Frequently Asked Questions

These Frequently Asked Questions were last modified on 27th April 2017

Shipping Information

When will I receive my order after making my purchase on-line?

Deliveries will be made on the same day in all Australian major capital cities where possible, alternatively next day delivery will apply. Orders must be received and processed by 2pm EST for same or next day delivery. Country areas please allow 2 days delivery. Please note that dispatch and delivery times may vary during national public holidays. For full details of our delivery service, email info@australianecoprint.com.au

What if my order is delayed?

When your order leaves our warehouse it becomes the responsibility of the courier shipping the item. The courier is responsible for any unforeseen delays in your order’s arrival. If you have not received your order within 5 business days from the day your order was shipped, please contact our customer service team and at this time we will firstly locate your order, then if required we will reship or refund your order as per your instructions.

What are the shipping charges?

Orders with Australian Eco Print over $95 is delivered to you free of charge. Any order under $95 will be charged at a flat rate of $7.95 for Metro delivery and $12.95 for Regional delivery.

How do I track my order?

When your order is confirmed and has been shipped, we send out tracking details including the courier company, the consignment number, the dispatch date and the couriers website URL or tracking link. This will be sent via email and will also be available in the order details in your My Account area.

Payment Information

What payment methods do we accept?

We accept PayPal, Visa, Mastercard and Direct Deposit.

All of the above payments choices are available on the final payment page in our secured shopping cart.

Can I place an order if I do not have a credit card?

Yes! We offer a direct deposit feature on our secure website, you will be presented with our bank account details after you have placed your on-line order.

Please ensure that you quote your order confirmation number to avoid unnecessary delays. Please also be aware that direct deposit orders may take a little longer to process.

Will I receive a Tax Invoice with my order?

All of our Australian Eco Print customers receive a tax invoice once their order has been confirmed and their form of payment approved by our finance team.

Our shopping cart will generate a receipt once your order has been placed that will break down the products ordered and delivery costs if applicable.

How do I use coupon codes?

Discount coupons are available on occasion and can be used in the checkout section. Look for the green bar at the top of the checkout page that says “Have a coupon? Click here to enter your code. Please note that when entering the code that our coupons are not case sensitive.

Return & Exchange Information

What if I ordered the wrong product?

Australian Eco Print is happy to accept a product back that has been ordered incorrectly where ever possible as we understand mistakes do happen from time to time.

To return a product, you must first contact us to obtain a Return Authorisation (RA) number. Returned goods cannot be accepted without an Australian Eco Print RA number, which is valid for fourteen days. When posting the cartridges back to us, the RA number is to be clearly marked on the returned goods packaging (above the address), or goods will be returned upon arrival.

To obtain an RA number, please e-mail support@australianecoprint.com.au or call Ph. 1300 207 723.

All incorrectly ordered goods returns must be unopened and in ‘as new’ saleable condition otherwise your exchange/credit will be rejected. Items must be packaged in their original product packaging. We are unable to credit any returns without the original undamaged product packaging. Please use a different box for shipping so the original box is not marked with courier stickers, tape, tags or packing labels.

All incorrectly ordered goods returned to Australian Eco Print incur a 20% restocking fee.

It is your responsibility to pay the freight charges and insurance to Australian Eco Print and to ensure you have a proof of delivery for goods returned to us. Goods that are shipped with ‘receiver to pay’ will be rejected by us, leaving the courier responsible.

What is your return procedure?

Should you need to return a product for whatever reason please email support@australianecoprint.com.au or call Ph. 1300 207 723 to obtain a Return Authorisation (RA) number. Returned products cannot be accepted without an Australian Eco Print RA number, which is valid for fourteen days, this is so that the product can be easily matched when it is returned to our warehouse. When posting the product back to us, the RA number needs to be clearly marked on the returned goods packaging (above the address), or goods will be returned upon arrival.

All returned goods returns must be unopened and in ‘as new’ saleable condition otherwise your exchange/credit/refund will be rejected. Items must be packaged in their original product packaging. We are unable to credit any returns without the original undamaged product packaging. Please use a different box for shipping so the original box is not marked with courier stickers, tape, tags or packing labels.

It is your responsibility to pay the freight charges and insurance to Australian Eco Print and to ensure you have a proof of delivery for goods returned to us. Goods that are shipped with ‘receiver to pay’ will be rejected by us, leaving the courier responsible.

Product Information

Do your products come with a guarantee?

Absolutely. All products sold and distributed by Australian Eco Print come with a full guarantee which covers any defects in materials or workmanship.

OEM (Original Equipment Manufacturer) products are subject to the manufacturers such as Brother, Canon, Epson and Hewlett Packard’s own warranty, procedures and guidelines. Please e-mail our customer service team at support@australianecoprint.com.au or call Ph. 1300 207 723 should you require the details.

How long does your guarantee last?

Australian Eco Print full warranty runs for the life of the remanufactured cartridge provided that the customer returns the cartridge to Australian Eco Print at their own cost and there is no evidence of tampering with, or is not more than 60% used. OEM products are subject to the manufacturer’s warranty.

What is OEM?

OEM cartridge is an Original Equipment Manufacturers Cartridge. The printer manufacturer is referred to as the OEM (Original Equipment Manufacturer).

What is a Compatible Cartridge?

Compatible Cartridges are 100% brand new and have been designed to be interchangeable with an OEM cartridge. Compatible Cartridges offer consumers considerable savings over an OEM cartridge.

The cartridges come with a full warranty, tested and are safe to use in original printers, photo copiers and fax machines.

What is a Remanufactured Cartridge?

Remanufactured cartridges are cartridges that have been recycled, refilled and put through the manufacturing process for a second time. These cartridges come with a full warranty, the cartridges are produced to either meet or exceed the original product. The process involves the cartridge being disassembled, cleaned, any worn parts being replaced, high-quality toner or ink being refilled, reassembled then fully tested and packaged for distribution.

Will using a Compatible or Remanufactured product void my Warranty?

In Australia Manufacturers are prohibited, in certain circumstances, from requiring a consumer to use a specific type of ink, cartridge or paper. The brand of product you choose is entirely at your discretion. Manufacturers do however have the right to reject warranty claims, Australian Eco Print recommends that you refer to the Manufacturer’s warranty.

Privacy Information

Is your web site secure?

Yes. Our website is secured using the latest 256 bit SSL (secure socket layers) security certificates, this means that all data viewed or entered on any of our pages has been encrypted before it is transferred. You will know the page is secure when you see the padlock icon on your browser or alternatively anytime the web site address begins with https.

My Account Information

Do I need an account to place an order?

We recommend that you have create an account when placing an order, however you may also checkout as a guest. There are many benefits to creating an account such as storing of details including addresses, emails and phone numbers, the ability to easily reorder without having to re-select products and fill out details, and much more.

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