eng_flag
English
french_flag
Français
phone_number

FAQ

Shipping Information

Shipping rates are calculated at time of checkout and are based on a flat rate to your province.*

  • Orders shipped will take 1 - 5 business days to arrive after the order confirmation.
  • Orders will be shipped with delivery confirmation and tracking.
  • All shipments are insured.
  • For orders that include items, which may have gone out of stock, the entire order will be placed on backorder until all items are available for shipment.
  • All deliveries must be made to a physical business or home address and a signature is required.
  • Once your order has been shipped, an e-mail will be sent to you reflecting that your order has been shipped. It will indicate which carrier was used and a method of tracking the order to your door.
  • We do not ship COD.

Orders May Be Delayed for the Following Reasons:

  • “Bill To” and “Ship to” addresses are not the same.
  • Order is pending a credit approval and verification.
  • A product is currently out of stock.

Payment Options

  • EPB accepts American Express, MasterCard, Visa and PayPal.
  • EPB is also available to pay online with most major banks.
  • EPB can open an account for 30 day billing (certain conditions apply)

Required Conditions of Return

  • Any defective returns must be returned via our courier and must be authorized by EPB.
  • Packages without a return authorization number (RMA#) will not be accepted.
  • Return policy on return to stock items is 30 days.
  • The RMA number is valid for 30 calendar days from the date of issue.

Please note that all returned cartridges must be at least 50% full to be accepted. Unfortunately, in our experience some people have used the entire cartridge and then sent it back asking for a refund. If a returned cartridge is less than 50% full, we will notify you by email. If you want the cartridge back, we can ship it at your expense, as long as it is claimed within 15 days from the date you were notified.

Estimated print yields are not a guarantee of minimum life and are not covered under warranty or return policy, but are provided to assist in supplies planning. Actual usage should be used to establish the life of the supply product in each user's specific application. Many factors, such as print coverage per page, paper type and size, model type and environmental conditions can affect supply life. The page yield is just an approximation of the number of standard pages that can be printed with one cartridge, usually measured at 5% page coverage. 5% coverage is a standard 8.5 x 11 inch page with a light letterhead, address and three paragraphs of text double spaced. If you print mixed text and graphics or WebPages your page coverage is closer to 15% and therefore the number of pages printed with each cartridge will be less. If you are printing photos your page coverage is close to 100% and the number of printed photos will be much less than the amount the number of pages you would be able to print if you were just printing standard text documents.

Returns of non-defective compatible items

  • All non-defective products (items ordered incorrectly, items no longer needed, printer broke, etc.) must be returned in the original packaging in as-new condition, that is, unopened and unused.
  • If the return date is within 30 days from the date of purchase and the items are unopened, you can return them for a store credit (minus the original shipping charges). If the return date is after 30 days from the date of purchase, you cannot return the items.
  • EPB will not pay for the return shipping cost. All non-defective items must be returned by the customer at their expense once the RMA is approved (you will receive a confirmation email). The RMA number must be written on the outside shipping box, not the actual product packaging. All non-defective items should be double boxed to avoid the shipping company damaging the original packaging.

Wrong items shipped

  • If you believe you have received the wrong product, please make sure not to open it. You have 30 days from the date of the purchase to initiate a return authorization request.
  • To obtain an RMA, please call 1-800-461-5524.
  • Once the RMA is processed, you will receive a pre-paid Canada Post label via email to return the incorrect item at our expense. We will send you a replacement at no cost.