FAQ: General  

    Pre-Order Help

* Shipping Time and Delays
* Payment Methods
* Shipping Methods
* Shipping Cost
* Information Security
* Security of Credit Card Information
* Sale Tax / Tax Exempt Order
* Privacy Policy
* Return Policy
* Guarantee on Product Quality

    Post Order Help

* Order Status
* Tracking Number
* Return Policy
* Charge on Credit Card Statement
* Order Cancellation

  Please click here to learn more about the difference between remanufactured and new compatible toner   cartridges.

Pre Order Help

Q. When will you ship my order if I place the order today?         <return to top>
     A. If we receive your order before 3pm Eastern Time, we will ship it on the same day. This is true for      90% of the orders we received. Some orders that require payment verification may take extra      processing time.  Such orders are:

     - Orders with different billing and shipping addresses
     - Orders that are paid using paypal account with unverified address.
     - Orders over $500 in total amount

     Providing any of the following information will ease verification process resulting in faster shipment of      your order.
     - Phone number that you can be reached
     - Bank phone number listed at the back of your credit card.
     - Your company or business website with the shipping address.
     - Place the order using company, business or organization email address.

     In rare cases however, we may take your order and then discover that the product is out of      stock, damaged or defective. In this case, we will notify you via e-mail or phone that it is on backorder.     The status of your order will change to "backordered". You can email us to cancel the order if you do not     wish to wait until the product is available again.

Q. What payment methods do you accept?         <return to top>
     A. We accept Visa, and MasterCard credit cards via our secure online order form. We also offer PayPal      Express. You can use PayPal Express whether or not you have a PayPal account set up. Using PayPal we      accept Visa, Master Card, American Express and all banking debit cards. You will be redirected to the      PayPal website to complete your transaction. Following the sucessful completion of your transaction you      will receive an email confirmation/receipt of your transaction.

     If you would like to place an order and pay by personal check or money order you may use the "email"      option listed under payment methods in the check out drop down box. The email will contain our mailing      address where you should send your check. Your order, however, will not ship out until your check or      money order clears our bank account. If you would like to place an order on the phone or use another      payment method, please contact us via email at info@SpectrumToner.com. We will give you a call within      24 hours.

Q. How do you ship the products?                   <return to top>
    A. We can ship the products via US Ground Service (2-5 days within US), US 2nd Day Air or US     Overnight. Primarily, we use UPS, but FedEx or DHL shipping services may also be used. Our carriers     do not deliver to post office boxes.

Q. How much will it cost to ship a toner cartridge within United States?         <return to top>

     A. Our shopping cart software uses the zip code you provide and weight of the products to  calculate      the shipping cost. This is nothing more than the actual charge from the carrier. For example, ground      service  shipping cost for one laser cartridge (2-3 lbs) is around $6 - 8$  depending on where the      product is shipped. Heavier cartridges may increase the shipping cost. Orders totaling $75.00 or more      (before taxes, if applicable) qualify for free shipping within the 48 contiguous United States via standard      Ground Services.

Q. Is it safe to submit an order with personal information online at     SpectrumToner.com? <return to top>    
     A. Your credit card and privacy is guaranteed to be 100% safe & secure. Our goal is to provide you with      highest level of service possible in the most secure  way. Our website employs the very best security      measures available to protect you. Your transmitted information is protected by the latest Secure Socket      Layer (SSL) technology, which encrypts all your personal information, including your credit card      data, and prevents it from being intercepted over the Internet. (Notice: Our Thawte SSL security seal is      posted on the main left panel of the website. Click on it to verify our SSL security certificate is valid and      in force.)

Q. Do you keep customer's credit card information on file?         <return to top>
    A. No, we do not keep customer's credit card information on file. Each transaction is treated as a new      order. All transaction information you may have previously submitted are deleted from the web      server as soon as the order is completed. We keep our customer's name, address,     phone number, username and password on file (your account profile - if you have created one) so that     you do not have to enter the information again during your next visit.

Q. Do I have to pay sales tax?         <return to top>
    A. We charge sales tax on the orders to be shipped to addresses within the State of North Carolina.      If you are a North Carolina based business and have a NC Reseller's certificate, you may request to be      tax exempt. Please fax your NC Resale Certificate to (919) 875-8624 so that we can adjust the order      total before charging your credit card.

Q. What is your privacy policy?         <return to top>
    A. We respect your privacy and we take this issue very seriously. Your (profile information) name,      mailing address, telephone number and email address will not be compiled to any list, rented, sold or      distributed by any means, for any reason.

Q. What is your Return Policy?         <return to top>
    A. Please read our Return Policy. To initiate a return, please contact us with your full name and order      number. We will send you an RMA number and address to return the merchandise to within 24 -      48 hours. Products returned without an RMA number will not be processed.

Q. Do you guarantee the quality of your remanufactured cartridges?         <return to top>
    
    A. We 100% guarantee that our new, compatible and remanufactured Laser Toner Cartridges meet or       exceed OEM performance. Should the product prove defective in workmanship or material,      SpectrumToner.com will replace the cartridge at no charge within 60 days of purchase or refund      the purchase price of the cartridge within 20 days. The warranty does not cover damage or defect due      to accident, misuse, abuse, or neglect. Please read our return policy to return a defective product.

    Post Order Help

Q. What is the status of my order?         <return to top>
    A. Go to the Order Status Page. Status Codes are listed below.
    Processed - Your order has been received. We are in the process of shipping your order out. This status      will last 1-2 business days. Usually, the status will change to "Complete" in 24 hours.
    Complete - Your order is shipped and tracking number is entered. It takes 24 hours from the time the      product is shipped for the tracking number to show up in the system.
    Backordered - In rare cases however, we may take your order and then discover that the product is    out of  stock, damaged or defective. In this case, we will notify you via e-mail or phone that it is on    backorder. The   status of your order will change to "backordered". Please email us if you want to cancel    the  order.
    Declined - Your payment is declined or did not pass our payment verification. In this case, we will try to      contact you. If we cannot reach you to resolve the problem in a week, the order will be assumed as a      fraudulent order and will not be shipped out.
    Cancelled - Your order has been cancelled. If you did not know the reason, please contact us.

Q. How can I get a tracking number of the shipment of my order?         <return to top>
    
    A. UPS Tracking Numbers are posted online within 24 hours after your order is shipped. You can see the     tracking number and order status under "Order History", which is located in the top menu bar under     Customer Service >> Order Status. You must log in first to see your "Order History"

Q. What is your Return Policy?         <return to top>
     A. Please read our Return Policy. To initiate the return, please contact us with your full name and order     number. We will send you an RMA number and address to return within 24 - 48 hours. Products returned     without RMA number will not be processed.

Q. How do I find the charge from SpectrumToner.com on my credit card  statement?
      <return to top>      
     A. You should see the charge under the name Cartridge PRO, LLC or our PayPal ID SPECTRUM        depending on the payment method you use.

Q. Can I cancel my order?         <return to top>
     A. In most cases, we process the order within 3 hours from the time order is submitted and ship out on      the same day. We may be able to cancel your order if you contact us before 3pm Eastern Standard      Time and your order is placed on the same day. We cannot cancel any order after shipment is picked up      by the carrier. Although order status has not changed from "processed" to "complete", your order may      have been shipped already.

     If you have any other questions, please do not hestitate to contact us.         <return to top>