Customer Service Policy

PRTNOW.COM Customer Service Policy

Scope of Service

PRTNOW.COM offers the following services and support:

• Product Inquiries: Assisting you in selecting the right ink cartridges, toner, and other printing supplies, and answering questions about printer compatibility.
• Order Processing & Tracking: Ensuring prompt order processing and shipment, and providing tracking information.
• Returns & Refunds: Handling product returns and refunds in accordance with our return policy.
• Warranty Support: Providing warranty service for compatible products and guiding you on contacting manufacturers for OEM product warranties.
• Customer Feedback: Collecting and addressing customer feedback to continuously improve our services.

Contact Information

You can reach our customer service team through the following channels:

• Email: support@prtnow.com
• WhatsApp/Phone: +8619303434519 (For immediate inquiries, please use WhatsApp)
• Social Media: Follow us on Facebook, Instagram, and X (Twitter) for the latest product arrivals, exclusive promotions, and helpful printing tips.

Service Hours

Our customer service team is typically available during the following hours: *(Please note: Specific service hours are not provided here. Please be mindful of time differences when contacting us.)*

Response Time Commitment

We are committed to responding to your inquiries as quickly as possible. Generally, emails and WhatsApp messages will receive a response within 24-48 business hours.

Issue Resolution Process

1. Submit Inquiry: Please submit your question or request through the contact methods listed above.
2. Information Gathering: Our customer service team will collect necessary information to understand your issue (e.g., order number, product details).
3. Solution Provision: We will provide appropriate solutions based on your inquiry, which may include product advice, return instructions, or warranty support.
4. Issue Resolution: We will ensure your issue is properly addressed and resolved.
5. Feedback Collection: Where applicable, we may request your feedback to evaluate service quality.

Return & Refund Policy

Return Eligibility:

• 30-Day Hassle-Free Returns: If products are unopened or defective, you may return them within 30 days of purchase/delivery without any reason.
• Opened OEM Products: Opened Original Equipment Manufacturer (OEM) products are not returnable.

Return Merchandise Authorization (RMA):

All returns require a Return Merchandise Authorization (RMA) number. Please contact customer service for an RMA before returning any items.

Return Addresses:

USA:
Catherine Butcher
2992 NW 75th Ave, Suite # LC1009786
Miami Florida 33106-4803
United States

Hong Kong:
香港千客貿易有限公司 HONGKONG QIANKE TRADE LIMITED
FLAT/RM 511 5/F MING SANG INDUSTRIAL BUILDING 19-21 HING YIP ST KWUN TONG KL

Restocking Fee:

A 10% restocking fee will be applied to all non-defective returns.

Packaging Requirements:

• Please return products in their original packaging and ensure sufficient shipping materials are used to prevent damage during transit.

Shipping Damage / Errors / Shortages:

Report any shipping damage, errors, or shortages within 10 days of delivery. Do not return damaged items without authorization.

OEM Ink Cartridges and Toner:

Unopened and resalable OEM ink cartridges and toner can be returned within 30 days, subject to a 10% restocking fee and return shipping costs.

Refund Arrival Time

The time it takes for a refund to arrive varies depending on the payment channel used. Typically:

• PayPal refunds are completed within 1-5 business days.
• Credit Card refunds are completed within 1-7 business days.

If you have not received your refund within the specified timeframe, please contact our customer service promptly at support@prtnow.com.

Warranty Policy

Compatible Products:

We offer a one-year warranty covering manufacturer defects in materials or workmanship. During the warranty period, defective products will be replaced with an equivalent non-defective product. We may offer a full refund (excluding shipping and restocking fees), replacement, or store credit.

OEM Products:

Warranty is provided by the manufacturer. Warranty claims should be directed to the manufacturer. Manufacturer contact information can be found on the relevant pages of our website.

Customer Complaint Handling

If you are dissatisfied with our products or services, please contact us via email at support@prtnow.com or WhatsApp at +8619303434519. We will take your complaint seriously, investigate and resolve it within a reasonable timeframe, and provide you with feedback on the resolution.

Privacy Policy

We are committed to protecting your personal information. The information we collect will only be used to process your orders, provide customer support, and improve our services. We will not share your personal information with third parties unless it is necessary to fulfill your order (e.g., sharing delivery information with logistics companies). For more details, please refer to our Privacy Policy page.