Internet-ink Support FAQ's
We want to make sure all our customers are satisfied with our products, service and company.
“If you’re not happy, we’re not happy.”
We have compiled a sample of frequently asked questions sent to us by our customers below. Our customer support team, as well as the rest of the company, want to make you feel at ease. Whether this is while ordering, asking questions, or interacting with other customers on the site. This may include product reviews, questions about your inks and printing experiences. Please scroll down the page to your problem and read the information. If this doesn't work, then please contact our friendly , helpful support team to help with your issue.
1. I’m not sure about paying online, security and my details being on a database?
Here at Internet-ink we continue to strive and develop our systems to make online payments easier and as seamless as possible.
We use secure systems, including Sage Pay and PayPal, to make sure all your transactions are secure on both sides.
We do not store any card details, so you can be sure that your details and card transactions are safe and secure. We also use the tried and tested McAfee security to keep you safe whilst browsing our website.
The only details we have are what you give us for your order; this is so that your parcel can go to the right person, at the right address.
We ask for an email and a phone number so if there are any problems with your order we can contact you and keep you up to date. We will also email our monthly offers to you if you should so wish; these just help you save even more money on our products and our exclusive offers.
We do not share any of your details with random third party companies, so you can be safe in the knowledge that we are a friendly, secure company with great products and customer service. We are here to help.
2. I’m having problems with the website?
We always need feedback as to how you view the website, search and find products, as well as your interests.
If we haven’t got your printer or product listed, please contact the customer support team and let them know on the FREEPHONE number 0800 612 0874 or email via the contact form. If there is something missing on the website or you just need some help, that’s what we are here for.
We can also place your order for you, set up an account or give you some advice, making it quicker and easier than ever. Saving you both time and money.
We have a Google+, Facebook fan page, Twitter account, blog and a community forum on the website to help keep you in touch with both the company, products and FAQs that you need answering. If you don’t ask the question, how can we answer it?
3.I found my product cheaper elsewhere, why should I order from you?
You have ordered from us before and we are looking to continue improving our products, service and our website. We offer an all-round service with the one of the best customer support and production teams in the UK. We value our customers and their feedback, so we offer you an exclusive 10% return discount of our compatible cartridges.
This makes us one of the best and cheapest suppliers of ink, toner, pens and supplies in the UK. 99% of our customers would recommend us to their friends, colleagues or family members. Unlike most retailers we won’t hide our location and are proud to be the biggest UK specialist ink shop based in Keyworth, Nottingham.
All our orders are shipped from the UK by Royal Mail 1st class for FREE, we feel the speed you receive your order is paramount so you can keep printing. We offer other postal services available for next day, international or courier services. If you’re still not satisfied, where possible we will try and match a price if we can as long as they are a VAT registered company and ship from the UK. If we are unable to lower our price, we can guarantee we will offer the best aftersales and future sales for you, your friends and family.
4. You Forgot Your Discount Code?
All our compatible or re-manufactured ink cartridges come with a 10% return customer discount code. If you have ordered before you can use your discount code on all your future compatible ink cartridge orders with Internet-ink. If you forget your discount code please get in contact with the customer support team. Our team will find your previous orders, let you know what your discount code is and what products you can use it on. We also have various special offers on all products across the website all year round; it may a ink cartridge offer, toner cartridge offer, pen offer, or a general offer on all products. Ask the support team or see our special offers
Our customer support team is happy to inform you about any current offers when you get in contact, they will be pleased to help. The best way of getting all the monthly offers is by signing up to our email newsletter, this will ensure you don’t miss out on all news, special offers and saving even more.
5. Did you have problems ordering, creating an account or logging in?
We are working hard to improve our system to make ordering your ink, toner, pens or supplies easier than ever. Our Nottingham UK based customer support team are on hand to help make your ordering simple and easy.
If you have any questions such as finding a printer or product, changing your email or login details, information about products or just placing an order - please contact us on our FREEPHONE number 0800 612 0874, or get in contact via our live chat or contact us.
6. Did you have problems with the product?
All of our products, no matter how big or small, come with a full return, replace or refund guarantee. This means if you’re having any problems with your product and we can’t help you out, we will happily get your item returned, offer you a replacement or a refund.All our products are covered by a 1 year guarantee.
If you feel the product isn’t printing or not working as you had expected, simply contact the support team. “If you’re not satisfied, neither are we.”
7. My order has not arrived.
We send all items via Royal Mail 1st Class delivery (unless special delivery or courier options). Royal Mail delivery will normally take 1-3 days (excluding Sundays and Public Holidays). Courier deliveries are usually next working day.
In the event a parcel is late or not received please first check with your local post office as signed for cards are not always left. Unfortunately we are unable to make a claim against the Post Office until 15 working days have elapsed, if you have still not received your order by then please contact us again on 0800 612 0874 and we will arrange to dispatch a second package for you.
