F.A.Q. to AUGUST 2010

Q: Where can I get technical support!

A:

We are pleased to provide technical assistance, but you should first ensure your problem is something we can actually help with.

Our technical knowledge spans product compatability, ink type and function, cartridges and other assorted consumable related information. When it comes to printers however, it isn`t possible for us to have technical/operations knowledge for each of the thousands of models produced by each of the dozens of manufacturers- For this type of support it is best to contact your printer manufacturer. Some typical information that they can best provide would include; loading/unloading cartridges in your machine, performing maintinence such as head cleaning, changing print quality settings, using printer software, and so on.

For problems with cartridges and consumables that we have sold, as well as compatible products, you should contact us. For hardware problems, you should contact your manufacturer.

Here are the contact details for some of the major manufacturers:

Brother

Web: www.brother.com.au àhttp://www.brother.com.au/CustomerSupport/customerSupport.asp

Phone: 02 8875 6000

Email: productsupport@brother.com.au

Canon

Web: www.canon.com.au

àhttp://www.canon.com.au/support/default.aspx

Phone: 13 13 83

Epson

Web: www.epson.com.au

à http://tech.epson.com.au/

Phone: 1300 361 054

Hewlett Packard

Web: http://welcome.hp.com/country/au/en/welcome.html

à http://welcome.hp.com/country/au/en/contact_us.html

Phone: 1300 721 147

Kyocera

Web: http://www.kyocera.com.au

à http://www.kyocera.com.au/contact_csg.asp

Phone: 1300 368 885

Lexmark

Web: http://www.lexmark.com

àhttp://www.lexmark.com/uncomplicate/contentsbysubchannel/home/0,7062,239544855_240183197_0_en,00.html

Phone: 1300 362 192

Email: austsupp@lexmark

Q: My printer has recently been sold / broken and I no longer have a use for cartridges I bought from you. Will you take them back?

A:

As a general rule, we will not take back products after the transaction has been completed. Returned ink cartridges would leave us with surplus stock that would soon go out of date or unsold. We also cannot resell stock that has been opened or altered. Of course, if you find you have a faulty cartridge, feel free to let us know.

Q: I cannot place an order online. There is an error message / problem of some sort.

A:

Make sure cookies are enabled in your browser.
If they are already enabled or if you cannot enable them, then you can order over the phone on 1300 55 44 65 (local call Australia wide).

Q: I have X printer. What cartridges do I need to buy for it?

A:

Try selecting the relevant options in the dropdown menu on the left side of the main page of the website

Q: My cartridge is not working properly - it prints nothing / streaks / blotches etc. How can I fix this? Is the cartridge faulty?

A: There are a number of factors that can cause a cartridge to work improperly. Here is a checklist of things that may resolve the problem:

1. Make sure you removed the brightly coloured plastic strip from the cartridge when you installed it. The strip blocks an air-hole and if it is not removed, the ink will not flow.
2. Try running a Head clean or Deep clean on the printhead. This can usually be accessed through your printer’s control panel, but it varies from brand to brand. Consult your printer manual
3. Try printing an alignment/test page (nozzle check). Consult your manual to see how to do this with your model printer
4. Try dabbing the bottom of the cartridge with a tissue to see if it actually contains ink. If it is empty, then it is probably faulty
5. Check to make sure it is not your printer hardware that is causing the problem.

Q: Do you have cleaning solutions for blocked print heads?

A: We stock cleaning cartridges for some models of printer. These work like a regular cartridge except they have a cleaning agent instead of ink. Check the website to see if there is one for your particular model of printer

Q: My model inkjet / laser printer / product is nowhere in the lists on your site. Do you have it? Are you able to get it?

A: Due to the rate at which products enter and exit the market, it is difficult to have all of them on the site at any one time. Send an email to sales@inkredibleinks.com.au or call us on 1300 55 44 65 to find out. If we don’t have stock of a particular product already, we can usually source it for you.

Q: Do you sell compatible Dell inkjet cartridges yet?

A:

We have just gained access to a limited range of new Dell compatible cartridges. Check the "Dell" link in the centre of the main page.

Until recently, Dell cartridges were only available directly from Dell. Compatibles are now making their way on to the market.

Q: Do you supply compatibles for these cartridges? Canon: CLI-8 Black, Cyan, Magenta, Yellow PGI-5 Black PG40/PG50 Black PG41/PG51 Colour

A:

Compatibles for Canon PGI-5BK, CLI-8 Black, Cyan, Magenta and Yellow are now in stock at $12.50 each but they do not include the chip. There are instructions however on how to remove the chip from the original and fit it to the compatible cartridge.

UPDATE: You can now buy compatible PG-50 and CL-51 cartridges from us, they have just recently become available from our suppliers.

For more info, feel free to contact us.

Q: Can I refill the new Canon CLI-8`s or PGI-5`s?

A:

The CLI-8`s and PGI-5`s use a method similar to Epson in that they have a microchip to monitor the ink level. Unlike Epson, once the chip reads "empty", the printer will still print (instead of locking you out).

Its possible to refill these cartridges, however, as a result of the chip, the ink monitor will not function. You can of course just look through the clear plastic casing of the cartridge instead. At some point in the future, it is likely that there will be a chip resetter similar to those for Epson cartridges.

Until then, the choices are either this method, a genuine cartridge, or waiting for compatibles to enter the market.

Q: Will the use of compatibles void my warranty?

A:

Manufacturers should not refuse warranty repairs because of compatible cartridge use but they will try to pass the blame onto compatibles. Therefore it is wise to hang on to your original set of cartridges for this purpose. For further information on this topic, contact us via email(sales@inkredibleinks.com.au) or phone (1300 55 44 65)

We guarantee all our products 100%, contact us if any problems arise.

Q: My printer model is not listed on the box that you sent me. Have you sent the wrong ink to me?

A: Its highly unlikely that the wrong cartridge has been sent. Some cartridges service more than 30 different printers, and it is impossible for the manufacturer to list them all on the box. Which ones end up being listed comes down to whoever makes the cartridge packet

Q: Do you mail Australia wide? Internationally?

A:

We ship Australia wide. If you are in Brisbane, Melbourne or Sydney Metro area (and some other locations), then we send via courier. All others go via Australia Post (with tracking).

We ship to New Zealand also, and orders to other countries sometimes occur (contact us).

For domestic orders, anything over $100 in value is shipped free, for New Zealand, orders over $150 are free. Otherwise, domestic orders have a $8.50 shipping fee, and New Zealand has a $12.50 fee.