Frequently Asked Questions

For further assistance please call our customer service at (888) 465-7765 weekdays 6 a.m. to 6 p.m. PST | weekends 7a.m. to 4p.m. PST

After You Have Purchased:


Why does my order show that it is cancelled?

Occasionally, orders are cancelled within our system. If your order is canceled for any reason, you will receive an email notifying you of the cancellation. Some of the reasons for cancellation include:

  • Items not available or out of stock
  • Difficulty in processing your payment information
  • Cannot ship to address provided
  • Duplicate order was placed
  • Cancelled due to customer request, prior to shipping
  • Unable to verify an order

In most cases, we will make an attempt to contact you before cancelling your order.


Why haven't I received an email confirming my order?

When an order has been successfully processed, a confirmation number appears on the receipt page and is also emailed to the customer. If you didn't receive a confirmation email, please contact one of our customer service reps for assistance. Also check your spam filter settings to ensure that emails from our website are not blocked.


My order is not here yet.

Most orders are received within three to five business days, and can be tracked online by clicking here. If more than five days have passed since you placed an order, please contact our customer service department at (888) 465-7765 and they can track it for you.


How can I track my order?

You can get a copy of your receipt or check the status of your order by clicking here. You will need your email address and a confirmation number to log in. Our customer service department also can check delivery dates. Please contact them at (888) 465-7765.


What if my package is lost?

If you have not received your order within six business days from the date it was shipped, please contact our customer service department at (888) 465-7765 for a USPS claim form. We will resend or refund your order once we receive your completed claim form.


I order the wrong cartridges, what do I do?

If your order did not ship yet, we can help you cancel it and place a new one. Please call our customer service center at (888) 465-7765. They can also help you return the product back to us for a full refund.


How do I receive a return authorization (RA)?

Our customer service department will be happy to initiate a return authorization process for you. Please contact them at (888) 465-7765. Returning product without first obtaining the authorization may cause a delay in processing your refund. To see our full Easy Exchange policy, please click here.



How do I get my new ink cartridge to print?

We test the quality of each cartridge before it leaves the factory but on occasion cartridges featuring attached print heads, such as HP, Lexmark or Dell brands, do not print immediately. This happens because cartridges are kept flat or upside down before use and the ink settles away from the print head. For an easy fix, stand the cartridge upright for a few minutes and then place the print head down on a damp paper towel for three minutes. The ink will seep out of the print heads, priming them to print.


Where can I find Epson refill kits?

Epson printers use cartridges with high-quality, sensitive print heads instead of disposable ones and therefore we do not endorse or carry refill kits for them.


Why didn't my cartridge print the amount of pages that what was quoted online?

Ink or toner cartridge’s lifetime depends on your printing practices. Manufacturers’ page yield is based on 5% page coverage. This means that only 5% of the page is covered with ink, such as a short, quarter-page memo. Ink use varies greatly if you’re using legal size paper, printing photos, graphics or full pages, and can cause your page count to drop significantly. A cartridge with a 4,000 page yield, for example, will run out of ink or toner at around 800 pages when used mainly to print full pages of text and graphics.

Check your printer’s page counter, if available, to properly track how many pages per cartridge you are getting. Refer to the user’s manual for instructions. You can also count reams or boxes of paper you have used with each cartridge.


I installed my new cartridge and I’m getting an error message. What does it mean?

Several warning lights or messages can occasionally come up when installing a new cartridge:

  • Replace black or color inkjet cartridge
  • Check black or color inkjet cartridge
  • Cartridge is not installed properly
  • Cartridge is missing
  • Cartridge is empty

Usually the warnings are triggered because the cartridge is not in contact with the printer sensors.

How to fix the problem:

Cartridges that do not have an internal print head (Epson, Brother, Canon)

Open the area of the printer where your cartridges are installed. Remove the problematic cartridge from its designated port and reinstall it to make sure it’s properly seated, secured, and that the chip is lined up with the printer sensor. Close the printer cover and turn off the printer. Wait a few a few seconds, then restart your printer and print a test page. If the problem still occurs please call our customer service department at (888) 465-7765.

