Frequently Asked Questions

Top Questions


How do I order?

 Orders can be placed on our website or simply by calling Customer service at (877) 322-7768.

How do I create an account online?

Click on Create an Account button under the Log In tab. Fill in your personal information and then click on Submit to finish your account registration.

What payment methods do you accept?

For online orders through our website, we accept credit or debit card payments with Visa, MasterCard, American Express or Discover. We also accept PayPal for online orders.

Can I mail my order to you?

We only accept orders by mail if they are purchase orders for a school or educational institution. They can be mailed to 19850 Nordhoff Place, Chatsworth, CA 91311, or you can email us a copy of the purchase order to [email protected] Any other orders mailed in that are not purchase orders will not be processed.

Please provide us with the First Name, Last Name associated with your account and best contact telephone number or email so that we can confirm your order has been processed and shipped.

When will my credit card be charged?

Your credit card is charged immediately after the order has been placed on our website or over the phone with Customer Service.

Can I get a copy of my invoice?

You can obtain an invoice of your order after you checked out online. Also, you are more than welcome to call us at (877) 322-7768 and any of our Customer Service Representatives will be more than happy to send you a copy via email. Please keep in mind an invoice is enclosed in your package when placing orders with us. 

What does "backorder" mean?

“Backorder” means that your product is not currently in stock.  However, Carrotink is rarely on back order.

My Account

How do I edit my account information?

To edit your account information please select “My Account” located on the top right of home page. Then you will see “Personal Profile” or “Address” and you can make all necessary changes there.

What if I forgot my password?

If you have forgotten your password, you may go on the login page and simply click on “ Click here to Reset/Recover Password.” Once you do this it will prompt you to another window which will ask for your email address where your new password will be sent to.

I am a returning customer, why does your site not recognize my login address?

There are two reasons why your login address is not being recognized. The first reason can be you recently changed your email address and haven’t updated the new email to your account. The second reason could be your account has been disabled. If that’s the case please contact our Customer Service line at (877) 322-7768 and one of our representatives will be more than happy to help you access your account and get you started with us.

 Can I change my email address for login purposes?

Yes, you may change your email address at any time. By simply clicking “My Account” located at the top right side of  Log in to your account with your old email address, then select “Personal Profile” to change your email address.

Order Status

I just placed my order, when will it ship?

 Orders placed before 3:00 PM Pacific time will be shipped the same day.

How do I track my order?

Once your order ships, we will send you a “Shipment Notification” via email. This notice will include the tracking number and the link of the carrier’s website. You may also track your package by logging into our website, all information about your most recent order is available immediately when you log in to your account

If my order is on "back order" when will it ship?

If your order does contain a backorder item, we will not ship your order until all items are in stock unless specified different by customer. Usually one of our Representatives will contact customer via email/phone giving customer the option to ship complete or ship the order with the items currently available and then shipping the backorder item when it becomes available in stock.

How do I cancel my order?

To cancel your order, please contact our Customer Service Department at (877) 322-7768. Please remember that once your order has been shipped we cannot cancel it, but it can be returned for a refund if cartridges are sealed in its original packaging.

If you need to cancel an order which has been placed over the weekend, or during non-operating hours it is best to call our Customer Service Department when we open to ensure we don't ship the items out. If you send an email, there is the possibility that the order will not be canceled on time, and will still ship. If this happens, you only need to return the order to us, and once we receive the items back we will process a refund in the order amount.


What shipping methods do you offer?

We offer 3 shipping methods. Standard USPS (3-8 business days), FedEx Ground (1-4 Business Days), FedEx 2-Day (Up to 2 Business Days), and FedEx Overnight (Up to 1 Business Day)

How much is my shipping?

Standard USPS shipping is FREE for all states other than Hawaii, Alaska, Puerto Rico, Guam, and all other U.S. territories, if you place an order with a subtotal of $40.00 or greater. Shipping rates only apply for orders under $40.00.. Starting shipping rates are as follows:

Standard USPS $3.95 (A shipping fee for Hawaii, Alaska, Guam, Puerto Rico, and other U.S. Territories will be charged at our discretion)

FedEx Ground - (Shipping prices vary depending on the destination, and weight of the package)

FedEx 2- Day – (Shipping prices vary depending on the state order is being shipped to and weight of package)

FedEx Overnight - (Shipping prices vary depending on the state order is being shipped to and weight of package).

Please keep in mind Rates increase based upon the weight of package.

Do you ship internationally?

Carrot Ink only ships to the US, its territories and US military/diplomatic addresses.


What is your return policy?

If you are ever not 100% satisfied with your purchase, we may offer you a replacement, or you may return it for a full refund of the purchase price.

OEM products and refurbished printers are excluded from our 1-Year money back guarantee. All OEM products purchased from can be returned for a refund, or requested to be replaced within 30-days from the customers original purchase date. Refurbished printers come with a 90-day warranty from the initial date of purchase.

How do I return my product?

If you would like to return one of our products we ask that you contact our customer service department at 877-322-7768 or by email at [email protected] and obtain a Return Merchandise Authorization (RMA) number first. This helps us track your return and ensure that you receive proper credit and resolution for whatever reason you are returning the product.

OEM products and refurbished printers are excluded from our 1-Year money back guarantee. All OEM products purchased from can be returned for a refund, or requested to be replaced within 30-days from the customers original purchase date. Refurbished printers come with a 90-day warranty from the initial date of purchase.

What if I received the wrong product?

If you ever receive the wrong product, please contact our customer service department at 877-322-7768 or by email at [email protected]. We will immediately send out the correct product along with a prepaid return label to return the incorrect item to us.

