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How can we help?
Frequently Asked Questions (FAQ)
How to contact us?
You can contact the SHOP customer support team by either calling 877-CANON-77 or by filling out the form below.
Our operating hours are: M-F 8:30 AM to 5:00 PM CST
What comes with the device?
The accessories and configuration for each device can be found when viewing the product details and clicking on the Configuration tab. Accessories, new or pre-owned, can be added to a pre-owned device but existing accessories cannot be removed. Please be advised that each device on this site may have different accessories and configurations, so check carefully to make sure they meet your requirements. See a product you are interested in but it’s missing something? Give us a call at 877-CANON-77 and one of our customer support team members will assist you.
What does the maintenance plan includes?
Toner Inclusive Maintenance Agreement
Toner Inclusive Contract includes toner, maintenance, labor and parts. For additional information, please refer to the terms and conditions of the maintenance agreement.
Toner inclusive agreements begin at date of install. Please allow 2-3 business days for delivery of toner.
What is covered in the warranty when purchasing a pre-owned machine?
Equipment posted for sale on this website is comprised of units that are or will be inspected and tested by trained technicians and covered by a 90 day warranty (see below). Please be aware that some of these machines may have minor discoloration, scratches, or marks.
Equipment posted on this website as “Ready to Ship” has passed inspection by a trained technician and will be ready for shipment within 10 business days or less.
What does PPM mean?
PPM stands for "Pages Per Minute." PPM is used to measure the printing speed of both inkjet and laser printers. Most printers include a PPM rating for both monochrome and color documents. These speed measurements are typically listed in the printer's technical specifications.
What is CPC?
Cost per Copy (CPC) is the charge for service, maintenance, supplies (toner), labor, and parts for equipment under a maintenance agreement. Our CPC pricing excludes staples and paper.
What is myCSA?
myCSA is designed to put everything you need to manage your account at your fingertips. It’s a convenient online tool that is available to you at no additional cost. Whether you have one printer or a whole fleet, myCSA helps save you valuable time. This self-service portal is available 24 hours a day, 7 days a week with capabilities that allow you to view your current fleet status, enter meter reads, place service calls, order supplies and much more from any mobile device, laptop or desktop computer. Please click here for more information.
What if I don’t have a myCSA account?
Don’t have a myCSA account? That's ok, we will automatically create one for you when you purchase equipment on this site as a guest.
Why should I sign in with my myCSA account?
Well for starters, it might save you some time! If you have an existing myCSA account, you will have access to all shipping and billing locations that exists in your account which should make for a quicker checkout process.
What if I forgot my password for myCSA?
No worries! Just go to the myCSA homepage, click on the “forgot password” link and follow the instructions on how to reset your password.
Why is entering my zip code important?
When you enter the ZIP code for where your device will be shipped, you will only see devices that are available in that area. Otherwise, you may see inventory that might not be available for purchase or shipping to your location.
What happens once I place an order?
When your order is ready for delivery, you will be contacted by our warehouse for scheduling. If your order includes a maintenance agreement, you will be contacted by one of our customer support team members to sign the maintenance agreement. We may also reach out to you periodically to ensure your satisfaction. If you have any questions along the way, contact our customer support team at 877-CANON-77.
What does "device sold as is" mean?
All products on this site are published with the current configuration of the device. Accessories, new or Pre-Owned, can be added to a Pre-Owned device but existing accessories cannot be removed. Please be aware that some devices may have minor discoloration, scratches, or marks.
What is the return policy?
If your device is not functioning properly, please refer to the 90 day warranty and/or your maintenance agreement, if applicable. Technical support can be reached by calling 1-800-355-1385 and selecting prompt 1. For all other inquiries, please contact one of our customer support team members at 877-CANON-77.
What are meter reads?
This refers to the number of copies and/or prints on a machine. You can review the meter reads of the device by clicking on the more info link. Meter reads are used by Canon Solutions America to bill for copies made. Having an accurate meter reading will let you know how often the copier has been used. Meter reads can be submitted via myCSA, phone, fax, e-mail or automatically via imageWARE remote (where available). When using myCSA for meter reads, you can receive email alerts to notify you when meter reading due dates are approaching. You can also readily access past meter reads to monitor monthly usage.
How do I order supplies?
If you ordered your device with a maintenance contract, you can easily order supplies within your myCSA account with the click of a button. If you’d rather speak with someone, you can always call 1-800-355-1385 and select prompt 2 to place your order.
How do I order supplies without a maintenance agreement?
If your device does not include a maintenance contract, just call 1-800-355-1385 and select prompt 2 to place your order.
How does billing work?
The total price for products purchased on this site, including sales taxes and delivery/installation charges, is payable by any major credit card. If you have an existing account with Canon Solutions America and wish to discuss other billing options, please contact your existing sales representative. If you are a new customer, you can speak with one of our customer support team members at 877-CANON-77.) Canon Solutions America reserves the right to withhold shipment of any items purchased on this site until full payment of the total price specified is received when due.
What's included in the shipping and handling fee?
The shipping and handling fee includes inside delivery of the device(s) and related accessories. We will contact you to schedule your delivery and review your unique environment. If special rigging is required, we will discuss that with you at the time. Installation Services are provided by Canon Solutions America Field Service Technicians and include all related hardware accessories sold and delivered with the base engine.
How are taxes calculated?
Taxes are calculated based on your shipping location zip code. Please note that final tax charges based on your ship-to zip code will be added to your invoice and may be different from the estimated taxes on your order
What is a configuration?
Device configuration tells you the exact accessories that will be included with the unit. Accessories, new or pre-owned, can be added to a pre-owned device but existing accessories cannot be removed.
Not able to find an answer?
Our customer service representatives are ready to help.
All pictures shown are for illustration purposes only. Actual product may vary based on configuration and accessories. Product availability is subject to change. The products available to you may vary depending on the shipping location selected. Availability, prices and specifications are subject to change without notice.
**The maintenance program is subject to the limitations listed in the Maintenance Agreement that is required to acquire maintenance from Canon Solutions America.
For further details please review the Maintenance Agreement Terms and Conditions.