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Frequently Asked Questions  
 

Customer Accounts

     1.  What are the requirements to become a customer?

     2.  I place all of my orders on credit card. How can I setup a terms account?

     3.  I have a customer account already established. How can I setup a web account and gain online ordering access?

Ordering/Shipping

      4.   What are your hours of operation?

      5.   How do you define a minimum order, and is there a minimum order fee?

      6.   What forms of payment do you accept?

      7.   Can I have my orders shipped blind to my customer?

      8.   Do you ship outside the United States?

      9.   When do I have to place my order for it to ship out the same day? How late can I place orders?

Returns/Warranties

       10.  What is your return policy?

       11.  What is the warranty and return policy for compatible product?  

       12.  Will the use of compatible products void my printer warranty?  

       13.  How do I obtain a Return Authorization number?

       14.  When I submit a RA when can I expect to receive my RA number?

 

1. Image Star is a wholesaler and only sells to resellers, not end-users. In order to establish an account, complete the necessary forms at the link below and fax them to 888-635-7479.

Become A Customer

2.  To establish a Net 30 terms account, you need to complete a Customer Credit Application.  Complete the application and fax it to 888-635-7479.

3. In order to gain authorization to place orders online, complete the necessary paperwork available at the link below and fax it to 888-635-7479

Open a Web Account

4.  Image Star is fully staffed from 8 am to 8 pm EST to accommodate customers nationwide.  Our extended hours of operation allow us to provide service when you need it.  Whether you are located on the East Coast, West Coast, or anywhere in between, we are available to place your orders until the end of your business day.

5.  Orders will be based on UPS zone rates, plus a $2.00 handling fee and an insurance fee of $.35 per $100 of order value.  Orders under $50.00 will be charged a small order fee of $3.00.

6.  We accept Visa, MasterCard, and American Express.  We do not accept CODs.

7.  We can drop ship any order directly to your customer.  All drop ship orders are sent out blind.  Image Star is never mentioned anywhere on the packing slip.  Our Ultimate Blind Drop Ship Program takes the ordinary drop ship to the next level. Your customer will see your logo, slogan, and specialized message on every packing slip.  Provide your sales rep with a black and white bmp, tif, or gif of your logo that is at least 2”x 5”, and all of your orders will appear to come directly from you.  Call your sales rep to enroll in the Ultimate Blind Drop Ship Program today.

Ultimate Blind Drop Ship Program

8.  We currently do not ship outside the United States.  However, we do have the ability to ship orders next-day to anywhere in the US.

9.  Orders placed before the cutoff time will ship that same day.

Middletown, CT Delivery Cutoff Times
 Ground  5:45 PM EST
 Next-Day  7:45 PM EST
 2nd Day Air  7:45 PM EST

Memphis, TN Delivery Cutoff Times
 Ground  6:45 PM EST
 Next-Day  7:45 PM EST
 2nd Day Air  7:45 PM EST

All web orders placed after 8 PM EST on Friday will be processed the following business day.

10. Return Policy

For our complete Return Policy, refer to Terms and Conditions.

11.  Image Star guarantees every compatible cartridge to be free of defects for 1 year from the date of purchase. We will replace the cartridge or refund the full price of any found to be defective. We also guarantee that, subject to conditions stated below and under normal use, our printer cartridges will not cause damage, abnormal wear, or deterioration to any compatible printer. If a defect in a compatible cartridge causes printer failure, we will reimburse the customer up to $150 in service/damage. The warranty is dependent upon the customers providing us with satisfactory evidence that the printer failure was due to a defect in the compatible cartridge, including a written statement on an authorized service provider's letterhead, dated and signed by the company's service representative.

12.  It is illegal for a printer OEM to void a warranty if you use non-OEM supplies.  Government legislation prevents any manufacturer from making printer warranties dependent upon the use of their own brand OEM supplies.

13.  Before you return any items, you need to obtain a Return Authorization Number.  Contact Customer Service at 888-272-8204 or email cs@imagestar.com to submit your request.  If you have a web account It is possible to request return authorization using the website .  For our complete Return Policy, refer to Terms and Conditions.  

14. After a RA request is submitted, you can expect to receive your RA number within 2-3 business days. Instructions on how to correctly prepare your package for the return will be included.