Get Toner – Frequently Asked Questions
Have questions about ink, toner, printers, shipping or returns? You're in the right place. Below you'll find answers to the most common questions our Canadian customers ask us.
General Questions
Who is GetToner.ca?
Get Toner is a proudly Canadian online store specializing in affordable ink and toner cartridges, laser printers, and office technology for homes and businesses across Canada. We're based in Edmonton, Alberta and serve customers coast to coast.
Where are you located?
Our main office and returns department are located in Edmonton, Alberta:
Get Toner
Attn: Returns Department
21003-100 Ave NW Suite 102
Edmonton, Alberta, T5T 5X8
Canada
What brands do you carry?
We carry a wide range of OEM and compatible supplies for major brands including Brother, HP, Canon, Epson, Xerox and Lexmark, along with selected other manufacturers. Our catalog includes both ink and toner cartridges, drums, maintenance kits, printers and office tech.
Do you sell printers as well as toner?
Yes. In addition to ink and toner cartridges, we also sell printers and multifunction devices for both home and business use. You'll find them under our "Printers & MFPs" collection.
What are your customer service hours?
Our team is available Monday to Friday, 9:00 AM – 5:00 PM MST for sales, order, and support inquiries.
How can I contact you?
You can reach us by email using the following addresses:
- Sales & Order Inquiries: orders@gettoner.ca
- Returns & Warranty Claims: returns@gettoner.ca
- General Help & Service Requests: help@gettoner.ca
You can also use the contact form on our Contact Us page.
Products, Compatibility & Finding the Right Cartridge
What's the difference between OEM and compatible cartridges?
OEM (Original Equipment Manufacturer) cartridges are made by the printer manufacturer, such as HP, Brother, Canon or Xerox. They are the "official" cartridges for your device. Compatible cartridges are third-party cartridges designed to work in your printer model. They typically offer significant cost savings compared to OEM, while still providing reliable print quality for everyday use.
Are compatible toner cartridges safe to use?
Yes. Our compatible toner cartridges are sourced from trusted manufacturers and are designed to work with specific printer models. They are a popular choice for customers looking to reduce their cost-per-page without sacrificing day-to-day print quality. If you're running a mission-critical colour device or a leased printer that requires OEM, we also stock genuine supplies.
Will a compatible toner cartridge void my printer warranty in Canada?
No. Under Canadian competition law, printer manufacturers cannot void your warranty simply because you used a compatible toner cartridge. They would need to prove the compatible cartridge directly caused the damage — which is extremely rare with quality compatible toner from a reputable supplier like Get Toner.ca.
How do I find the right toner or ink for my printer?
The easiest way to find the right cartridge is to: (1) locate your printer model number (usually on a label on the front or bottom of the printer), (2) type your printer model or current cartridge number into the search bar on GetToner.ca, and (3) choose from the compatible or OEM cartridges shown for that device. If you're not sure, contact us with your printer model and we'll help you choose the correct cartridge.
What does "page yield" mean on a toner cartridge?
Page yield is the estimated number of pages a cartridge will print before running out, measured under ISO standard conditions at 5% page coverage (a typical business document). Higher yield cartridges cost more upfront but deliver a lower cost per page, making them more economical for high-volume printing.
What is the cost per page for laser vs inkjet printing?
Laser printing with toner is generally much cheaper per page than inkjet — typically $0.01–$0.05 per page for laser vs $0.05–$0.25 for inkjet. For offices or home users printing more than 100 pages per month, a laser printer with toner is almost always the more economical long-term choice.
What's the difference between a toner cartridge and a drum unit?
A toner cartridge holds the toner powder used to create the image on paper. A drum unit (also called an imaging unit) is a separate component that transfers the toner onto the page using an electrostatic process. Some printers combine both into one unit, while others — especially Brother and Lexmark models — keep them separate, meaning you replace them independently. Drum units typically last through several toner cartridge replacements.
When should I replace my drum unit?
Most drum units last 10,000–50,000 pages depending on the printer model. Your printer will usually display a drum warning light or error message when it's time to replace it. Signs of a worn drum include streaks, spots, or faded areas on printed pages that persist even after replacing the toner cartridge.
How should I store unused toner cartridges?
Store toner cartridges in a cool, dry place away from direct sunlight and heat sources, ideally in their original sealed packaging. Avoid storing them in areas with high humidity or temperature fluctuations. Properly stored toner cartridges can last 2–3 years without degrading in quality.
Do you sell drums and maintenance kits as well?
Yes. For many printer models we offer drums, imaging units, maintenance kits and other consumable parts. These are usually listed alongside toner cartridges for the same printer series.
Can you help me choose a new printer for my home or office?
Absolutely. We sell and lease business-class printers and multifunction devices and can recommend a model based on your print volume, colour needs and budget. Reach out to our team with a quick overview of how you print, and we'll provide options.
Printer Troubleshooting
Why are my prints faded or streaky?
Faded or streaky prints on a laser printer usually indicate low toner, a worn drum unit, or a dirty fuser. Try gently shaking the toner cartridge side to side to redistribute remaining toner as a temporary fix. If the problem persists after replacing the toner, the drum unit or fuser may need replacement. Get Toner.ca carries drum units and fusers for all major brands.
Why is my printer printing blank pages?
Blank pages from a laser printer typically mean the toner cartridge is empty, improperly seated, or the protective seal was not removed during installation. Remove the cartridge, reseat it firmly, and if the problem persists, replace it with a new one.
Why is my printer showing as offline?
