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TROY Frequently Asked Questions

Can I order outside of the United States?

Yes, we are able to ship both Domestic and International. Please visit our shipping terms page to learn more.

What if I need to change my order?

We attempt to process your order as quickly as possible. If you would like to change your order please contact our WebSales team directly Monday-Friday 8AM-5PM EST at 866-352-8769.

What do I need to print checks?

When printing checks there are 3 components. You will need a software, MICR fonts, and MICR toner. Our MICR fonts communicate with software through a PCL Escape Sequence. If your software is capable of calling that escape sequence then our MICR fonts, MICR printers, and signatures will work for you.

Where will my order ship from?

Most of our products ship out of our warehouse in Wheeling, WV. There are a select few items that ship from other warehouses. Our shipping cutoff is 2pm EST. All orders after 2pm will not be processed until the following business day. Unless expedite shipping is selected orders will ship within 1-2 business days. 

How long does TROY warranty toner and how is it stored?

TROY honors warranty on cartridges up to 1 year of the purchase date. If you expierence issues with your toner within that year please contact TROY Technical Support at 855-889-1109. The average shelf life on TROY toner is 2 years if the toner is stored in a dry enviroment and out of direct sunlight.

Does TROY offer a recycling program for toner?

We are permitted to use HP's cartridge recycling program. Please click on the following link; HP's Cartridge Recycling Program. It will take you to an area where you can print your recycle labels on your laser printer and tape them to your packaging. You will either need to contact UPS or drop them off at a local location for shipment back to the HP recycle center.

Who do I speak with about a technical issue?

Our technical support team is standing by and happy to help with all issues. They can be reached M-F 8AM-8PM EST. Please feel free to contact them directly at 855-889-1109, or by email at technicalsupport@troygroup.com

What is included with an onsite service contract through TROY?

We offer same day (not available in all locations) and next day service. Same day services consists of a technician being dispatched to your location within 4 business hours. Next day service consists of a technician being dispatched to your location within 9 business hours. The contracts consist of; Break & fix warranty: Technician comes onsite. Covered: Parts and labor on printers that break. Not covered: Wear & tear parts and consumables [I.E. Cartridges, Maintenance Kit parts](fuser assembly, transfer roller, feed rollers).

What happens at the end of my service contract?

Our service contracts are set to auto renewal once the contract comes to an end. If you would like to change or cancel your service please contact our contracts administrator contracts@troygroup.com

Still Have Questions? Contact our Online Sales Team Today