Frequently Asked Questions
Delivery
Printjuice provides fast delivery Australia wide. Delivery time is usually one
to two working days to most parts of Australia. The Northern Territory may take
up to three working days.
Orders placed on weekends or public holidays, or after about 4 pm on any working
day, are processed the following working day. So if an order is placed on
Sunday, we process it on Monday with an expected delivery Tuesday or Wednesday
to most parts of Australia.
Delivery is FREE for orders over $75.00, otherwise a simple flat rate of
$6.90 per order, applies.
This charge (if applicable) will be shown at the Check-out stage of your order.
Couriers will require a signature to verify the delivery. We understand that at
times this can be difficult but it is necessary to protect the goods you have
ordered, and to verify that you have received your products.
Post Office Boxes are OK. When couriers deliver to a street address they will
require a signature to verify the delivery. We understand that at times this
can be difficult but it is necessary to protect the goods you have ordered, and
to verify that you have received your products.
The best address to use is where someone is available between 8:30 am and 5:30
pm weekdays.
Home delivery? We recommend you use a business address wherever possible.
How about using your place of work.
Usually if delivery cannot be made, couriers will leave a note to make another
appointment or for you to pick up that item but this cannot be taken for
granted. If delivery cannot be made you will be responsible for any delivery
fees incurred even though you may not receive the item, so make sure someone is
available to sign.
Can I pick up my order?
Because our stock is sourced from warehouses across the country you cannot
collect your order in person.
Out of Stock
Our order fill rates are exceptional.
In the event that we are out of stock of any item your order will be delivered
all except the out of stock items, which will be displayed as B/O (Back Order)
on your delivery docket.
You will be sent the B/O stock as soon as it arrives and you will NOT be charged
additional delivery.
In the extremely rare event that an item on B/O is not supplied promptly we will
let you know and you have the option to cancel your order and receive a refund
for the non-supplied items.
Returns
There are 2 different types of returns, faulty goods and incorrectly ordered
goods.
If you order incorrect goods we are happy to take them back with just a few
conditions:
- Please contact us first to obtain a Return Authorisation Number. Returned goods
cannot be accepted without a Printjuice Return Authorisation Number.
- Incorrectly ordered goods must be returned in original packaging which is still
intact. We cannot accept any incorrectly ordered goods which have been opened or
if the packaging is damaged or defaced in any way. Before opening the package
please check that goods are suitable for the purpose they were purchased for.
(For example, check the package of a cartridge to make sure the cartridge fits
your printer.) If you are not at all sure please
contact us as sometimes certain
cartridges are compatible with several different brands of machine.
- When returning incorrectly ordered goods please pack them in another box so that
the original packaging will not be damaged by stickers, courier handling etc.
- It is your responsibility to pay the freight charges to Printjuice. It is your
responsibility to ensure that proof of delivery is returned to us. Goods that
are shipped receiver to pay will be rejected by Printjuice.
- Return Authorisations are only valid for 14 days from the date you ordered the
goods.
- All incorrectly ordered goods returned to Printjuice will incur a 20% restocking
fee, or a minimum charge of $25.00. That is, the value of your credit will be a
maximum of 80% of the original sale value before delivery charges.
Faulty goods can be returned with these conditions:
- Please contact us first to obtain a Return Authorisation Number. Returned goods
cannot be accepted without a Printjuice Return Authorisation Number.
- We do not give credits for returns where the goods are over 3 months old from
the invoice date. This is due to manufacturer restraints.
- Laser or copier returns cannot and will not be processed without printed pages
from the cartridge in question. There will be no exceptions as we are unable to
obtain credits without these.
- Cartridges have to be over a minimum weight before we can accept them for
return.
- If the product has been refilled or tampered with in any way, the credit will be
rejected.
- All cartridges must be sealed and secured to ensure they do not leak or get lost
in transit.
- It is your responsibility to pay the freight charges to the Printjuice. It is
your responsibility to ensure that proof of delivery for goods returned to us.
Goods that are shipped receiver to pay will be rejected by Printjuice.
- Return Authorisations are only valid for 14 days.
- In the case of cartridges: Once we have received the cartridges, we will then
evaluate them and contact you to advise the result.
