Supplies Frequently Asked QuestionsHow can I protect myself from office supply scams, such as "Toner Phoner" telemarketing fraud?
Toner Phoners are telemarketers who misrepresent themselves as Xerox representatives. They may have some information about your equipment when they call you, but they will ask you for more information, or to reorder supplies. Then they ship you supplies you did not order (which often are not genuine Xerox supplies), invoice you for more than the supplies pricing, and employ aggressive tactics to collect money. You may not be obligated to pay for the goods received under these circumstances. Read our Toner Phoner Facts to learn how to protect your business from supplies telemarketing fraud.
Do I need to know the reorder number to search for supplies?
No. You can search for supplies using the name/model number of the equipment for which you are buying supplies.
How do I know if a product is in stock?
Unless otherwise noted on the product page, the product is in inventory and available for purchase.
How can I order parts for my machine?
Contact the Logistics Customer Support Center at 1-800-828-5881 in the United States, or 1-800-668-5326 in Canada.
How is my sales tax calculated?
The sales tax shown on your online order total is an estimate. The actual tax amount will appear on your credit card statement. Xerox cannot accept tax exempt orders online unless you are a registered My Supplies customer and the customer number that was used in your My Supplies registration process is on file as tax exempt. All other customers who want to place a tax exempt order should call the Xerox Supplies Center at 1-800-822-2200.
Can I be invoiced for the supplies I purchase versus using a credit card?
Yes, if you are a registered My Supplies customer and are logged into My Supplies. In addition, as a My Supplies customer you can fill in your billing and shipping information once and the site will remember you the next time you login. Learn more about My Supplies.
How do you determine whether to charge sales tax?
Sales tax is applied to all ship to locations in the continental United States and the surrounding U.S. territories. Since Xerox has a sales office in all of these locations, we are required to apply sales tax to all online orders.
What are the shipping rates?
Shipping is FREE for all supplies orders placed on xerox.com; however orders of $500 or less before sales tax will be charged a $10 handling fee. Please note that this does not apply to orders for Phaser and other network printer supplies purchased from www.office.xerox.com.
Please Note: We cannot accept web orders from outside the continental 48 United States. To order supplies in Alaska, Hawaii, Puerto Rico, Guam etc. please call 1-800-822-2200.
How can I tell that my order went through?
You will receive an e-mail confirmation that contains your order number.
If I place an order for an item on backorder, do you charge my credit card?
Your credit card will not be charged until your order has shipped. If you have ordered multiple supplies, you will be charged only for the supply item or items that have shipped.
When can I expect delivery?
Supplies that are ordered online and are in stock will ship within 1-3 business days via ground transportation. Service kits ordered online will ship within 1-5 business days. Next day or 2nd day air shipments are not currently available for orders placed online. For express delivery service, please call the Xerox Supplies Center at 1-800-822-2200.
How do I check on the status of my order?
To check the status of orders purchased online or by telephone, you may use the Xerox Order Status Service.
What is the policy on returns and exchanges?
Supplies can be returned for credit or exchange up to 60 days after the invoice date. After 60 days, supplies may be returned only if Xerox identifies a defect in product materials or workmanship. Xerox will refund the price of the item(s) plus sales tax charged. Shipping andhandling charges will not be refunded. A 20% restocking fee applies for returns due to customer error and contract cancellations. To return or exchange a product, call Xerox at 1-888-339-7887 and request a Return Authorization Number. We cannot accept any returned supply products without a Return Authorization Number. All returned supply products must be in complete, unopened cartons and in good, saleable condition.
What is the policy on product resale?
Xerox supplies sold online are for customer use only within the United States. Resale of Xerox supplies is expressly prohibited.
Who do I call if I have a problem with placing a supply order?
If you are having difficulty placing an order, contact a Xerox representative at 1-800-822-2200.
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