Frequently Asked Questions

Ordering & Payment

What if the item I am looking for is not shown on the website?

If you are having trouble finding the product you need, or not sure if it is the right product for your printer, please give our Customer Service a call on 1300 780 810. We will double check whether the product is available and whether it suit your type of machine.

Can I order by phone or email, rather than on-line ?

Yes, we accept orders by phone or email.

For new customers, you will need to call Customer Service on 1300 780 810 for any initial orders.  Thereafter, you can place orders by email if you prefer.

If you are a returning customer, you can now easily order on-line, by phone, or email to [email protected]

Phone Orders
If you prefer to use the phone, please call our Customer Service on 1300 780 810 and our staff will happily take your order over the phone. We will need your contact details, delivery address and printer or cartridge number to place an order.

Email Orders
Please submit all email orders to [email protected] 

TIP! We recommend you check your selected cartridges against your existing cartridges or printer manual before placing an order. If in doubt ask our Customer Service for advice.

Can I make a change to an existing order?

If you need to change an order, call Customer Service on 1300 780 810 as soon as possible from the time you placed your order. Depending on whether you order has been despatched, we will make every attempt to facilitate a change to your order that is to your satisfaction.  Refer to our Terms & Conditions Policy for a detailed explanation of our ‘Warranty & Returns’ Policy.

How do I cancel my order?

Orders may be cancelled only in the instance where the order has not yet been dispatched for delivery. Please call Customer Service on 1300 780 810  or email [email protected] for any order cancellation requests.

What forms of payment do you accept?

Credit/Debit Card Payments – We accept Visa or MasterCard via our PayPal gateway. You do not have to be registered with PayPal to pay with your Visa or MasterCard and no PayPal fees apply to the customer.

Direct Deposit Bank Transfers – Available to our trading account customers only. Bank deposit details are shown on our Tax Invoice.  For security reasons we do not provide our bank details on our web site.

Cheques and Money Orders Accepted – Please ensure you put your Order Reference Number in the remittance for our reference. Delivery times may be delayed with these payment methods as orders are not dispatched until payment has cleared.

For more information, refer to our Terms and Conditions Policy or call our Customer Service on 1300 780 810.

Shipping & Returns

How much does Shipping cost?

Shipping & Delivery fees for consumables & printer cartridges are a ‘Flat Rate Shipping’ for any size order and dependant on your postcode.  Fees generally fall into one of 4 categories :- Inner Metro, Outer Metro, Inner Country & Outer Country.

You can check the delivery fee for your consumable/cartridge order by first clicking the ‘Add to Cart’ on the product listing. Then go to the ‘View Cart’ tab. You can also find the ‘View Cart’ from the drop down menu in the blue shopping basket in the top right hand corner.

You will see a ‘Calculate Shipping’ tab, which you can click on, enter your State & Postcode, and a delivery fee will be displayed when you click on ‘Update Totals’

You have not placed an Order at this stage, so don’t worry if all you want to do is check a delivery fee.  You can exit the page at this stage if you do not want to proceed with an order, and your order will not be processed.

The delivery fee shown is a ‘flat rate delivery’ fee, so whether you order one, or several items, the same flat rate fee applies.

For a guide on cartridges and consumables Flat-Rate fees, please refer to the Flat-Rate Delivery Fees section under our Shipping & Delivery page.

Alternatively, you may call us on 1300 780 810 for confirmation of the delivery fee or Contact Us by email. Be sure to state your postcode and any relevant delivery information in your on-line enquiry.

Shipping & Delivery fees for Printers, Multifunction Centres & Multifunction Devices will be subject to a quote depending on the size of the printer, handling requirements & delivery location. eg, metro/country.

When you see a printer displayed you will see a box showing ‘Delivery Quote’. By clicking on this box and entering your delivery details, in particular postcode, we will respond promptly with a fixed delivery price and also confirm availability and an estimated time of delivery.

Orders for Printers can only be placed by calling our customer service on 1300 780 810 where we will arrange payment and delivery details.

Do you ship to PO Boxes?

Yes we do, please contact our Customer Service on 1300 780 810 to get an accurate delivery quote.

Do you offer International Shipping?

We do not offer international shipping – we only deliver Australia-wide.

Can I pick up my order?

Our warehouses do offer the option of ‘Pick Up’.  Call Customer Service on 1300 780 810 with your order requirements, or include Pick Up details in your on-line order.

How do I track the status of my order?

