FastPrinters.com

1-800-570-4533

online web store ofLake Erie Systems
Computing and Printer Solutions
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Frequently Asked Questions


Click on these FAQ's:
1. Why should I register online?
2. How do I retrieve a lost password?
3. How will my personal information be protected?
4. What methods of payment do you accept?
5. What if I don’t want to use a credit card on the internet?
6. How do I place an order?
7. Why is there nothing in my shopping cart?
8. Do you have a minimum order?
9. When will my order ship, and do you have the item in stock to ship today?
10. Where do you ship from?
11. Can I use my own FedEx, UPS or DHL shipping account?
12. What shipping methods do you offer online?
13. Can you ship to overseas countries, Alaska, Hawaii or to a US Military APO/FPO Box?
14. I want to send you a purchase order. Can I get a total with shipping on my order before I send my PO?
15. How can I track my package?
16. Can I get a shipping quote for the items I want to order?
17. Can you ship large quantities of items and quote shipping costs to destinations inside and outside the USA?
18. Do you offer special pricing for resellers?
19. Can you blind drop ship an order to my customer?
20. How do I search for products on your website?
21. What do the different parts classifications mean?
22. What is your warranty policy?
23. Do you offer technical support?
24. How do I return an item?
25. How do I send a printer in for repair?
26. How do I send my core back to you from your advance exchange program?
27. How can I contact you?

 

Why should I register online?
Becoming a registered customer makes ordering quicker and easier. If you register, you will be able to save billing and shipping information, repeat previous orders for quick reorder and track your order and shipping status. Click to
register online.

You are not required to register to purchase online from us.

How do I retrieve a lost password?
To retrieve your password, go to the login & account info page. Enter your Customer ID or email address and click on the "Forgot Password" link. We will email your password to the email address provided when you registered.

How will my personal information be protected?
Lake Erie Systems takes every precaution to protect the privacy of your credit card information. We use PayPal, a leader in secure payment processing, to process all online transactions. You may pay with your credit card or PayPal account. Your credit card information is never transmitted to us. We are committed to customer security and privacy. For more information, please review our privacy policy.

What methods of payment do you accept?
We accept American Express, Discover, MasterCard, Visa, PayPal and Google Checkout (Google Checkout is only available in the continental USA).

We accept Purchase Orders from local, state and federal government agencies including, but not limited to, school districts, hospitals and universities. Non-government organizations may download a credit application for quick approval. Fax your PO or credit application to 814-899-1384.

What if I don’t want to use a credit card on the internet?
It's no problem. Select “Phone Fax” during the check out process and complete your order. We will call you at the phone number provided on your order to obtain credit card information.

How do I place an order?
There are several ways to place your order.

1. You can order online through our secure shopping cart. You do not need to register if you do not wish to do so.
2. You can call us at 800-570-4533 between the hours of 8:30am and 5:15pm EST Monday through Friday to place an order.
3. You can fax your purchase order to 814-899-1384
.

Why is there nothing in my shopping cart?
Items in your shopping cart will be deleted after 15 minutes of inactivity.

Do you have a minimum order?
There is a $25 per order minimum (excluding shipping or handling). For orders under $25, a handling fee of up to $5 will be added to your order.

When will my order ship, and do you have the item in stock to ship today?
We track our fulfillment rates, and presently, we are shipping nearly 90% of all orders on the day the order is submitted. Our site indicates "In Stock" or "Stock Status: Call" on each item next to its price.

"In Stock" indicates an item is in our warehouse or is enroute to us, and will arrive within 2 business day.

"Stock Status: Call" indicates we do not have stock in the warehouse and none are enroute. If you place an order for an item that indicates "Stock Status: Call," we will email you with the estimated ship date on the day the order is placed or, if placed after 4:00pm EST, the next business day. If you have an emergency need for an item that must ship same day, you can call our sales team at 800-570-4533 or use the "Need Help? Ask Live" button that appears on all pages to have our sales team check an item for you.

