<section class="cms-page-wrapper">
<div class="container">
<div class="page-title-wrapper">
<h1 class="page-title">Frequently Asked Questions</h1>
</div>
<ul class="faq-accordion-list">
<li>
<h3>General Questions</h3>
<div class="answer">
<div class="faq-content">
<h5>How can I know if the products available on worx.sa are genuine?</h5>
<p>We are authorized from manufacturer to sell every item available on the website and we deal only with main manufacturer directly or authorized suppliers while for some products (Konica Minolta &amp; Sharp copiers) we are the exclusive seller in Saudi.</p>
</div>
<div class="faq-content">
<h5>Where do I find my device unique number?</h5>
<p>We define a unique number for each device we install/serve. The number is handwritten on sticker in front of the copier that has Hoshan/Worx logo.</p>
</div>
<div class="faq-content">
<h5>Where do I find the copier model?</h5>
<p>In front of your copier search for a number looks like (Bizhub C360i, C266, MXM-265V).</p>
</div>
<div class="faq-content">
<h5>How can I know the toner number for my copier/printer?</h5>
<p>You can use the tool available on the homepage the “Toner Finder” by inserting your copier/printer model/unique number.</p>
<p>Or</p>
<p>If you purchased the copier from worx.sa earlier, you can sign into My Devices page and select your copier/printer from the list and click on order consumables.</p>
<p>Or</p>
<p>You can insert your copier/printer model in the search bar on any page to see all the products/items related to this copier/printer.</p>
</div>
<div class="faq-content">
<h5>How can I know the best copier/printer for me?</h5>
<p>First you must know:</p>
<p>&nbsp;</p>
<div class="cms-content-wrap">
<ul class="list">
<li>If your printouts will be all black or you need color as well</li>
<li>Number of users</li>
<li>Monthly print volume</li>
</ul>
</div>
<p>&nbsp;</p>
<p>Then:</p>
<p>Use the chat tool to talk to our customer care to guide you with the best copier/printer that suits your needs.</p>
<p>Or</p>
<p>You can send us your message from Contact us Page so our sales consultancy team will contact you to answer your questions and/or assign a meeting with you.</p>
</div>
</div>
</li>
<li>
<h3>Service</h3>
<div class="answer">
<div class="faq-content">
<h5>How can I request maintenance to my copier/printer?</h5>
<p>If you purchased the copier/printer from worx.sa earlier then you can go to My Devices page and select for your copier/printer and click on request a service.</p>
<p>Or</p>
<p>Get your unique number or brand and model then:</p>
<div class="cms-content-wrap">
<ul class="list">
<li>Chat with us using the chat tool to submit a request for you, or</li>
<li>Sign in and visit My Maintenace Requests page and create a new request, or</li>
<li>Fill and submit a new request from Maintenance Request page.</li>
</ul>
</div>
<p>&nbsp;</p>
</div>
<div class="faq-content">
<h5>Can I request maintenance even if I didn’t buy the copier/printer from you? How?</h5>
<p>We are an exclusive service provider to Konica Minolta and Sharp and while for Lexmark printers we are an authorized service provider in Saudi. You can raise a request from Maintenance Request page in which you can see all the products that we cover.</p>
</div>
<div class="faq-content">
<h5>How can I track a maintenance request?</h5>
<p>If you raised your maintenance request from worx.sa, then you can go to my My Maintenance Requests page and get the update on the status of your request.</p>
<p>Or</p>
<p>You can chat with us using the chat tool and our customer care team will update you with the status.</p>
</div>
<div class="faq-content">
<h5>How can I pay for maintenance quotation?</h5>
<p>When a quotation for maintenance is ready you should receive an email from us with a link to pay online.</p>
<p>Or</p>
<p>You can transfer the value of the quotation to:</p>
<div class="cms-content-wrap">
<ul>
<li>Bank: SABB</li>
<li>Beneficiary Name: Office Products Co. LTD</li>
<li>IBAN: SA04-4500-0000-8960-4184-5001</li>
