FAQ

Returning Vivid Imaging Solutions Products

1.) Returning Cartridges for a Refund

• The first step in returning your cartridges for a refund is to fill out our Return Merchandise Authorization (RMA) form. Our staff will document the reason for the return and the number of cartridges being sent back to us. Once we receive the package, our returns department will reference the RMA number to ensure your refund is issued appropriately.
• To issue a refund, we must first receive the returned package. The customer is ultimately responsible for returning the package and any cost this may incur to the correct address that we will provide for you to send back the defective product. If we do not receive the package, and there is no tracking number verifying delivery, we will be unable to refund your order. We do not hold any responsibility for lost returned packages. All refunds will be issued within 5-10 business days of receiving a package. Please note that the initial $9.95 shipping fee is nonrefundable.

2.) Defective Cartridges

• Contact our friendly Customer Service department and one of our knowledgeable representatives will walk you through some simple troubleshooting methods. In the event that our troubleshooting attempts are unsuccessful, we will replace any defective cartridges free of charge. Please note,  we only accept defective cartridges (1) one year from the purchase date due to expiration periods. All of our replacements will come with a prepaid shipping label for you to return the defective cartridges back to us at no expense to you.

Returning Non-Vivid Imaging Solutions Products (OEM items)

Original Equipment Manufacturer ink & toner products are non-returnable. For any questions or concerns regarding OEM products, you must contact the original equipment manufacturer which can be found on our Technical Support page.

Canceling 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.

Incomplete Orders, Incorrect Products, and Lost Packages

In the event that you did not receive your package, you received a product different from what was listed on your original invoice or did not receive your entire order, you must contact our Customer Service Department within 30 days of the original order date to qualify for a replacement. Any incomplete orders, lost packages or incorrect orders reported after this time period will not be eligible for replacements or a refund.

Ineligible Return Items

We will not be able to issue any refund or exchange for any orders that were not originally purchased from VividImagingShop.com. If a laser toner or ink cartridge is returned for a refund and contains less than 40% toner/ink remaining in the cartridge, it is considered empty and will not be covered under our Lifetime Guarantee and there will be no refund issued. In the event that a toner or ink cartridge has been subject to excessive physical damage, we will not be able to issue a refund for this product.

Shipping Charges

The $9.95 shipping fee is non-refundable.*

Restocking fee

Incomplete Order, Incorrect Products that you have ordered on our site will have a 10-20% restocking fee applied to return the product back to us. The product must be in its original packaging, do not mark on the box, Open box products will have a restocking fee applied.

Returning Office Supplies, Paper, Janitorial, Breakroom, & Technology Products

1.) ALL SALES ARE FINAL - NO RETURNS WILL BE ACCEPTED.

• Please ensure the product you are ordering is correct as it cannot be returned. If you are uncertain, please reach out to our friendly support team prior to placing your order and we will provide assistance.

2.) EXCLUSIONS

• We may issue a refund in the event your original package is missing products. Please inform us within 72 hours upon signing for your package.

Order Processing - Office Supplies, Paper, Janitorial, Breakroom, & Technology Products

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 - Ink & Toner

Contiguous U.S.

Orders over $50.00 are Shipped FREE to the Contiguous U.S.

Orders under $50.00 that are shipping to the contiguous U.S. are charged a flat rate of $4.89. Orders shipping to the contiguous U.S. over $50.00 are shipped FREE (Excluding HI, AK, APO, PR, Guam, etc).

Non-Contiguous U.S.

Shipping to a Non-Contiguous U.S. Territory? Vivid Imaging Solutions has you covered!

Orders shipping to non-contiguous U.S. territories will ship through the U.S. Postal Service. This includes Alaska, Hawaii, American Samoa, Guam, Northern Mariana Islands, Puerto Rico, U.S. Virgin Islands, etc.

Priority & Expedited Shipping

Vivid Imaging Solutions Upgraded Next-Day Shipping!

Vivid Imaging Solutions customers can upgrade shipping to UPS Next-Day Shipping, etc. to accommodate their needs. If your order does require this please email Support@VividImagingSolutions.com with your order details as this shipping option is not available through our website checkout at the moment. Customer is responsible for upgraded shipping rates.

Canada Orders

Shipping to Canada Made Easy with Vivid Imaging Solutions!

Rates start at just $9.99 for all orders going to Canada. Additional applicable taxes and fees may will be added upon checkout. As soon as your order ships, Vivid Imaging Solutions will provide you with a shipping confirmation and tracking information. Most orders ship 5-10 business days.

Shipping - Office Supplies, Paper, Janitorial, Breakroom & Technology Products

Contiguous U.S.

Orders over $50.00 are Shipped FREE to the Contiguous U.S.

Orders under $50.00 that are shipping to the contiguous U.S. are charged a flat rate of $7.90. Orders shipping to the contiguous U.S. over $50.00 are shipped FREE (Excluding HI, AK, APO, PR, Guam, etc).

This excludes any product specific shipping costs, which will be noted in the product details of those items. 

Priority & Expedited Shipping

Vivid Imaging Solutions Upgraded Next-Day Shipping!

Vivid Imaging Solutions customers can upgrade shipping to UPS Next-Day Shipping, etc. to accommodate their needs. If your order does require this please email Support@VividImagingSolutions.com with your order details as this shipping option is not available through our website checkout at the moment. Customer is responsible for upgraded shipping rates.