Frequently Asked Questions

Guarantee
At Topshelf Imaging, we are committed to quality and customer satisfaction. All Topshelf products come with a one-year warranty, allowing you to choose between store credit or a replacement. Please note that after 30 days, a restocking fee may apply for exchanges. Replacements must be for the same brand, and Topshelf products cannot be exchanged for OEM items.

Defective Compatible Products
1)Please contact us at support@topshelfimaging.com. 

2)Include invoice number and/or purchase order number and any documentation, such as photos or specific error messages, describing the issue. 

3)We will send out a replacement product, issue a Return Merchandise Authorization (RMA) number and provide a pre-paid return shipping label. 

Defective OEM Products

No exchanges on opened products. Customer must contact the manufacturer direct.

Order Error

Items ordered incorrectly and opened in any way are non-refundable, as we cannot resell opened products. Please double-check your product model and part numbers both when ordering and before opening.

Missing Items

To qualify for a replacement, any incomplete orders, missing packages, or incorrectly received products must be reported to our returns department within 30 days of the original order date.

Unauthorized Returns

Unauthorized returns may result in no credit being issued.

To avoid “cartridge unrecognized” or “supply memory error” messages with Topshelf cartridges, you may need to disable the cartridge policy on your HP laser printer. Follow the instructions below to turn off this policy and continue printing with remanufactured cartridges.

HP Monochrome Laser Printers

• HP LaserJet Pro M402 series and      MFP M426 series
• HP LaserJet Enterprise M506      series
• HP LaserJet Pro M15a, M15w, M28a,      M28w, M29w

HP Color Laser Printers

• HP Color LaserJet Pro M252, MFP      M277, and M274 series
• HP Color LaserJet Pro M452, MFP      M377, and MFP M477 series
• HP Color LaserJet Enterprise      M552, M553, and MFP M577 series
• HP Color LaserJet Pro MFP M281,      M280, and Pro M254 series

Steps to Disable Cartridge Policy

1. On the printer control panel’s      "Home Screen," swipe down from the top to open the      "Dashboard" and tap the "Setup" icon.
2. In the Setup Menu, select “System      Setup.”
3. Choose “Supply Settings.”
4. Tap “Cartridge Policy” and select      “Off.”
5. Restart the printer to apply the      changes.

For printers below, try these steps to turn off the cartridge policy for the HP LaserJet Pro M15a, M15w, M28a, M28w, and M29w series:

1. Connect the printer to your      computer via USB.
2. Open the Start Menu and go to      “Devices and Printers.”
3. Double-click your printer icon.
4. In the HP Printer Assistant menu,      select “HP Device Toolbox.”
5. In the “System” menu, go to      “Supply Settings.”
6. Select “Off” to disable the      cartridge policy.
7. Restart your printer.

Following these steps should allow you to print without errors using remanufactured cartridges.

If message occurs indicating a replacement toner cartridge with an old OEM chip is installed- press "OK" to continue. 

No, you don’t need to enable this setting; it won’t impact the printer’s performance but may cause issues with compatible toner cartridges.

How to Turn Off HP Printer Automatic Updates

1. On your printer control panel, go      to Setup > Printer Maintenance > Update the Printer     > Printer Update Options > Do Not Check.
2. When prompted with “Do you want      to turn on Printer Updates?” select No and press Home to      return to the main screen.

Absolutely! Stock up and save without the hassle—just let us know what you need!

Once your order has shipped, you will receive a tracking number via email. You can use this tracking number to track your package on the carrier's website.

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