Frequently Asked Questions

Account Administration

Can I add a second email address to my account?

Yes, you can add a secondary email address by going into your E-Shop Account and clicking "Add an additional email address.". When you register an additional e-mail address, all order related e-mails are sent to both your primary login e-mail address as well as this additional e-mail address. This is especially useful for businesses / government where orders are placed by an operations department and paid for by the accounts department.

Ordering and Payment

How do I place an order?

Its easy to place an order online. Once you have located the items you need simply place the item you require in your shopping cart by selecting the quantity you wish to order and clicking the "Buy Now" or "Add To Cart" buttons. You may change the contents of your cart at anytime, by selecting "Shopping Cart" from the top menu. When you add items, your shopping cart will be updated and a summary will be displayed at the top of the right hand menu. When you are finished, click on the "Check-out" menu option on the top menu to complete your order.

Do you accept phone orders?

Yes we do accept phone orders. We are happy to assist our customers with queries and help them place their first order with us.

How will I know if my order has been received?

You will receive an email confirmation that your order has been received, this is to indicate that we have received your sales order.

I have not received an email confirmation of my order, whats wrong?

This is usually due to the fact that an incorrect email address was used when registering or a typographical error was made when you entered your email address. To help us keep our records correct and up to date, you can change your email address through the "My E-Shop Account" at the top of the page or by sending us an email via our "Contact Us" form with your name, phone number and the correct email address. This should allow us to accurately locate your account and correct the error.

How do I pay for goods?

We accept any valid Visa or MasterCard as credit card payment options. Alternatively, you may direct deposit into our bank account. In order to assist our order process, we request that you either fax (07) 3009 0037 or email ( your bank confirmation with the appropriate reference number and bank's standard header. Bank Details are provided on the Order Confirmation page prior to completion of the Order Process and also on your Order Confirmation email which is sent immediately after you click the "Confirm Order" button.

How secure is your site for credit card transactions?

All credit card numbers are encrypted in the software when the order is placed using 128 bit encryption. They are only decrypted after they reach our credit card processing facility and the numbers are not stored for a period any longer than is necessary to process your payment. They are not held in clear text on any web site. Once you enter the credit card area you will notice a "Padlock" or "Key" symbol in your browser (usually at the top or bottom of the browser screen - this varies depending on which Internet Browser you are using) ensuring you of the highest security.

Do I get anything by creating an account?

Creating an account is free and recommended for anyone wishing to place orders with us on a regular basis. It allows members to view orders they have previously created and to reorder based on these past orders. They are also able to modify their account details, view the status of outstanding orders and subscribe to newletters which may contain discount vouchers, important information or upcoming products.

How do I locate the cartridge I want to order?

At we understand that everyone wants to do things differently. For this reason, we have created a number of different ways to locate the cartridge you are looking for. You may use the Brand & Printer Select method located in the top of the left hand menu by selecting the Brand of your printer and then the Model of the Printer. This will display a list of cartridges suitable for your printer. You may use the Manufacturer's Listing also located on the left hand menu. Simply select the Manufacturer and a list of all printers made by this manufacturer will be displayed. The Printer Search box at the top will help you locate the printer you have if you know only part of the Printer's Model Number. For example "i8" would display 3 different printers from Canon with pictures where possible to help identify your printer. Selecting a specific printer from this list will then display the list of suitable cartridges. If your search identifies only 1 printer model, you will be taken directly to the list of suitable cartridges. The Cartridge Search box at the top will help you locate the cartridge you have if you know only part of the Cartridge's Model Number. For example "cli" might display 9 different cartridgess from Canon with pictures where possible to help identify your cartridge. This search method is also handy if you have a set of cartridges with similar model numbers.

When will I receive my order?

Once payment has been confirmed, received or shown deposited as clear funds, goods will be dispatched within 24 business hours. Usually you will receive items no later than 3 working days, often the next day.

How do I know if I qualify for "Free Shipping"?

Our system checks the total value of your order when you "Check-out". At the delivery confirmation screen, if your order is above the "Free Shipping" value we have set, your order will automatically receive free delivery and no delivery charge will appear on your Order Confirmation details.