To return goods, follow the rules below:
- Please refer to our Returns Policy (above) before filling out Return
Authorisation (RA) request form.
- A copy of the RA form issued is to be attached to returned goods (along with a
sample of faulty print for laser and copier cartridges), or goods will be
returned back to you as soon as we receive them. Laser and copier returns cannot be processed without a
sample of print. No exceptions.
- All incorrectly ordered goods returns must be unopened and in saleable condition
otherwise credit may be rejected.
- If the product has been refilled or tampered with in any way it will be
rejected.
- Seal and secure all goods to ensure unbroken arrival without leakage or loss in
transit.
- A 20% restocking fee will apply to goods being returned where original fault of
supply does not lay with Printjuice or the manufactures of the cartridges.
- There may be additional freight charged on return goods.
Warranty
Every item available at Printjuice is genuine product with full manufacturer’s
warranty. If you have a problem with a faulty product, please
contact us at the
earliest opportunity to arrange replacement, repair or refund (as per
manufacturers' warranty).
If you think the problem may be related to the printer, then try contacting the
printer manufacturer. All manufacturers have help lines. See their web sites for
further information.
Compatibles, quality and warranty?
The compatible brands that Printjuice sell are internationally renowned high quality
products, built to ISO9001 & ISO9002 Quality standards. These products will not
void your printer warranty, and there is no history to indicate anything less
then an equal standard of quality and print volumes to the Original Equipment
Manufacturer (OEM) equivalents.
Privacy
All web forms are encrypted for your protection and we do not sell or trade your
details with anyone.
Payment Options
Secure credit card for instant ordering. We accept Visa, MasterCard and
American Express Credit Cards. During working hours, your order will be
instantly received at our warehouse and the dispatch process will be underway.
How secure is the Printjuice ordering facility?
We use CommWeb, the Commonwealth’s Bank’s sophisticated, secure payment gateway
for electronic commerce. CommWeb is integtrated into our site, to allow you
instant acknowledgement and receipt of credit card payments.
You do not have to have a Commonwealth Bank account. We accept almost all brands of card.
SSL Certificate. Our web server has 128/256 Bit encryption backed by a DigiCert® SSL Certificate.
This provides security by encrypting data between our web site’s server (the computer on which the web
site resides) and your browser. Our site/domain is www.printjuice.com.au, which will be displayed if you
view our security certificate. DigiCert® provides security to Bolmac Pty Ltd by encrypting data
between its domain and your browser. DigiCert® has verified that Bolmac Pty Ltd controls this
site/domain. Bolmac Pty Ltd holds a website identity assurance warranty of $1,000,000.
Your credit card details? At no stage do we see or record your credit card details. At the payment
stage of our web site you are interacting directly and exclusively with the Bank’s system.
Only the Bank sees your credit card details.
Environment
Office products unfortunately play their part in contributing to environmental
harm.
However, the good news is that you can personally take steps to dramatically
reduce your personal contribution via your use of these types of products, AND,
continue to enjoy the pleasures and benefits they bring to our lives.
The two simplest ways for you to take action, and help the environment are:-
- Recycle the paper products you use, wherever possible
- Recycle the printer cartridges you use
Local councils everywhere are helping you recycle paper products with recycle
bins.
As far as print cartridges, the simplest thing to do is drop off your used
cartridges to a recycling centre or a 'Cartridges 4 Planet Ark' recycling box at
locations closest to you. To find a location following this link
www.recyclingnearyou.com.au
Our BEST VALUE PROMISE
We review our competitor’s prices and offerings regularly. We know for a fact
that our prices are consistently lower across our entire range when compared to
Officeworks, Harris Technology, Harvey Norman and Big W, just to name a few.
We also take into account fees such as delivery and handling fees charged by our
competitors, and we’re confident that on the balance of products AND services
offered we provide exceptional value.
As part of our Best Value Promise we will continually monitor our position in
the marketplace to ensure we always offer you exceptional value.
And rather then make you fill out forms like you were buying a house, all we ask
is that if you identify a competitor of ours that offers better value, then send
us an e-mail with their name and we will research it. If we find then that we’ve
really missed the mark, we’ll let you know, and of course thank you.