FAQ - frequently asked questions

We put together special information pages on the topics of delivery, payment and exchanges/returns.

Frequently asked questions:

Ordering:

1. Can I also order by telephone?

2. Do you supply against invoice?

3. Will I receive an original invoice?

4. How can I contact customer service?

5. Why is my VAT number not valid?

6. Which VAT rate applies to me?

Customer account:

7. How can I reset my password?

8. Why can I not log in?

9. Can I log in with my customer number?

10. Why do I need my customer number?

11. Can I give own names to my devices?

12. Am I able to save several printers of the same model?

13. How can I change my customer details / account information?

14. How can I delete devices that I no longer use from my list of devices?

Product questions:

15. Do you also sell alternative products?

16. How can I dispose of empty inks and toners?

17. What are return cartridges?

18. What does five per cent page coverage mean?

Security/contact:

19. Does supplies24.com send payment reminders by email?

20. Phishing emails

 

 

1. Can I also order by telephone?

Unfortunately we cannot accept orders by telephone but we are gladly available for all your questions and inquiries. Call us Monday to Friday from 9 am – 5 pm under the hotline no. +49 89 24880 9356

2. Do you supply against invoice?

We only supply against invoice to public institutions. If you are a public institution, please contact us.

3. Will I receive an original invoice?

The original invoice will be with the order. You will receive a copy of the invoice in advance with the confirmation of dispatch.

4. How can I contact customer service?

Need help? Contact our customer service hotline:

Monday – Friday 9:00 am – 5:00 pm

Tel.: +49 89 24880 9356
Fax.: +49 89 24880 9909

mail@supplies24.com

We are also happy to answer your questions via email.

5. Why is my VAT number not valid?

Ordering as a business client please ensure you enter the tax details you are registered with at the inland revenue. Be mindful of additional characters and replace ‘&’ with ‘and’.

6. Which VAT rate applies to me?

Orders by private individuals apply to the UK rate of VAT. Business clients with a tax number valid for the european market are exempt from VAT. In other respects 19% VAT are due.

7. How can I reset my password?

Please click on “My account” and then “Forgot your password?”. We will send you an email to reset your password shortly.

8. Why can I not log in?

Please check your caps lock is set correctly – also mind accidental spaces in your mail address or password.  You can avoid this possible error by copying and pasting.

9. Can I log in with my customer number?

No, you can only log in using your email address and password.

10. Why do I need my customer number?

Your customer number is only needed for customer support by phone or mail.

11. Can I give own names to my devices?

Yes, you can: under the rubric "my account, my printers" you are able to give own names to your devices.

12. Am I able to save several printers of the same model?

Yes, thereby applies following: duplicates of the same printermodels in your customeraccount will always be removed. If you have more devices of the same printermodel you can give your printers own names, so several devices of the same model will be kept. Devices which are included in the INK Service will not be deleted by themselves.

13. How can I change my customer details / account information?

You can change your address and contact details under the menu item ‘my account’.

14. How can I delete devices that I no longer use from my list of devices?

You will find your stored printers, which you can update at any time, under the “My account” menu item.

15. Do you also sell alternative products?

Yes. We also offer compatible products from the companies Agfa Photo and Prindo. The utmost quality is important to us when selecting products and suppliers – meaning that you will always find products with a good balance between price and performance. Our alternative products are exclusively top-quality, processed original cartridges and toners.
We don’t sell Chinese imitations! 

16. How can I dispose of empty ink cartridges and toners?

You have the option to return empty ink and toner cartridges to us if you bear the postage cost.

Media-Concept
„Entsorgung“
Freiburger Str. 7
86156 Augsburg-Gersthofen

Germany

Depending on the regional provisions of your municipal administration empty cartridges may be disposed of at local recycling yards.

Nowadays most manufacturers enclose return labels with their cartridges, also.

Please consider the environment – don’t discard empty cartridges in the thrash.

17. What are return cartridges?

You do not need to give back cartridges to purchase return cartridges. This piece of information simply informs you that these cartridges have been used before and have been refilled by the manufacturer. However, they do not rank among other refill products as the refilling was carried out directly by the manufacturer.

18. What does five per cent page coverage mean?

The majority of manufacturers specify the reach of their products in the page output that was achieved by a test series under ideal conditions. They either refer to results of a test series in accordance with DIN ISO/IEC 24711, or specify the page output with a coverage level of five per cent. However, these values are designed for comparing individual products, not as guaranteed performance. In reality printing behaviour differs greatly from that of test series. As such, these are approximate guide values for actual performance; deviations from the norm are standard.

19. Does supplies24.com send payment reminders by email?

Yes. We send a payment reminder to the email address or fax number that you stored. However, we will never send you requests to provide us with account, credit card or similar payment information. See phishing emails.

20. Phishing emails

If you receive an email with a request to disclose your credit card details or other information, this email was not sent by supplies24.com. Authorised employees of supplies24.com or Media Concept Bürobedarf GmbH will only ask you for account details if you have previously contacted us by email or telephone or if there are questions about one of your orders. If we ask for personal details in an email, please always inform us by telephone +49 89 24880 9356 or email (mail@supplies24.com). Only when you have forgotten your password will you receive an email with a request to click on a link to enter a new password.