Unfortunately, we do not currently offer tracking for orders but we will send an email to confirm your items have been despatched. If you are concerned about a delay in the delivery of your ordered items please call our Customer Service on 1300 780 810.

What happens if my order does not arrive?

If your order has not arrived within 3 business days, please contact our Customer Service on 1300 780 810.  Our warehouse issues a despatch notice within 24 hours of your order being processed, and our Customer Service team checks all orders, so if we see a delay, we will follow up and advise accordingly.

How do I return my items?

To return items, you first need to fill in a Return Request form to receive authorisation to return the goods. Then on receiving your Return Authorisation Number you can proceed to ship the items back to Adelaide Cartridge Centre.

Please refer to our Warranty and Returns page to see if you are eligable to return goods and the procedural steps for Returns.

Do you accept returns on sale items?

Sorry, we do not accept returns on sale items.

Technical

How does an Inkjet Printhead work?

Manufacturers use different technologies in their print head design, but in principle, Ink is heated in the print head by an electrical circuit, which causes the ink to expand and a droplet of ink to be forced out of the micro-nozzle.  The width of a nozzle is approximately half the thickness of a human hair and inkjet cartridges ‘fire’ thousands of droplets per second per nozzle resulting into millions of droplets.

Nothing is printing but I know my ink cartridges are not empty?

You may have a dried ink blockage caused by ink drying in the printhead, which is due to the printer being out of use for some time.

Performing the ‘clean nozzle/printhead‘ function may solve this problem.  If it does not work, repeat these steps, but we suggest no more than 3 times in any one session.

I have changed the ink cartridge but nothing is printing?

There can be a few reasons for why nothing is printing:

Air Blockage – Depending on your type of cartridge, you may have an air blockage in the printhead caused by either when the cartridge ran out of ink or when the new cartridge was installed.  Perform the ‘clean nozzle/printhead’ function as described above.

Tapes, Caps and Plugs – Check that all tapes, caps & plugs used on the cartridge for freight purposes have been removed.  Cartridges sometimes have a removable ‘tape’ or ‘plug’ over the vent hole of a cartridge to prevent leaking during transit.  If these are not removed, the cartridge will not vent freely when trying to print, and in turn the printhead will be starved of ink.

I have changed the ink cartridge but I have white/faint lines across the page?

Printheads can sometimes develop blockages for differing reasons.

Air Blockage – air blockage in the printhead can be caused by when either the cartridge ran out of ink or the new cartridge was installed. Perform the ‘clean nozzle/printhead’. If this does not work, repeat these steps, but we suggest no more than 3 times in any one session.

Dried Ink Blockage caused by ink drying in the printhead due to printer being out of use for some time. Perform the ‘clean nozzle/printhead’ function as described above.

Tapes, Caps and Plugs – Check that all tapes, caps & plugs used on the cartridge for freight purposes have been removed.  Cartridges sometimes have a removable a ‘tape’ or ‘plug’ over the vent hole of a cartridge to prevent leaking during transit.  If these are not removed, the cartridge will not vent freely when trying to print, and in turn the printhead will be starved of ink.

The colours are not printing as they should?
  1. You may have a dried ink blockage or air blockage in the Printhead – please refer to the question above
  2. Possibly one ink colour is running low.
  3. Check the paper you are using is correct for the job.
  4. Check your print colour settings.
I have lines or spots appearing down the page on my Laser printout?

This would generally indicate a problem with the toner cartridge or drum unit if it is a separate unit.  Sometimes one of the rollers picks up a scratch or mark, which as the roller rotates, either leaves a line down the page, or in other cases, a ‘spot’ at a regular intervals down the page.

Toner cartridge/drum unit design varies between manufacturers, and for theses reasons identifying the source of the problem can be a little more involved. It may be the printer itself. We suggest you contact an authorised repairer prior to replacing any cartridge/drum unit and seek further advice.

You can try changing to a back-up cartridge if you have spare cartridge and run a test print to see if the problem has ceased.

What is the difference between Copy Paper and Ink-jet Paper

Inkjet paper will provide greater sharpness and colour and no bleeding or graininess.

Inkjet paper has special receptive coatings that provide an enhanced finish over copy paper.  These special coatings laid over a ‘base underlay’, play an important role in how the ink interacts with the surface of the paper. eg, drying, etc.

As a rule of thumb if you are unsure what paper to buy if you are preparing a report, the thicker the paper, the more coatings, and better print reproduction.

Remember, you do not have to go the highest gsm paper to produce a good quality report or photo.

Page Yields - will my cartridge print the number of pages as indicated?

