| Please read carefully! 80% of all problems can be fixed without even requesting an RMA by reading and following these simple troubleshooting directions: Q. My ink cartridge is leaking. Why did this happen, and what do I do about it? A. If you received a cartridge that is leaking, this either happened by being mishandled by the freight carrier, or the air pressure from airplanes, (if you were shipped by air), which sometimes causes the cartridges to leak. Please note: It is NOT RECOMMENDED to order colored ink cartridges via air shipping. Please fill out the RMA form below, and we will gladly replace your cartridge. Q. My color cartridge does not print one of the colors, is missing a color, or prints very faint. How do I get it to work properly? A. Sometimes, during transportation, the cartridge may have been laying on one side, causing the colors to mix, or the print head to dry out. This does happen with both brand new AND remanufactured inks quite often. The first thing to do is try to print 6-10 pages, using all the colors. This may allow for the missing colors to "kick in". If this does not work, then try the following trick (which has an 85% success rate) 1. Take the cartridge out of the printer. 2. Place two paper towels on top of each other and fold them again so that you have a thick square piece. 3. Slightly dampen one side of the paper towel, keeping the opposite side dry. 4. Hold the cartridge with the print head facing down and "dab" it onto the wet portion of the paper towel, using SLIGHT force, for a second or two. 5. Dab the cartridge onto the dry portion of the paper towel. 6. Repeat steps 4-5 about five or six times, ending with step 5. 7. If you have a 3-color cartridge, you should see a line of cyan, magenta, and yellow on the paper towel. 8. Place the cartridge back in the printer and print a test page. If neither of these solutions work, please fill out the RMA form below and we will replace your cartridge. Q. My cartridge JUST DOESN'T WORK. I have tried everything and it just won't print. What do I do? A. First, make sure the protective plastic cover has been taken off the print head. (Some cartridges have a protective label that needs to be peeled.) If you have done either of these and the cartridge still does not work, it is possible you may have received a defective cartridge. Although our cartridges are put through STRICT quality control, sometimes they may get damaged internally during shipping.Please fill out the RMA form below and we will gladly replace the cartridge. Phone support (please note: for fastest service, please use email for correspondence) Please call (800) 211-5554 Monday through Friday from 10am to 6pm EST. After hours please leave a voice mail and a technician will return your call the following business day.
RETURNING INK AND TONER PRODUCTS TO US
An RMA # is required for all returns. This helps us in keeping track of returns. Please click here to email support for an RMA. Please make sure you have tried all the troubleshooting tips above before requesting an RMA. If you are in a hurry for your exchange, please re-order the new item via our web site, and return the item you would like to receive credit for. If returning for a refund, you can expect a refund in the same form of payment within 5-7 business days of your return. Package the cartridges carefully in the original packaging and include a copy of your invoice, with the RMA # given by support. Wrap any opened cartridges in an airtight bag to prevent ink from leaking out and staining other items in the box. Please note that all cartridges are weighed for usage; all cartridges sent back to us that have more than 25% usage will be pro-rated accordingly.
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