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Customer Service
Frequently Asked Questions

  1. What is an OEM cartridge?
  2. What is a "compatible" or remanufactured cartridge?
  3. Does TonerHaus sell OEM cartridges or "compatible" cartridges?
  4. What are my payment options?
  5. Do you accept purchase orders?
  6. How much will shipping cost?
  7. When will my order arrive?
  8. What is your Return Policy?
  9. How do I cancel an order?
  10. What if my order is lost?
  11. Why was my order cancelled?
  12. I never received an email confirming my order.
  13. What if there is a typographical error?

What is an OEM cartridge?

OEM (Original Equipment Manufacturer) cartridges are made by the manufacturer of your printer (e.g. Epson, Canon, HP). They set the standard of quality that remanufacturers strive to achieve.

What are "compatible" or remanufactured cartridges?

These are used OEM cartridges which have been disassembled, cleaned, and inspected for wear. The worn parts are replaced with new ones, and the cartridge is reassembled. Finally, the reassembled cartridge undergoes extensive testing to ensure print quality.

Does TonerHaus sell OEM cartridges or "compatible" remanufactured cartridges?

All cartridges sold by TonerHaus are Genuine OEM cartridges. We do not currently sell "compatible" or "remanufactured" cartridges.

What are my payment options?

We accept VISA, Mastercard, Discover, American Express, and PayPal. We also accept (at our discretion) purchase orders from schools, government agencies, non-profit organizations, and other established companies. If you want to use a purchase order, please contact us for details.

Do you accept purchase orders?

Yes - please see our Payment Options described above.

How much does shipping cost?

We charge a flat rate shipping fee of $5.99 for orders containing a single item. Orders containing multiple items ship FREE. We do not presently ship to Alaska, Hawaii, nor any other destination outside the continental United States.

When will my order arrive?

TonerHaus strives to process and ship your order the same day it is placed and uses a variety of carriers to ensure speedy delivery. Travel time varies depending on the destination but typically ranges from 1 to 3 business days. If some items in your order require different processing times, we may elect to ship the items separately when they are ready.

What is your Return Policy?

Unopened products may be returned within 60 days unless otherwise noted. You must obtain a Returned Merchandise Authorization (RMA) number prior to returning anything. You will not receive credit for items returned without an RMA number. Also, we strongly recommend that you insure all returned merchandise. TonerHaus is not responsible for returned items which are lost or damaged during shipping.

How do I cancel an order?

Most orders are processed and shipped the same day. If you need to cancel an order, please contact us immediately!

What if my order is lost?

If you have not received your order within 5 business days from the day you placed your order, please contact our customer service department to investigate.

Why was my order cancelled?

Occasionally an order may need to be cancelled for a variety of reasons. The most common reasons include:
  • The item is out of stock.
  • There are problems processing your payment and we are unable to reach you.
  • The shipping address is incomplete or invalid.
  • A duplicate order was placed.
  • The order was cancelled by the customer.
  • The order is believed to be fraudulent.
Most of the time we're able to contact you and resolve these issues prior to order cancellation.

I never received an email confirming my order.

Once an order is submitted, an order confirmation is automatically sent to the email address provided. If you don't receive a confirmation within 1 business day, please check your spam folder and if necessary, contact our customer service department to resolve the issue.

What if there is a typographical error?

Occasionally, a product is listed with an incorrect price or other information due to a typographical error or error in pricing or product information. TonerHaus reserves the right to refuse or cancel orders placed for products listed at the incorrect price -- even if the order has been confirmed and your credit card billed. If your card was charged for a purchase which is subsequently cancelled, we will issue a credit to the card in the amount of the charge.