FAQ | Eikon


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?

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.

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


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. 


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.

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.


What’s a Pre-Order item?

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.

What happens if my order includes Pre-Order Products? 

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.

What if I need some of my items sooner than when the Pre-Ordered Products are expected in stock?

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. 

Will my credit card be billed right away for Pre-Order items?

Yes, when you pre-order an item your credit card will be billed immediately.  

I found the items I Pre-Ordered somewhere else/I changed my mind about the items. How do I cancel my pre-order?

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. 

Holidays & Closures

We observe most Canadian holidays, specifically in Ontario. Eikon will be closed on those holidays with the exception of: Family Day, the August Civic holiday and Easter Monday.

Helpful tips for when we are closed:

  • Orders placed during a Closure/Holiday will be shipped the following business day
    • We recommend using UPS MyChoice whenever possible
  • If you need assistance, contact our Customer Service team via customerservice@eikondevice.com
  • Stay in the Loop: Follow us on social media for updates and other information.
  • Online store: Open 24/7