<li>then share the transfer document to sales@worx.sa with the request number and we will take care from there. You can always track the status from My Maintenance Requests page and if the status of the request is changed from “Waiting for Payment” to “Processing” it means that we received your payment.</li>
</ul>
</div>
<p>&nbsp;</p>
</div>
<div class="faq-content">
<h5>What is the warranty policy for the products on the website?</h5>
<p>All copiers/printers on worx.sa includes 24 months warranty and “Next Working Day On Site Support”.</p>
</div>
<div class="faq-content">
<h5>Can I extend the warranty on my copier?</h5>
<p>Yes, and you can choose and apply for a different type of service plans from Service Plans page.</p>
</div>
<div class="faq-content">
<h5>What are the service plans types? How do I request a service plan?</h5>
<p>Our service plans range from an agreement for a limited number of visits to an agreement that includes consumables, spare parts and technical fees needed, in addition we can customize the plan as per your requirements and needs.</p>
<p>Fill in your request on the Service Plans page and submit it then we will contact you.</p>
</div>
</div>
</li>
<li>
<h3>Orders</h3>
<div class="answer">
<div class="faq-content">
<h5>What is required to confirm the order?</h5>
<p>&nbsp;</p>
<div class="cms-content-wrap">
<ul>
<li>1. Sign in or register.</li>
<li>2. Payment through (Mada, Visa, Mastercard).</li>
<li>3. Clear and correct shipping and billing address.</li>
</ul>
</div>
<p>&nbsp;</p>
</div>
<div class="faq-content">
<h5>What are the available payment methods?</h5>
<p>Mada</p>
<p>Credit cards (Visa, Mastercard)</p>
<p>Cash on delivery (for consumables only)</p>
</div>
<div class="faq-content">
<h5>Can I cancel my order online?</h5>
<p>Yes, by sending us a request on Contact Us Page and we will process it if your cancel request meets our <a href="javascript:void(0);" onclick="location.href='{{store url="return-and-exchange-policy"}}'">return &amp; exchange policy</a>.</p>
</div>
<div class="faq-content">
<h5>How can I track my order?</h5>
<p>Sign into <a href="javasctipt: vaoid(0);" onclick="location.href='{{store url="sales/order/history"}}'">My Orders page</a> and you can track and see the statuses of all orders..</p>
</div>
<div class="faq-content">
<h5>How can I refund after the cancelation of my order?</h5>
<p>A refund is not an automated process, and it will take us to validate then approve your cancellation request then to process it manually and it may take up to 45 days to refund order or part of order value based on card used and your bank policy.</p>
</div>
<div class="faq-content">
<h5>What should I do if I received a wrong product?</h5>
<p>We are sorry, please do not open the box and share your complaint immediately on the <a href="javascript: void(0);" onclick="location.href='{{store url="sales/order/history"}}'">Contact Us page</a> and we will solve it as soon as possible.</p>
<p>Or</p>
<p>Talk to us using the chat tool and our customer care team will work to solve your issue.</p>
</div>
</div>
</li>
<li>
<h3>My Account</h3>
<div class="answer">
<div class="faq-content">
<h5>Should I sign in/register to order products or service from worx.sa?</h5>
<p>Yes, to complete the order/request.</p>
<p>You can sign in/register from Sign in page or using the one-time-password method to sign in by the registered mobile number.</p>
</div>
<div class="faq-content">
<h5>How can I reset my password?</h5>
<p>Click on Forgot Password page to <a href="javascript: void(0);" onclick="location.href='{{store url="customer/account/forgotpassword/"}}'">reset your password</a>.</p>
<p>Or</p>
<p>You can use the OTP method to sign in with the registered mobile number.</p>
</div>
<div class="faq-content">
<h5>Can I change my information after registration?</h5>
<p>Yes, by signing into <a href="javascript: void(0);" onclick="location.href='{{store url="customer/account"}}'">My Information page</a>.</p>
</div>
</div>
</li>
<li>
