Frequently Asked Questions (FAQ)
Find quick answers about products, pricing, returns, shipping, repairs, technical support, and custom solutions. If you do not see what you need, our team is always happy to help. J. O’Brien works with businesses, schools, healthcare organizations, and government agencies to provide identification and security solutions that fit real-world operational needs.
Helpful Information Before You Reach Out
We’ve expanded this FAQ to answer common questions about ordering, pricing, service, repairs, product sourcing, custom work, and ongoing technical support.
What I’m looking for is not on the website. Can you help me?
Absolutely. Our website highlights many of our most popular items, but it does not represent our full product line.
We can help source additional products, recommend alternatives, and assist with custom badge designs, printer supplies, access control products, and broader security solutions.
Contact us by phone or email and let us know what you need — we’ll help point you in the right direction.
I see a term called “MSRP” on some products. What does that mean?
MSRP stands for Manufacturer’s Suggested Retail Price. It is established by the manufacturer for that item.
On eligible products, you may be able to view your lower price by adding the item to your cart.
I have a better price, rebate, or special offer from someone else. Will you match it?
Please contact one of our customer service representatives. We will make every effort to accommodate you and review your request based on the item, quantity, manufacturer policies, and current promotions.
Email customerservice@jobrien.com or call (877) 379-8844.
How do I return or exchange a product?
All returns and exchanges require a Return Material Authorization (RMA).
Please review our Return Policy details or contact your representative before sending anything back so we can help guide the process and avoid delays.
For assistance, email customerservice@jobrien.com.
When will my order be shipped?
We maintain a large inventory in our New Jersey warehouse, and many orders ship within 2 business days, pending credit card approval and product availability.
Shipping timelines may vary for custom products, special-order items, or manufacturer-direct shipments.
Do you offer products that are made in the USA?
Yes. We manufacture badge accessories at our New Jersey facility.
USA-manufactured items are labeled on our site with the “Made in the USA” logo. If you have specific sourcing requirements, please contact your representative.
You can also reach us through the contact page.
Is the information I provide safe? How will it be used?
The safety and privacy of your information are very important to us. We will never misuse your personal information.
Please review our Privacy Policy for complete details on how your information is handled and protected.
Can you help with custom badges, cards, or identification products?
Yes. We specialize in helping customers with custom badge designs, ID card solutions, credential accessories, and related security products.
Depending on your needs, we can assist with:
- Custom badge layouts and branding
- ID card printing solutions
- Credential accessories and supplies
- Recommendations for ongoing badge issuance programs
Do you repair ID card printers and provide maintenance support?
Yes. Our technical support team provides printer repair, maintenance, troubleshooting, and related technical services for ID card printer operations.
Support options may include:
- In-house repair services
- On-site support in eligible service areas
- Remote and phone-based assistance
- Preventative maintenance support
Do you offer software setup, installation, or training?
Yes. Our team can assist with software setup, installation, and training for various ID printing and issuance systems.
We can often support customers through remote sessions, on-site help, demonstrations before purchase, and new-user training.
Do you offer on-site technical service?
Yes. On-site service is available for many support situations, and businesses within a 50-mile radius of our New Jersey headquarters may be eligible for onsite printer repair and maintenance.
Contact us to confirm service availability for your location and equipment.
Can you support large organizations, schools, healthcare facilities, or government agencies?
Yes. J. O’Brien supports a wide range of organizations, including corporations, schools, healthcare facilities, and government agencies.
We can help with both standard purchasing needs and more complex security or identification programs that require planning, support, and long-term service.
Do you offer warranty service or extended support options?
Yes. Depending on the product and manufacturer, warranty support and repair services may be available through our technical services team.
We may also be able to help with preventative maintenance plans, service arrangements, and product-specific support options.
Can I speak with someone before I buy?
Absolutely. We regularly help customers compare options, understand product differences, evaluate compatibility, and choose solutions that fit their security and identification goals.
Our team can also demonstrate certain solutions before purchase when appropriate.
How do I know which printer, supplies, or software are right for my organization?
The right setup depends on your card volume, security requirements, software needs, maintenance expectations, and future growth plans.
We can help assess your requirements and recommend a solution that fits both current needs and long-term expansion.
How quickly can I get help if I have a technical issue?
Response times depend on the type of issue, service availability, and whether your support need is remote, phone-based, in-house, or on-site.
For the fastest assistance, call (877) 379-8844 or email support@jobrien.com with details about your equipment and issue.
We’re Happy to Answer Additional Questions
If you do not see your question here, our team can help with product recommendations, pricing, custom solutions, technical support, and order assistance.