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Need to talk?... Phone Lines are open 9:00am-5:00pm EST
Stock and availability information will be displayed in the QUICK LOOK view, and on the product detail page.
Our Back In Stock tool will help you keep track of any out of stock items you are wanting to purchase. If you've selected a product that is currently "out of stock" - simply click on the "Notify When Available" button on the product page, and the item will appear in your accounts notification section along with the current status. Once the item(s) become available again, you'll receive an email notification for all the products that are back in stock including a link to purchase.
You can cancel your Back in Stock Notifications at any time, by either clicking on "Remove" next to the product or by clicking "Remove Notification" on the product page.
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.
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.
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.
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.
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.
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.
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
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.
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.
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.
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.
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.
Once your order has shipped you'll receive a confirmation email that will include your tracking number and any tracking information available.
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.
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.
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.
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.
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.
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.
There are two reasons why we might not accept a Return package.
For more information, please see Returns and Repairs.
A “Pre-Order” means that the items are not immediately available to ship, as they are in production or en route to us. Usually Pre-Ordering is offered for high demand items. Pre-Ordering RESERVES YOUR PLACE IN LINE to have that product shipped to you as soon as they are in-stock, and before they sell out.
Pre-Order items may take a while to ship - depending on their scheduled release or restock date.
Pre-Order items usually have a scheduled in-stock date in mind when they are announced, however due to changes in production, logistics or other issues outside of our control - scheduled release dates are only estimated time frames and not exact dates.
Orders that include Pre-Ordered items will be held until those items arrive in stock. Once the items arrive in stock, we’ll ship everything out together.
Items that are pre-orders, especially PPE, may be subject to delays. If there are items on your order that you need right away, you can contact our Customer Service team, and they’ll be more than happy to assist you.
Tip: You may want to create a separate order for Pre-Ordered items, that way you’ll ensure that you get your other supplies when you need them, instead of waiting.
Yes, when you pre-order an item your credit card will be billed immediately.
If you need to cancel your pre-order, you can contact our Customer Service team via phone, email or Live Chat, and they will be happy to assist you with the cancellation of your order.
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