Ordering FAQstonertopup urefilltoner chip printer inkjet recycling laser cartridge resetter recycle free replacement disposal
On this page are answers to common questions about the ordering process and our website. It shows how to select the right chip for your printer model, with information on other aspects of your order such as payment and shipping.
For details about the chips themselves we have another Chip FAQ page. This has general information about printer chips, covering what they do and how you can use them to help the environment and save money by refilling.
ProductsHow do I find the correct chips for my printer model in your store?
We supply over 1,600 types of chip and its essential that you choose the correct chip for your particular cartridge. Laser cartridges have a unique cartridge number. The type of chip must match your cartridge number exactly. Choosing the right chip is not always straightforward, as the same toner cartridge is used in a range of printer models.
The Choose your Printer page makes it easy to select the right products. First select your laserprinter type. This takes you to a list of Manufacturers and Models of that type (eg monochrome MFP). Select your model from the list and the available chips are shown. You may also choose by cartridge reference number if its more convenient.
In addition our store has a search facility. You may search by printer model or toner cartridge number using the box at the top of the screen. This method is not as precise, as the search can bring up other products related to your search term occasionally.
Make sure you are very clear about the cartridge number you are using. Please remember to avoid any mistake, your cartridge number must match our product exactly. If you can't find your model Contact Us, and we'll be pleased to help you find the right product.What is the region and why does it matter?
In addition to different laserprinter models there are usually multiple versions of the same model for different regions of the world. Each region has a different cartridge number and needs the chip for the correct region. You need to be clear about the cartridge number you are using and ensure that it matches the cartridge number of our product. This will ensure that we supply the correct region chips.
Each region has an abbreviated code. The region compatibility is given in the product's description/specification. The region codes are shown below.
|EUR/EU||Europe||ROW||Rest of World|
|except JPN/JP||Except Japan||JPN/JP||Japan|
|INA||India||US||United States of America|
|SA||South America||WW||World Wide Universal|
As a UK company we serve primarily UK and European customers. Most of the chips we stock are for Europe region. For some models we carry stock for North America region, or have universal World Wide region chips. If you are based outside of Europe please carefully check the region in the product description before ordering. We will also check your order before dispatch. If we cannot supply the correct chip we will cancel your order.Why might the chip I receive be different in appearance or colour to the one in your photo?
Chips are regularly updated to keep up with firmware updates from the printer manufacturers. Our stock changes and comes from different production batches. These may be built on slightly different circuit boards, which can differ in appearance and colour. All of our chips have the same function and performance for a given printer model.
Ordering and PaymentWhy is an Out of Stock item still available to order?
Occasionally we run out of stock due to unexpected high demand for a particular model. If an item is out of stock a warning appears on the Shopping Cart. You may still order it and if you do we will keep your outstanding item on backorder, sending it in a second shipment. We try to fulfill backorders as soon as possible, but the time taken depends on the particular product. Generally the re-stock time is in the range of four to eight weeks. We will provide you with an estimated delivery schedule when we confirm your order.What payment methods do you accept?
You may pay with your credit or debit card through Opayo (name changed from Sage Pay). Payment processing is fully secure and we do not store your card details. Alternative you may pay by bank transfer, or by sending a cheque in the post (cheque payment is available to UK customers only). The available options are shown at Checkout. For international bank transfers you must pay any bank fees from your side, so that we receive the full GBP amount.Does my order include Sales Tax?
UK orders are subject to VAT (Value Added Tax)at 20% and this is added to your shopping cart. For international orders the total excludes import duties, taxes and charges. These vary with country, so please check with your Customs office for more details about these additional costs. If you decide to order outside the UK we are not responsible for customs charges and fees, or delays for customs processing.How do you protect my payment and personal information?
Your credit /debit card is processed by Opayo (name changed from Sage Pay). They are an international reputed company and your data is securely stored on their servers. We do not store your card details, or process your card details on our server in any way. You may register for an account on our website with a unique username and password. This facilitates repeat orders and lets you view your order history and use other features of our website. Your personal data is encrypted and we do not disclose any of it to any third parties. We only use your personal data for essential contact, such as confirming your order or for communication directly relevant to your order or inquiry. You may delete your account if you so wish. Refer to our Privacy Notice for full details of how we protect your personal information.
