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Mountain Ink


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Customer Service

Pricing

Mountain Ink is proud to offer rock bottom pricing to our customers and has a Price Match Guarantee to ensure the best pricing available.

Payment Options

  • Payment by cheque on corporate accounts

  • Corporate customers invoiced upon credit approval terms net 30 days

  • All other orders must be paid before shipping by PayPal, VISA or MasterCard

  • No COD’s

Shipping

  • Mountain Ink ships from distribution centres across Canada

  • Shipping is free on orders over $50.00 western Canada only

  • $9.00 shipping charge for orders under $50.00 western Canada only

  • $15.00 shipping charge for all orders shipping to Yukon, NWT or Nunavut

  • Orders must be received by noon in your time zone to ship the same day

  • Delivery time for all in stock items to most major cities 2 days rural areas 2-4 days

For orders that have not been received by the estimated date on our couriers website, please contact our customer service for assistance. We will contact our courier on your behalf for an investigation. Delivery time is only an estimate; delivery time is NOT a guarantee. Since we have no control over delivery time, we will not refund shipping cost for any delayed orders.

  • We are not responsible for any loss or delay. Once a package leaves our warehouse, it becomes the responsibility of the courier. The courier is responsible for any loss or unforeseen delays in your order’s arrival. Please contact us and we will contact the courier to open an investigation. Delay: When the products do not arrive within 24 hours after expected delivery date.

  • Any missing or wrong product sent must be reported within 30 days for replacement or refund. We will not accept any claim after 30 days after receiving orders. We suggest you should verify your order immediately when you received it.

  • If our courier lost the package due to incorrect address provided by customer, customer will have to take full responsibility. We will not arrange refund or replacement for orders with the shipping wrong address.

  • Physical damage caused by shipping must be report within 30 days. We will refund accordingly after Courier investigation.

  • Please check your invoice and confirmation email. If the order information is incorrect or incomplete, customers are responsible to report immediately to update and make changes. If the problem is not reported in time and the order is shipped out, customer will be responsible for the resending charge. We suggest the customer place another order. We will process refund after the item has been received.

  • For commercial addresses, the business name must be included in the address; otherwise it will be identified as an incomplete address.

  • Packages that are Return to Sender (RTS) must be authorized by Mountain Ink. We reserve the right to charge shipping costs for package returned without authorization. For refunds, the shipping charges will be deducted from the refunded amount.

Ordering / Changing an Order / Cancelling an Order:

  • We suggest you to call us immediately to cancel any order. Emails and inquiries are not the fastest way for cancelling or editing an order. Our phone number is 1.403.564.4303.

  • Since we want our customers to get their items as soon as possible, if the order is placed before noon, they are usually processed on the same business day. It is the customer’s responsibility to cover any shipping cost if any errors occur after shipping.

  • Once an order has been processed by our warehouse you may not cancel or change your order.

  • If you purchase incorrect products, simply ask for a return authorization form from our customer service and return the items to us to obtain a refund. Please note that once the item is shipped out we do not refund shipping cost.

  • Please check your invoice sent with the confirmation email. If the order information is incorrect or incomplete, customers are responsible to report it immediately to our customer service so that the order may be updated and changed accordingly. If the problem is not fixed in time and order is shipped out, customers will be responsible for the cost of resending the order.

  • We reserve the right to charge a 20% restocking fee for non-defective returns.

Returning Unopened Products:

The customer is responsible for the shipping cost of returning unopened products within the time frame listed below:

  • All ink & toner products MUST BE UNOPENED and returned within 3 months.

  • All UNOPENED returns must have account information or an invoice number in order for the return to be processed.

  • Products must be unused and in a resellable condition. We suggest items should be packed with care and be insured.

  • The customer is responsible for any loss or damage.

  • For any RTS (return to sender) packages, we will contact the customer and charge shipping for resending or deduct any shipping charges from the refund amount given to the customer.

We will not process a refund if the return does not match the above conditions.

We reserve the right to charge a 20% restocking fee for non-defective returns.

Returns / Refunds / Replacements:

  • Physical damage to any product will void the product’s warranty. Physical damage caused by shipping must be reported within 30 days after the delivery date posted on Courier’s website.

  • Shipping cost is non-refundable if the order has already shipped out and returned to us; even if the order is defective.

  • All defective products must be return in original packaging along with all documents and packed with care.

  • All returns must have a copy of the invoice for identification purpose; otherwise, we have no idea who to contact or refund to. Please carefully package all returns. We will not issue refund for damaged condition package.

  • Defective product return will not be accepted without prior authorization from Mountain Ink.

  • Defective items must be return within 30 days after authorization from Mountain Ink.

  • Refund will be given after we inspect and process the return. We do not extend the warranty for any replacement or exchanged products.

  • Page yield problems determined to be caused by the cartridges that print less than 50% which is not caused by misuse or improper maintenance we will only be refunded partially and as a store credit.

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