Frequently Asked Questions
Have questions or comments? Please contact us via email, mail or telephone.
Placing An Order
1) How do I place an order?
2) How do I pay for my purchase?
3) How do I send items to multiple addresses?
4) What is Store Pickup?
5) Why is Store Pickup not available at my local store?
6) What information will I need to present when picking up my order in store?
7) What if I place an order for Store Pickup after the store was closed?
8) Is there a fee for Store Pickup?
9) Can someone else pick up my order (i.e. spouse, friend or courier)?
Returns and Exchanges
10) What will you do to make sure I'm satisfied with my purchase?
11) What is your return policy?
12) How do I return/exchange a product?
Products and Requests
13) Does Rapid Refill feature any eco-friendly products?
Order Status
14) How do I track my order?
15) What information will I need to present when picking up my order in store?
16) How will I know my Store Pickup is ready?
Shipping Information
17) What is the delivery time to Alaska, Hawaii and the U.S. Territories?
18) How do I send items to multiple addresses?
19) How will my order be packaged?
20) How will my Store Pickup items be packaged?
21) How do I track my order?
Website Issues
22) Is the information I give you secure?
23) What browser do I need to shop?
24) What browser do I need to shop? What are Cookies and how do I enable them?
Store Details
It's easy. First, click on the product image or product name to view the item details. To add an item to your order, enter the quantity you wish to purchase into the Quantity box then click the Add button. When you are ready to checkout, you have two options to choose from. You can click the Checkout Now button right after you've added an item to your cart or you can click on the Cart or Checkout button in the upper right hand section of every page. When viewing the entire contents of your cart clicking on the Proceed to Checkout button at the bottom of the page will take you to a Sign In page. Here, you can Sign In if you already have an account with us, or you can continue shopping as a Guest. When you have made your Sign In choice, you will complete a series of forms with your billing, shipping and payment information. Upon completing these forms, just click Place Your Order. A confirmation page will show a summary of your transaction. You may choose to print this for your records. An email version of this summary will be sent promptly.
Phone Orders: You can also place your order by calling us at (877) 880-4465.
2) How do I pay for my purchase?
We accept MasterCard, Visa, American Express, and NOVUS (Discover Network).
3) How do I send items to multiple addresses?
If you are ordering multiple quantities of the same item and wish to send them to different addresses, make sure to add each item to your cart separately. You will be able to specify the different addresses on the Shipping page in Checkout.
Store Pickup allows you to make purchases online and pick up your order at a store of your choice. Get your orders faster and avoid shipping charges.
6) What information will I need to present when picking up my order in store?
Please bring your order confirmation email to the store. The order confirmation e-mail will be sent to you as soon as your order is received.
7) What if I place an order for Store Pickup after the store was closed?
Your order will be packed and ready for pick up the next day the store is open for business. We will send you an email as soon as it's ready.
8) Is there a fee for Store Pickup?
No. There is no additional charge for Store Pickup and you can also avoid shipping charges by choosing this fulfillment method.
9) Can someone else pick up my order (i.e. spouse, friend or courier)?
Yes. Simply indicate the name of the person who will be picking up your order during Checkout. He or she will be required to present the order confirmation email to pick up your order.
10) What will you do to make sure I'm satisfied with my purchase?
We are confident the quality of our merchandise will meet, if not exceed your expectations. If you are not satisfied with your purchase, we promise a refund, credit or exchange.
11) What is your return policy?
At Rapid Refill, we are confident the quality of our merchandise will meet, if not exceed your expectations. If you are not satisfied with an item you purchased, you may return it within 60 days for a full refund, credit or exchange. To request a return or exchange simply follow the instructions below.
12) How do I return/exchange a product?
We will accept merchandise returns for Standard Delivery items within 60 days of purchase and issue a credit or refund at the time of return in the following ways:
- Original Sales Receipt or Packing Slip will be refunded in the Original Form of Tender - Original Gift Receipt will be refunded via a Store Credit - If you do not have a receipt, you will receive a Store Credit refund via mail (valid photo ID required)
Please note: Store Credit and Gift Cards are valid only for Rapid Refill purchases and are not redeemable or exchangeable for cash or a cash equivalent, except as required by applicable law. We appreciate your understanding that Rapid Refill merchandise may be returned in person to a Rapid Refill store or by mail. Upon return, your merchandise will be inspected. Credits or refunds issued will be for the item value. Any taxes charged will be refunded in accordance with state laws. Shipping and handling charges are nonrefundable. To return an item by mail, follow the instructions on the packing slip enclosed in your order, insure the package, and mail it to the Rapid Refill address on your packing slip. If you do not have a packing slip, please call us at the number listed on your receipt or toll free at (877) 880-4465.