What if my cartridge is faulty and your standard warranty period is over?

All our cartridges are sold with a 'Use By' date usually at least a few months, but mostly, a year or so more into the future. Even so, cartridges installed after the 'Use by' date will typically work fine many months after that date. As we cannot make our warranty extend years into the future for a consumable product, we do have a policy of replacing faulty cartridges well after the 90 days warranty that we advertise. After all, we would much rather keep you happy and have your repeat business than fuss over a cartridge that actually is faulty some months after our warranty period is over.

Which cartridges qualify for the 'Buy 2 Get 1 Free' promotion?

Select Brother, Canon and Epson compatible cartridges qualify for the 'Buy 2 Get 1 Free' promotion. The specific cartridges that qualify are clearly marked in bold red with the text 'Buy 2 Get 1 Free!'

Why is there no ETA date for some of the labellers on backorder?

These are items that we will have to specially order in as we do not stock them on a regular basis. All of these special items are purchased on the condition that you are not able to cancel the order once it has been placed and you cannot return the product unless it is defective.


What if I or my representatives are not available to accept and sign for goods when delivery is attempted by courier?

It is advisable to have someone available to receive your order when it is delivered. If this is not possible to organise at the time of ordering or you are only available at a specific time, please state this in the delivery instructions on the Delivery Information page when "Checking-out" and that you require the order to be left in an easy to locate place that you designate with "Authority To Leave Without Proof Of Delivery Signature". Otherwise, the courier may leave you a note informing you of the delivery attempt and how you might be able to collect your order. Please note that an additional delivery fee may apply for any order which cannot be successfully delivered as per instructions in the first instance.

How much does it cost for delivery?

The cost of delivery is automatically added to your order during the "Check-out" process. At present we use a flat rate method for delivery costs and will be shown on the Delivery Information and Order Confirmation pages. This means you will only be charge one fee regardless of how many cartridges you order. If your order is equal to or above our "Free Shipping" value, the delivery charge will not apply and will not be shown on the Delivery Information and Order Confirmation pages.

Do you have stores where I can pick up my order from?

Unfortunately no we do not have conventional stores. This was done on purpose to keep overheads as low as possible in order to keep prices as low as possible. Instead we have a central order facility which sorts orders and allocates them to the dispatch centre for immediate picking and prompt delivery.

My order hasn't been delivered yet? Where is it?

Placing your order and making your payment will ensure your order will be processed, picked and packed as quickly as possible for dispatch. Your order should be delivered to you within 3 working days, often this is the next day. If we have problems processing your order then we will try to contact you, so please ensure you have given us a valid telephone number and email address.

Product Information

What is Prebate toner?

Some brands supply normal toner cartridges as well as prebate toner cartridges - both are genuine catridges from brand manufacturers with the same yields. The prebate toners are cheaper but the cartridges need to be returned to the manufacturer once empty and the cartridges themselves cannot be refilled.

Will my printer's warranty be voided if I use a compatible cartridge?

No. Your printer wartanty cannot be voided just because you choose to use compatible products unless the manufacturer can prove that a compatible product caused direct damage to your printer. In cases such as this the manufacturer may choose not to repair your printer but the warranty would remain in effect for all other warranty issues.

What brand of compatibles do you sell?

Most of our compatibles are PrintRite, but we do also sell Q-Image, G & G and Uni-1 compatibles. These are all quality products imported by leading wholesalers in Australia.

Do your compatibles have chips on them?

Yes, all our compatible products are sold standard with microchips.

How are page yields measured?

Rather than try to give an explanation that covers all manufacturers, cut and paste the following link to see how HP measures page yields.

Do Drum Units come with toner?

Drum units, also known as Imaging or Photoconductor units, do not come with toner. The toner cartridge needs to be purchased separately. Generally, one drum unit will be needed for 4 or 5 toner cartridges. When the drum unit needs replacing the printer / copier will send a warning message to the console. Note: the drum unit is the device that transfers toner from the toner cartridge onto the paper.

