| Q |
How do I search for a product?
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| A
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Put the item number or description in the Search Box on the top of the page.
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| Q |
How can I find an ink cartridge if I only have the printer model number? |
| A |
Cartridges can search by printer
model number. However, we recommend you to get the cartridge model
number in order to find the correct one. You can take your cartridge
out from the printer, you should be able to find the cartridge model
number.
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| Q |
Can I place an order over the phone or via email? |
| A |
We do not accept orders over the phone or via
e-mail to avoid unnecessary miscommunication, discrepancy and/or likely
delay. Please place order through our secured online shopping system.
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| Q |
Why is there no order button next to a product I want to buy? |
| A |
That means that item is currently out of stock and not available for purchase. Please check back
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| Q |
Why is the price listed on your website different from the price listed on 3rd party website? |
| A |
We do not honor prices list on 3rd
party websites. Sometimes they do not update their listings on
time, so please check our website for the latest and the most current
price.
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| Q |
How can I add an item to my shopping cart? |
| A |
After you choose an item, click on the "add to cart" button.
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| Q |
I entered the coupon code when I placed the order but it didn’t apply to the order. What should I do? |
| A |
Please check the coupon to make sure you entered it correct, and if
it still valid. If the coupon is valid and correct, the discount
will be deducted from the subtotal. If you’re not able to apply the
coupon, the means the coupon is expired, not valid or spelled
wrong. Please kindly understand that we do not honor expired
coupons.
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| Q |
Can I use two different coupon codes for one order? |
| A |
Only one promo code can be applied per
order. Please place separate orders in order to use different
coupon code if needed.
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| Q |
Is your website secure? Why do I receive a security alert? |
| A |
Yes, our website is secure. Security
is a top priority at Meritline.com. When you submit sensitive
information via the website, your information is protected both online
and offline. You can click here for more information regarding the security on our website.
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| Q |
Why is the listed price higher than before? |
| A |
We do not offer any price guarantee. Each promotion is valid for limited time only. We do not match lower prices previously.
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| Q |
Can I place an order for an item that is on backorder? |
| A |
No, we do not accept orders for item that is currently on backorder.
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| Q |
How can I get wholesale price? |
| A |
You can click here to submit a price quote request.
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| Q | What is Proposition 65 in California? |
| A |
Meritline.com is concerned about product safety, specifically about the
lead and chemical contents of some products. We try to ensure that all
the products sold at Meritline.com comply with all applicable safety and
health requirements. All the retailers who sell products in the State
of California need to comply with the California law known as
Proposition 65. Any of these products which may contain lead or certain
other chemicals must be labeled with Prop.65 warning which states “PROP
65 WARNING: This product contains a chemical known to the State of
California to cause cancer and birth defects or other reproductive
harm.” A Proposition 65 warning is a notice which informs the consumer
in California that a product in question may expose the consumer to any
one of the hundreds of chemicals that are known to the State of
California to cause cancer and/or birth defects.
California's Safe Drinking Water and Toxic Enforcement Act of 1986 (Proposition 65)
requires warnings to consumers if a product exposes consumers to a wide variety of
chemicals including lead and cadmium. California’s Office of Environmental Health
Hazard Assessment (OEHHA) has established the maximum daily exposure levels for
each chemical beyond which a consumer warning is required. Proposition 65 does not
ban any product; it simply requires warnings. Proposition 65 applies only in California,
and it covers all products distributed in the state.
To know more about Proposition 65:
-OEHHA California government official page
When I see a label written” PROP 65 WARNING: This product contains a
chemical known to the State of California to cause cancer and birth
defects or other reproductive harm.” How can I know the product is
safe?