Our sales team is available to answer your inquiries Monday through Friday from 9:00am to 5:00pm EST. If your order is placed before 3:30pm, we will, in most cases, ship it the same day. We will continue to ship orders placed after 3:30pm up until 5:00pm, but fulfillment will vary by daily shipping volumes, specific packaging requirements, etc. If there is ever a question on when an item can ship, please contact us by phone or use the "Need Help? Ask Live" chat button.

Here are the key cutoff times to observe when placing order for same day shipment:
FedEx Ground: 3:00pm EST
FedEx Priority Overnight, 2Day, Express Saver: 5:00pm EST
UPS Red, Blue, Orange, Ground: 5:00pm EST
DHL International Express: 1pm
EST

Where do you ship from?
The majority of our orders ship from our main warehouse located in Erie, PA. We have other warehouses from which we ship varoius items located throughout the continental USA. The charts below cover shipments from Erie, PA, and the transit times by our primary carriers: FedEx and UPS.

UPS Ground delivery map
FedEx Ground delivery map
   

Can I use my FedEx, UPS or DHL account?
Yes, we are one of the few ecommerce websites that allow you to use your own FedEx, UPS or DHL account during the checkout process. You need to select the "Begin Secure Checkout" button when you are ready to checkout. When you get the step 3 "Select Shipping," you will be able to enter the carrier, method and fill in your account number, and no shipping charge will be added to your order. Note: A handling charge will only be added to orders under $25. There is no shipping or handling charge for orders over $25 when shipped on your account.

What shipping methods do you offer online?
FedEx Express, Fedex Ground and UPS Ground are offered online. Please see the sections below for your shipping location's details.

Our online store will quote the following shipping prices to the continental USA during the checkout process:
(You must enter a physical street address for UPS or FedEx. Neither carrier can deliver to a P.O. Box.)


UPS Ground: 1-6 day delivery, see chart above
FedEx Ground: 1-6 day delivery, see chart above
FedEx Express Saver: 3 day delivery*
FedEx 2Day: Delivery by the end of the 2nd business day
FedEx Priority Overnight: Next day AM or Noon, depending on your location

*Notes on FedEx Saver: This is a 3 day service, and we have made the observation that FedEx will not deliver before 3 days. Pay close attention to the UPS and FedEx ground charts above. It may be cheaper and faster to have the order shipped by ground instead of FedEx Express Saver.

Our online store will quote the following shipping prices to Puerto Rico during the checkout process:
(You must enter a physical street address for UPS or FedEx. Neither carrier can deliver to a P.O. Box.)


UPS Ground: 5-6 day delivery
FedEx 2Day: Delivery by the end of the 2nd business day
FedEx Priority Overnight: Next day AM or Noon, depending on your location

Our online store will quote the following shipping prices to Canada* during the checkout process:
(You must enter a physical street address for UPS or FedEx. Neither carrier can deliver to a P.O. Box.)


UPS Ground: 1-6 day delivery
FedEx 2Day: Delivery by the end of the 2nd business day
FedEx Priority Overnight: Next day AM or Noon, depending on your location

*There are additional costs that will be collected by the carrier at the time the time the package is delivered. These costs are taxes and brokerage fees.

Can you ship to overseas countries, Alaska, Hawaii or the US Military with an APO/FPO box?
Yes, we ship to locations around the globe everyday! Our goal is to provide an accurate, up to date, freight quote to all of our AK, HI and overseas customers.

Here's how it works:
1. Place your order in the online store. (Please use "Begin Secure Checkout" as your checkout method. Google Wallet is only available for customers located in the continental USA at this time.)
2. We will respond with a freight quote via email within 2-3 business hours. A freight payment/acknowledgment form will be attached. (Monday through Friday, 9:00am to 5:00pm EST)
3. Please fax or email back the completed form and your shipment will be processed. Our system will automatically email the tracking number when it ships. Most items ship the same day.

Note: If you have your own freight account, it's even easier. Just indicate your carrier, shipment method and account number. We ship by FedEx, UPS and DHL each business day.