ShippingWhere do you ship to?
We ship internationally to more than 240 countries and regions. Wherever you are, we can ship to your destination. Please ensure that the region of our chip matches the region of your printer model, as we do not stock all regional versions.How is the shipping cost determined?
The shipping cost quoted is based on the actual cost to post the chips to your destination. For UK orders we offer postage by first or second class mail, first class signed for and special delivery. The available options depend on the value of your order. Appropriate postal insurance is used and this restricts the services available for high value orders. Most UK orders use flat rate shipping and the cost is independent of weight. The Special Delivery options are weight dependent.
For international orders we offer standard or tracked airmail services depending on the value of your order. Orders over GBP 20 are sent by International Tracked or International Signed For airmail (depending on your country). Packets are normally insured for their full value. The shipping cost for international orders depends on the weight. Read more about our carriage and handling terms on the Delivery Information page.How long is the regular delivery time of an order?
For UK orders the delivery time depends on the service you choose. For first class and first class signed for the expected time is one working day. Whilst over 90% of first class packets arrive on the next working day this is not guaranteed. For guaranteed next day delivery before 1pm* choose Special Delivery (*Monday to Fridays excluding bank holidays only).
For International orders the delivery time depends on your location. For European countries the expected time is 3-5 working days. For the rest of the world it is 7-9 working days. There may be additional delays by your local postal service, customs clearance or public holidays. We cannot control the postal time once we ship your order.I need my order urgently - can you ship it by Express?
For UK orders the Special Delivery options are available for express shipping. For international orders we can ship by Express International Courier. We will quote for your specific order. Please Contact Us if you need this before placing your order. The shipping cost is usually much higher then for regular orders sent using Royal Mail postal services.What should I do if my packet has been lost in the post?
For UK orders regular mail is untracked unless an enhanced delivery option is used. Packets are only classed as lost with Royal Mail if they are not delivered after ten working days. The first thing to do is to phone your local Postal Sorting Office. If the postman could not deliver it then the packet may be waiting there for collection. Also Contact Us to report that the packet has not arrived
For international orders sent using a tracked service you may check the tracking on the Royal Mail website. If there is no tracking update and your order has not arrived within a reasonable timeframe for your county then the its lost.
Royal Mail offer a variety of services with different levels of compensation for loss or damage. We allow you to choose which Royal Mail service you want, restricted to those with an appropriate level of insurance cover. In case of loss or damage we will make a claim with Royal Mail on your behalf. If the claim is successful the compensation paid will be reimbursed to you. We do not accept resposibility for failure of Royal Mail Ltd to deliver their service. You may read our detailed carriage and handling terms on the Delivery Information page.What should I do if I am not satisfied with your products?
Our chips are high quality and we guarantee that they will be working in your printer when you receive them. In the event of rejection of the chip with an error message, we will replace it with a working chip or refund you if this is not possible. If you believe your chip is faulty Contact Us with the exact error message shown on the display (a photo is best). We will establish the source of the error and whether its caused by the chip.
Errors can also be caused by malfunction of your cartridge or another part of your printer, and these are not due to the chip. You may read our detailed product warranty and returns policies on the Terms and Conditions page.
If you don't like our products or ordered in error then you may return them within 30 days, as long as the chips remain sealed in their packaging. Once the chip's anti-static packaging is opened or if you have installed the chip in your printer then we are unable to accept a return. Complete a Return with the details requested. We will acknowledge your return by email. You will need to send the products to our address, ensuring safe delivery.What should I do if you sent me the wrong product?
Packing errors are rare but can happen on occasion. If you receive the wrong product please send us an email with the order number, packing and product details. We will check it. Once a wrong product is confirmed you will need to return it. We will give you instructions and pay for the return shipping cost. In the meantime, we will send you the correct product right away.