When a Proposition 65 warning is labeled on a product, it means that
the company is issuing a warning that one or more listed chemicals may
present in the product. A warning must be given unless the product can
be certified the exposure it caused is “no significant risk”
With the product may contain carcinogens, the "no significant risk"
level is defined as the level which is calculated to result in not more
than one excess case of cancer in 100,000 individuals exposed over a
70-year lifetime. When you exposed to the chemical in question everyday
for 70 years, theoretically, it will increase the chances of getting
cancer by no more than 1 case in 100,000 individuals so exposed.
With the product may contain reproductive toxicants, the “no
significant risk” level is defined as level of exposure which, even if
multiplied by 1,000, will not produce birth defects or other
reproductive harm.
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| Q | Why Meritline labels a Proposition 65 warning on the products? |
| A | A
Proposition 65 warning means one of two things: (1) the business has
evaluated the exposure and has concluded that it exceeds the "no
significant risk level"; or (2) the business has chosen to provide a
warning simply based on its knowledge about the presence of a listed
chemical without attempting to evaluate the exposure. Meritline has
chosen to provide a warning based on our knowledge about the presence
of a listed chemical without attempting to evaluate the exposure. For
abundant caution, Meritline decided to place a Proposition 65 warning
label even if the exposure of a product may be below the Proposition 65
level of concern, or could even be zero.
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Payment information |
| Q |
Can you call the issuing bank so that they will credit my account? |
| A |
Most banks will not speak to the merchant, only to the account
owner, that’s why we cannot call for you. But if there’s anything
your bank required from us in order to release the authorization, you
can call us and we will comply with the bank’s request.
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| Q |
What is my credit card ID or CVV2 Code? |
| A |
On the back of your credit card, the last
3-digits for Visa, Master, and Discover. For American Express, it is
the 4-digits number above your credit card number on the front.
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| Q |
What do I do if my order is on hold? |
| A |
If you receive an email or phone message from us
notifying you that the order is on hold, please reply to the email as
soon as possible. Orders will be cancelled after 2-3 days if we do
not get a response.
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| Q |
What can I do if my credit card is declined? |
| A |
Your order will be cancelled. Please check with your bank, and place another order again.
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| Q |
How can I place an order using my in-store credit? |
| A |
The in-store credit is issued in your
account directly. When you place the order, you’ll be able to see the
in-store credit balance before check out. There is no expiration
date for In-store Creditt.
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| Q |
Do you charge sales tax? |
| A |
Only in California. If you are a government
agency or reseller, please send your Tax exempt number and fax in the
re-seller permit with order number. We’ll adjust the tax in the order
for you after received the documents.
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| Q |
Am I exempt from paying sales tax if I am with the government or a reseller? |
| A |
Yes tax will be exempted. Please put the note in the Order Note
section “I will fax in my tax exempt information, please remove tax”,
then fax in or email tax exempt certificate with your order number to order@meritline.com.
Our CSR will remove the tax on the order for you. If you
tax exempt status is already on file with us, just inform us of that in
the Order Note as “ I have reseller permit on file in your system, please remove Tax”.
Please note that we cannot remove the tax on orders that has already shipped or completed in our system.
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| Q |
If I choose PayPal as my payment methods, can I ship to different address beside the Primary PayPal confirmed address on file? |
| A |
By selecting PayPal payment as your
payment option, you authorize Meritline.com to send your order to the
confirmed address as provided by the PayPal checkout receipt. You
understand that the shipping address cannot be modified so please make
sure the PRIMARY, CONFIRMED PAYPAL address is correct before you submit the payment.
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| Q |
How can I receive your coupons? |
| A |
Please sign up for the newsletter to receive the latest promotion offers we have.
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Order Status |
| Q |
If I choose PayPal as my payment methods, can I ship to different address beside the Primary PayPal confirmed address on file? |
| A |
By selecting PayPal payment as your payment
option, you authorize Meritline.com to send your order to the confirmed
address as provided by the PayPal checkout receipt. You understand
that the shipping address cannot be modified so please make sure the
PRIMARY, CONFIRMED PAYPAL address is correct before you submit the
payment.