We support our troops overseas:
US Military, APO, FPO locations will be sent a quote via email for the US Mail postage cost. Just follow the same steps above.

I want to send you a purchase order. Can I get a total with shipping on my order before I send my PO?
Sure, you can do this online, and you will not be required to enter or pay with a credit card to complete the order. Here is how to submit an online order and use it as a quote before you send a PO:

Place the order in the online store at FastPrinters.com as you normally would using "Begin Secure Checkout."
When you get to step 2. "Billing/Shipping Info" select "Phone/Fax" as the payment method, then complete the order.
The store will email you a receipt, complete with the shipping cost.

You can then submit this receipt to your purchasing department to issue a purchase order. Please note in the order comments that you are sending a PO. We will hold the order until your PO arrives.

Your organization will need to be approved for terms. Please fill out and submit a credit application.

How can I track my package?
We offer several ways to track your shipment. On the day we ship your package, our system will automatically email a tracking report to the email address assigned to the account. If you are a returning or registered customer with a valid ID and password you can sign into your account and click on the "Order History/Tracking" button when you first sign in. This will give you a list of the most recent order(s) and the ability to track them. An invoice will be email to you as a receipt after the order ships and the invoice will also contain the tracking number.

Can I get a shipping quote for the items I want to order?
Yes, if you are in the continental USA, Puerto Rico or Canada you can use the live shipping calculator as follows:
1. Place all the items in your shopping cart. (No need to register or checkout).
2. Click the "Shipping Calculator" or FedEx truck and either enter your zip code or check "I am in Canada."

If you are outside the above areas:
1. Place your order in the online store. (Please use "Begin Secure Checkout" as your checkout method. Google Wallet is only available for customers located in the continental USA at this time.)
2. We will respond with a freight quote via email within 2-3 business hours. A freight payment/acknowledgment form will be attached.
Our sales staff will respond during regular business hours: Monday through Friday, 9:00am to 5:00pm EST.
3. Please fax or email back the completed form and your shipment will be processed. Our system will automatically email the tracking number when it ships. Most items ship the same day.
 

Note: If you have your own freight account, it's even easier. Just indicate your carrrier, shipment method and account number. We ship by FedEx, UPS and DHL each business day.

We support our troops overseas:
US Military, APO, FPO locations will be sent a quote via email for the US Mail postage cost. Just follow the same steps 1-3 above.

Can you ship large quantities of items and quote shipping costs to destinations inside and outside the USA?
Yes, we can quote shipments too large for UPS/FedEx small parcel carriers to handle.
Please contact our sales team with the item's store link or part number, the total quantity and final delivery address.

We can quote truck freight within the USA, Canada and Mexico. We will need to know if you have a shipping dock or fork lift at your facility. If you do not have a shipping dock or fork lift we will need to add a liftgate charge to the freight quote.

Outside the USA we can quote air cargo or ocean cargo rates.

Do you offer special pricing for resellers?
Resellers, service and maintenance companies and wholesale customers please register if you qualify, or think you may qualify, for reseller pricing. If you are already a Lake Erie Systems customer registering before you order will enable your proper pricing level. We will email you when your account is set up. Reseller accounts are set up Monday through Friday, 9:00am to 5:00pm EST.

If you are located in, or ship to Pennsylvania or Ohio, we will need a copy of your tax exempt certificate (not your W-9) for our files before we can ship your order. If you have questions, please call us at 800-570-4533.

Can you blind drop ship an order to my customer?
Yes, we can blind drop ship orders to your customers. During the checkout process you can check a box "Blind drop ship to my client?" on step 2 where you enter the Billing/Shipping Info. If you would like to send us your packing list to attached to the package you may fax it to 814-899-1384 or email it to our sales team. Please indicate in the order comments you are sending a packing list.

How do I search for a product on your website?
You can easily search for Fusers & Maintenance Kits, Printer Repair Parts, Roller Kits, Toner, Ribbons, Printheads and Sound Enclosures by clicking on the appropriate link in the "Shop by Category" bar on the left of every webpage.

If you know your part number, just enter it in the "Search: Part Number" box a the top of the web page and click "GO."

