Toner Island’s Customer Care
Customer Service is available to take your calls Monday – Thursday from 8:00AM to 5:00PM, Friday 8:00AM to 3:00PM (Pacific Time) at (888) 424-2144, or by email. A Toner Island customer service representative will quickly respond to your needs.
Our customers take precedence so our objective is 100% consumer satisfaction. We have a responsive and experienced team at your service with over 20 years of experience in the Office Products Industry. Our goal is to have satisfied customers that will come back over and over again as well as refer us to others.
If you contact us by email, please include your phone number so we can reach you with any questions.
Shipping Policy
Free Shipping is approved for orders of $100.00 or more delivered within the Continental United States ( 48 contiguous ) by UPS Ground, FedEx or other method at the discretion of Toner Island. Free freight does not apply to orders being shipped via express delivery or US Mail.
Inspect each shipment for damage upon receipt. Toner Island is not responsible for damages unless recorded by carrier at the time of delivery.
Shortages or damages must be noted on the signed portion of the delivery slip and must be signed by the freight carrier.
If a shipment has been damaged, keep the outer carton and all contents including packing materials such as foam or paper.
Address corrections will be charged $10.00 each. This is a charge that is imposed by Ups and FedEx. For example: providing an incorrect zip code, suite number, or attempting to ship to a P.O. Box.
Exceptions to Free Shipping
Orders $ 0.01 to 49.99 will be charged a flat rate of $ 9.50 for ground shipping.
Orders $ 50.00 to 99.99 will be charged a flat rate of $ 8.50 for ground shipping.
Orders over $100.00 will ship free ground service within the Continental United States Only.
Orders being delivered to Alaska, Hawaii, APO, FPO and other military addresses will be charged the rate charged by the USPS or UPS Ground or Air Service Depending on Location.
Customers outside the United States must e-mail admin@tonerisland.com for a freight quote. Payment must be sent via certified funds. Orders will be shipped after payment has cleared.
Customers who provide incorrect physical ship to address will be charged $ 10.00 for the address correction.
Order Changes / Cancellation Policy
In stock orders are processed immediately to assure timely shipping and therefore may not be changed or cancelled.
The customer will be responsible for all freight charges and a 25% restocking fee on refused orders.
Special order items such as drums, photoreceptors and other cartridge based products may not be cancelled once ordered.
Pricing, Payment and Product Information Policy
All prices and specifications are subject to change based on market conditions. If any changes occur on a pending order the customer will be notified prior to shipping the order.
Local Sales Tax rates will be charged on all California orders. All orders shipped outside of California will not be charged sales tax unless required to do so by law.
All orders are by pre-approved credit card or pre-approved credit terms only.
We currently accept American Express, Discover, Master Card, and Visa via Pay Pal (online only).
Credit terms are available to businesses whose credit has been approved by Toner Island.
If a price or a product description has changed on an item that you have placed an order for you will be notified prior to shipping your order.
Toner Island is not responsible for typographical errors, inaccurate specifications and descriptions.
Toner Island’s Return Policy
Please have the following information when contacting us regarding a return:
- Order ID number ( e-mailed )
- Manufacturer’s part number of item considered for return.
- Quantity to be returned.
- Reason for Return.
Defective Returns are required to provide 3 samples of the defect and a brief description – seeDefective Returns below
All returns require a Return Authorization Number (RA#).
All requests for returns must be made no later than 15 days from the invoice date.
To obtain an RA# please e-mail us at admin@tonerisland.com or call our customer service department at (888) 424-2144 for an RA# prior to returning any product.
Return Authorization Numbers are valid for 15 days from date of issue.
Credits will not be issued if the returns are not pre-approved and you will lose any such products returned.
All returns must be sent shipping pre-paid. The customer shall be responsible for the freight charges on all returned goods.
Freight will only be credited for Toner Island shipping errors.
Returned items will be inspected before credit is issued and a 25% restocking fee will be applied.
