FAQ

FAQ (Frequently Asked Questions)

General Queries

Currently, we do not have a catalog either in soft or hard copy. New products are being added regularly, almost on a daily basis while discontinued products are also being up-dated regularly making it not practical to have a catalog. Besides, with the product ranges and styles that we are carrying, the product catalog will be too big to download.

However, if there is any particular product that you are interested in, please feel free to contact us and we will be happy to help you locate it. Contact Us: http://drtonerink.com/contact/

Yes, all are Original unless otherwise as specific. Please contact our Customer Relations should you required any further verification on this.http://drtonerink.com/contact/

Shipping cost is calculated based on the weight and dimension of the product(s) including its packaging. If there are any differences, it is due to shipping agents such as Nationwide, Poslaju (EMS), City-Link, DHL, Fedex, who apply volume metric in calculation of parcel weight.

Shipping charges are calculated based on the weight of the product(s) including packaging.

– For Citylink,

Example:

i. for package weight total of 0.3 kg, it will be calculated for rate for 1st 3kg

ii. for package weight total of 5 kg, the 1st 3kg will be charged for per 3kg, and thereafter charge at every 1kg rate

Yes, but please complete your order online first and pick “Self Pickup” option as your payment mode. Then you may pay us cash or payment cheque. Do a remarks on your order & you will be contacted for pickup when order is ready.

No. You need to sign up an account with us to place your order. It is FREE.Here is the link: http://drtonerink.com/my-account/?action=register

Currently, we only accept Ringgit Malaysia. Ringgit Malaysia is used as the official currency for all calculations. Please be reminded to check on the conversion rates before making payment as the rates are updated on a regular basis.

Payment Queries

There are a few payment methods available for your convenience such as Debit/Credit Cards & Bank Transfer via iPay88, Cash on Delivery (COD-Self Pickup).

Yes, we do accept Debit Card.

You can use them ONLY if you are authorized by the original card/account owner to do so. You are advised to ensure that you will be able to provide us the verification documents if necessary, upon request.

If you made payment by credit card or bank transfer, all your information are encrypted in iPay88 system of which we have no access whatsoever to it.

iPay88 (https://www.ipay88.com/) are committed to protecting your privacy as an internet user whenever you buy, or consider buying, products or services from DrTonerInk.com. DrTonerInk.com Network uses iPay88 facilities in connection with payment by you using a credit or debit card (or possibly some other form of payment over the internet). DrTonerInk.com recognizes their responsibility to keep confidential at all times any information about you which they acquire in connection with such a transaction, whether directly from yourself or through DrTonerInk.com. iPay88 is owned by NTT DATA Japan. They protect your personal information on the Internet to an equivalent high standard to that which you would experience through any other channels of the bank, such as bank branches, cash machines or on the telephone.

Please provide us a scan copy of the transaction slip or a screenshot on the transaction details if your payment is not confirmed after 5 days so that we can proceed to check it for you.

To know how much you need to pay for your order purchases, login to your account and click on My Orders and then click on the order number to find out how much you need to pay for the order(http://drtonerink.com/my-account/orders/)

Currently, we only accept Ringgit Malaysia. Ringgit Malaysia is used as the official currency for all calculations.

Yes, but cash on delivery (COD) is only applicable for self pickup from our warehouse.

We deliver every weekdays at between 9am to 6pm, close on weekends & Public holidays.

Please feel free to contact us and we will be happy to help you solve it.

Contact Us: http://drtonerink.com/contact/

Payment verification documents are required when there is uncertainty. This is a precautionary measure taken by us to prevent any unauthorized use of your credit card.

You are advised to proceed with bank transfer if you are uncomfortable in providing the documents requested.

Refunds, if any upon requests from you, will usually take about 15-30 working days from date of approval for refund, to reflect in your credit card account.

Shipping Queries

Free shipping is applicable for selected products. Items with the Free Shipping as show below have zero shipping costs regardless of item quantity or your location. We choose the shipping method best suited to the package size and shipping destination.

We are engaged to City-Link Express to ship your orders.

Alternatively, you can choose to use your own courier account by informing the Customer Relations a valid shipping account with link below:

http://drtonerink.com/contact/

Yes. It will be delivered to address stated on your shipping details if you have provide a valid and updated contact number so that you could be within reach at all times. Failing to contact you, the courier will send DrTonerInk.com notification to assist in contacting you.

Estimated shipping time of the products is stated on the website. Unless otherwise specified differently for the shipping time of a particular product or a larger order, below is the normal estimated shipping time from our different branches. For orders shipped from Malaysia branches, generally the order will be shipped out within 1 to 4 working days.

We will notify you by email as soon as we shipped your order. The estimated time of arrival depends on the shipping agents you choose.

The total package delivery time for your order is the period of time from when your order is confirmed until the time you receive it. It is separated into two parts: the processing time and the shipping time.

Processing time: Once your order is confirmed, the total processing time generally is 1 to 4 working days for items shipped from Malaysia.

Processing time includes selecting items, quality control checks and packaging. Please note that large orders with multiple items may take longer to process and pack.

Shipping time: This is the time from when the parcel leaves our warehouse until it arrives at your designated destination. Please refer to the guide as stated below on the shipping times for the various shipping agents.

