Frequently Asked Questions

After completing your order, you will receive your invoice by email. Please also check your spam folder if the message does not appear in your inbox.

For orders with a customer account:
You can download your invoice anytime through your customer account – both on desktop and mobile devices. Simply go to your order overview or the specific order detail page.

For guest orders:
If you placed your order without a customer account, you can access your invoice via the following link: Guest Order Tracking.

If you cannot find your invoice or accidentally deleted it, please contact us via our contact form and provide your order number.

Note: Some email providers, such as Outlook, use very strict spam filters. In rare cases, this may prevent emails from being delivered.

Since we have joined the One-Stop-Shop (OSS) scheme, the value-added tax (VAT) of the respective country applies to orders from private individuals.

Example 1: You are a private customer ordering from Germany. In this case, you pay the German VAT of 19%.

Example 2: You are a private customer ordering from Austria. In this case, you pay the Austrian VAT of 20%.

Example 3: You are a private customer ordering from Spain. In this case, you pay the Spanish VAT of 21%.

If you are a business customer, you have the option to place your order under the reverse-charge procedure. For this, you need a valid VAT ID number, which you can enter in the second step of the checkout under 'Addresses'.

Unfortunately, it is technically not possible for us to change the payment method of an order that has already been placed in the online shop. However, we can offer you two options to pay via PayPal.

Option 1: We will send you a payment link via email, which allows you to conveniently pay via PayPal. Please notify us by email that you wish to pay via PayPal and provide your order number. We will send you the payment link immediately.

Option 2: (easier & faster): You can transfer the payment directly to our PayPal account. Please use our email address store@tonerstore.at as the recipient. Also provide your order number so that we can correctly allocate the payment. If you inform us after the payment that you have paid via PayPal, the process can be accelerated.

Once the payment has been received in our PayPal account, we can record it for your order.

We hope this information is helpful. If you have any further questions, please do not hesitate to contact us.

Sometimes, the order confirmation from PayPal or other payment providers may not be sent immediately. If you do not receive a confirmation email after completing your order, please be patient. Usually, this process takes no longer than 30 minutes. Once the payment confirmation reaches us, our system updates the order status and sends an email notification.

You can obtain your return label in our returns portal

1. Provide your postal code and order number
2. If your order is not older than 30 days, you should be able to proceed with the next steps
3. Click on "Request Return" afterwards
4. You will receive a free return label (if eligible), please print it out and attach it to your shipment.

For businesses located abroad, we offer the option to process orders without value-added tax (VAT). On the order page, in the second step of address entry, there is a specific field where you can enter your VAT identification number (UID). Please make sure to enter the number correctly and provide your address accurately, as the data will be checked in real-time.

It is important to provide the VAT identification number in the correct formatting. For example, the UID should be formatted as follows: DE1111111 - please do not use spaces or other special characters.

In some cases, it may not be possible to verify the VAT identification number immediately. If this is the case, please try again at a later time. Alternatively, you can also send us an email or include a note with your order so that we can manually process your order.