Site Assistance

Please contact at ecommerce@lexmark.com
or call 1-866-378-5646

Frequently Asked Questions (FAQ)

Q: What is a Price?

A: A price is the standard price charged for a part. You are not required to return the used part back to Lexmark.

Q: What is an Exchange Price/Part?

A: A part purchased from Lexmark at a reduced price with the agreement that the customer will return the spent or broken part ("core") to Lexmark within a specified period of time. If the core is not returned as specified, Lexmark will invoice the customer for non-return.

Q: How do I return my exchange part to Lexmark?

A: Exchange parts must be returned within the allotted amount of time, typically 30 days. When the used part is returned, your order will be closed. All used parts returns should be clearly marked on the outside of all shipping boxes, with the RMA number provided at the time of purchase, and returned to:

ATTN EXCHANGE PARTS
LEXMARK CANADA C/O K&N
6170 EDWARDS BLVD
MISSISSAUGA, ON
L5T 2V7

Q: What happens if I do not return my used part to Lexmark?

A: If the exchange part is not returned within the allotted amount of time, you will be billed for the difference between the price and the exchange price, plus a $25.00 penalty/per part.

Q: What payment methods do you accept?

A: We accept the following credit cards: Visa, MasterCard, Discover, and American Express.
Terms are available through the Lexmark Parts Center if the following criteria are met:

• Your company must purchase a minimum of $5,000.00 a month on a credit card for 3 consecutive months
• You must fax us your company’s previous 2 years of financial statements and balance sheets to 800-258-4880
• The Lexmark credit department will perform a credit check and approve or decline terms for your company
• If terms are established, your company will continue to be required to meet the $5,000.00 per month, minimum purchase requirement. If at any time, the customer does not meet this criteria, the terms will be removed.

Q: When will my credit card be charged?

A: If you have ordered physical products we don't think you should pay for your order until it is actually on its way. We will not bill you until your product(s), including constrained or preordered items, are actually shipped. If your items are shipped separately you will be billed each time an item is shipped.

Q: Do I have to pay sales tax?

A: Any order placed will be subjet to sales tax, unless you have submitted a tax exemption certificate to Lexmark. These certificates can be faxed to 1-800-258-4880. It may take up to a week for your account to be set as tax exempt. The sales tax amount is dependent upon the state for the ship to address.

Q: Should I put spaces or dashes in the credit card number?

A: Dashes or spaces do not matter either way in this field.

Q: Why are you not accepting my credit card?

A: There are many reasons for a failed credit card transaction. Your card may have expired or reached its limit or a credit card computer, either on our end or your bank's end, may have encountered a machine error. If you do have problems, please contact your credit card company to resolve them.

Q: When will my backorder ship?

A: Although we try to maintain inventory of all products in the warehouse, occasionally an item will be constrained. Normally, the product will become available within a few days, however, to get an estimated time of arrival for any constrained part, you can click on the Get ETA link, followed by the send button and a Customer Service Representative will respond with the ETA within 24 hours. Your product will ship as soon as it becomes available. As a reminder, your credit card will not be charged until your order has been shipped.

Q: What if I need to reach your technical support center?

A: Our technical support center can be reached at 1-800-LEX-MARK, option 1 or via e-mail at http://support.lexmark.com/ .

Q: What if I need to obtain a printer driver?

A: Printer drivers can be downloaded from the website at www.lexmark.com or purchased by contacting 1-800-LEX-MARK.

Q: What is your refund policy and how do I request one?

A: Refunds are offered for the following reasons. Product(s) received were: incorrect, defective, dead on arrival, miss-shipped, over-shipped, suggested by a Lexmark employee in error, ordered by mistake or over-charged. You may e-mail lpcorder@lexmark.com or contact 1-877-577-2787 and request that you receive a Return Materials Authorization (RMA) number to return any products that meet the above criteria. Please note if the box the product was shipped in has been opened or not.

Q: How do I cancel or modify an order?

A: You may e-mail lpcorder@lexmark.com or contact 1-877-577-2787 and request that your order be canceled or modified. A Customer Service Representative will respond to your request ASAP and confirm canceling or modifying your order. If an order is in the process of shipping or has already shipped, it can not be canceled or modified.

Q: When will my credit appear?

A: A credit will appear on your account or your credit card within two weeks of the product(s) being received at our warehouse, or within a few days if the credit does not involve a returned product.

Q: How do I contact the Lexmark Parts Center?

A: For Canada English Parts Store orders, please contact the Lexmark Parts Center:

E-mail: lpcorder@lexmark.com
Phone: 1-800-LEXMARK

Q: When is a representative available to take my call?

A: Official Business Hours of Lexmark Parts Center - 9:00 AM EST until 6:00 PM EST
A representative will be available to cater to calls during these hours.
You can also email us at lpcorder@lexmark.com.

Q: What is the cost of the Shipping?

A: Here is the shipping information for Canada.
Ground (below $500 CAD) - $20 (3-5 business days)
Ground (above 500 CAD) – free shipping (3-5 business days)
Next Day - $35 for every two pieces