The page yields of a cartridge are a guide only to the number of pages that your cartridge will print.  Page yields are usually based on an average % coverage of an A4 page using a standard 10px size font.  Several factors affect & reduce page yields, being:

  • Font size
  • Solid images, such as logos’ or pictures
  • Bold Text

When printing colour, your printer may still use the black cartridge to create part of the colour shade being reproduced, so don’t be surprised if your black cartridge is lower even though you have only been printing colour.

Terminologies

What does OEM mean?

OEM is an abbreviation for Original Equipment Manufacturer.  The original manufacturer of your printer and cartridges is usually referred to as the OEM.

What does Original and Genuine cartridge mean?

It means the cartridge is manufactured by the original manufacturer of your printer.

e.g. The OEM.

What does Non-Genuine cartridge mean?

A non-genuine cartridge could be either a compatible or remanufactured cartridge that has not been manufactured by the OEM.

What is a Compatible cartridge?

A compatible cartridge as listed on our web site, could be either a 100% new cartridge that is manufactured by another company and can be used in lieu of an OEM product, or a remanufactured cartridge that has not been manufactured by the OEM.

Compatible cartridges are designed to offer the same print quality & page yields of an OEM cartridge and are fully guaranteed for 1 year from date of purchase.

What is a Remanufactured cartridge?

These cartridges have been disassembled and put through a remanufacturing process. The disassembled cartridge is emptied of residual toner or ink, thoroughly cleaned, worn parts replaced, ink or toner is replenished and the cartridge is fully tested.  Remanufactured cartridges are designed to offer the same print quality and page yield as an OEM cartridge and are fully guaranteed for 1 year from date of purchase. 

What is the difference between a Wireless and a Network Ready printer?

Wireless Printers
A wireless printer is not connected to a computer by traditional Ethernet cabling. Instead, all printing information is sent to the printer via wireless connection. A wireless printer can also be connected to a network and serve multiple computers.

Network Printers
Network printers can be ‘Wired’ via an Ethernet cable or be a Wireless printer and connected to the network wirelessly. This allows multiple computers to print to a single printer, or for multiple printers to share the workload among several computers.

What does ‘Prebate’ & ‘Return Program’ cartridge mean in some Lexmark item descriptions?

Return Program’ and ‘Prebate’ are the same.  Lexmark offers its customers the choice of using cartridges that have this description for many of its printers.  These cartridges are sold at a discounted price as compared to the regular cartridge in exchange for the customer’s agreement to use the cartridge only once and return it only to Lexmark for remanufacturing or recycling.

Lexmark offer this service to help keep empty cartridges out of the waste stream.

Collection programs are always free to the consumer and are designed to be easy to use.  Further information is available from Lexmark’s web site www.lexmark.com.au and follow the links under either ‘Environmental Sustainability’ or ‘Cartridge Recycling’.

Quality Assurance & Customer Service

Do you offer any Product Warranty?

Yes, our warranty covers our genuine (OEM), non-genuine, compatible and remanufactured printer cartridges, as well as printer hardware.

Should you be experiencing any problems we will respond to your warranty claim by either providing a cash refund or product replacement. There may be cases where we will refer your claim back to the manufacturer for assessment.

For more information, please refer to the Warranty and Returns page.

Will using a Compatible cartridge void my Printer Warranty?

Choosing to use a compatible cartridge will not void your warranty unless the manufacturer can prove that any printer fault is directly attributable to the compatible cartridge.  In all other cases your warranty provisions remain intact.

How does Adelaide Cartridge Centre ensure customer satisfaction?

Adelaide Cartridge Centre is committed to providing our clients with the highest quality products and levels of service.

Our products are sourced from some of the worlds leading toner and cartridge suppliers, recognised in their own right for the quality of their products & technical expertise.

All of our products and services come with our 100% satisfaction guarantee.

We take seriously our commitment to you, and believe quality goes beyond a policy statement on the wall.  We actively embrace the virtues of a Quality Management System in our business and we vigorously apply those controls.

We constantly monitor our levels of customer & product satisfaction, service delivery, and our own internal business practices, and regularly review those outcomes against business performance benchmarks.  Accordingly, changes to our business procedures result from such reviews as part of our continuous improvement approach.

You can rest easy, knowing you are dealing with a business that embraces the principles of quality control and couples it to a customer service approach that is second to none.

I would like to provide customer feedback, who do I contact?

All customer feedback can be directed to our Customer Service on 1300 780 810 or you can email [email protected]

We encourage our customers to review our service through Google and LinkedIn.