Frequently Asked Questions
We know how important it is for you to trust us, so we thought we’d compile a list of some of our frequently asked questions to put your mind at ease.
Frequently Asked Questions
I want to place an order over the phone. Can I do this?
Yes, you can place an order over the phone as long as you have placed at least one order with us in the past via our website to verify your details.
I paid for next day delivery, but my order hasn’t arrived.
Next day delivery is not a guaranteed service. We always endeavour to get your order shipped out on time; however, we cannot accept liability for delayed orders once it has left our building.
I’ve ordered after 2pm. When will my order be shipped?
Our cut-off time for guaranteed same day shipping is 2pm, Monday to Friday (excluding bank holidays and public holidays). If you order after this time, your order will be shipped on the next working day. During peak and seasonal times, please ensure you allow additional time for us to process and dispatch your goods.
Can I return my order?
Yes, you can return your order as long as it is within 30 days of you receiving it and the packaging is unopened. Your refund may be subject to administration fees. You can read more on our returns policy.
How do I book technical support?
You will need to call our customer service team on 01329 835500 to book in a technical call-back. This can take up to 48 hours; however, during peak times of the year, it could take longer.
I booked a technical support call-back, but never received a call. Can I chase this up?
If it is more than 48 hours since your request and you still haven’t received a call, please call our customer service team on 01329 835500 who can chase this up for you.
Can you repair my printer?
As long as your printer is one of the three brands we stock, then you can book your printer in for repair; however, we cannot guarantee that we can actually repair it. This can be for a number of reasons, including spare parts not being available, unable to diagnose the problem, or the printer is simply too old. We will endeavour to repair your printer on-site; however, there are some cases where we may have to send your printer to the manufacturer for repair.
Do you sell anything other than Citizen, Mitsubishi, or HiTi?
At this time, we currently do not sell any other products belonging to other brands. However, this isn’t to say we won’t consider this in the future.
What driver do I need for my printer?
You can download the printer drivers directly from the manufacturer website. We have a list of all of them here. It is very easy to find the relevant, most up-to-date driver for your printer and computer operating system.
I need support with my printing software.
Unfortunately, any problems you face using your printing software (for example, ID Photos Pro 8) cannot be fixed by us. You will need to contact the manufacturer directly.
I have excess paper. Can I buy more ribbon?
Paper and ribbon cannot be purchased separately. All boxes of media are supplied with more paper than ribbon to allow the cut-offs and clean prints.
Any other questions, please contact our friendly customer service team on 01329 835500 or email salesdept@systeminsight.com.