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Frequently Asked Questions

  General Information
How do I search for a product?
How can I find an ink cartridge if I only have the printer model number?
Can I place an order over the phone or via email?
Why is there no order button next to a product I want to buy?
Why is the price listed on your website different from the price listed on 3rd party website?
How can I add an item to my shopping cart?
I entered the coupon code when I placed the order but it didn’t apply to the order. What should I do?
Can I use two different coupon codes for one order?
Is your website secure? Why do I receive a security alert?
Why is the listed price higher than before?
Can I place an order for an item that is on backorder?
How can I get wholesale price?
What is Proposition 65 in California?
Why Meritline labels a Proposition 65 warning on the products?
  Payment information
Can you call the issuing bank so that they will credit my account?
What is my credit card ID or CVV2 Code?
What do I do if my order is on hold?
What can I do if my credit card is declined?
How can I place an order using my in-store credit?
Do you charge sales tax?
Am I exempt from paying sales tax if I am with the government or a reseller?
If I choose PayPal as my payment methods, can I ship to different address beside the Primary PayPal confirmed address on file?
How can I receive your coupons?
  Order Status
If I choose PayPal as my payment methods, can I ship to different address beside the Primary PayPal confirmed address on file?
What can I do if my shipping address is not the PayPal Confirmed Address?
How do I check my order status?
I want to cancel my order, what should I do?
I want to change my order information or make some changes to the items I ordered. What should I do?
Why didn't I receive confirmation after I placed my order?
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?
Why do you charge credit cards before shipping out merchandise?
Do you accept purchase orders?
  International shipment Information
Which items qualify for international shipping?
Do you deliver goods to my country?
What payment method do you accept for international orders?
What are the available shipping methods?
Can you mark the package as gift, or lower the amount on the invoice, in order to avoid custom fees from my country?
What about the duty/broker fee of my country?
What’s the return policy for international orders?
  Shipping Info
Why isn't my order eligible for Free Ground Shipping?
When will I receive my package if I place an order today?
Can I ship my order to 2 different addresses?
Can you re-ship my order if the package did not arrive at my address?
Can you call the shipper to change the shipping address if the shipping address is incorrect?
Do you have Will Call?
Do you offer free ground shipping on all items?
Can you ship by my FedEx or UPS account?
What is the additional charge for special request like Signature requirement, Reroute and Saturday delivery?
Why is my shipping fee higher than the shipping fee listed in 3rd party websites?

General Information

Q

How do I search for a product?

A 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.
 

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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