FAQ

Customer service is in our DNA. We love talking with our customers, answering their questions, helping them decide on the proper toner, or assisting however needed. However we recognize that sometimes you don’t have time for a chat — you just have a quick question and you need an answer now.

That’s why we’ve collected questions that clients most frequently ask and put them all together on this FAQ page. Just remember that if you can’t find it here, we’re ready to help you person-to-person at (800) 223-8890.

Frequently Asked Questions (FAQ)

We offer a 2-year warranty on all Diamond and American Patriot Series toner cartridges. All original equipment manufacturer (OEM) products have a 30-day return policy for defective products only; anything past 30 days must be handled directly with the manufacturer. Please see our complete warranty description here.

Yes, we can assist with printer maintenance, service and repair. We also offer Managed Print Services that solve many printing needs.

An invoice is created when we have products going out for tracking purposes for new and replacement orders. However, you will be credited once we receive the RA’d product(s).

Please speak to your salesperson to see what they can do for you. We can’t always beat a low price, but you cannot beat our service!

Yes, we recycle certain products, such as toner cartridges. Just visit our Recycling page for details.

There could be multiple reasons. You may have your printer set to print the highest quality, which uses the most toner. Check your printer and paper settings to make adjustments. If this doesn’t work, please reach out to your sales rep to help troubleshoot and figure out a solution.

To clear the message, please follow these steps for most current Brother printers:

  1. Close the front cover.
  2. Make sure the machine is turned on.
  3. Press (Settings).
  4. Press All Settings (This step might be skipped in some models).
  5. Choose Machine Info or Machine Information => Parts Life.
  6. Press and hold Drum or Drum Life until the machine’s display message changes.
  7. Press Yes.
  8. Press.

For older printers like the HL series that don’t have a screen to navigate through settings, follow these steps:

  1. Make sure the printer is ON.
  2. Open the front cover, press and hold the GO button.
  3. Wait for all the LEDs to light up.
  4. Click the GO button again and close the front cover.

For DCP Models, follow these steps:

  1. Open the front cover and leave the printer ON.
  2. Push and hold the OK button until you see “Drum Unit” written on the screen.
  3. Press OK one more time.
  4. Use the UP arrow to initiate the drum reset.

You probably removed the drum and toner. The toner fits into the drum cartridge, and both are inserted into the printer together.

Remanufactured toner cartridges use the original OEM plastic shell versus a compatible toner cartridge built from the ground up by a 3rd party. Remanufactured toners work as well as the OEM, as all internal working parts are replaced with new parts, and only the plastic shell is reused. Remanufactured toner cartridges are not the same as refilled toner cartridges. We do not advise using refilled toner cartridges. Read more about the differences between remanufactured and compatible toner cartridges.

OEM stands for Original Equipment Manufacturer, which means the toner cartridges are manufactured by HP, Lexmark, Dell, etc.

Remanufactured toner cartridges are made using the original plastic shell or casing. Remanufactured toner cartridges are not the same as refilled toner cartridges. We do not advise using refilled toner cartridges. 

Read more about the differences between remanufactured and OEM toner cartridges.

The toner cartridge with a used chip will work on a printer with any firmware version, whereas a new replacement chip works with printers with updated firmware. The used chip will not allow the printer to show you when the toner is low, but you will know once the printouts start fading.

Should HP issue another firmware update, the new replacement chip toner cartridges already in the supply chain will sometimes not work as they were programmed for the previous firmware version. If you receive new chip toner cartridges that are not working, please look below for instructions to turn off printer updates and the cartridge policy. Next, contact your rep for further assistance with the toner cartridges.

No, you should not, as it does not affect the printer, but it creates issues for compatible toner usage.

How to turn off HP printer automatic updates:

  1. On your printer control panel, click Setup > Printer Maintenance > Update the Printer > Printer Update Options > Do Not Check.
  2. For the question “Do you want to turn on Printer Updates?” select “No” and press “Home.“

If you use a remanufactured cartridge and the policy is not turned off, you may get a “cartridge unrecognized / supply memory error” on your printer’s display, preventing you from printing with the remanufactured cartridge. The instructions below show you how to turn off this policy for different HP laser printers, allowing you to continue printing.

HP Monochrome Laser Printers

  • HP LaserJet Pro M402series and MFP M426 series
  • HP LaserJet Enterprise M506 series
  • HP LaserJet Pro M15a/ M15w/ M28a/M28w/M29w

HP Color Laser Printers

  • HP Color Laserjet Pro M252 series, MFP M277 series and M274
  • HP Color LaserJet Pro M452, MFP M377 and MFP M477series
  • HP Color LaserJet Enterprise M552, M553 and MFP M577series
  • HP Color LaserJet Pro MFP M281, M280 and Pro M254 series

Follow these steps to turn off the policy for the listed printers:

  1. From the “Home Screen” on the printer control panel, swipe the tab at the top of the screen downward to open the “Dashboard”, then touch the “Setup” icon.
  2. Select “System Setup” on the Setup Menu.
  3. Then, select “Supply Settings.”
  4. Then, touch “Cartridge Policy” and select “Off.”
  5. Restart the printer after changing the settings.

If you get an error message like the photo below, try the following steps to turn off the cartridge policy message. These instructions work for these HP laser printers:

  • HP LaserJet Pro M15a / M15w/ M28a /M28w/ M29w printer series.

Follow these steps to change the cartridge policy:

  1. Connect your printer to a computer with a USB cable and click the Windows icon to pull up the menu.
  2. Select the “Devices and Printers” menu.
  3. Double-click the printer icon.
  4. The HP Printer Assistant menu will pop up. Select the “HP Device Toolbox” menu.
  5. Select the “System” category menu, then scroll to and select “Supply Settings.”
  6. Under the “Supply Settings” menu, select “Off” to shut off the cartridge policy.
  7. Restart the printer after changing the cartridge policy settings.

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