Does have a guarantee? strives to offer a 100% satisfaction guarantee on our Carrot Ink brand of products to all of our customers.

General Product Information

Will your products void my printer warranty?

No, none of our products will void your printer warranty.

What is the shelf life of your cartridges?

All of our inkjet cartridges have an expiration date printed on their packaging. A cartridge is good for approximately 2 years if stored properly.

What is a compatible cartridge?

A compatible cartridge is a newly manufactured cartridge that are manufactured to fit your printer.

What is an OEM cartridge?

An OEM cartridge is a "name brand" cartridge from one of the printer manufacturers (OEM is an abbreviation for "Original Equipment Manufacturer").

What Is Page Yield?

Page yield is the estimated number of pages a cartridge will print, based on the amount of ink it contains and how much ink the printer uses. It is an estimate, not a strict number, and it can be influenced by the quality of paper used. More importantly, just because the page-yield is listed as 500 pages (or any number) DOES NOT mean you will print that many pages. Page yields are estimated based on 5% page coverage. This means that when the ink cartridge is tested for how many pages it can print before empty, only 5% of the paper is covered in ink. This is done for every piece of paper until the ink cartridge runs out, and that is how the page yield number comes to be. It is simply an estimate on what you could possibly get with the perfection conditions, but since every user is different, some people printing may never even get close to those amount of pages.

What Does High Yield Capacity Mean?

High yield is a classification of page yield (the estimated number of pages a cartridge will print). There are four main classifications of page yield: standard, high yield, extra high yield, and jumbo. The two most common classifications are standard and high yield. Ninety-five percent or more of our ink cartridges are either standard yield or high yield. A standard yield cartridge is just that: standard, or average. It will print the standard or average amount of pages. A high yield cartridge contains more ink and will print more pages than a standard yield cartridge. High yield cartridges will usually print double the number of pages as a standard yield cartridge. Extra high yield cartridges will print more pages than a high yield cartridge, and jumbo yield cartridges will print more pages than an extra high yield cartridge. Extra high yield and jumbo yield cartridges are rare and are only made for a handful of printers.

What is a remanufactured cartridge?

Remanufactured cartridges are recycled cartridges. Consumers and businesses donate their used ink cartridges to recycling centers, who then sell those used cartridges to companies like ours. We disassemble those used cartridges, clean them thoroughly, and refill them with our secret blend of proprietary ink. The end result is a cartridge that looks and performs as good as new, with a shiny exterior and ink that is fresh and sparkling.

People buy remanufactured cartridges because they deliver the same print quality and the same page yield as genuine name-brand cartridges, but are priced far less. An added benefit to using remanufactured cartridges is the positive effect they have on the environment.

What Are Compatible Cartridges?

Compatible cartridges are new cartridges that are not made by the name-brand manufacturer of your printer. For instance, a compatible Canon cartridge is a new cartridge that is made by a non-Canon company. You may have also heard the term "OEM cartridge." OEM stands for Original Equipment Manufacturer. An OEM Canon cartridge is a cartridge made by Canon. Compatible cartridges are not OEM cartridges. Like remanufactured cartridges, people buy compatible cartridges because they deliver print quality equal to OEM cartridges, but cost far less.

How do I find the correct cartridge for my printer?

To find the correct cartridge for your printer simply type your cartridge number into our search box. You can also find the correct cartridge by clicking on the make and then model of your printer or by calling one of our customer service representatives at (877) 322-7768 or emailing us at [email protected].

Do you sell laser toner?

Yes, we sell our compatible and remanufactured laser toner for many laser printers.


Why does my printer say “low on ink” after replacing my ink cartridge?

Your printer may not recognize the correct ink levels because it is holding the memory from the previously used cartridges. However, a printer reset should resolve the recognition problem.

To reset your printer please follow these instructions:

• Remove ALL cartridges
• Turn off printer
• Unplug the printer from the power source for a full 10 minutes
• Plug the printer back into the power source
• Reinstall all cartridges

How should I clean my printer if a cartridge spills or leaks?

To clean spilled ink out of your printer first turn off your printer and unplug it. Then, dampen a lint free cloth and gently wipe the nozzles and surrounding areas where the ink may have spilled. This is also the best way to clean nozzles on which you have dried ink. We DO NOT  recommend using any type of household cleaning fluid.

How do I contact your customer service for troubleshooting tips?

For troubleshooting tips, please contact one of our knowledgeable customer service representatives at (877) 322-7768 or by email at [email protected] or “Chat Live” by clicking the link on the header of our website.

Promotions and Discounts

How can I find out about any special promotions or new products you may offer?

To find out about our latest special promotions and new products please sign up to receive our newsletter. If you currently have an account with us you should receive weekly emails containing coupons. You can also visit our homepage at

How often do you offer special promotions or discounts?

For our current customers we offer weekly specials emailed directly to them. We also have great money saving seasonal promotions for all of those pictures and cards to be printed.

Do you have a newsletter?

Yes, please visit our home page and sign up to receive our weekly newsletter.

How do I remove myself from your email list?

To remove your address from the promotional email list please email [email protected] and include "Unsubscribe" in the subject line. Your request will be processed and address will be removed.

Company Information

How do I contact customer service?

To contact customer service please call us at 877-322-7768 or email us at [email protected]. You may also use our online "Chat Live" feature during regular business hours. We're happy to assist you in any way possible.

What are your hours of operation?

Our customer service hours of operation are Monday through Friday 8:00am -5:00pm PST.

Where are you located? is located in beautiful Southern California at 19850 Nordhoff Pl, Chatsworth, CA 91311

How long have you been in business? has been in business since June of 1998.

Need help?
Call 1-888-679-9416
M-F 7am-5pm PT.

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