Windows sometimes sets printers to offline mode unexpectedly. Fix it by going to Control Panel > Devices and Printers, right-clicking your printer, selecting "See what's printing", then clicking Printer in the menu bar and unchecking "Use Printer Offline". Also try restarting both your printer and computer.
Can I recycle toner cartridges in Canada?
Yes. Most major manufacturers including HP, Brother, and Canon offer free cartridge recycling programs in Canada. Many office supply retailers also accept used cartridges for recycling. Recycling toner cartridges keeps hazardous materials out of landfills and is an easy way for Canadian businesses to reduce their environmental footprint.
Orders & Payments
What payment methods do you accept?
We accept a wide range of secure payment methods, including Visa, Mastercard, American Express, Discover, Diners Club, PayPal, Apple Pay, Google Pay, Shop Pay, and Afterpay (where available).
Are your prices in Canadian dollars?
Yes. All prices on GetToner.ca are listed in Canadian dollars (CAD). Applicable taxes are calculated and shown at checkout based on your shipping address within Canada.
Is my payment information secure?
Yes. Our store is hosted on Shopify and uses industry-standard security, including PCI-DSS compliant payment processing and SSL encryption for all transactions. Your payment details are encrypted and handled securely by our payment providers.
Can I change or cancel my order after placing it?
If you need to change or cancel an order, please contact us as soon as possible with your order number. We'll do our best to help, but once an order has been packed or shipped, changes may no longer be possible.
Do you offer any discounts or promotions?
Yes. We regularly run promotions on selected printers, toner, and office tech. You can also subscribe to our email list for $10 off your first order and receive updates on sales and special offers.
Do you offer a price match or best price guarantee?
Yes. We offer a Best Price Guarantee on the products we sell. If you find a lower advertised price from an authorized Canadian retailer, we'll match it. To request a price match, email us with a link or screenshot of the competing offer.
Shipping & Delivery
Where do you ship?
We currently ship orders across Canada — from British Columbia to Newfoundland, including remote locations and territories. At this time, we do not ship outside of Canada.
What are your shipping rates?
- Ink & toner orders over $100 (before tax): Free shipping within Canada.
- Printers, electronics & office tech: Standard flat shipping of $14.99.
- Ink & toner orders under $100: A standard flat shipping rate is calculated at checkout based on your location and the weight of your order.
How long will delivery take?
- Western Canada: 1–3 business days
- Eastern Canada: 2–5 business days
- Remote locations: 3–7 business days
These are estimates and may vary depending on the carrier and your exact location.
How quickly do you ship orders?
Orders are processed Monday to Friday. Orders placed before 12:00 PM MST typically ship the same business day. Orders placed after 12:00 PM MST, or on weekends or holidays, usually ship the next business day.
Will I receive tracking information?
Yes. We use reliable national carriers and provide tracking numbers for all shipments. Your tracking details will be emailed to you once your order has shipped.
Do you ship to P.O. boxes?
Whether we can ship to P.O. boxes may depend on the carrier and the products ordered. If you need delivery to a P.O. box, please contact us before placing your order so we can confirm options.
Returns, Exchanges & Warranty
What is your return policy?
If you need to return a product, please contact us first to request a Return Merchandise Authorization (RMA). We'll provide instructions on how to return your item and review eligibility based on our Refund Policy.
How do I request a return?
To request a return, please email us with your order number and details of the issue at rma@gettoner.ca. Returned packages must include your order number (ORD#) in the subject line or inside the packaging.
Where do I send returns?
Get Toner
Attn: Returns Department
21003-100 Ave NW Suite 102
Edmonton, Alberta, T5T 5X8
Canada
What if my cartridge arrives damaged or defective?
If your product arrives damaged or appears defective, please contact us as soon as possible with your order number, a description of the issue, and photos if available. Our team will work with you to arrange a replacement or refund where applicable.
Can I return an opened toner or ink cartridge?
Because toner and ink are consumable products, returns on opened items may be limited. Unopened and unused cartridges in original packaging are easier to approve for return. For full details, please refer to our Refund Policy or contact our returns team before shipping anything back.
Subscriptions, Managed Print & Business Customers
Do you offer recurring or subscription orders for toner?
For selected products, you may see options for recurring or deferred purchases at checkout, allowing you to receive regular shipments based on your chosen frequency. If you're interested in setting up auto-replenishment for your business, contact us and we can review your options.
Do you offer managed print or cost-per-page programs?
Yes. Our SmartPrint managed print programs are designed so you never have to worry about buying toner again. We provide toner, drums, parts and onsite repairs for a predictable cost-per-copy rate on supported devices — ideal for busy Canadian offices that want to simplify print management and budgeting.
Can you support business accounts and larger fleets of printers?
Yes. We work with businesses of all sizes, from home offices to multi-location organizations across Canada. If you manage multiple devices, high print volumes or need help standardizing supplies, reach out to us to discuss a tailored program.
Privacy & Security
How do you use my personal information?
We collect information such as your name, address and email address to process orders, arrange delivery and support your purchases. Additional details about how we collect, use and protect your data are available in our Privacy Policy.
Is my data protected?
Yes. Our store is hosted on Shopify, and we follow industry best practices to safeguard your information. Your payment information is encrypted, and our site uses SSL technology. We also comply with PCI-DSS standards for secure payment processing.
How can I update or delete my information?
If you'd like to access, correct, amend or delete any personal information we have about you, please contact our Privacy Compliance Officer at orders@gettoner.ca or by mail at our Edmonton address listed above.
Still Have Questions?
What if my question isn't answered here?
If you don't see your question in this FAQ, please reach out. Our team is happy to help with product selection, order issues, business accounts and anything else related to your printing needs in Canada. You can contact us by email or through our Contact Us page.