Frequently Asked Questions
How is shipping calculated?
Most orders are processed within 48 hours from original receipt of order, and approval of credit card. We ship FEDEX Ground or UPS Ground. Additional shipping alternates are available if requested at an additional cost; ex: 2nd Day Air, as well as Next Day Air. Shipping charges will be indicated on your order form. All deliveries are insured and guaranteed against loss, theft and damage. For your protection and credit card security, credit card orders shipping to an address other than the credit card billing address may be delayed.
Free shipping applies to all items that are shipped FEDEX ground and are under 20lbs boxed. This does not include consumables or shipments outside the continental US. 6 or more printers to one location shipped ground is free ship, insurance for shipment will still apply. Free ship does not apply to freight shipments regardless of quantity.
How does your free shipping promotion work?
We frequently run free-shipping offers on select products or groups of products. Free-shipping refers to standard shipping; express delivery and second day charges are extra. Our free shipping offers are available to the lower 48, continental U.S. states only, not available on orders to Hawaii, Alaska, Canada, Mexico or other international destinations.
What is your returns policy?
Copyfaxes offers a 21 day return policy. Merchandise returned for refund within the 21 day return period is subject to a 30% restocking fee. If a toner has been installed in the unit, the restocking fee is subject to a minimum of 50% of the purchase price of the unit. Shipping and handling charges are non-refundable. The Customer is responsible for return shipping and handling charges on all returned items.
All larger 11x17 copiers shipped via truck are not returnable. Please be sure of your purchase prior to confirming your order online or completing your phone order.
All returns must obtain a prior RMA# (Returned Merchandise Authorization) from Copyfaxes. Any return we receive without an RMA number will be returned to you and no credit issued. RMA numbers are valid for 15 days from date of issuance. Returns must be 100% complete, in original factory condition, with all original boxes and packing materials, contain all manuals, inserts, warranty card(s), software, cables and accessories. Additional charges may apply if the merchandise is not returned in 100% complete condition.
Before requesting an RMA (Return Merchandise Authorization), make sure that you have read and understood clearly our Return Policy.
To obtain an RMA#, please email us at kevin@copyfaxes.com.
RMA#’s and return directions will be emailed to customer within 3 days.
When shipping your package, we recommend that you insure the package you are returning. In the event the package is lost or damaged in transit, Copyfaxes shall not be responsible. We suggest that you use a traceable carrier that can provide you with proof of delivery. RMA number must appear clearly on the shipping label affixed on the outside of all return shipments. Please do not mark the box itself in any other way.
We reserve the right to refuse a return on any product that does not meet these requirements.
After we have received your return, inspected it, and approved it for a refund, we will credit the approved refund amount to the original credit card used for purchase.
Why is there sales tax when I’m purchasing online?
Copyfaxes is required by certain states to charge sales tax on online orders. Sales tax will automatically be charged on the merchandise and shipping and handling charges in NY and other states. We do not add sales tax unless we are required by law to do so.
Why do you need my e-mail address?
When you place an order with Copyfaxes you will receive an e-mail confirming your order, listing what was ordered, the shipping address, your payment method and a unique order ID. Your full credit card information is never sent in any correspondence from us. If requested, you will also receive a second e-mail telling you when your order ships, which will include carrier tracking numbers. Copyfaxes will never sell or distribute your e-mail address.
How can I pay for my purchases? What kind of credit card payments do you accept?
Copyfaxes accepts American Express, Visa, Master Card, and Discover credit cards for online purchases. Payments can be made directly through our secure site or using Paypal. Please contact us for wire transfer information (wire transfer will incur a $35 fee).
All prices quoted are discounted for cash payments/all credit card/paypal purchases will have a 3% charge added to the entire order. Payments via check or ACH will be considered as cash payment.
What is your quality assurance guarantee?
Our Site Guarantee protects you while you shop at Copyfaxes, so that you never have to worry about credit card safety.
We guarantee that every transaction you make at Copyfaxes will be 100% safe. This means you pay nothing if unauthorized charges are made to your card as a result of shopping with us. We use secure server software (SSL), for secure commerce transactions. It encrypts all of your personal information, including credit card number, name, and address, so that it cannot be read as the information travels over the Internet.
Under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50.00 of fraudulent charges. In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its reporting rules and procedures.
What is your warranty policy?
Defective Merchandise
Many of the products sold at Copyfaxes are covered by the Manufacturer's warranty. Copyfaxes stands behind the quality and condition of all merchandise sold and our highly trained representatives are available to assist with manufacturer's warranty service, exchange and repair if any item proves defective.
If a service contract has been purchased, the issue will be addressed in accordance with the service contract policies.
If your merchandise arrives malfunctioning or appears to be defective, please contact us immediately. In many instances, our representatives can diagnose and resolve product concerns over the phone. Our Customer Service team will make every effort to assist you in obtaining technical support and warranty service. At the discretion of Copyfaxes, in some instances, we may decide to repair or replace a defective product via our facility. Defective merchandise returned to our facility will be replaced with the same product. Refunds will be subject to a 15% restocking fee less the original shipping charges. The Customer is responsible for return shipping and handling charges on all returned items.
Damaged Merchandise
In the event that your merchandise arrives to you in physically damaged condition due to transit damage, Please REFUSE DELIVERY and call Customer Service at 888-298-3095 or email us at kevin@copyfaxes.com. You must make claims for damage within 3 days of delivery. After this allotted time, we cannot accept responsibility for the claim. We will contact the delivery carrier (FEDEX) on your behalf and have the merchandise picked up and inspected. Merchandise must be returned in the original shipping carton. Upon receipt of damaged merchandise to our warehouse, a replacement unit of the same model will be shipped to you.
How can I track my order?
Your order can be tracked online 24/7 by logging into your account. Click the "My Account" link at the top or bottom of any Copyfaxes page to login and view your orders and their current status.
Order Status: Below are the different types of status you might view while your order is being processed.
* Payment Pending
* Payment Completed
* Shipped
* Cancelled
Shopping Cart 
