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Our Newsletter


FAQ's

Frequently Asked Questions

 

Shipping 

Where do orders from Solventinkjet.com ship from?

How late can I order and still have my order shipped the same day?

Is Saturday delivery an option for shipping?

What if I do not receive my order on time according to the shipping method chosen at checkout?

Why is USPS Priority mail not a guaranteed service?

 

Orders

Are the parts sold on Solventinkjet.com original manufacturer or third party parts?

Can I order the parts I think I need and return the ones I don't use?

My order status indicates that it is "awaiting payment" but I already entered my credit card and received a confirmation. Is my order lost?

What does the order status, "Awaiting Fulfillment", mean?

Where are the O-Rings I ordered?

I bought a new print head but there was fluid already in the nozzles. Was my head used?

Will my order be charged sales tax?

 

Support

Can I really fix my own machine?

I need help now but the line is busy or the technicians are all on the other line. What can I do?

I bought a part from one of your competitors but they won't answer their phone. Can I get free tech support from Solventinkjet.com?

I ordered a part from Solventinkjet.com a couple years ago and need help troubleshooting a new problem. Can I take advantage of the free support offered?

 

 

 

Shipping

 

Where do orders from Solventinkjet.com ship from?

Solventinkjet.com is located in Denver, CO. Most orders are shipped from that location although some orders will be completely or partially drop shipped from the manufacturer. Drop shipped items will normally arrive in the same time period as requested by the customer unless we contact you stating otherwise.

 

FedEx Ground Outbound Map 

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How late can I order and still have my order shipped the same day?

Solventinkjet.com ships orders Monday - Friday except for holidays and weather related delays. See below for shipping cut off times.

FedEx Express Services (All services except ground): 5:00pm mountain time

FedEx Ground: 4:00pm mountain time

USPS Priority Mail: Varies each day. Most of the time orders ship same day but may be delayed by 1 day due to irregular pick-up times.

Drop shipped orders from the manufacturer are subject to the manufacturer's shipping cut off times which can be as early as 11:00am.

 

Is Saturday delivery an option for shipping?

Depending on when you order, some US mail shipments will arrive on a Saturday but is not guaranteed. If you need a guaranteed Saturday shipping option, call us and we can set it up for you via FedEx.

 

What if I do not receive my order on time according to the shipping method chosen at checkout?

All orders are subject to the terms of the carrier once picked up from Solventinkjet.com. If you do not receive your order on time and selected a guaranteed service, contact us and we will start the refund process with the carrier on your behalf. If the carrier issues a refund, we pass that on to the customer in the form of a refund on the credit card used for the original purchase. No refunds are given that are not approved by the carrier i.e. weather delays, customer provided wrong address information or was unavailable at delivery etc. 


If your order is late due to any mistake by Solventinkjet.com or we do not ship the order on time according to our shipping policy on guaranteed services, a full refund of the shipping costs will be returned to the card used in the original purchase. 

 

Why is USPS Priority mail not a guaranteed service?

Although priority mail is a guaranteed 2-3 day service from the post office, irregular pick-up times hinder our ability to guarantee the service. A majority of priority mail orders make it out same day but some may be delayed due to unpredictable pick-up times.

 

Orders

 

Are the parts sold on Solventinkjet.com original manufacturer or third party parts?

We stock an assortment of original and non-original parts. All non-original parts have been tested in the field. Generally you can tell the difference based on the much lower pricing of the non-original parts but if you are unsure about what you should order, call and speak with one of our representatives.

 

Can I order the parts I think I need and return the ones I don't use?

Although we understand that this practice would be a convenience for our customers, it is ultimately unsustainable. In order to provide free phone support and be able to reliably ship parts overnight, controlling inventory is one of our top priorities. We make every effort to only sell you the parts you are going to need but some circumstances do not allow for a clear diagnosis of printer problems. Customers are encouraged to speak with a technician before buying any parts to confirm the parts they need.

 

My order status indicates that it is "Manual Verification Required" but I already entered my credit card and received a confirmation. Is my order lost?

We utilize a fraud protection system that prevents orders being placed with fraudulent credit cards. Sometimes a legitimate transaction will be flagged and it takes us time to manually approve the order. If we need more information from you, we will contact you. As long as your card is legitimate, your order will be approved and will ship the same day according to our shipping policies. Some reasons your card may be flagged for manual approval are: Order amount is above a certain amount, shipping and billing address are not in the same state or country, your IP address is masked etc.

 

What does the order status, "Awaiting Fulfillment", mean?

Your order is being prepared to ship! You should receive a tracking number by the end of the day.

 

Where are the O-Rings I ordered?

O-rings are in one of two places depending on your order. If you ordered dampers the o-rings will be inside one of the damper bags. If you did not order dampers, they are sealed in a bag and stapled to your packing slip.

 

I bought a new print head but there was fluid already in the nozzles. Was my head used?

Solventinkjet.com does not sell used or refurbished print heads. Your head was tested with a water based testing solution at the manufacture and the residual fluid is still coming out of the nozzles. This will not impair the function of the head and is only done to assure that the print head is functioning before sale. Generally the fluid will be colored in cyan or magenta but it is not uncommon to see clear or black fluid. 

 

Will my order be charged sales tax?

All orders shipping to a Colorado and California addresses will be charged the applicable sales tax. All other states are not taxed.

 

 

 Support

 

Can I really fix my own machine?

Although we do not have official statistics, a majority of out customers are buying parts to fix their own machine with a minority buying parts for a technician to install. During the installation process if you get stuck or have questions, you can always call us for support. Phone support is free and our technicians not only work in the field but are factory trained. If you do not feel confident fixing your machine, it is always better to call a technician in to do it for you but speak with us first and we may be able ease your concerns.

 

I need help now but the line is busy or the technicians are all on the other line. What can I do?

Technical support is available Monday - Friday from 9:00am to 5:00pm mountain time. If you are having trouble calling in for support, fill out this form and we will get back to you ASAP. Our free support is very popular which can cause response times to vary. While an industry standard response time may be anywhere from 2hrs to 72hrs, we try our best to respond within an hour. 

 

I bought a part from one of your competitors but they won't answer their phone. Can I get free tech support from Solventinkjet.com? 

We will offer limited help in situations like these and cannot guarantee a full customer service experience as we need to focus on paying customers first. If you buy a few maintenance supplies or ink cartridges before you call, and you can give us an order number, you will be the priority when contacting us for support.

 

I ordered a part from Solventinkjet.com a couple years ago and need help troubleshooting a new problem. Can I take advantage of the free support offered?

Anyone can call in for free troubleshooting. Existing customers take priority whether their order was placed today or last year.