13) Does Rapid Refill feature any eco-friendly products?
Yes, we have prioritized the development of eco-friendly products throughout our entire Rapid Refill brand remanufactured collection. We invite you to learn more about our continuing Environmental Initiatives for our products, packaging, warehouses and more.
You can track the status of items ordered online. Sign in to your account using the Your Account menu towards the top right of the page and then select Your Orders. You will then be able to view the status of your order.
15) What information will I need to present when picking up my order in store?
Please bring your order confirmation email to the store. This will be sent to you as soon as your order is received.
16) How will I know my Store Pickup is ready?
You will receive an email or phone call confirming that the items you have ordered are in stock and ready for pickup.
17) What is the delivery time to Alaska, Hawaii and the U.S. Territories?
Please allow 10-15 business days for items shipped via Standard Delivery. Add an extra 1-3 business days for orders shipped via 2-Day Express or Next Day Air.
18) How do I send items to multiple addresses?
At this time we do not support shipments to multiple addresses on a single transaction. If you require shipments to be made to multiple addresses, please enter each of these orders on separate transactions.
19) How will my order be packaged?
All items that qualify (given size and bulk considerations) will be shipped in a standard shipping cardboard box.
20) How will my Store Pickup items be packaged?
If you are an AOL user:
This is an issue reported by users of AOL 9.5.
Please try the below instructions
Our print cartridge products come in packaging that is designed for personal transport frm the store to your home or office. If you prefer to have your items packaged in a specific way, please indicate your preference at Checkout using the Notes field and we will make every attempt to satisfy your request. Additional fees may apply for non-standard packaging requests.
The delivery services we use receive order numbers and tracking numbers frm us at the close of business Monday through Friday. If these delivery services do not have a record of your order, they may not have received these numbers in their systems yet. In that case, we suggest tracking your order again the following business day.
22) Is the information I give you secure?
All orders are encrypted with Secure Sockets Layer (SSL) technology on both your end and ours. SSL 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. In order for SSL to work, you must use an SSL-enabled browser. Learn more. Please note: email is not encrypted and is not considered a secure means of transmitting your credit card information. If you prefer not to order online, you can place your order by phone 24 hours a day at (877) 880-4465.
23) What browser do I need to shop?
If you are using older versions of your browser, you may experience technical difficulties while shopping or with online ordering. If you are experiencing problems with the site, download the current version of any of the following recommended browsers:
Chrome (For Macintosh, Windows and Linux) http://www.google.com/chrome
Firefox (For Macintosh, Windows and Linux) http://www.mozilla.com/firefox/
Internet Explorer (For Windows) http://www.microsoft.com/windows/internet-explorer/default.aspx
Safari (For Macintosh and Windows) http://www.apple.com/safari/download/
Current AOL users may also enter "upgrade" as an AOL keyword.
24) What are Cookies and how do I enable them?
Cookies are pieces of information that are stored by your hard drive to remember aspects of your visits to a particular website. We use cookies to help us improve your shopping experience by tracking which areas of our site are most and least popular. We never use cookies to store confidential information like passwords or credit card information. Most Web browsers automatically accept cookies.
You will need cookies to be turned on when you are logging in to your account, your registry or when you are attempting to complete a purchase.
Chrome 3.0 or higher: Click the wrench icon at the top right of the browser. Select "Options" in the drop down menu that appears. Click on the "Under the Hood" tab. You will see an area entitled "Privacy". Scroll down to "Cookie Settings" and select "Allow all Cookies" in the drop down box. Click "OK" to close the menu.
Firefox 3.0 or higher: Click the "Tools" menu at the top of the browser. Select "Options" in the drop down menu that appears. Click on the "Privacy" tab. You will see an area entitled "Cookies". Click in the checkbox (small white square) next to "Accept cookies fr0m sites". A check indicates that this option is selected. Click "OK" to close the menu.
Internet Explorer 7 or higher: Click the "Tools" menu at the top of the browser. Select "Internet Options" in the drop down menu that appears. Click on the "Privacy" tab. Using the slider graphic, set it to "Medium". Click "OK" to close the menu.
Safari 3.1 or higher: Click on the "Safari" menu at the top of the screen. Select "Preferences" in the drop down menu that appears. Click on the "Security" tab. You will see an area entitled "Accept Cookies". Click in the checkbox (small white circle) next to "Always". Click "OK" to close the menu.
Opera 7 or higher: Click on the "File" menu at the top of the browser. Select "Preferences" in the drop down menu that appears. In the menu on the left, click on "Privacy". You will see a box entitled "Cookies". Click in the checkbox (small white square) next to "Enable Cookies". A check indicates that this option is selected. Click "OK" to close the Preferences menu.
