What information to prepare when requesting a toner refill

Why the details matter

Toner cartridges are designed for specific printer models, and a single printer brand can use dozens of different cartridge codes. Two cartridges that look alike may not fit the same printer. Some cartridges are also built in a way that makes refilling impractical. That is why we confirm suitability and availability before anything else.

When you call with the right information, we can tell you straight away whether to bring the cartridge in, which of our locations to bring it to, or whether a new cartridge is the better option.

Find the printer model

The model name is usually printed on the front or top of the printer, near the brand name. If it has worn off, look for the rating label on the back or underneath, which lists the model and serial number. Write down the full model name with all of its letters and numbers. A description such as “the small black printer in reception” makes it very hard to identify the right cartridge.

Find the cartridge code

With the printer switched on, open the front or top cover and wait until any moving parts stop. Lift out the cartridge and look at the label on its side or top. The cartridge code is usually a short combination of letters and numbers, often printed larger than the rest of the text. Take a clear photo of the label: it is the most reliable way to share the code.

If you would rather not remove the cartridge, the code is often shown in the printer’s settings menu, or on a supplies status page that most printers can print.

Handle used cartridges with care. Keep them level, avoid touching the drum or the opening where toner comes out, and carry them in a bag so loose toner does not spread.

Note how the printer is behaving

Tell us whether the printer reports that toner is low or empty, whether prints are faint, streaked or spotted, and whether it is a colour printer. Print-quality problems are not always caused by toner, so these details help us point you to the right service. Sometimes a repair assessment is more useful than a refill.

Count what you need

If you look after printers for an office, list each printer model with its cartridge codes and the number of cartridges you want refilled or bought. One list that covers every machine saves several phone calls.