Customer service

Frequently asked questions (FAQ)

What type of paper am I using?

Different types of printers use different types of paper rolls. You must use the correct style of paper for your printer. First, you need to determine what type of printer you have*:

  • Dot Matrix Printer:  This type of printer needs an inked ribbon to print. This type of printer uses plain paper rolls, either bond (1 ply) or carbonless (2 or 3 ply), depending upon your requirements.
  • Thermal Printer: This type of printer uses heat to activate chemicals impregnated in the paper to print and does not use ink. This printer uses thermal paper rolls.

*Hint: If you are unsure of the type of paper that you need, scratch a little of the existing roll with your fingernail. If it marks clearly, that is thermal paper. 

How do I measure my paper rolls to ensure I’m ordering the correct size?

When you are measuring your rolls to get the sizing to pass along either to a Sales Representative or to find your paper on the website, you need to follow the picture below. You need to measure the width of the receipt from one end to the other, then the diameter of the roll on the side, and you may need to measure the inner or outer core depending on your machine.

Standard inner core size is 7/16 inches and normally the thermal coating is on the outside of the roll. With some ATM rolls and Cash Register rolls requirements maybe different like thermal coating on the inside of the rolls, a 1 inch inner core, and etc., any and all specifications will be on product’s information on the website.

***Please note that all measurements are approximate and are based on solid wall cores not honeycomb cores***

What is Thermal Paper?

Standard inner core size is 7/16 inches and normally the thermal coating is on the outside of the roll. With some ATM rolls and Cash Register rolls requirements maybe different like thermal coating on the inside of the rolls, a 1 inch inner core, and etc., any and all specifications will be on product’s information on the website.

Do you provide BPA free thermal paper?

All thermal paper at Maxwell is completely BPA free and all of the boxes are noted as such. 

What is the correct way to store my thermal paper?

The best way to store your rolls is in a dark, cool, dry place like a supplies cupboard or in a drawer near to where the machine is located. Putting them near a heat source (like a hot water heater, furnace, computer equipment, etc) or in light (out in direct sunlight or in a room that is brightly lit for long periods of time, etc) will cause the thermal coating to discolour and to fade.

What’s the shelf life and the image life of my thermal paper?

If all conditions are met the shelf life of the paper is up to seven years. As well once the thermal paper has been used the image life of the paper is up to seven years as long as all storage conditions are met.  If the conditions aren’t met then that will change how long the shelf and image life are.

What can I try if my thermal paper doesn’t image?

First thing, make sure the paper is placed in the printer correctly if it is thermal paper the side that has the coating that allows the image to appear should be facing outward. If that does not resolve the issue try another roll in the machine if it is still not working take out the roll and take your fingernail and scratch it. If a faint line appears where you scratched call into your provider and speak to Technical Support to get further instruction, if nothing call into a Sales Associate and they will guide you from there. 

How many transactions do I get from a roll of paper?

How many transactions you get is really going to depend on how you use your machine. If you are using a debit machine it depends of the terminal type that you are using and how often you are using it but on average without printing reports you can get 30-50 transactions per roll with a standard size debit paper roll. With ATM, Cash Registers and Printers the number of transactions per roll varies greatly, so if you want to know please call in and speak with a Sales Associate.

How often should I clean my debit terminal?

If your terminal is in a high volume location it should be cleaned about every month or so, but if it is a lower volume terminal you should only do it once every six months. Maxwell offers magnetic strip cleaners and is included in some POS kits.  Click HERE for Cleaning Cards

What if the product I am looking for isn’t listed?

If what you are looking for isn’t on the website, call in and speak with a Sales Associate 1-800-561-6406 and they will find what you need.

Do you offer Custom Printed Rolls and other products?

Maxwell offers a variety customer printed rolls on all sizes and types of paper rolls for your debit, cash and receipt printer. We also carry Ink and Toner for your computer printer, copier and fax machine, and a number of other products to help maintain and secure your debit terminal. Please call into our Sales Support Team for further details. Click HERE for Inks & Toners 

How do I contact your Sales Support Team?

You can call in to 1-800-561-6406 and then option 1 after the language prompt.  We have both English and French speaking representatives happy to answer all your questions. If you are unable to call you can always email us your questions or comments via our Questions and Comments section and we will get back to you within 24 to 48 hours. 

Is there a minimum order?

The minimum order is $20 for us to be able to ship out before shipping and taxes.

How long will it take to receive my order?

Depending where in Canada you are located, the average time is approximately 2-7 business days, unless otherwise specified at check out.

How do you ship your orders and how much is it going to cost?

We ship all over Canada either by Courier or by Canada Post. We offer free standard ground shipping for all orders over $100 before tax and excluding remote locations. If you are unsure about the shipping cost, simply add desired products to your cart and select check out. The shipping charges will be calculated and will appear under the subtotal. 

What are my payment options?

Maxwell accepts all major credit cards and COD.  Other options for payment are available but you need to speak with a Sales Associate.

Can you Invoice me?

Please call in and speak to our Sales team for terms and conditions for the Invoicing Program.

How do I track my order?

You will be provided with a link and a tracking number when your order has been placed and verified.

When will I recEive MY invoice?

The details of your order will be emailed to you upon completion of your order online. If you require any further information please contact the Maxwell Sales team. 

What is your return/refund policy?

Our refund and return policy can be found here

Who has access to my information?

At Maxwell do not share our customer’s information with any other company for any reason under any circumstances. Click HERE for more information