<h3>Delivery</h3>
<div class="answer">
<div class="faq-content">
<h5>Who delivers my order?</h5>
<p>We have a full team with all capabilities to deliver all products available on worx.sa in addition to partnerships with international logistics companies.</p>
</div>
<div class="faq-content">
<h5>How long does it take to receive an order?</h5>
<p>In general, we commit to deliver the order maximum by the next working day of the order date if it is processed.</p>
</div>
<div class="faq-content">
<h5>Can I combine many orders together?</h5>
<p>No, every order has its own number and tracking number. There is a chance of receiving many shipments for one order due to the products’ size, but it will all be in one tracking number.</p>
</div>
<div class="faq-content">
<h5>Can I edit the delivery address after I complete my order?</h5>
<p>Not from the orders page.</p>
<p>Chat with our customer care using the chat tool or send us your request on <a href="javascript: void(0);" onclick="location.href='{{store url="contact"}}'">Contact Us page</a>.</p>
</div>
<div class="faq-content">
<h5>What is required to prepare the site before delivery?</h5>
<p>You can read the site preparations in your order confirmation email. “To ensure there will be no delay in delivery and installation, below are required:</p>
<div class="cms-content-wrap">
<ul class="list">
<li>Access permission to our technical and delivery team.</li>
<li>Enough space where the machine will be installed.</li>
<li>Near electrical socket.</li>
<li>Near network socket.</li>
<li>Access to the main user computer.”</li>
</ul>
</div>
<p>&nbsp;</p>
</div>
</div>
</li>
<li>
<h3>Rental Plans</h3>
<div class="answer">
<div class="faq-content">
<h5>What is the rental plan service?</h5>
<p>This service is created to supply small and medium business offices by monthly recurring payments with copier/printer including service agreement.</p>
</div>
<div class="faq-content">
<h5>What are the differences between the rental plans? And how can I choose?</h5>
<p>First, you must know your monthly print usage/consumption to choose easily then choose the plan which defines the number of clicks (printouts) for 24 months. You can read the comparison between plans in <a href="javascript: void(0);" onclick="location.href='{{store url="subscribe/index/index"}}'">Rental Plan Page</a>.</p>
</div>
<div class="faq-content">
<h5>What are the documents needed to process a rental request?</h5>
<p>A sales consultant will contact you once you confirm your request and will ask you to send him below documents to process your request:</p>
<div class="cms-content-wrap">
<ul class="list">
<li>Owner Id</li>
<li>Commercial registration</li>
<li>Membership certificate in commercial chamber</li>
<li>VAT registration certificate.</li>
</ul>
</div>
<p>&nbsp;</p>
</div>
<div class="faq-content">
<h5>How can I request maintenance for my current rented device?</h5>
<p>Please follow below steps:</p>
<div class="cms-content-wrap">
<ul>
<li>1. Go to <a href="javascript: void(0);" onclick="location.href='{{store url="subscribe/index/index"}}'">My Rented Devices page</a> after sign in.</li>
<li>2. Select your subscription ID number.</li>
<li>3. Click on request service.</li>
<li>4. Select issue type and submit request.</li>
<li>5.Use the same steps to track your requests.</li>
</ul>
</div>
<p>&nbsp;</p>
<p>Or</p>
<p>You can submit your request using the chat tool available on worx.sa. Our customer care will take your request and confirm the submission.</p>
</div>
<div class="faq-content">
<h5>How can I submit my monthly payment online?</h5>
<p>Payments for this model are deducted automatically from the credit account you used in submitting the request on every due date.</p>
<p>If you want to change the card details used earlier, please chat with us using the chat tool on worx.sa or send us your inquiry using <a href="javascript: void(0);" onclick="location.href='{{store url="contact"}}'">Contact Us Page</a>.</p>
</div>
</div>
</li>
</ul>
</div>
</section>