Frequently Asked Questions

WHAT IS THERMAL POS PAPER?

Standard inner core size is 7/16 inches and the thermal coating is normally on the outside of the roll.  Requirements for some ATM rolls and cash register paper rolls may be different; including thermal coating on the inside of the rolls, or a 1-inch inner core.

DO YOU PROVIDE BPA FREE THERMAL PAPER?

All thermal paper at Maxwell is completely BPA free as indicated our packaging.

WHAT IS THE CORRECT WAY TO STORE MY THERMAL PAPER?

Thermal paper products should be stored in a dark place at a relative humidity between 45 % and 65 % and a temperature below 25°C to assure satisfactory performance for at least three years from the date of manufacture. It’s always handy to store your POS supplies in a location close to your POS system.

WHAT’S THE SHELF LIFE AND IMAGE LIFE OF MY THERMAL PAPER?

If all conditions are met, the shelf life of the POS paper and image are up to seven years. The shelf life and image life/quality can alter if the conditions noted above are not met.

WHAT CAN I TRY IF MY THERMAL PAPER DOESN’T IMAGE?

Firstly, make sure the POS 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 in most cases be facing outward. If that does not resolve the issue try another paper roll in the machine.  If it is still not working take the roll out of the POS machine and scratch it with a fingernail. If a faint line appears where you scratched, contact a Maxwell Sales Representative who can assist with further trouble shooting. Maxwell Sales Representatives can be reached by email or call us at 1-800-561-6406 from 9am to 5pm EST Monday through Friday.

You can also try contacting your POS hardware supplier who will also be able to provide technical support.

HOW MANY TRANSACTIONS DO I GET FROM A PAPER ROLL?

The number of transactions printed per roll depends on the POS system hardware that the paper is being used with.  However, if you are using a debit machine, a standard size debit paper roll generally prints 30-50 transactions per roll (not including printing reports).

With ATM, Cash Registers and Printers, the number of transactions per paper roll varies significantly. If you need assistance estimating the number of paper rolls you need to order, contact a Maxwell Sales Representative by e-mail or call us at 1-800-561-6406 from 9am to 5pm EST Monday through Friday.

HOW OFTEN SHOULD I CLEAN MY POS TERMINAL?

If you have a high-volume POS transaction terminal, it should be cleaned monthly but if is lower volume, you may only need to clean it every six months. Maxwell strongly recommends using a POS cleaning card to clean your POS terminal. Cleaning cards for both magnetic strip and chip readers are provided with our POS convenience kits or can be purchased separately. Click here to view our available POS cleaning cards. We also offer specific POS cleaning products for maintaining the exterior of your POS equipment.

WHAT IF THE PRODUCT I AM LOOKING FOR ISN’T LISTED on the website?

Maxwell has a number of POS and printing products available that aren’t currently listed on this website. Please call a Maxwell Sales Representative if the product you’re looking for isn’t listed and we will be happy to help you source it. Maxwell Sales Representatives can be reached by e-mail at any time or call us at 1-800-561-6406 from 9am to 5pm EST Monday through Friday.

 DO YOU OFFER CUSTOM PRINTED POS ROLLS AND OTHER PRODUCTS?

Maxwell offers a variety of custom printed rolls on all sizes and types of paper rolls for your debit, cash and receipt printer.  All custom orders must be placed via telephone. To place a custom order please contact a Maxwell Sales Representatives at 1-800-561-6406 from 9am to 5pm EST Monday through Friday.

WHAT IS THE DIFFERENCE BETWEEN PRINTER INK AND TONER?

Ink is liquid and made for inkjet printers. Toner is a very fine powder made for laser printers. Inkjet printer cartridges are typically cheaper than laser printer cartridges, but laser printer ink tends to last longer. Check out our selection of printer inks, toners and ribbons. If you need assistance finding the right product for your printer, contact a Maxwell Sales Representatives via e-mail or call us at 1-800-561-6406 from 9am to 5pm EST Monday through Friday.

HOW DO I CONTACT A MAXWELL SALES REPRESENTATIVE?

To speak to a Maxwell Sales Representative call 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.

Maxwell Sales Representatives may also be contacted via email at sales@maxwellmedia.com. We will endeavor to respond within 24 to 48 hours.  

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

Please refer to our Shipping Policy for information on dispatch and delivery.

HOW DO YOU SHIP YOUR ORDERS AND HOW MUCH IS IT GOING TO COST?

Our preferred shipping carriers are Canada Post, UPS and Canpar. Shipping rates are calculated based on desired product and shipping location. Shipping charges are calculated and appear under the subtotal at customer check out.

Please review our Shipping Policy if you have any further questions on shipping or contact a Maxwell Sales Representatives via  e-mail or call us at 1-800-561-6406 from 9am to 5pm EST Monday through Friday.

WHAT ARE MY PAYMENT OPTIONS?

We accept Visa, Master Card and Amex. If you are interested in any other payment option, please contact a Maxwell Sales Representative by e-mail or call us at 1-800-561-6406 from 9am to 5pm EST Monday through Friday.

HOW DO I TRACK MY ORDER?

Upon purchase, a tracking link and number will be provided. If you need to make changes to your delivery details once the purchase has been made, please contact the shipping provider.  If you did not receive tracking information, please contact a Maxwell Sales Representative by e-mail or call us at 1-800-561-6406 from 9am to 5pm EST Monday through Friday.

WHEN WILL I RECEIVE MY INVOICE?

Upon purchase, a receipt will automatically be emailed to the e-mail address provided within your account. If you do not receive a receipt, please contact a Maxwell Sales Representative by email or call us at 1-800-561-6406 from 9am to 5pm EST Monday through Friday.

WHAT IS YOUR RETURN/REFUND POLICY?

For information and instructions on making a return, please refer to our Returns Policy. If you have any questions, please contact a Maxwell Sales Representative by e-mail or call us at 1-800-561-6406 from 9am to 5pm EST Monday through Friday.

WHO HAS ACCESS TO MY INFORMATION?

We abide by a strict Privacy Policy and will not share or distribute our customer’s information with any other company, for any reason, under any circumstances. Our complete Privacy Policy is available here.