Maintenance Kit

• Shipping Policy

  Vivid Imaging Solutions Shipping Solutions

  Vivid Imaging Solutions ships from several warehouses located throughout the east and west coast. Orders placed M-F before 4PM PST typically ship out the same day. Orders placed after 4PM PST will ship the following business day (excluding Friday, order will ship on Monday).

  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.

   

• Returns & Exchange Policy - Ink & Toner

  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 VividImagingSolutions.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.

• Returns & Exchange Policy - Office Supplies, Paper, Janitorial, Breakroom, & Technology Products

  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.

Below you will find our most frequently asked questions. If you have any additional questions or feedback, please do not hesitate to contact us.

• What is a compatible ink cartridge?
  A compatible ink or toner cartridge is a generic version of a name-brand cartridge. However, not all cartridges are made with the same quality. All Vivid Series cartridges pass a rigorous compliance test and are certified under the ISO 9001/14001 quality and environmental system. All Vivid Series branded cartridges include our Vivid Series lifetime satisfaction guarantee, a full 1-year warranty, and lifetime customer support.
• Does using compatible cartridges void my printer warranty?

  No.

  Do not worry, your printer warranty cannot be voided for using compatible products.

  Your rights and printer warranty are protected by the Magnuson-Moss Warranty Improvement Act.

  MAGNUSON-MOSS WARRANTY IMPROVEMENT ACT

  United States Code Annotated

  Title 15 Commerce and Trade

  Chapter 50 Consumer Product Warranties

  Section 2302 (c)

• What is the difference between standard and XL cartridges?

  The difference in Standard and XL cartridges is primarily the page yield. XL cartridges will print more pages than a Standard cartridge. They are designed to fit the same printer models and can be interchanged at any time. XL cartridges are a bit more expensive than standard cartridges, however they are actually more cost-effective as the XL cartridge allows you to print almost double the amount with some models, making the average printing cost per page lower. If you print on a regular basis or want to save money in the long run, the XL cartridge will provide savings and also last you longer periods so you do not need to order ink as frequently. If you do not print very often then a standard cartridge will get the job done.

• How do I find the right cartridge for my printer?
  You can find the cartridge name/number on your old ink cartridge. Also, the owner's manual will have the cartridge type and number, which is usually found in the cartridge replacement or device maintenance sections of the owner's manual.
• Is your website secure?
  Our servers are PCI DSS 3.2 certified at Level 1, which protects against credit card data breaches.