Cartridges that have an internal print head (HP, Lexmark and some Canon)

Cartridge is likely improperly installed or its contact points are unclean. Open the area where the cartridges are installed and remove the problematic cartridge. Then completely power down your printer for 2-3 minutes by unplugging the printer from its power source. As you wait, you can clean the contacts on the bottom of the cartridge with a lint free cloth or coffee filter. Then power your printer back up, reinstall the cartridge making sure it is seated correctly, and that it's in its designated slot. Your cartridge should be recognized and ready to print. If this problem still occurs please call our customer service department at (888) 465-7765.

When a message indicates that your cartridge is empty

The chance of actually receiving an empty cartridge is very rare - all of our cartridges are inspected before packaging to ensure that they contain the correct amount of ink. Many times an empty cartridge reading is caused by the cartridge not being properly positioned in its designated slot. Make sure that your cartridge has snapped into place and that it is seated correctly and securely. In addition, if you install a new cartridge before you let the printer driver reset there is a chance that it may think you are still using the old empty cartridge. One way of fixing this issue is to reinstall your cartridge and then select the “install new cartridge” option. This will indicate to your printer that a new cartridge has been installed which will then prompt it to reset the internal page counter. Please consult your printer's manual for further instructions. If further assistance is needed, please call our customer service department at (888) 465-7765.


Can I mix and match the colors that come in a pack of cartridges to try and get more of one color than others?

No, cartridge sets are prepackaged and cannot be customized.


Is it possible to get dried ink out of my inkjet print head and still use the cartridge again?

Place the clogged cartridge in about 1/4 - 1/2 inch of warm water for a few minutes. When ink starts to slowly leak out, take the cartridge out of the water and dry it using a soft cloth to "Q-tip." Place it back in your printer and run the print head cleaning utility that comes with your printer software. You may have to repeat the process several times before printing quality is reestablished. If your print head is destroyed you will have to buy a new cartridge, as print heads cannot be repaired.


Why doesn't the cartridge I received fit like the one that's already in my printer?

Most of our remanufactured cartridges are sent to you equipped with a protective clip - an L shaped piece that runs along the side of the cartridge - that must be removed before installation. Once you open the package, carefully remove the protective clip and the protective tape that’s covering cartridge’s print head, and you should be able to fit it in the designated spot.


How should I store my cartridges?

You should always store your cartridges in room temperature and in an upright position.


What does the letter at the end of the HP inkjet cartridge part number mean?

The letter at the end of HP ink cartridge numbers signifies the ink volume. Most HP cartridges display only one set of numbers, such as 56, C6656, C6656A or the full part number, C6656AN. All versions represent the same product with the same ink volume. However, if the first letter after the set of numbers is different, such as 51645G or 51645A, the cartridges are identical in shape but contained different ink volume at the original time of purchase. The “G” signifies that you are using the free starter cartridge that comes with a printer, while the “A” stands for the regular high-volume cartridge sold at major retailers. You’ll get a high volume cartridge regardless of the letter at the end of part number you used to order your product because we always fill the cartridges completely during the manufacturing process.

Before You Buy:


What does it mean to use a remanufactured inkjet cartridge?

Remanufactured inkjet cartridges are original manufacturer's brand inkjet cartridges that have been through one cycle of service, and have been recharged. We clean every inkjet cartridge and print head nozzle thoroughly before filling it with the same ink formulation. We also check for the correct internal atmospheric pressure, inspect for any possible shell leakage, test the operation of all electrical circuitry and finally run it through an actual print test. If the cartridge passes our rigid standards, it has been remanufactured!


How do I find ink for my printer?

You can search for ink by product name or by the type of printer you have. Using the navigation tabs at the top of the site, click on the type of ink or printer that you are looking for and then select the desired brand. Then choose the type of printer you have, or use the pull-down menu on the right to choose the model number of the ink or toner cartridge.


How will I save money with an inkjet refill kit?