All returns must be in resalable condition.Do not write or place shipping labels on the manufacturer’s box or packaging. This affects its saleable condition.
Returns must be made in the original packaging and factory sealed packaging where applicable.
Do not use the manufacturer’s box to ship the product(s) back. Use a separate shipping container.
Write R.A. Numbers only on the Shipping Container. Do not write on product packaging. Return items with writing, labels, or any damage or defacing to the product packaging will not be accepted.
The following merchandise will not be accepted for return or warranty: Copy Cartridges, Drum Units, Drum Cartridges, Drum Cylinders, Image Units, Parts, Photoreceptors, Photoreceptor Belts, and Photoconductors. See Manufacturer’s Warranty.
Returns Requiring Exchange
Any non-defective item purchased more than 30 days prior to return will require a purchase for exchange.
Any item being returned because of a defect will require a new purchase.
Defective Product Return Policy
Toner Island does not warranty Brand Name Manufactured products. However, in the interest of keeping you the customer, happy and satisfied and to eliminate a waiting period of 4 – 12 weeks it takes the Manufacturer to process claims we will be happy to process the return for you if possible. Please note that it still takes a while to get a credit and many times the manufacturers will prorate the amount of the credit or replace the product rather than issuing a credit or check. If you have any questions please feel free to ask your customer service representative. No warranty or guarantee either written or implied shall cover damage or defect due to accident, misuse, abuse, or neglect.
Obtain Return Authorization Number from Toner Island
Toner Island will immediately re-ship a new item to replace the defective product and bill the credit card for the new product. A store credit will be issued upon receipt of the manufactures credit for the defective product.
Return product along with a letter from the Manufacturer, or an Authorized Service Technician describing the defects.
Provide several copies produced showing the defect ( i.e. streaking, lines on the copy, etc., )
Place product and paper work inside of a shipping carton. Do not use the Manufacturers box for shipping. Toner Island does not credit for defective products. Write the RA# Boldly and Clearly on the outside of the shipping carton.
Defective returns require a new purchase to exchange the defective merchandise.
Customer is responsible for shipping defective and damaged merchandise back to Toner Island. Toner Island will not be responsible for freight on merchandise being returned for damages or defective goods. As a courtesy, Toner Island will make available a call tag for damaged/defective products at the customer’s expense; otherwise Toner Island does not call tag damaged/ defective goods. FedEx and UPS charge $10.00 for each call tag issued and the shipping charge.
Upon receiving the defective product Toner Island will inspect the product and process the return with the manufacture.
Upon receiving the Manufacturers credit Toner Island will issue a store credit, valid for 365 days from the date of issue.
Neither Toner Island nor the Manufacturers will be held liable for defective installation or damages that may occur during installation under any circumstances on drum cylinders, drum units, or similar types of merchandise that the manufacture or manufacturers authorized dealers requires a factory trained technician for installation.
Toner Island Dealer Sales / Wholesale Pricing Policies
Dealers located in California are required to submit a valid resale certificate and blanket certificate of resale agreement prior to placing an order or sales tax will be charged. Sales tax can not be refunded.
Our prices and freight program is designed just for you. Orders under $100.00 get charged freight according to our freight policy. Orders over $100.00 ship ground service from our closest warehouse.
For orders over $5000.00 please call 888-424-2144 or e-mail admin@TonerIsland.com for a quote. Large quantity and multiple item quotes may take up to 3 working days to complete.
Toner Island Warranty / Guarantees
Toner Island guarantees that all Original Equipment Manufacturers (OEM) products that we distribute to be Genuine. Toner Island does not warranty or guarantee any OEM products in any way against defect, defective performance, or fitness for a particular use other than recommended by the manufacture. However, Toner Island will help the customer in processing any warranty claims with the appropriate manufacture and will assist the customer in whatever way deemed necessary to ensure the customers satisfaction.
Remanufactured and compatible products are made to meet or exceed manufactured specifications and typically have better warranties.
All Warranties and Guarantees are set by manufacturers. Call for details.