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| Q |
What can I do if my shipping address is not the PayPal Confirmed Address? |
| A |
If you want to ship to an address other than your
current confirmed address, please add that address to your PayPal
account and set it as the confirmed home address. Another option
is to pay with a credit card/debit card.
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| Q |
How do I check my order status? |
| A |
Log in to your account by clicking on
the “Login” button on the upper right hand corner of the website, and
then enter your email address and password. Once you are logged
in, click on item #1. View Current and Past Orders and it will bring up a
list of your past orders. You can check your current order status
there. Once the order has been shipped, and tracking information
is available, it will be updated on that page. If you have any
question regarding your order, you can always contact us either by phone
or email.
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| Q |
I want to cancel my order, what should I do? |
| A |
Please note that once the order has been processed for shipping, it can no longer be cancelled.
We ONLY ACCEPT CALL-IN cancellations. Please call 626-912-0668 to
cancel the order. If you cannot speak to a customer service
representative, please call back. We do not guarantee order will be
cancel on time if you leave a message but do not speak to a
representative or if you email your cancellation request to us. If you
want to cancel an order but it has already been process for shipping,
then we can no longer cancel the order for you. If you would like to
return the item after you've received it, please refer to our return
policy here.
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| Q |
I want to change my order information or make some changes to the items I ordered. What should I do? |
| A |
Please note that once the order has been processed
for shipping, it can no longer be changed. Please call
626-912-0668 as soon as you can to change the order. We do not
guarantee order can be change on time if you leave a message but do not
speak to a representative or if you email your change request to us.
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| Q |
Why didn't I receive confirmation after I placed my order? |
| A |
Sometimes it’s
possible that you would not receive the order receipt from us.
There could be a lot of different reasons; the most common is that our
email is being block by your spam filter. You can try checking the
spam folder for you email client, or add our email address
order@comptree.net to the list of verified email addresses. You
can also log in to your account on our website and check the order
history, if the order came through, it will show up on that page right
away. And you can click on the order number for a copy of the
order receipt
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| Q |
The item I ordered was in stock when I
placed the order but I was just notified that the item is on back order
now. How come? |
| A |
Our website does
not match against our inventory until the end of the business day.
If the item already sold out by the time we process your order for
shipping, your order will be put on hold. A backordered item may
have an ETA, although it is subject to change without notice.
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| Q |
Why do you charge credit cards before shipping out merchandise? |
| A |
When we charge your
order, our inventory shows this item is still available. If the item
already sold out by the time we process your order for shipping, your
order will be put on hold for backorders. You can request us to refund
the money back to your account and recharge the credit card when the
item is ready to ship.
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| Q |
Do you accept purchase orders? |
| A |
You can enter the PO# in the order notes section of the shopping cart.
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Shipping Information |
| Q |
Why isn't my order eligible for Free Ground Shipping? |
| A |
Your order contains item(s) that are not eligible for Free Ground Shipping.
Your
order is shipping to a P.O. Box, Alaska, Hawaii, a military address
(APO/FPO), or a U.S. Protectorate such as Puerto Rico, Guam, or the
Virgin Islands.
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| Q |
When will I receive my package if I place an order today? |
| A |
It depends on the
item. Items shipping from our warehouse within the US usually take
up to 2 business days to process and ground shipping will take about a
week transit time. Items shipping from our warehouse oversea
usually take 2 – 5 day for processing and shipment transit time will be
around 2 – 3 weeks. Air shipments usually ships out the same day,
however we might need to verify billing and shipping information for
security reason. If we cannot reach you it will delay your
shipment. If you want to make sure your order will get processed
the same day, please call us after you placed the order and help us
verify your information.
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| Q |
Can I ship my order to 2 different addresses? |
| A |
Each order can only
be ship to one single address. If you would like to ship to two
separate addresses, please place two orders.
