FAQ

All returns must be authorized with an RMA # (Return Material Authorization).

• Without an RMA, credit may be withheld or denied. Contact your account representative, or Customer Service at 866-645-1971 to obtain an RMA#.

OEM Ink/Toner, Office Supplies, Paper, Janitorial, Breakroom, & Technology Products Only:

• 30 days from date of invoice for returns due to customer error (such as ordering the wrong item); merchandise must be returned in re-saleable condition.
• 30 days from date of invoice for any defective merchandise.
• 10 days from date of invoice for any concealed damage or concealed warehouse errors (such as shipping the wrong product or shortages).
• 5 days from date of invoice for all visible damage and visible warehouse errors.

Compatible Ink/Toner, Defective:

• Return up to 30 days, exchange only after 30 days, up to 1 year.
• 5 days from date of invoice for all visible damage and visible warehouse errors.

Compatible Toner, Non-Defective:

• Return up to 30 days, exchange only after 30 days, up to 1 year.
• 5 days from date of invoice for all visible damage and visible warehouse errors.

RETURN TERMS:

• **For certain compatible toners, the return window is limited to 90 days from the invoice.
• After receiving approval and an RMA # from Vivid Imaging Solutions, customers must return products within 12 business days. If we do not receive products or a tracking number confirmation in 12 business days, the customer will receive no credit.
• The following categories are not eligible for return: food and beverage products, medical products, pharmaceuticals, Machine/Floor Equipment, discontinued or expired products, special order products, and closeout merchandise.
• Lost Packages are subject to investigation commensurate with carrier policies prior to issuing any credit or refund.
• Extra product(s) received with any return will be deemed unauthorized and subject to credit denial.
• Credits are issued after an authorized return is completed.
• Exchange invoices are created for accounting purposes only. In most cases, the credit will be applied to the exchange invoice.
• Unauthorized returns may result in no credit.
• Non-defective returns (and certain unauthorized returns) that are not the result of a Vivid Imaging Solutions error are subject to a 25% restocking fee.
• Non-defective product(s) must be in resalable condition upon return. Do not write or place shipping labels on the manufacturer’s box as it will result in no credit.
• Shipping charges on your original order are non-refundable.

 

Cancelling an Order:

• If you need to cancel an order that has already been placed, please call our Customer Service Department the day you placed the order before 4pm PST. If your order has not been shipped out, we will be able to cancel the order and issue a refund. In the event that the order has already been shipped out, we will not be able to issue a refund until that package is returned back to our facility with a 10-20% restocking fee.

 

Order Processing:

• 97% of our orders are processed and shipped in 2 - 4 days. Bulk orders and those containing heavy weights may encounter slight shipping delays. In the event your order has a delay, our Vivid Imaging Solutions team will notify you.
• Since some shipments are delayed, we will hold issuing credits until (10) days after original shipping date.

 

Shipping Terms:

• Contiguous U.S.
  • Shipping varies per order.
• Non-Contiguous U.S.
  • Shipping varies per order.
• Priority & Expedited Shipping
  • Orders can be upgraded to next-day and overnight shipping. If your order requires this, please email your account representative. Customer is responsible for upgraded shipping rates.