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Frequently Asked Questions
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 Why is it safe to do business with TonerCharge?
There are a number of reasons why it is safe to do business with TonerCharge.
1. We operate our site on a secure server. The secure server software (SSL) encrypts all information you input, making it extremely difficult for anyone to capture credit card information or your other private information. Furthermore, credit card information is protected against internal, unauthorized access.
2. TonerCharge.com is certified through Thawte. Thawte Certification, a VeriSign company, is a global provider of digital certificate products, services and solutions that create security, privacy and authentication in electronic commerce.
3. We never send your private information through e-mail. We access your information through a secure channel directly to our server.
4. Our credit card processor requires extensive background information to ensure we are a legitimate company with a true physical presence. TonerCharge has been in business since 1989; a proven performer!
5. Our privacy policies further guard against "would be" thieves. This includes keeping your credit card information only long enough to complete your order. We don't give or sell your information to others. See the FAQ below for further details on our privacy policies.
What are your practices for protecting my privacy?
To protect your privacy we store all of your information on our secure server. Your credit card information is kept only long enough to charge your card and to receive your empties. Then your card information is deleted. For more details see our Policies and Warranties page.
We do not collect information about you without your knowledge. The only information we collect is the information you provide us via user accounts and the check-out process.
We will not supply, exchange, or sell any person, company, or organization any of the information you supply us as part of our log-in and/or check out process. This information is used only for internal purposes. For more details see our Policies and Warranties page.
We give you the option of creating a user account. It is not required and you can place orders without one. We provide the user account as a service to you. Doing so will tailor our site to you by auto-entering your information where needed and by allowing you to quickly and easily reorder products.
If you decide to create an account, you have the option of choosing between an automatic or manual log-in process. If security is a big concern to you, choose the manual log-in option when you create an account. You will then be required to enter your username and password each time you enter the site. If you are a home user or the only person with access to your computer you can choose the automatic log-in option. You can change your log-in preference any time you like.
What if I'm still uneasy about giving out my credit card information over the internet?
If you're still hesitant about placing an order on-line you have an alternative. Call us! We're happy to take your order over the phone. Call now at 1-888-278-1066.
What is the difference between New, Compatible, and Remanufactured?
New
New products are supplied by major Original Equipment Manufacturers (OEM). These include Hewlett Packard, Canon, Apple, Lexmark, and many others. These companies not only produce supplies but they also manufacture machines.
When we sell you a "New" unit it may be branded from any of these manufacturers. This is because many of these companies manufacture machines that use a common "engine". Therefore the supply will work in all the machines that utilize that particular engine.
Compatible
Compatible products are supplied by companies that, as a general rule, do not manufacture any machines. They are competing with OEM's for your business. Compatible relates to the term "generic" as it is used in the prescription drug industry, equivalent but cheaper.
Remanufactured
Remanufactured supplies are spent "New" supplies that have been disassembled, cleaned, and have replacement parts installed. Major components of the cartridge that wear out quickly are replaced with long life after-market components.
Why should I use remanufactured cartridges?
There are several reasons for using remanufactured cartridges for your printers, copiers, and fax machines. The first of which is price, the savings can be significant. Secondly, if you're in our local delivery area we provide free pick up & delivery! Even for customers outside our local delivery area we provide free shipping on remanufactured items. See our Policies & Warranties page for more details. Thirdly, environmental reasons are very important as well. Millions of cartridges have been dumped into landfills without good reason. They can be used again and at a price advantage over new cartridges.
We provide a full one-year warranty with each and every remanufactured cartridge we sell. So what do you have to lose?
I've had problems in the past with other companies. Why are you any different?
We are a company that takes pride in our work. Our job is to serve the customer by providing quality service and products at a reasonable price. Repeat business is very important to any company and it is our job to make sure you have good reasons for coming back.
There are a number of remanufacturers out there. And just as in any business, quality and service vary. All remanufacturers are not the same! Those who do a poor job often turn people off to all remanufacturers. This is too bad because there are companies that provide quality products backed by great service.
All too often customers shop by price alone and end up frequently switching to another remanufacturer because of poor print quality, defects, or bad service. Many times the reason is that companies with the most aggressive pricing often reuse parts that should have been replaced or they fail to do in-house print testing.
Will using recycled cartridges void my machine's warranty?
This answer is no! Using remanufactured cartridges will NOT void your machine's warranty. The manufacturer can not force you to use their supplies. That would be an illegal restraint of trade. What they can do is charge you for repairs in the unlikely event that a remanufactured cartridge damages your machine.
Don't let that scare you off. We guarantee the quality of our products. We have a fully-trained, experienced Service Department that will service your machine. If it should be a cartridge problem, we will replace the cartridge and repair the machine at no charge to you. Your manufacturer's warranty will remain intact to cover any other problems that might occur later.
What if I want part of my order to use a different shipping option than the rest of the order?
Simply place two separate orders. Put your higher priority shipping items on one order. Then place a second order with the rest of the items you need.
Items shipped by any option other than "Ground" will be subject to shipping costs even for remanufactured items.
What are your shipping policies?
We provide free shipping on remanufactured supplies for all orders over $45. However, we do charge shipping on new supplies, machines and peripherals. We pay shipping for returning empty(s). See our Policies and Warranties Page for more details.
When do you charge my credit card?
It is our policy to charge your credit card on the date your order ships.
How do I return my empty cartridge to you?
1. Package your spent supply in the container used to ship your order.
2. Apply the Product Return Program (PRP) label to the outside of the shipping container.
3. Call FedEx at 1-888-777-6040 to schedule a free pick up.
Read our detailed instructions included in your shipment. We pay the shipping costs for returning spent supplies.
How much time do I have to return my empty cartridge to you?
We allow you 15 days from the time we ship out your order. After 15 days, if we still haven't received your empties we will consider them past due. We will then charge your credit card with the appropriate "Charge For No Empty to Exchange" price and e-mail you the invoice. Any empty(s) we receive after 15 days will not be given any credit.
What if I don't have an empty?
We automatically add a charge, "Charge For No Empty to Exchange" to the shopping cart for you. If you have fewer empty(s) than the number of remanufactured units you are ordering, enter the difference in the quantity field. If you have an equal amount of empty exchange(s) to return please remove this charge.
Why can't I add any items to the shopping cart?
If you are having this trouble you most likely have "cookies" turned off in your internet browser. To use the site you need to turn cookies back on temporarily or call us directly at 1-888-278-1066 to place your order. Note that the automatic log-in option on our free user accounts will also be disabled with cookies turned off.
Our site has been designed to keep track of your shopping cart contents using cookies. It allows items you add to the site to remain there for a short period of time. So if you leave the site you can come back a short time later and the items will still be there.
Due to the way many sites work it is best to leave cookies turned on. Many e-commerce sites will not work properly with it turned off. Periodically you should delete the cookies to keep those disreputable sites from being able to track your movements on the internet. Note that doing this will disable our automatic log-in option on our website.
What if my question isn't listed here?
If you can't find the answer to your questions, then please ask us.
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