Frequently Asked Questions

FAQ

Q: How can I view the status of my order?
A: Go to the Customer Service, Account Information page. This page lists all your orders. Click the date of the order whose status you wish to view.

Q: What are your shipping costs?
A: You can view an estimate of shipping costs by viewing your cart. However, final shipping costs will be displayed on the Invoice you see before confirming your order. Orders over $100.00 are shipped free ground service within the continental US. FREE SHIPPING DOES NOT APPLY to addresses in Hawaii, Alaska, Puerto Rico and US Territories. Please contact us for rates.

Q: Do you ship to PO Boxes?
A:We do not ship to PO Boxes. Please provide us with a street address. We will gladly ship to a different address then your billing address, such as a work address.

Q: When will my order be shipped?
A:Every effort is made to ship in-stock items the same day for orders place before 3 PM Eastern Time depending on order volume. We cannot however, guarantee same day shipping. All other orders will be shipped the following business day. Cove Business Products has distribution centers located throughout the country, so delivery of your order can be normally expected within 1-3 days of its shipping date. Overnight and Second-Day delivery is available, rates for these services will be displayed during check-out.

Q: Do you accept international orders?
A:At this time we only ship within the United States. We do not accept international orders.

Q: I've ordered an out of stock item, when can I expect it?
A: In the event an item is out of stock, the purchaser will be informed and given an estimate for the products availability. If the back-ordered item is part of a larger order, we can ship all in-stock items immediately and upon availability, the remaining items will be shipped. Or, if you prefer, the entire order can be held until all items are in stock.

Ink & Toner Cartridge Troubleshooting

Q: My Epson compatible cartridge will not print. How do I get it to print?
A: Be sure the sticker(usually yellow) on the top of the cartridge has been removed so that the cartridge has air supply then it can print.

Q: My color cartridge does not print one of the colors, is missing a color, or prints very faint. How do I get it to work properly?
A: Sometimes, during transportation, the cartridge may have been laying on one side, causing the colors to mix, or the print head to dry out. This does happen with both brand new AND remanufactured inks quite often. The first thing to do is try to print 6-10 pages, using all the colors. This may allow for the missing colors to "kick in". If this does not work, then try the following trick (which has an 85% success rate).

Take the cartridge out of the printer.
Place two paper towels on top of each other and fold them again so that you have a thick square piece.
Slightly dampen one side of the paper towel, keeping the opposite side dry.
Hold the cartridge with the print head facing down and "dab" it onto the wet portion of the paper towel, using SLIGHT force, for a second or two.
Dab the cartridge onto the dry portion of the paper towel.
Repeat steps 4-5 about five or six times, ending with step 5.
If you have a 3-color cartridge, you should see a line of cyan, magenta, and yellow on the paper towel.
Place the cartridge back in the printer and print a test page.

If neither of these solutions work, please contact us for a Return Authorization (RA) and we will replace your cartridge or issue you a refund.

Q: My cartridge just doesn't work. I have tried everything and cannot get it to print. What do I do?
A: First, make sure the protective plastic cover has been taken off the print head. (Some cartridges have a protective label that needs to be peeled.) If you have done either of these and the cartridge still does not work, it is possible you may have received a defective cartridge. Although our cartridges are put through STRICT quality control, sometimes they may get damaged internally during shipping. Please contact us for a Return Authorization (RA) and we will gladly replace the cartridge or issue you a refund.

Q: My Compatible Toner Cartridge is in the printer but will not print or prints light. What do I do?
A: Most toners are provided with a removable strip 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 site) of the cartridge then insert the cartridge into the printer.

Q: What does the Media Sciences Product Warranty state?
A: The Media Sciences Product Warranty states: Media Sciences warrants its ink and toner products to be suitable for use in the intended model color printer. Our products are designed to be free of defects which could cause damage to these printers. Should it be shown that the printer is damaged due to the use of Media Sciences products, Media Sciences will repair the printer with no expense to the customer or at Media Sciences discretion, replace the printer.

Q: What is an "ISO Certified Factory"?
A: The ISO (International Organization for Standards) is the largest and most credible worldwide standards organization. It has a proven track record for developing and enforcing effective standards.
These standards improve yield testing by providing a consistent and robust process that manufacturers can use to obtain objective, reliable cartridge results. It also reduces confusion by enabling direct comparison between manufacturers' yield specifications, as well as provide credible information that will help consumers make better informed purchase decisions.
In order to be certified by the ISO, a manufacturer must meet or exceed the manufacturing standards outlined by the ISO on a consistent and ongoing basis, ensuring the consumer is provided with a product of the highest quality.

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