Frequently Asked Questions

Q. When will you ship my order if I place the order today? A. If we receive your order before 2pm Pacific Time, we will ship it on the same day. This is true for 90% of the orders we received. Some orders that require payment verification may take extra processing time. Such orders are: - Orders with different billing and shipping addresses - Orders that are paid using paypal account with unverified address. - Orders over $500 in total amount - Orders with products that are recently went out of stock. Providing any of the following information will ease verification process resulting fast shipment of your order. - Phone number that you can be reached - Bank phone number listed at the back of your credit card - Your company or business website with the shipping address. - Place the order using company, business or organization email address. In rare cases however, we may take your order and then discover that the product is out of stock, damaged or defective. In this case, we will notify you via e-mail or phone that it is on backorder. The status of your order will change to "backordered". You can email us to cancel the order if you do not wish to wait until the product is available again. Q. What payment methods do you accept? A. We accept American Express, Visa, MasterCard and Discover via our secure online order form. We also accept paypal payment. If you like to place an order on the phone or use other payment methods, please contact us via our online contact form. We will give you a call within 24 hours. Q. How do you ship the products? A. We can ship the products via ground service (2-5 days within US), 3 days service, 2nd Day or Overnight. Unless you specify your prefer carrier, we will ship your product via UPS service. Our carriers do not deliver to post office boxes. Q. How much will it cost to ship a toner cartridge within United States? A. Our shopping cart software uses the zip code you provide and weight of the products to calculate the shipping cost. This is nothing more than the actual charge from the carrier. For example, ground service shipping cost for one laser cartridge (2-3 lbs) is around $6 - $8 depending on where the product is shipped. Heavier cartridges may increase the shipping cost. Q. Will you ship products international? A. Unless you are ordering a large quantity, we do not ship the products to outside US and Canada at this moment. Q. Is it safe to submit order and personal information online at Performancecartridges.com A. Your credit card and privacy is guaranteed to be 100% safe & secure. Our goal is to provide you with highest level of service possible in the most secure way. Our website employs the very best security measures available to protect you. Your information transmitted is protected by latest SSL technology, which encrypts all your personal information, including your credit card data, and prevents it from being intercepted over the Internet. Q. Do you keep customer's credit card information on file? A. No, we do not keep customer's credit card information on file. Each transaction is treated as a new order. All transaction information you submitted are deleted from the web server as soon as the order is completed. We keep our customer's name, address, phone number, username and password on file (your profile) so that you do not have to enter those information again during your next visit. Q. Do I have to pay sale tax? A. We charge sales tax on the orders to be shipped to addresses within State of ARIZONA. If you are Texas customer and have resale certificate, you may request to be tax exempt. Please fax us your resale certificate to (602) 272-3548 so that we can adjust the order total before charging your credit card. Q. What is your privacy policy? A. We respect your privacy and we take this issue very seriously. Please read our privacy policy here. Q. What is your return Policy? A. Please read our return policy here. To initiate the return, please contact us with your full name and order number. We will send you RMA number and address to return within 24 - 48 hours. Products returned without RMA # will not be processed. Q. Do you guarantee the quality of your remanufactured cartridges? A. We 100% guarantee that our remanufactured Laser Toner Cartridges are to meet or exceed OEM performance. Should the product prove defective in workmanship or material, Performancecartridges.com will replace the cartridge at no charge within 60 days or refund the purchase price of the cartridge within 20 days. The warranty does not cover damage or defect due to accident, misuse, abuse, or neglect. Please read our return policy to return a defective product. -------------------------------------------------------------------------------- Post Order Help Q. What is the status of my order? A. Processed - Your order has been received. We are in the process of shipping your order out. This status will last 1-2 business days. It will then change to "Complete". Complete - Your order is shipped and tracking number is entered. It takes 24 hours from the time the product is shipped for the tracking number to show up in the system. Queued - In rare cases however, we may take your order and then discover that the product is out of stock, damaged or defective. In this case, we will notify you via e-mail or phone that it is on backorder. The status of your order will change to "queued". Please email us if you want to cancel the order. Cancelled - Your order has been cancelled. If you did not know the reason, please contact us. Q. How can I get a tracking number of the shipment of my order? A. Tracking number is posted online within 24 hours after your order is shipped. You can see the tracking number and order status under "Order History", which is located in the right menu bar. You must log in first to see your "Order History" Q. What is your return Policy? A. Please read our return policy here. To initiate the return, please contact us with your full name and order number. We will send you RMA number and address to return within 24 - 48 hours. Products returned without RMA # will not be processed. Q. How do I find the charge from performancecartridges.com on my credit card statement? A. You should see the charge under the name PERFORMANCE CARTRIDGES Q. Can I cancel my order? A. We cannot cancel an order after it is submitted becuase we process most orders right away and sent them to the warehouse within minutes. We may be able to cancel if your order was not shipped on the same day or delayed due to product unavailability. If you have any other question, please do not hestitate to contact us.