Product FAQ and Troubleshooting:
After Purchase questions:
Manufacturer Support Questions:
Why is my new ink cartridge not printing? It is possible for this to happen to cartridges with attached print heads such as HP, Lexmark or Dell. All cartridges are weighed and tested before leaving the factory so lack of ink isn't the problem. It usually has to do with the print head of the cartridge not having any ink to feed it. This happens because cartridges are kept flat or upside down for weeks or months before being used and the ink settles away from the print head. The easiest remedy is to open the box and stand the cartridge upright for a few minutes before using. Then get a damp paper towel, fold it into quarters and sit the cartridge print head down onto it. Hold the cartridge down to the damp paper towel for three minutes. This will help pull the ink out of the print heads, priming them and getting them ready to print. Finally, install the cartridge into your printer and print a few test pages.
Why was the yield lower than what was quoted online / Why didn't my cartridge print the full amount of pages?
It is common for customers to worry about the yield of their cartridges, and They often mistakenly try to track yield by time. The cited yield for ink and toner cartridges is given at 5% coverage (the amount of time it takes for a cartridge to go empty is a bad indicator of yield). This is usually not a lot of print on a page. Typically only a short memo is at 5% coverage. If you are printing letters, using legal size paper, printing photos, web pages or doing any kind of graphics your coverage will vary greatly. This will cause the yield to drop greatly.
Why am I getting an error message after I install my new cartridge? Below are the most common error messages, as well as trouble shooting techniques to help eliminate any type of error message. If you are still unable to get rid of the error message please call our customer service department at 800-871-9095.
How you can fix the problem:Cartridges that do not have an internal print head (Epson, Brother, Canon,)
Many times this is caused by the chip on the cartridge not making direct contact with the printer sensors. All you need to do is open the area of the printer where your cartridges are installed. Remove the problematic cartridge from its designated port and reinstall the cartridge to ensure it is properly seated, secured, and that the chip is lined up with the printer censor. Close the printer cover and proceed to turn off the printer. Wait a few a few seconds and restart your printer. Proceed to print a test page and you should be good to go. If this problem still occurs please call our customer service department at 800-871-9095.
Cartridges that have an internal print head (HP, Lexmark and some Canon)
Why does it say my cartridge is empty when I install it? We inspect all of our cartridges before packaging to ensure that the cartridge was filled with the correct amount of ink. The chances of actually receiving an empty inkjet are incredibly rare. A lot of times this reading is caused by the cartridge not being properly seated in its designated slot. We suggest that you remove the cartridge and reinstall it, make sure that it snaps into place and that it is seated correctly and securely. Please take into consideration that your printer doesn’t actually read the ink level of the cartridge. In fact the printer software determines the level of ink by remembering the number of pages that were printed when the previous cartridge was installed, which then estimates how much ink is remaining and when it should be replaced. If you install your new cartridge before you let the printer driver reset there is a chance that the printer may think you are still using the old empty cartridge. One way of fixing this issue is to reinstall your cartridge and click on the install new cartridge option; you may have to refer to your printer’s manual for further instructions. This will indicate to your printer that a new cartridge has been installed which will then prompt it to reset the internal page counter. This should eliminate that message, if further assistance is needed please call our customer service department at 800-871-9095.
Some cartridges come in sets of multiples, for example: 4 black and 2 of each color. Can the cartridges be swapped out within the set so that we can get more of one color than others? No - the cartridge sets can not be mixed. We do offer price breaks on the individual colors so you can order them individually to get better prices on them.
Why does the cartridge I received looks larger than the one that's already in my printer? The majority of our remanufactured cartridges come equipped with a protective clip that must be removed before installation. This "L" shaped clip that runs along the side of the cartridge. This is provided to protect the cartridge from any possible damage. This will make your cartridge seem a lot larger than the cartridge in your printer. Please open the package and carefully remove the protective clip as well as any protective tape that is covering the print head of the cartridge. If you still need further assistance please call our customer service at 800-871-9095.
How can I get dried ink out of my inkjet print head so I can print again? You can get dried ink out of your inkjet by placing the clogged cartridge in about 1/4 - 1/2 inch of warm water for a few minutes. When the ink starts to slowly leak out take the cartridge out of the water and dry it using a soft cloth to "Q-tip." Then place it back in your printer and run the print head cleaning utility that comes with your printer software. You may have to run this 2-4 times before printing quality is reestablished. If your print head is damaged you will have to buy a new cartridge as the print head cannot be repaired.
