FAQS

How long does the delivery take?

In most instances, you should receive your order within 1-2 working days after your order has been sent out. Delivery time takes into account whether each item is in stock, the delivery time to your destination, and weekends. Certain areas incur a longer delivery time.

If your order is urgent, please contact us on 1300 827 790 and we will ensure you get your order ASAP!

Whilst it is not possible to determine exactly when the courier will arrive, by contacting us we may be able to find out what time range they will deliver (e.g. morning or afternoon).

Do I need to be home to accept the delivery?

Where ever possible we suggest to have someone there to sign for your parcel, or if this isn't possible you can leave us clear delivery instructions when placing your order (e.g. if it can be left at the door with an Authority To Leave). If the courier attempts to deliver and instructions haven't been left then a card will be left asking you to contact them so they can arrange a time to redeliver to you. It is then your responsibility to follow up and organise the delivery with the courier.

Can I pick up my order?

Under certain circumstances, you can collect your order from one of our warehouses in Sydney, Melbourne, Perth and Brisbane. Please advise us if you want to pick up your order and we can make arrangements with the warehouse.

Can I get my order delivered to my P.O Box?

Yes, but there will be an additional charge of $10.

What payment methods do you accept?

We accept Visa, Mastercard and Amercian Express (Surcharge applies) we also accept bank transfers (EFT), cheques and money order.

Is your website secure?

Yes, all transactions are secure.

Will I receive a tax invoice with my order?

No, usually a warehouse picking slip is attached to the delivery. A confirmation of the order will be generated and emailed to you upon receipt of payment.  Invoices will be sent once the order is dispatched.

What if I ordered the wrong item(s)?

Please see our cartridge returns page

What is your return policy?

Please see our cartridge returns page.

What happens if I don’t know what printer model I have or what toner it takes?

Please contact one of our friendly Tonermarket team on 1300 827 790 for assistance

How do I contact Tonermarket?

Telephone or email

1300 827 790 or sales@tonermarket.com.au

What is the freight cost to my postcode?

Click here to view our shipping costs.

I don’t want to give my credit card details out online…

You can give us your credit card details over the phone on 1300 827 790. Alternatively you may want to pay for the goods via Direct Deposit or Cheque.

I have received a cartridge but I think it is the wrong one, do I try putting it in to see if it is compatible?

Do not attempt to put the cartridge in the machine as by opening the seal you will void any chance of return in case the incorrect cartridge has been sent. If unsure, DO NOT open the cartridges, it is better to contact us on 1300 827 790 or email to sales@tonermarket.com.au and wait for a response.

I have a Brother toner and it is too small

All Brother Toners are designed to fit into a drum unit. Please ensure that you are attempting to insert the toner into the drum unit, not directly into the machine. Please contact us for clarification and assistance, this is one of our most commonly asked questions.

How long will my cartridge last once in the printer?

This depends upon how much you use the machine. Every cartridge has a 'yield' which is an approximation of how many pages it will give you if you print on an average 5% coverage of the page surface which is compliant to the Australian standard. Your actual usage will be determined by how ink rich your printing is. For example, if you were using on average 25% coverage then you would expect to use 5 times less than the page yield estimated based on the 5% standard. 

How many pages will my compatible toner/cartridge print?

Most compatible toners/cartridges will produce the same yield as their genuine equivalence.

Can I recycle my old toners?

Yes, to find out if you quality to for cartridge collections, please visit http://cartridges.planetark.org/ or call  the Cartridges Hotline on 1800 2424 73. Alternatively, check the website to locate your local drop off centre

 

Can I return my cartridge?

You can return your goods within 30 days for your full money back.

There are mainly two types of returns; faulty goods and incorrectly ordered goods.

Incorrectly Ordered Goods:

Incorrectly ordered goods will be happily taken back with just a few conditions:

  1. Please contact us first to obtain a Return Authorization Number. Returned goods cannot be accepted without a Return Authorization Number.
  2. Incorrectly ordered goods must be returned in original packaging which is still intact. We cannot accept any incorrectly ordered goods which have been opened or if the packaging is damaged or defaced in any way.

Note: Before opening any package, please check the code of a cartridge to make sure the cartridge suits your printer. Contact us if you are in any doubt.

  1. When returning incorrectly ordered goods please pack them in another box so that the original packaging will not be damaged by stickers or courier handling.
  2. It is your responsibility to pay the freight charges to Tonermarket Warehouse and have a proof of delivery for goods returned to us. Goods that are shipped freight-on or receiver to pay will be rejected at our warehouse and returned to sender. Freight previously incurred will not be refunded.
  3. Once your return has been validated with a Return Authorization number, you will have 14 days to return the goods to us.
  4. All incorrectly ordered goods returned to Tonermarket will incur a restocking fee of 15%.

Faulty Goods:

Faulty goods can be returned with these conditions:

  1. Please contact us first to obtain a Return Authorization Number. Returned goods cannot be accepted without a Return Authorization Number.
  2. As a rule we do not give credits for returns where the goods are over 3 months old (90 days) from the invoice date. This is due to manufacturer’s restraints, not our wishes. Exceptions are made for some products where we have specific latitude given to us by the manufacturer of the product.
  3. Laser or copier returns will not be processed without samples of printed pages from the cartridge in question. The only exceptions where this will not apply is to faulty goods where the machine has either not read the cartridge or the toner will not function inside the machine.
  4. If the product has been refilled or tampered with in any way, any credit will be rejected.
  5. All cartridges must be sealed and secured to ensure they do not leak or get lost in transit.
  6. Once your return has been validated with a Return Authorization number, you will have 14 days to return the goods to us. 
  7. In the case of cartridges: Once we have received the goods, we will then evaluate them and contact you to advise the result. In the case of hardware (printers, etc.) please contact the manufacturer to have repairs carried out under warranty. If you need assistance we are happy to help, just contact us.
  8. We are sympathetic when it comes to returns and will consider all requests for returns, which do not meet these criteria on a case-by-case basis.

Genuine Cartridge Faults

All claims regarding faulty Genuine toners/cartridges need to be taken up initially with the first party provider (i.e. the OEM manufacture, e.g. Brother, HP etc.).

We have also found from our personal experience that contacting the Help Desk of your printer manufacturer in the initial instance may be a good starting point to the resolution of problems with your genuine cartridges.

Feel free to contact us for the vendor’s technical support number.

Compatible Cartridge Faults

If your cartridge does not meet the standard promised during the 6 month warranted period, Tonermarket will replace, repair or refund your purchase.

If you have any technical questions regarding the use of a cartridge, please contact us for assistance; if for any reason you are not completely satisfied with the performance of a cartridge; return the cartridge in its original packaging and we will replace the cartridge or refund, replace or credit the goods.