Terms & Conditions
We want to make your ordering and customer service experiences as good as they can be. If you have any questions at all regarding your account, or need specific details on our products and services, speak with your Account Manager.
Each customer is provided an account manager to provide you with a better experience. In most cases your account manager will be the Island Ink-Jet licensee (if one exists) within close proximity to your location. Your Account Manager is there to help you with purchasing decisions, will provide input about maximizing efficiency, will deal with returns and more. Your Account Manager’s contact information is displayed when you are logged into the website.
Prices quoted on this website including any discounts found are available only when ordering online. We make every effort to keep our online prices competitive with the online marketplace. It is a generally understood principle of the internet that companies can offer lower prices online due the lower costs incurred by providing an online shopping experience. If you want a competitive bare-bones price on toner or ink, you’ve come to the right place.
For higher levels of service we recommend dealing with our independently owned and operated retail storefronts. In-store pricing and availability will generally be higher compared to prices quoted on this website due to the significantly higher levels of service received in store and the additional costs related to providing those services.
Here are some of the value added services consumers receive by buying in store: Product is available for immediate pick-up; consumers are able to deal face to face with an expert who can provide guidance, advice and troubleshooting tips; immediate resolution to any issues. Ancillary benefits include your support of your the local economy. It is noted that stores incur additional expenses such as rent, labour, overhead which make it impossible to offer the online price in store.
Prices quoted exclude all taxes applicable including GST, PST, HST and QST. For orders placed within any Canadian Province users will be charged the following tax rates: Alberta, Manitoba, The Northern Territories, Quebec and Saskatchewan -5% GST. British Columbia -12% HST. Ontario, New Brunswick, Newfoundland & Labrador, PEI 13% HST. Nova Scotia -15% HST.
For any international orders no Canadian taxes are applicable and customers may be required to self assess any taxes due
Payment Terms and Leasing Options
Payment by major credit card (VISA, MasterCard) must accompany the order unless alternate payment methods have been created. Payment terms are subject to change without notice. In addition to the above, debit cards and cash are also accepted at all Island Ink-Jet locations
Product Changes and Errors
All descriptions and illustrations in this Ordering Guide are based on the best information available at the time of publication. Although every effort has been made to ensure accuracy, prices and specifications are subject to errors. Users are expected to verify specifications with manufacturer prior to purchase.
While we maintain substantial stock market fluctuations may result in some items being out of stock or available only upon request. When out of stock, you may create a backorder that will be filled at some point in the future upon the availability of product.
A backorder constitutes a firm order that the customer has placed. Backorders can be cancelled at any point prior to the order being shipped to the customer by selecting “Cancel Order” from the backorders screen.
You may choose to have the backordered items held for inclusion with another shipment or shipped immediately once available. If you choose to hold and add items to another order, items will be combined with your next order to save on shipping. If you choose to have a backorder shipped immediately than standard shipping charges will apply once the order is available for shipment.
Items that are backorder are invoiced and charged on the date of shipment and based on the original instructions of the customer.
Pricing is subject to change between the date of opening a backorder and the date of shipment. All prices are set on the date of shipment based on then-current pricing. Current system pricing appears on the main website and within the “Backorders” section of “My Account” at all times.
Return Policy – Unopened Packages
You can return our regular “in-stock” products in the complete and original packaging, including all manuals and accessories, within 15 days of delivery. All returns must be unopened and in re-sellable condition and will incur a 20% restocking fee. Shipping fees including any shipping charges attributable to the original order are at the customer’s expense and are not eligible for refund.
Special-ordered, non-stock merchandise, Used/Off-lease Printers are non-cancellable and non-returnable.
A Return Manifest (RMA) Number provided by Island Ink-Jet must accompany any returned merchandise. To receive an RMA Number, please contact your Account Manager.
Defective Product Warranty
Cartridges are warranted by their respective manufacturers policies for 1 year from date of purchase. The return of defective merchandise is contingent on the manufacturer’s defective and/or repair/replacement policies which in some cases may require that the product be returned to Island Ink-Jet or in other cases directly to the manufacturer. Customers are required to contact their Account Manager to determine the proper course of action.
Cartridges that have failed due to improper use or cartridges that have reached the end of their life cycle (ie ran out of ink or toner in the normal course of operation) do not qualify for warranty. Cartridges need to be at least 70% filled in order to qualify for refund or replacement.
All returns sent to Island Ink-Jet require an accompanying Island Ink-Jet Return Manifest Number (RMA) which can be provided by your Account Manager. Island Ink-Jet will provide a return shipping manifest to be used on all returns destined to Island Ink-Jet.
All returns require up to 15 days to process upon receipt as defective product is tested to ensure it qualifies for Warranty. In most cases typical resolution time is under 7 business days. Once verified, customer will be contacted and will receive a refund, a credit, or a replacement.
If an immediate replacement is required a new order can be placed and will be processed immediately. The customer will still receive the refund upon completion of the processing time (provided the items qualify for warranty). We recommend customers always carry a spare cartridge for when their existing cartridge fails due to the fact all cartridges fail at some point in time (99% of the time it is by reaching full life cycle).
Any product that is returned as defective and is quality tested and found to be in good and working order will not be eligible for Defective Product Warranty. Cartridges that are found to be in good and working order are treated as “Unopened Packages” for warranty purposes and incur a 20% restocking fee.
Used/Off-Lease/Remanufactured printers are warranted against failure for 90 days starting on the date the copier is received by the buyer and up to 2 years with a purchase of an extended warranty. Consumables are guaranteed to be in excess of 50% full upon receipt of the used machine. Should problems arise within the warranty period, we will pay for parts and labour to get it fixed. Our warranty does not cover damages as the result of our customer moving, misusing or abusing the copier or depletion of toner due to use - that just makes sense! While under warranty, all replacement parts will be sent by FedEx ground at our expense.
Damaged Goods and Shortages
In case of damage or shortage in shipments, note the discrepancy on the packing slip before signing for receipt of the order and notify Island Ink-Jet immediately or simply refuse the order (in which case shipper will return package to Island Ink-Jet) and contact us to ensure a new shipment is sent asap. Notification must be reported within 15 days of shipment. Where there is concealed damage, retain the packaging for inspection. For shipments delivered by a courier or freight company, report the claim to the carrier and obtain an inspection report. Notify Island Ink-Jet and we will cooperate to help you secure a satisfactory adjustment.
Orders are shipped pending credit approval and product availability. Orders placed outside of local trading areas will have a separate delivery charge based on the weight and delivery distance of the order. We observe many federal and provincial holidays across Canada. If you are in an area that is observing a holiday and are unsure of your delivery date, please contact us at 1-877-446-5538. Refused delivers may be subject to additional charges.
Expected Delivery Times
Orders are shipped via Fed Ex and may consist of multiple packages. Once your order has been processed and prepared for shipping, the tracking information will be available directly in the account management section of the website.
Environmental Handling Fee
Depending on your province, your purchase may include an environmental handling fee (EHF). Environmental Handling Fees cover the costs associated with safe and responsible recycling of electronics at the end of their life. EHFs are administered by provincially approved recycling programs and are not government taxes. For more information click to visit our EHF info page