portion of your order will be canceled.
Q: Is the cartridge I want going to go on sale?
A: We don’t know if a cartridge will go on sale, or be discounted, until it actually happens. The best ways to get the best prices on printer cartridges at Pacific Ink.com are to frequently check the website and to sign up for our email list. We announce all sales and discounts via email.
Q: Are there Pacific Ink gift cards or gift certificates?
A: Pacific Ink does not offer gift cards at this time.
Q: My email address has changed. How do I update my account?
A: Just log in to your online account, at Pacific Ink.com, and update the email address portion of your profile. Our Service Team can do the update for you if you call us. Please be prepared to answer a few account verification questions before we change your email address.
Q: How do I use my coupon code?
A: Using a coupon code is easy! Place all the cartridges you wish to purchase in your shopping cart then begin the checkout process. As you proceed through checkout you will be prompted to enter your coupon code.
Q: How do I unsubscribe from your mailing list?
A: There are two quick ways to unsubscribe from the Pacific Ink.com mailing list. (1) The next time you receive an email, scroll to the bottom of the email. At the bottom of every email we send is a link that allow you to unsubscribe. Click the link and follow the directions. (2) If you don’t feel like waiting for the next email, call us and we will unsubscribe you via the telephone.
Q: Do you offer Live Chat support?
A: At this time we do not offer Live Chat support. If you need immediate assistance we suggest you call us.
Payment Information
Q: What forms of payment do you accept?
A: Pacific Ink.com accepts Visa, MasterCard, American Express, and Discover for all orders.
Q: Is it safe to use my credit card on your website?
A: Yes! Keeping your personal information is very important to us. We use many different electronic and physical security protocols to protect your personal data and credit card information. To learn more about how we protect your personal information, read our Safe Shopping Guarantee and our Secure Shopping information.
Q: Is it safe to use my debit card at Pacific Ink.com?
A: Yes! We process debit card orders with the same security measures that we process credit card orders.
Q: Do you accept Cashier’s Checks or Money Orders?
A: No. At this time we do not accept Cashier’s Checks or Money Orders.
Q: Do you charge sales tax on printer cartridges?
A: By law we are required to collect sales tax on orders shipped within the state of California. If you have your order shipped to an address in California, the appropriate sales tax will be added to your order subtotal and shown on your order confirmation. We do not collect sales tax on shipping charges.
Q: Do you accept international credit cards?
A: Yes. We do accept international credit cards, but only ship to addresses within the United States and its territories. Your credit card must be issued by, and show a logo from, Visa, MasterCard, American Express, or Discover.
Technology
Q: What are cookies? Do I need to enable them in my Internet browser?
A: A cookie is a small amount of data that is sent to your browser from a website and is stored on your computer’s hard drive. If you have set your Internet browser preferences to allow it, each website you visit can send a cookie to your browser. Cookies do not store personal information, but use anonymous unique identifiers to authenticate or identify a session, preferences, shopping cart contents on a website.
To take advantage of all the online shopping features at Pacific Ink.com you will need to make sure cookies are enabled on your browser. Cookies need to be enabled to add cartridges to your shopping cart and access your account information. For more information about how we use cookies, read our Privacy Policy.
Q: When I try to complete my order I get a message stating there has been an authorization failure. What happened?
A: Authorization messages are given when your credit card cannot be authorized for the total dollar amount of your order. The first thing you should do is check the credit card number and expiration date you provided. Then check the billing address you provided. If both of these are correct, you will need to check with your credit card company to make sure you have adequate funds to make a purchase with the credit card you are trying to use.
About Pacific Ink
Q: How do I know it is safe to shop at Pacific Ink.com?
A: We take great pride in offering a safe and secure online shopping experience for our customers (we work hard at at it too). To learn more about the steps we take to make sure you have a safe shopping experience at Pacific Ink.com you can read our Safe Shopping Guarantee and our Privacy Policy.
Q: What kind of printer cartridges do you offer?
A: We offer over 5,000 different printer cartridge supplies for manufacturers such as Brother, Canon, Dell, Epson, HP, Lexmark, Xerox, and a whole bunch more! We add new cartridges as new printer models are released.
Q: Are there benefits to having an online account with you?
A: Yes there are! By having an account at Pacific Ink.com you will always have access to your account profile, your order history, your printer list, your email subscription, and discount coupons.
Q: What are your shipping and return policies?
A: We offer free shipping on orders of $50 or more. If, for any reason, you need to return your order we have a 365 day return policy. Read more about our shipping and return policies. If you need assistance with a return, call us!