City-Link Express – 1 to 2 days

Example: If you purchase an item shipped from Malaysia and you choose to ship by City-Link, this will be the estimated arrival time of your parcel.

The courier company might take up to 48 hours to update the tracking number into the tracking system. Please contact us again if you are still unable to track your order http://drtonerink.com/contact/

You are required to make a report to us on damaged or missing item(s) in your package within 24 hours upon received of the package. We will not entertain any complaints for damaged or missing items after the 24 hours time frame.

Shipping services providers such as Poslaju (EMS), Nationwide, City-Link, DHL, FEDEX , TNT and will only cover the value of the goods as declared on the shipping invoice if the package is missing or damaged by the shipping agent during the transporting of your goods.

We will need some time to investigate with the courier service provider and other relevant parties to check on the status of your shipment in order to ascertain that your package is really missing and the cause of it.

Please give us sometimes and we will resolve it in for you.

Orders Queries

Please click on this link here to guide you on how to buy from us. http://www.ipmart.com.my/main/page_how_to_order.php We only accept orders through online from our website and we do not accept orders by email, fax, or phone unless some special occasions. Please discuss with our customer service representative.

You need to register with DrTonerInk.com before placing orders from us.Any products added to your online cart remain there until you remove them, or check out and made payment for it.

You can have your invoices printed directly after you have created your order. Should you need the invoices to be stamped, please contact our support team.http://drtonerink.com/contact/

Please send us a message at this link here http://drtonerink.com/contact/ and provide us:

– your order number

– the product ID

– the quantity

that you would like to add/remove from your order. And we will amend your order as requested.

Yes, it is possible to change address details/shipping courier/payment method, and it is advisable to inform us before you proceed to make the payment for the order. Please send us a message at this link here: http://drtonerink.com/contact/

Order cancelation can be done for your order. Please refer to the Terms & Condition that applies for cancelation request, http://drtonerink.com/return-refund/

Yes, you can combine 2 orders for one single shipment. In some circumstance, this arrangement is not possible due to the permitted weight & dimension of the package shipment determined by the shipping agent. We will let you know if necessary. Yes, you can separate the order for more than 2 packages and you need to make the extra payment for the shipping cost for each package charges.


i. Before signing the delivery note, customers are advised to do the following:

ii. To check the package condition and the tracking number first to match with DrTonerInk.com

iii. If the package show signs of external damages or looks like it has been tampered with, please open it in the presence of the postman or delivery personnel and check the products inside to ensure that the product are not damaged or missing.

iv. Any damages should be reported immediately and directly to the postman or delivery personnel. Take some clear pictures of the package and items you received and email to us within 24 hours upon receipt of the package.

v. Customers are immediately advised to proceed to make the claim from the post office for the parcel.

vi. Customers always have the right to reject any packages that have been wrongly delivered to them.

i. Before signing the delivery note, customers are advised to do the following:

ii. To check the package condition.

iii. If the package show signs of external damages or looks like it has been tampered with, please open it in the presence of the delivery personnel and check the products inside to ensure that the product are correct and not damaged or missing.

iv. You may reject the package, when you received a wrong product from us as described in the followings conditions:

– Not the same color

– Not the same design

– Not the same functions

– Not the same models

– Damage /missing parts

v. Please email to us within 24 hours upon receipt of wrong item, damaged item or rejecting the package. We will not entertain to any complaint of missing, damaged or incorrect item after 24 hour on receiving the parcel.


You are required to make a report to us on damaged or missing item(s) in your package within 24 hours upon receipt of the package. We will not entertain any complaints for damaged or missing items after the 24 hours time frame. Take note that you may also be required to provide us the photos or video files in order to enable us help you resolve the matter promptly. If the product is still within the warranty period, we will either request for return for the defective products and ship you the replacement or get it fixed by our technicians and/or suppliers.

Shipping services providers such as Nationwide, Poslaju (EMS), City-Link, DHL, Fedex, UPS and USPS will only cover the value of the goods as declared on the shipping invoice if the package is missing or damaged by the shipping agent during the transporting of your goods

Please kindly refer to the term and condition as below:

– Damage or Declared Goods

http://drtonerink.com/return-refund/

– Missing Item

http://drtonerink.com/return-refund/

– Warranty Terms

http://drtonerink.com/return-refund/

DrTonerInk.com offered 100% Money Back Guarantee when you received a wrong product from us, for more details please kindly refer to the following link: http://drtonerink.com/return-refund/

Yes, you may exchange the item. You will be required first to return the item to us (Product exchange acceptance may depend on the product availability). You will need to bear the cost of the price difference for the exchanged item, the return and also reshipping cost. As for the returned product, we will also charge you the 30% restocking fee, as the item are no longer acceptable for return to our suppliers/vendors.

We believe that in order to have the best possible online shopping experience, our customers should be able to make a choice to return a product for whatever reason they are not happy with the purchases. All we ask is that you send the items back to us in the original packaging and in the state you received them with it original packing intact and in un-use condition. Please read the guide here on how to return a product to us: http://drtonerink.com/return-refund/

DrTonerInk.com reserved all rights to amend any of the policies without any prior notice.