My ink level-checking software does not work with compatibles?

Very occasionally a specific compatible cartridge will print perfectly but will not work with the ink level-checking software on a particular printer. This is the brand manufacturer's way of trying to discourage you from using compatible cartridges. On these rare occasions, turning your printer off and then on again may resolve the problem, but otherwise you will need to physically check the cartridge to determine if there is still ink or toner in it.

What is a 'Remanufactured' cartridge?

A remanufactured cartridge is more than just a 'refilled' cartridge. Used cartridges are disassembled and cleaned, and any necessary replacement parts are added. New high-quality toner or ink is added, and the cartridges are tested and packaged for distribution. Remanufactured cartridges are cheaper for the end user, and an environmentally friendly option. It takes 20 times more energy to manufacture a new ink cartridge than to reuse one.

The cartridge leaked in the packaging, what could have caused this?

A common cause for the cartridge to leak in the packaging would be due to it been left in sunlight, or in high temperatures. Inkjet cartridges usually come in air tight packaging. If there is any air left in the packaging and it heats up it can then cause a vacuum affect and suck the ink from the cartridge. The temperature for storage, and for installation, should be around 10-30C and relative humidity is 20-80%.

What are Lexmark Return Program Cartridges?

Lexmark Return Program cartridges are patented print cartridges sold at a discount in exchange for the customer's agreement to the licence requirement that the cartridges will be used only once and returned only to Lexmark for remanufacturing or recycling. These patented cartridges are licensed for single use only and will stop working after delivering a fixed amount of ink and/or toner. Ink and/or toner may remain in the cartridge when replacement is required. Replacement cartridges sold without these restrictions are also available.

Technical Support

How can I contact you?

If you need to reach us, simply use the form located on our Contact Us page. We endeavour to respond to all customer service enquiries in a timely, fair, confidential and effective manner.

I am experiencing technical difficulties trying to place an order - what shall I do?

There are 2 known technical reasons that may log you off your account and prevent you from placing an order: 1) you are operating behind a proxy server - proxy servers are designed to speed up local network and internet access. Certain proxy server configurations will prevent you from accessing our secure pages. Solution: disable your proxy server or use a different browser that does not have a proxy server configured. To disable from Internet Explorer, click Tools/Internet Options/Connections/LAN Settings. 2) your internet connection has been disconnected and then automatically reconnected. This may cause you to get a new session id which could log you off your Ink Depot account. Solution: log on to your Ink Depot account again. If you are unable to place an order for any reason, please call our friendly sales staff on 1300 246 116 who will be happy to help you further.

When I remove the strip from my toner cartridge during installation there appears to be yellow toner on it, does this meant that the toner inside the cartridge is yellow?

No, there is a "yellow" coating over the roller next to the drum. This is a kind of lubricant used in the initial cleaning cycle when the cartridge is installed.

My toner cartridge looks completely wrong and is far too small?!

For most printers when you pull out the 'toner cartridge' you are actually pulling out the drum unit and toner cartridge combined. Make sure that you are trying to install the toner cartridge by slotting it into the drum unit first, and not straight into the printer.

I have just installed a new toner cartridge in and there is 'ghosting' or shaded areas on the page.

There are a number of things they can try to solve this. 1) Take the cartridge out and make sure there is no excess toner or paper stuck on the rollers. 2) Give the cartridge a gentle shake to loosen the toner inside (TIP: do this outside or over newspaper GENTLY as you don't want to get toner everywhere!) 3) Run a dozen or so pages through the printer to and see if it clears up.

I have just installed a new inkjet cartridge and no ink is coming out?

This is a common problem when all of the seals and strips on the cartridge have not been removed properly. Take the cartridge out to check this then re-install. You may need to run the maintenance functions once or twice to flush the ink back through the tubes again.

I have just installed a new inkjet cartridge and the prints are coming up streaky/ faded.

The most common reason is that the printer has sat for a length of time since the last cartridge was used and ink has dried on the print heads. Try doing a deep head clean to see if that helps. Note: It is recommend that you print at least one page a week to keep the ink flowing freely.

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