What is your postal address?
Po Box 251
West Burleigh Qld 4219
What is your street address?
Unit 6/53 Township Drive
West Burleigh QLD 4219
What is your email address?
If you have any questions or enquiries please feel free to email us at firstname.lastname@example.org
What is your phone number?
You can contact us during our office hours on 1300 735 770.
What time do you open?
Our office hours are 8:00am till 5:00pm Queensland time Monday - Friday.
I have forgotten my password, how can I log in?
Cannot remember your password? No problem. Please click on the "Password Forgotten, click here" blue button and our system will automatically send you through another password to your nominated email address. If nothing is sent through please check your junk folder otherwise please contact us.
I have placed an order but did not receive an order confirmation?
Once you have placed an order online you will receive an order confirmation to your nominated email address. If you did not receive this then please contact us so we can confirm with you that we have received your order.
How do I find the correct cartridge suitable for my printer?
You can either find the product on our website under the machine model or the cartridge part number. Please use our search feature option on quick search which is located on the left hand side above the product tab. If there are no results found please contact us and we will look into this for you.
What if we do not have a product in stock?
This will be normally noted on the website. If this is not noted our customer service team will make contact with you via phone as soon as the order is placed. We will then offer you to either keep the product on back order, refund or upgrade to genuine (if available).
How can I cancel my order I made online?
If you have placed an order online and no longer need the stock or you need to amend the products required then please contact us as soon as possible.
Do your products come with a guarantee?
All our products are backed by our 100% money back guarantee including the machines that they are used in. We will replace your machine if our inks are found to have caused a fault. Please ensure that you contact us before you go ahead and take your machine to a service agent otherwise this may void our printer protection policy.
Genuine vs Compatible Ink Cartridges
What are generic cartridges?
Generic is a non-genuine cartridge but still offers a high quality printing result. You can have confidence when buying our generic cartridges as all of our products are certified to the ISO9001 and ISO9002 standards and come with our 100% money back guarantee.
What does OEM stand for?
OEM stands for the "Original Equipment Manufacture" such as Brother, Canon, Epson, Dell, Lexmark and HP.
What is the difference between the XL and standard products?
Sometimes you will come across products that will state "High Yield" Or "XL". This means that the cartridge will produce more pages and will last longer to a normal standard cartridge. Sometimes this can be up to 3 times the amount of the standard cartridge and will work out cheaper in the long run.
Are your generic cartridges refilled from recycled cartridges?
Absolutely not. Our compatible cartridges are not refilled and are brand new, manufactured by third party manufacturers.
Will the quality of the compatible cartridges be the same as the genuine and will I receive the same amount of pages?
Yes, our compatible cartridges will give you the same print quality as the genuine product. Most manufactures quote a page yield based on printing at 360 dpi and printing at 5% coverage (an A4 sheet full of text) if you print any graphics or print at a higher dpi then this will be reduced.
Will using a compatible ink cartridge or toner cartridge affect my printer's warranty?
The manufacture "by law" cannot void your warranty if you decide to use the compatible product in your printer. There is no reason that you should not use the compatible cartridges as they will not cause damage to your printer.
Do you have more information on generic verses original cartridges?
Yes we have created a separate page for this information. Please visit our Genuine vs Compatible Cartridge page. If you have any further questions you can also contact us and we will be happy to talk to you.
Dispatch and Delivery
When will my cartridges get shipped?
All orders placed online and over the phone by 3:00pm using a credit card on a working business day will be picked and packed for same day dispatch.
How do my ink cartridges get shipped?
Most of our deliveries are made via Australia Post Express or Australian Air Express, however if you are located in QLD we sometimes use Fastway Couriers depending on your location. If you order a printer deal or any larger deliveries they will be made via Star Track Express, please note this service is not overnight.
For more information on shipping please visit our shipping page.
I have only received part of my delivery or some of my items are missing?
Depending on our stock levels some products might be dispatched from our Brisbane office and will be coming to you via a different courier company. This will only happen if we don't have the stock in our warehouse and will reach to you in the same time frame.
Why haven't I received my order yet?
If your order is placed before 3:00pm during a normal business week it should be dispatched the same day and should arrive to you within 1-2 Working days. If the parcel still has not arrived within 3 Business days please contact us so we can do a track and trace on your parcel.
What happens if I am not home upon delivery?
It will really depend on the courier company that is going to delivery your parcel.
Australia post will either:
(A) Look for a "safe drop" location - when there are no delivery instructions and a signature is not required; the delivery driver will look for a safe location to leave your parcel. A notification card will then be dropped in the addressee's letter box, letting them know of the safe drop location.
(B) Return the parcel to an Australia Post outlet - when a safe location cannot be found and your delivery instructions specify that it should not be left or if a signature is required, our delivery driver will leave a note to your addressee to let them know which Australia Post retail outlet they can collect their parcel from and the time that it will be available for collection.
Can I get my parcel left at my front door or on my property?
We can put an authority to leave the parcel on the invoice for the driver, however here is no guarantee that the parcel will be left for you as every courier company has different policies and procedures.
What is the shipping and handling cost?
For any orders over $65.00 we supply free postage. Anything under $65.00 will incur a $6.00 postage and handling fee.
Can I come and collect the goods from you?
Yes, you are more than welcome to come collect the stock from us directly at West Burleigh. Please contact us first to make sure that we have the products in stock that you require.
Payment and Security
How Can I pay for the cartridges?