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| Q |
Can you re-ship my order if the package did not arrive at my address? |
| A |
We do not re-ship the package if we receive the
wrong shipping address from you. Please make sure your shipping address
is correct before you click on the “complete order” button during check
out.
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| Q |
Can you call the shipper to change the shipping address if the shipping address is incorrect? |
| A |
A: To reroute a FedEx package that has been
shipped, we have to charge handling fee as FedEx will charge us to
reroute the package ($15 for ground shipment, $20 for express
shipment). You need to call us and give us authorization to charge
you the additional rerouting fee. Please note that for FedEx
rerouting, FedEx does not guarantee package will be rerouted to the
correct address; which means they might still make the delivery to the
original address and the rerouting is non-refundable. You can
request the FedEx to hold the package at the FedEx station nearest to
the original shipping address and you can go pick up from them free of
charge.
There is no way to reroute packages shipped through USPS or
DHL. You can request USPS to hold the package at the nearest USPS
sorting station to the original shipping address and you can go pick up
from them free of charge.
In order to avoid shipping error, please make sure your shipping
address is correct before you click the “complete order” button during
check out. If there is a mistake, please contact us by phone as
soon as possible to change the shipping address.
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| Q |
Do you have Will Call? |
| A |
Sorry, we do not accept WILL CALL currently.
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| Q |
Do you offer free ground shipping on all items? |
| A |
No, only on selected items. Please refer to our website for detailed information.
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| Q |
Can you ship out by my FedEx or UPS account? |
| A |
We can only orders with our own shipping accounts.
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| Q |
What is the additional charge for special request like Signature requirement, Reroute and Saturday delivery? |
| A |
1. Ground service signature require - additional of handling fee $6.00 per package. 2. Express service signature require - additional of handling fee $12.00 per package. 3.
Reroute - Express shipment handling fee $20.00 per package (suggestion
customer pick up at the FEDEX station, no extra charge); Ground shipment
handling fee $15.00 per package (Suggestion customer pick up at the
FEDEX station, no extra charge). 4.
Saturday delivery for Priority overnight only-special handling fee
$15.00 per package; Saturday delivery for 2nd day air-special handling
fee $15.00 per package.
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| Q |
Why is my shipping fee higher than the shipping fee listed in 3rd party websites? |
| A |
We do not honor
prices list on 3rd party websites. Sometimes they do not update
their listings on time, so please check our website for the latest and
the most current price.
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International shipment Information |
| Q |
Which items qualify for international shipping? |
| A |
Please reference to t our front page lower left banner with international flags or simply click here
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| Q |
Do you deliver goods to my country? |
| A |
If you are able to find your country
in the drop down menu when you set up account with meritline.com, we
will be able to ship to your country. Please also note that not every
item on meritline.com will be available for international shipping. For
full list of the items, please reference to this link.
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| Q |
What payment method do you accept for international orders? |
| A |
Currently we only accept PayPal
(shipping to confirmed address) and wire transfer. We do not
accept credit card payment for international orders.
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| Q |
What are the available shipping methods? |
| A |
Items sold by Meritline.com will be shipped by US. Postal service.
Items sold by Meritline International (HK) Co. will be shipped by
Singapore post, China post or DHL services depends on the countries and
package weight.
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| Q |
Can you mark the package as gift, or lower the amount on the invoice, in order to avoid custom fees from my country? |
| A |
It is against the law to do so. We can only mark the package as merchandise and list the amount charged on the invoice.
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| Q |
What about the duty/broker fee of my country? |
| A |
Customers are responsible for import duties, taxes and broker fee as required by your country’s law and customs rule.
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| Q |
What's the return policy for international orders? |
| A |
Please reference to our return policy
for the instruction on requesting a RMA. Please note for
international orders, customer must pay all shipping, custom /
brokerage, or any other fee that might occur to ship the package back
to us. Return package will only be accepted by our warehouse if
it obtained a valid Return authorization number. |
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