nagu faq

Frequently Asked Questions


How will I know if my order has been received?

You will receive an email confirmation that your order has been received, this is to indicate that we have received your sales order.


How secure is your site for credit card transactions?

All credit card numbers are encrypted in the software when the order is placed using 128 bit encryption. They are only decrypted after they reach our credit card processing facility and the numbers are not stored for a period any longer than is necessary to process your payment. They are not held in clear text on any web site. Once you enter the credit card area you will notice a "Padlock" or "Key" symbol in your browser (usually at the top or bottom of the browser screen - this varies depending on which Internet Browser you are using) ensuring you of the highest security.

How much does it cost for delivery?

The cost of delivery is automatically added to your order during the "Check-out" process. At present we use a flat rate method for delivery costs and will be shown on the Delivery Information and Order Confirmation pages. This means you will only be charge one fee regardless of how many cartridges you order. If your order is equal to or above our "Free Shipping" value, the delivery charge will not apply and will not be shown on the Delivery Information and Order Confirmation pages.

Will my printer's warranty be voided if I use a compatible cartridge?

No. Your printer wartanty cannot be voided just because you choose to use compatible products unless the manufacturer can prove that a compatible product caused direct damage to your printer. In cases such as this the manufacturer may choose not to repair your printer but the warranty would remain in effect for all other warranty issues.


Do you accept phone, fax or regular mail orders?

In an attempt to keep our cost base to a minimum, and hence keep the prices to you our customer as low as possible, we only accept internet based orders at this point.

I have not received an email confirmation of my order, whats wrong?

This is usually due to the fact that an incorrect email address was used when registering or a typographical error was made when you entered your email address. To help us keep our records correct and up to date, you can change your email address through the "My E-Shop Account" at the top of the page or by sending us an email via our "Contact Us" form with your name, phone number and the correct email address. This should allow us to accurately locate your account and correct the error.

How can I contact you?

If you need to reach us, simply use our contact form located under "Contact Us" on the top and bottom menus. We endeavour to respond to all customer service enquiries in a timely, fair, confidential and effective manner.

How do I pay for goods?

We accept any valid Visa or MasterCard as credit card payment options. Alternatively, you may direct deposit into our bank account. In order to assist our order process, we request that you either fax (07) 3378 7095 or email ( your bank confirmation with the appropriate reference number and bank's standard header. Bank Details are provided on the Order Confirmation page prior to completion of the Order Process and also on your Order Confirmation email which is sent immediately after you click the "Confirm Order" button.

Do I require an account to place an order?

It is not necessary to create an account to place an order with us but you will need to enter enough information to allow us to process your order and to contact you if required. It is free to create an account if you wish to do so and can be completed while using the "Check-out" to process your order.

Do I get anything by creating an account?

Creating an account is free and recommended for anyone wishing to place orders with us on a regular basis. It allows members to view orders they have previously created and to reorder based on these past orders. They are also able to modify their account details, view the status of outstanding orders and subscribe to newletters which may contain discount vouchers, important information or upcoming products.

How do I locate the cartridge I want to order?

At we understand that everyone wants to do things differently. For this reason, we have created a number of different ways to locate the cartridge you are looking for. You may use the Brand & Printer Select method located in the top of the left hand menu by selecting the Brand of your printer and then the Model of the Printer. This will display a list of cartridges suitable for your printer. You may use the Manufacturer's Listing also located on the left hand menu. Simply select the Manufacturer and a list of all printers made by this manufacturer will be displayed. The Printer Search box at the top will help you locate the printer you have if you know only part of the Printer's Model Number. For example "i8" would display 3 different printers from Canon with pictures where possible to help identify your printer. Selecting a specific printer from this list will then display the list of suitable cartridges. If your search identifies only 1 printer model, you will be taken directly to the list of suitable cartridges. The Cartridge Search box at the top will help you locate the cartridge you have if you know only part of the Cartridge's Model Number. For example "cli" might display 9 different cartridgess from Canon with pictures where possible to help identify your cartridge. This search method is also handy if you have a set of cartridges with similar model numbers.

When will I receive my order?

Once payment has been confirmed, received or shown deposited as clear funds, goods will be dispatched within 24 business hours. Usually you will receive items no later than 3 working days, often the next day.

How do I know if I qualify for "Free Shipping"?

Our system checks the total value of your order when you "Check-out". At the delivery confirmation screen, if your order is above the "Free Shipping" value we have set, your order will automatically receive free delivery and no delivery charge will appear on your Order Confirmation details.

What if I or my representatives are not available to accept and sign for goods when delivery is attempted by courier?

It is advisable to have someone available to receive your order when it is delivered. If this is not possible to organise at the time of ordering or you are only available at a specific time, please state this in the delivery instructions on the Delivery Information page when "Checking-out" and that you require the order to be left in an easy to locate place that you designate with "Authority To Leave Without Proof Of Delivery Signature". Otherwise, the courier may leave you a note informing you of the delivery attempt and how you might be able to collect your order. Please note that an additional delivery fee may apply for any order which cannot be successfully delivered as per instructions in the first instance.

Do you have stores where I can pick up my order from?

Unfortunately no we do not have conventional stores. This was done on purpose to keep overheads as low as possible in order to keep prices as low as possible. Instead we have a central order facility which sorts orders and allocates them to the dispatch centre for immediate picking and prompt delivery.

My order hasn't been delivered yet? Where is it?

Placing your order and making your payment will ensure your order will be processed, picked and packed as quickly as possible for dispatch. Your order should be delivered to you within 3 working days, often this is the next day. If we have problems processing your order then we will try to contact you, so please ensure you have given us a valid telephone number and email address.

What is Prebate toner?

Some brands supply normal toner cartridges as well as prebate toner cartridges - both are genuine catridges from brand manufacturers with the same yields. The prebate toners are cheaper but the cartridges need to be returned to the manufacturer once empty and the cartridges themselves cannot be refilled.

My ink level-checking software does not work compatibles?

Very occasionally a specific compatible cartridge will print perfectly but will not work with the ink level-checking software on a particular printer. This is the brand manufacturer's way of trying to discourage you from using compatible cartridges. On these rare occasions, turning your printer off and then on again may resolve the problem, but otherwise you will need to physically check the cartridge to determine of there is still ink or toner in it.

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