How should my cartridge be handled? You should never touch the electronic print head with any kind of abrasive material. Always use care when setting your cartridges down and do not place the print head in contact with any surface besides the printer.
What is the best way for my cartridges to be stored? Room temperature is always the ideal for storing your cartridges. It is a good idea to store your cartridges in an upright position, because many times during shipment these units are not sitting in an upright position and ink will tend to settle at the opposite end of the cartridge which may cause printing issues. Ideally before use you want to have your cartridge sit in the upright position for a couple of hours to ensure that the ink moves to the bottom of the cartridge allowing the ink to pass through the sponge, which will allow the cartridge to print properly.
What do the letters at the end of the HP inkjet cartridge part number mean? For example, if the cartridge is a C6656A will the C6656AN work as well? This letter signifies the volume. Most HP cartridges only have one type such as the #56 which you will also see shown as the C6656, C6656A and C6656AN. HP sometimes shows the cartridge as the 56A or C6656A, but the full part number is C6656AN. All versions are the same product with the same ink volume. Only if the first letter after the numbers was different would it be the same cartridge with a different volume. Other first letters at the end such as 51645G and 51645A are the identical cartridge, but with different volumes. The G is the free starter cartridge that comes with a printer and the A is the regular high volume cartridge that is sold in stores. When our cartridges are manufactured we always fill the cartridges completely. So, regardless of the letter at the end of part number or the letter you are used to order you will always get a high volume cartridge for us.
Why don't you carry Epson refill kits? Due to the sensitivity of the Epson print head we do not endorse or sell refill kits for Epson printers. Epson printer incorporate a high quality print head onto their printers instead of disposable print heads on their cartridges.
What is a remanufactured inkjet cartridge? Our remanufactured inkjet cartridges are professionally remanufactured and are original manufacturer's brand inkjet cartridges which have been through one cycle of service and have been recharged. Every inkjet cartridge has been thoroughly cleaned along with the printhead nozzles. Then the cartridge is filled with the same ink formulation, checked if it has the correct internal atmospheric pressure, inspected for any possible shell leakage, tested the operation of all electrical circuitry and finally ran through an actual print test. If the cartridge passes our rigid standards, it has been remanufactured!
How can inkjet refill kits save me money? Inkjet cartridge refilling consists of personally recycling your empty inkjet cartridges so they can be used again. Using InkTec refill kits you can refill your cartridge 2-6 times using our tools, high quality ink, patented refill clip, and easy to follow pictured and written instructions. Refilling allows you to save money compared to buying new cartridges and help the environment at the same time.Additional information on Universal Refill kits and ink quality information. The print head on your cartridge may get clogged or destroyed by the inks that can not match the OEM's specifications, so Ink quality is the most important part of refilling. InkTec inks are formulated and tested under strict laboratory conditions to ensure the highest output quality at all times as compared with other OEM products.
How many times can I refill my inkjet cartridge? Depending on the care taken between refilling the inkjet print head you can reful several times. Until this wears out you can keep recycling your empty cartridges. As a rule of thumb you can usually refill your cartridge 4-8 times.
When is the best time to refill my inkjet cartridges? Ink can dry in the print head between refills, so if possible you should refill your inkjet cartridges before they run out.
What is the shelf life of compatible brand ink cartridges? Approximately three years.
Do you buy back empty ink cartridges?
We currently do not require customers to send in empty cartridges as an exchange in order to get our low prices as some of our competitors do. We do accept some empty cartridges and pass them on to our recycling partners and suppliers. It helps keeps our costs down and retail prices low as you can see from our advertised prices. If you wish to help recycle cartridges please email firstname.lastname@example.org with your mailing address and if you have inkjet or toner cartridges that we can recycle, we can have a prepaid recycling label mailed out to you.
Will my printer warranty be voided if I use refilled cartridges?
It is a common misconception to think that the use of compatible cartridges in their printer will void their printer's warranty. The answer is NO - it will NOT void your warrenty!
If a coupon forces my order to go under $55 will I still get free shipping? No, the order total after any discounts or coupons must be over $55.00 in order to receive free shipping in the contiguous U.S.
