FAQ | Eikon

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FAQ

Ordering

How can I tell if an item is in stock?

Stock and availability information will be displayed in the QUICK LOOK view, and on the product detail page.

What can I do if what I want is out of stock?

If a product you want is out of stock, please contact our Customer Service Team and we’ll send you an email notification as soon as the product is available.

What happens if what I ordered is out of stock?

If an item on your order is out of stock, we'll remove it and issue you either a refund or credit for the item. Go to Returns and Repairs to learn more.

Do you offer discount codes or coupons?

Yes, if you subscribe to our emails you may receive special discounts and promo codes.  We sometimes also include promotional codes in your orders. Not subscribed yet? You can do that here.

Can I use a gift card from Visa, Mastercard, or American Express on my purchase?

Yes, we do accept prepaid VISA, Mastercard and American Express Gift Cards. If you would like to know what other forms of payment we accept please visit the Ordering section.

Why do we ask for your CVV number when making a credit card purchase?

The purpose of the CVV number is to provide added security when making purchases online - it helps us verify that you're in possession of the card, as the code shouldn't be known to anyone other than the cardholder (you).  Requesting the CVV helps to prevent others from making a fraudulent purchase with your credit card.

Why do we ask for your billing address when making a credit card purchase?

Billing address verification is an additional security measure we use to protect you from incurring fraudulent transactions on your credit card. You sure don’t need the headache of disputing charges and investigating transactions on your account.

Collect on Delivery - Do you accept COD?

COD ordering is available to Professional Accounts ONLY and at Eikon's discretion. For more information on COD payment for orders, please see Ordering Information.

Chargebacks against purchases made through Eikon customer accounts are the customer’s responsibility. All accounts with pending chargebacks will be suspended pending review.

I’m ordering from the U.S. but you won’t accept my AMEX number - What gives?

Eikon’s payment system does not accept US AMEX credit cards, but there is a way you can still pay by AMEX, you just need to use PayPal guest checkout - for more info refer to the  "How to Pay for Orders" section on our Ordering page


Shipping

Does Eikon ship internationally?

We only ship to Canada and the USA from our online store, however we have 40+ worldwide authorized dealers you can purchase from if you’re located outside North America. Some brands and items are excluded from International Shipping. Select Shop International to find an Authorized Eikon Dealer in your area.

How do I make sure my ink order doesn't freeze?

We provide heat packs in every ink order shipped from November to March. However, it's your responsibility to monitor the weather to ensure your order arrives safely - Eikon is NOT responsible for frozen ink. Please see Shipping info to learn more about shipping ink safely in winter months.

HELP! I think my package was lost or stolen - What do I do?

Unfortunately, once your order leaves our facility, it becomes your responsibility to track your package. We are not responsible for lost or stolen packages, however you CAN contact your carrier directly to report a lost or stolen package.

Canadian delivery issues

USA delivery issues

IMPORTANT: To reduce the risk of lost or stolen packages, we strongly recommend that you ship your order directly to your shop. Deliveries sent to a residential address don’t require a signature, and may be left unattended.

How long will it take to get my order?

We ship all stocked items from our warehouses in Canada and the US. Orders are typically processed on the same day. You can see Shipping Times to learn more.

How will I know when my order ships?

Once your order has shipped you'll receive a confirmation email that will include your tracking number and any tracking information available. 


Returns

My package arrived damaged, what now?

Please call our Customer Service team at 1.800.427.8198 and report the damaged package within two business days of delivery. Accepting a damaged package is at your discretion, but doesn't mean you have to keep the damaged item(s). Check out Returns and Repairs for more information.

We'll replace items damaged in transit, and ask that you send images or proof of damage in order for us to work with the carrier.

All damage claims are handled through the shipping carrier, and our Eikon Customer Service team.

How long will it take to receive my refund?

Once we’ve received your RMA (Return Merchandise Authorization), your refund will be processed within two to three business days. Note: Bank timelines may vary
. For additional details please see Returns and Repairs.

My order arrived missing an item(s) or contains a wrong item. What do I do?

If you noticed something missing from your order, please contact our Customer Service Team within five business days of receiving your package.  We’ll send you any item we missed in your order, at no charge to you.

I just got my order and you sent me the wrong item - What now?

No worries - If we sent you the wrong item in your order, please contact our Customer Service Team within five business days of receiving your package.  We’ll pay the return shipping costs for any items we sent to you in error and will work with you to issue a replacement.


Crap, I got my order and just realized I ordered the wrong item - what do I do?

If you ordered the wrong item and want to return it to us for a refund or credit, you’ll be responsible for paying the return shipping costs. See our Return Policy for more information.

Can I exchange something I purchased?

Although we do not offer exchanges on any products, If you’re dissatisfied with an item, you CAN return it to us for either a refund or a credit for a future purchase.  See Returns and Repairs for more information.

Why was my Return sent back to me?

There are two reasons why we might not accept a Return package.

  1. 
If you sent your item back to Eikon WITHOUT an RMA number, we will refuse the package, and it will be returned to the sender.

  2. We cannot accept Return packages that arrive requiring a customs fee payment.  Any Return requiring COD or Customs fees payments will be refused and returned to the sender.

For more information, please see Returns and Repairs.