We offer a few different payment options. Upon checking out on our website you will need to pay either with Visa, MasterCard or American Express or PayPal. If you wish to pay via Money order or cheque please send the completed order form and post this to us. If you wish to pay via direct deposit please contact us to place your order over the phone.
If I pay via direct deposit will my goods leave straight away?
We do need to receive payment before the goods can be dispatched. Most direct deposit payments can take between 24-48 hours to show in our account. If you are in urgent need for the goods you can email or fax the bank remittance to us for quick dispatch, please note this needs to come through with a bank logo and bank details.
When paying with a money order or cheque, how long until the goods get dispatched?
This depends on when we receive the posted order and payment. We do have a mail collection each day and all cheques/money orders are processed daily. If you are a first time customer and are spending over $100.00 please allow an extra day for clearance. Please be aware that if your cheque bounces there could be a $9.00 admin fee which will be charged to you.
What happens is my credit card gets declined?
If you place your order online and the payment does not get accepted an error message will appear and no order will be sent through to us. If you place the order over the phone and the credit does not go through our customer service department will contact you to confirm these details.
Is your website secure?
All transactions on our website are secured by SSL encryption. We have had no documented cases of any credit card fraud within our company through our online website. All credit card details are not held in any part of the website and are encrypted through our payment process. Once you have entered your credit card number you will notice the "Padlock" symbol in your browser ensuring you of the highest security.
Will I receive a Tax Invoice?
Yes, all our parcels come with a tax invoice. This will be enclosed on the top of the parcel in the invoice enclosed slip. If the stock is shipped from our Brisbane warehouse you will receive the invoice either via email or post.
Do your prices include GST?
Yes all of our prices are inclusive of GST.
What are your bank details?
To send us a wire transfer please use the following details.
BSB: 014 636
Account: 4974 79554
Wrong Stock / Returns
What can I do if I have ordered the wrong ink cartridges?
Don't panic, we are more than happy for you to send them back to us. We can swap them over for the correct cartridges for you. Please post the incorrect items back to us to our postage address. Please insure you include a copy of the invoice or a note of explanation.
Can I return unused cartridges that are no longer needed and what is the time frame?
If you have any unused/unopened stock that you no longer need for your printer you can return them to us. We can offer you a credit or refund, providing that the stock comes back in the original condition, still sealed in the plastic and no writing on the boxes. The compatible cartridges must be returned within 12 months and genuine within 6 months.
How do I return a faulty product?
Please ensure you contact us first if you do come across a faulty product. We will then prompt you on how to return it, if needed.
What if my printer model is not listed on the box?
Not all of the printer models can be listed on our boxes. If you are unsure if the cartridge/s that you received are correct then please feel free to contact us so we can confirm this for you.
Troubleshooting / Cartridge Problems
What if I have a problem with an inkjet cartridge that I have received?
Please follow our troubleshooting guidelines which are found below. If you are still having ongoing problems then please contact us to discuss this further.
The quality of the print is streaky and/or faded. How do I do a print head clean?
If you find that the printed image is unexpectedly faint or dots in the printed image are missing, you may be able to solve these problems by cleaning the print head.
There is two common ways to doing a print head clean either via your computer or the printer itself, this is depending on the machine you have. Please find below instructions to how to do a standard print head clean. If you get stuck please refer to your printer manual or contact us for more information.
- Turn your computer on and click on the start button on the left hand side.
- Click onto Control Panel, then into printers and faxes or devices and printers.
- Right click on the printer with the big black bold tick.
- Scroll down to the option of Properties or preferences.
- You should find a colour management tab with the option of maintenance, cleaning, and deep cleaning.
- Select the appropriate option for you and repeat this process around 3- times.
My printer paper keeps jamming
There could be a number of reasons to why this is happening; the best way to fix this is as follows:
- Turn off the printer.
- Inspect the location or tray the printed paper ejects to. If the stuck paper is visible manually remove it.*
- Remove all paper from the trays and any paper that may be stuck between the tray and the printer. If the stuck paper is visible manually remove it.*
- Open the printer door that allows you access to the printer ink cartridges or toner and look for any stuck paper. If the stuck paper is visible manually remove it.*
- You should find a colour management tab with the option of maintenance, cleaning, and deep cleaning.
* To manually remove paper, pull on the paper with both hands being careful not to tear the paper while pulling it. If you're unable to get to an edge of the paper that allows you to pull it you may need to manually rotate the gears that feed the paper through the printer.
The cartridges are not fitting into my printer?
A lot of the compatible and genuine cartridges come with clips and pull tags. These will need to be removed before inserting the product into your printer. If the cartridge isn't fitting into the printer correctly then please insure you have removed all that is required. If you are unsure please don't hesitate to contact us.
My cartridges are not being recognized by my printer?
Start by taking all of the cartridges out of the printer, switching it off and unplugging it from the wall, leave for around 10-15 minutes. Before re-installing the cartridges back into the printer give the chips a wipe over with a clean, dry tissue or cloth. Most times this problem is caused by the chip on the cartridges; this is the technology of the cartridge which responds with the printer.
The cartridge is leaking in the plastic, should I insert it?
No, this can cause all sorts of problems. Please contact us as soon as possible so we can send you out a replacement cartridge free of charge.
How should I store that cartridges and what is the shelf life?
We recommend that you keep the cartridges in a cool, dark, dry place. Extreme temperature conditions for a long time can affect the integrity of the cartridge. You can keep the unopened cartridges for up to 2 years.