Recycling your empty inkjet enables you to refill them two times. It’s more cost effective than buying new cartridges and helps the environment at the same time.


Can I refill my inkjet cartridge over and over again?

Yes! You can keep recycling your empty cartridge until your inkjet print heads wear out. As a rule of thumb, you can usually refill your cartridge four to eight times.


When should I start thinking about refilling my inkjet cartridges?

Refill your cartridges BEFORE they run out to keep the ink from drying in the print head.


What is the shelf life of compatible brand ink cartridges?

They have a three year shelf life.


Does 123inkjets buy back empty cartridges?

123inkjets does not buy back empty cartridges directly from consumers. However, our partner Green Hippo is a great resource for disposing used cartridges safely and responsibly. Green Hippo’s online program - one of the fastest and most convenient recycling programs on the market, can evaluate the worth of your cartridges, issue you a shipping label to mail your used products to them, and will credit your PayPal account once the transaction is completed.

Restrictions on minimum quantities do apply, so Green Hippo encourages local schools, religious groups and anyone else looking to raise funds to participate. Go to the Green Hippo recycling program site for more information.


Will my printer warranty be voided if I refill my cartridges?

It is common to hear our customers worry that the use of compatible cartridges in their printer is going to void their printer's warranty. The reality is that it will NOT void your warranty!

What follows is a partial quote from the Magnuson-Moss Warranty Improvement Act, which protects your rights and your warranty.

United States Code Annotated
Title 15 Commerce and Trade
Chapter 50 Consumer Product Warranties
15 Section 2032

... (c) No warrantor of a consumer product may condition his written or implied warranty of such product on the consumer's using, in connection with such product, any article or service (other than article or service provided without charge under the terms of the warranty) which is identified by brand, trade or corporate name; except that the prohibition of this subsection be waived by the commission if:

  1. The warrantor satisfies the Commission that the warranted product will function properly only if the article or service so identified is used in connection with the warranted product, and
  2. the Commission finds that such a waiver is in the public interest.

More simply put, this means that your printer warranty cannot be voided just because you choose to use compatible products unless the manufacturer can prove that the compatible product caused direct damage to your printer. No company, associate, salesperson, or service technician can deny you service or warranty work that would otherwise be covered under a warranty program simply because you use a compatible product. Your consumer rights are protected by the United States Government.


How can I receive coupon codes?

You can receive coupons by signing up for our newsletter. Each month, our marketing department will contact you with a new coupon code that you can use for additional savings, free shipping, and other great offers.


I'm having trouble with products disappearing from my shopping cart?

Please check if your cookies are disabled. They allow us to track products added to your shopping cart and therefore must be enabled to complete your online order. If not, please call us at (888) 465-7765 and we will gladly take your order over the phone.


Can I get free shipping on Canada orders?

Orders to Canada will ship via DHL, with rates starting at $7.99. Due to higher restrictions, safe guards, and customs inspections, most orders can take up to 4-9 business days to arrive. Additional customs fees or taxes will be reflected at checkout. A DHL tracking number will be included in the shipping confirmation email.


Will I have to pay sales or use tax on my order?

Local sales or use tax may apply to your order depending on your “ship to” address. For important information on sales and use tax, please see http://www.123inkjets.com/terms.


Do you offer expedited shipping?

Yes, we offer UPS 2 Day and Overnight shipping. You can view additional shipping details here. 2nd Day Air shipping option is available during the checkout process. If you’d like to get your package delivered overnight, via UPS Next Day Air, you can get a shipping quote by calling us at (888) 465-7765 since this option isn't available online.


How do I pay for my order?

After you have chosen the items you wish to purchase, click on the red "Checkout" button. This will lead you to our secure checkout page. Here you will be asked for your billing, shipping and payment information. We accept the following payment types:

  • Visa
  • Mastercard
  • American Express
  • Discover
  • Debit Cards with Visa or MasterCard Logos
  • Personal Checks
  • Money Orders

Manufacturer Drivers and Support

For the support page including the drivers, manuals, or material safety data sheets select your printer brand below and click "Go"


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