8. The cartridge doesn't print.
The blue tape that covers the print nozzle might be still there. Remove the blue tape and try again. If the problem still persists, blot the cartridge on a damp paper towel until you see the ink.
Some of our cartridges don`t use sealing tape, so be careful not to actually peel the print head from the cartridge - All our sealing tape is blue.
9. I see smeared print or the print lines are broken or the cartridge prints very light (for a cartridge with printhead).
The ink may not be coming out of some nozzles properly. Blot the cartridge on a damp paper towel until you see some ink and then try printing again. If the cartridge still doesn't print well, go to the properties of your printer. Click on Maintenance or Services tab, if available and go through the "Clean Print Cartridges" procedure.
As a next step, print either the black cartridge test page or the colour cartridge test page using 'high print quality' setting. Change to standard or normal print quality and print another page. If this doesn't fix the problem, contact the support team for a replacement on 0800 612 0874 .
10. My printer says the cartridge is empty even though I just installed it.
Most of the times, if you ignore the warning and proceed with printing, the settings get corrected on their own, but if it refuses to print then here's what to do... Try installing the cartridge again making sure your computer and printer are both on (power turned on). Change the cartridge on the printer by taking it out, and then putting it back in. Close the cover, or press the button on your printer that tells it to return to normal.
The printer control program should come up. If it doesn't, you may have to search around somewhere in your printer utilities and try to find where the "Install New Cartridge" option is. When you find it, open the printer utilities and select "Install/Change cartridge". (Go through the steps described in this printer function)This approach will tell the software that a new cartridge has been inserted and force it to reset the internal page counter to zero.
11. My printer doesn't recognise the cartridge.
Check the printer manual to see whether you installed the correct cartridge or not. If it is the correct one, try to print ignoring the warning messages. It should work.
12. I installed both the colour and black new cartridges. What I see on my print is ugly, messy dark pictures. It looks like the print lines overlapped and the colours are confusing.
Check whether you installed the cartridges in the right slots. We have seen this problem when the customers accidentally switch the cartridges while installing.
Re-install the cartridges in the correct slots and you should get the perfect prints. This check is necessary with some printers that have colour coding only for cartridges since the remanufactured cartridges may have different colour tops.
13. I see leaked ink in the packet.
Very rarely, a little ink might leak out for different reasons.
Wipe the cartridge surface and blot the nozzle on a damp cloth. The cartridge is ready for use. If it has leaked a lot then please contact our support team on 0800 612 0874 for a replacement cartridge.
14. My colour cartridge does not print one of the colours, is missing a colour, or prints very faint. How do I get it to work properly?
Sometimes, during transportation, the cartridge may have been laying on one side, causing the colours to mix, or the print head to dry out.
This does happen with both original and compatible inks quite often. Allow the newly installed ink cartridge to rest for an hour whilst installed in the printer then try to print few pages using all the colours. This may allow for the missing colours to "kick in".
15. My ink cartridge printed one or two pages and then stopped printing.
Possible cause and fix: The tape that covers the breathing hole was not removed. Be sure the breathing hole on the cartridge has been released usually by removing a small "rip strip" so that the cartridge has air supply then it can print.
16. My Compatible or Remanufactured Toner Cartridge is in the printer but won't print or prints light?
Most toners are provided with a removable strip (sealing tape) to protect the drum during shipping, be sure that this strip has been fully removed by pulling out the tab on one end (usually the right side) of the cartridge then insert the cartridge into the printer.
17. Sometimes an ink cartridge can have problems due to dirty printer. Dirty printers can create problems for both OEM and remanufactured cartridges.
The answer is a clean printer. You will need cotton swabs, warm water, paper towels and a flash light. You need to get the cartridge carriage to move off the docking station and to the middle of the printer. Usually you need to turn the printer on and open the cover.
Sometimes there is a cartridge button to push. With the carriage in the middle, unplug the printer - this keeps the carriage moving unexpectedly. Use a flashlight to see the docking station if needed.
Clean the rubber seats in the docking station with cotton swabs and warm water. The seats are usually square and match the size of the nozzle plate. If there is a wiper blade, it will be about a quarter inch long and just to the left of the docking station - clean it as well.
Now remove the cartridge from the carriage. Soak a paper towel and then squeeze out the excess water. Fold it long ways several times until it is about 12 inches by 1 inch, several layers thick. With a handhold on each end of the towel, slide the towel back and forth as it goes under the carriage - some carriages can be lifted up slightly to make this process easier.While the above tips give general guidelines, we suggest you to refer to your printer manual for specific maintenance instructions.
If you need any further questions answered please get in contact or visit the website to find out more. We want you to be our customer for many years so you are satisfied enough to recommend us to your friends and family.