What type of discounts do you offer? You can always sign up for our coupon newsletter by visiting our SimplyInk homepage or by entering your email on our newsletter sign up page. Once on our homepage all you need to do is enter your email address on the top right hand corner of the home page and hit the subscribe button. You will be emailed a monthly newsletter with a coupon code that will allow you to save up to 10% off your order. Some restrictions do apply.
How come every time I add a second item to my shopping cart the first item disappears? First you should check your computer settings to see if your cookies are enabled. Most likely you have cookies disabled and that is why you are having problems with your shopping process. Cookies allow us to track you while adding products to your shopping cart while orders. If you enable cookies you should be able to finish ordering online. If not please call us at 800-871-9095 and we will gladly take your order over the phone.
Does the free shipping apply to Canada orders too? No, we only offer Free Shipping in the contiguous US. Orders shipping to Canada will ship Priority Mail according to the rate chart found here. Due to higher restrictions, safe guards, and customs inspections, orders can take up to 6-12 business days to arrive. Unfortunately, Canadian shipments do not have tracking numbers. Usually light orders take 6-7 days while heavier orders take longer. Customers are responsible for any duties or taxes imposed by Canadian Customs.
Do you offer expedited shipping? We offer Overnight and UPS 2nd Day shipping. 2nd Day shipping options will be available during the checkout process. If you would like to get your package delivered Overnight you can get a shipping quote by calling us at 800-871-9095 as this option is not available online.
Do you charge sales tax? The only state we charge sales tax on all orders are for orders inside California. Our local tax rate is 8.75%.
How can I tell if your website is secured? In order to provide you with the safest online ordering experience possible; this site is tested and certified daily to pass the "McAfee Secure" Security Scan. To address concerns about possible hacker access to your confidential data, and the safety of visiting this site, the "live" McAfee Secure mark appears only when this site passes the daily McAfee Secure tests.
What payment methods do you accept? You can pay online using your credit card. If you would like to pay by check or money order please use the online checkout process. Start by selecting the items you wish to order, and when you have all the items you want press the "check out" button. You can then continue through the checkout process by entering your shipping address. You will see an option to "Pay by Check" under the payment option; select this option and continue. (Please note your order will not be shipped until your check has been received). Write the order confirmation number on your check and send it to our address: 3700 Cover St. Long Beach, CA 90808.
When should I expect my email confirmation? You should receive your email confirmation to the email address that was provided immediately once an order is received online, and then another email is then sent to you once the order is processed. A final email confirmation will be sent once the order is actually shipped out. If you have not received any of these emails it is possible that the email was delivered to your Junk Mail folder or we may have the incorrect email address on file. It is also possible that the order was never received in which case you may call our customer service at 800-871-9095 for assistance.
What should I do if I have not received my order? Most packages that are shipped within the contiguous US are delivered within 3-5 business days. Orders that are shipped outside of the contiguous US may take longer to be delivered. To view our transit times click here. There is also the rare possibility that one of the items you ordered may be back order. To check the status of your online order please click here or login. You may also call customer service at 800-871-9095.
Can I track my order? You may track your order by clicking here or by logging in. You may also call our customer service department at 800-871-9095; one of our courteous representatives will be able to assist you in locating your order.
I am getting a new printer, and don't know what to do with my old one. You can find out how to recycle your old printers by checking out our dedicated page here.
What is a printer driver and where do I find it? A printer driver is software that should come with your printer. Once they are installed on your computer, these drivers covert the information that different programs make into printable formats for your printer. Without drivers, printers wouldn't know how to resize and reorganize information from webpages to fit onto whatever size of paper that you put into your printer. Printer Drivers are basically there to tell your printer how to make what you end up seeing on the page look as close as possible to what you see on your screen. Select your printer brand below and click "Go" to find your driver.
How do I find the manual for my printer? Although there is no manual for individual printer cartridges, a manual does come with your printer. If you happen to lose your printer manual, online copies can be found on the webpages of the manufacturer that made it. Select your printer brand below and click "Go" to find your printer manual.
How do I locate Material Safety Data Sheets (MSDS)? Each printer manufacturer also releases a Material Safety Data Sheet (MSDS) for the ink and toner that they produce. These sheets go over the safety implications associated with the contents of their products. For instance, ingesting the liquid ink inside of an ink cartridge is inadvisable; but to figure out specifically what the results of that decision would be, you would refer to a Material Safety Data Sheet.
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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