If you don't know your part number, enter the model number of your printer and a short description of the part you're looking for in the "Search: Keyword" box at the top of the web page and click "GO," i.e. T640 maintenance kit. For a listing of parts for your printer, enter the model number and click "GO."

What do the different parts classifications mean, and what is your warranty policy?
NEW: Brand new equipment, full manufacturer's warranty.

UNUSED: Equipment that is either new, but out of the manufacturer's warranty, or equipment that has been opened, and upon our inspection, appears to have never been actually used. The equipment is usually in the manufacturer's original packaging, and carries a 3- or 6-month Lake Erie Systems return-to-depot warranty, except where explicitly noted in a sales agreement or on our invoice.

REFURBISHED: Equipment that is usually used, and has been inspected and tested by Lake Erie Systems or directly by the manufacturer or their agent. Parts of the equipment which are deemed to be defective or worn, aged or otherwise unsuitable for proper operation may, at our discretion, be repaired or replaced to imporve the operation, quality, reliability or visual appearance of said equipment. Equipment which is represented as refurbished is generally suitable for normal operation. Refurbished equipment is not to be confused with REMANUFACTURED or REBUILT equipment, or any related implications thereof. Equipment sold as refurbished has a 90-day Lake Erie Systems return-to-depot warranty, except where explicitly noted in a sales agreement or on our invoice.

ADVANCE EXCHANGE: When an item is purchased on advance exchange, we ship the item to you at the time the order is placed and issue an RMA (Return Material Authorization) number for the return of your core. Depending on the item, this can be an advance exchange of a new or a refurbished part. An advance exchange requires the return of your defective item within 30 days from date we ship. A return address label and RMA number to reference will be included with your order, unless we are directed otherwise. You are responsible for the return freight. The equipment is covered by a 90-day Lake Erie Systems return-to-depot warranty, except where explicitly noted in a sales agreement or on our invoice.

USED: Equipment that has been previously owned and used. Except where otherwise stated, this equipment is tested (but not refurbished) and deemed suitable for normal operations by Lake Erie Systems. Used equipment is guaranteed to be fully functional, althought some items may have cosmetic defects as would be expected on used equipment, and covered by a 90-day Lake Erie Systems return-to-depot warranty, except where explicitly noted in a sales agreement or on our invoice.

Do you offer technical support?
We offer technical support and parts ID for the majority of the printers and repair parts we sell. You can call us for technical support at 800-570-4533 Monday through Friday, 9:00am to 4:30pm EST. You will be given a tech ticket number by our help desk and be put through to the first available technician.

How do I return an item?
Warranties and returns are processed on our website. All returns require pre-approval. Use the online warranty & returns form to request an RMA (Return material Authorization) number for the return of your product, and we will respond via phone or email. Returns will not be accepted without a valid Return Material Authorization number attached (RMA#).

How do I send a printer in for repair?
Lake Erie Systems has many years experience repairing both laser and dot matrix printers, and has factory trained technicians ready to provide support and repair services.

When sending a printer in for repair, you must first call for an RMA (Return Material Authorization) number at 800-570-4533 (Monday through Friday, 8:30am to 5:15pm EST). Units sent in without an RMA number will not be accepted. Please have the model number of the printer, the serial number and a description of the problem when calling in.

Once your printer has been received and inspected we will call you with an estimate for the repair. The repaired printer will will be returned to you in a timely manner, cleaned and shipped with a test report to ensure the highest quality of service and customer satisfaction. All our repairs are backed by a 90-day warranty.

How do I send my core back to you from your advance exchange program?
Our advance exchange program allows us to ship you the part you need immediately and then you have 30 days to return your core or defective back to us. We recommend you use any carrier that offers tracking such as UPS, Fedex or USPS with "Delivery Confirmation." Alternatively, you may purchase a prepaid return label when you place the order, just add part number: "PRP-LABEL" to your cart before checking out.

How can I contact you?
Should you have other questions or concerns, please call or email us. See our Contact Us page for details.


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