Frequently Asked Questions

When should I contact you about low toner?: Contact us as soon as the low-toner warning reaches 20%, so we have time to arrange delivery before you run out.
What information do I need to provide when placing an order?: Please complete all required fields on our Supply Form (Supply Form). You can submit it online or call us at 905-881-4411 if you need assistance.
How long does delivery take for supplies?: Delivery for current supplies is within four business days.
What are my options if I need an urgent delivery?: You may request next-business-day courier service for $25 (orders must be placed before 3:00 pm), subject to supply availability.
Can I pick up supplies myself?: Yes. Pickup is free of charge, subject to supply availability.
Who can I contact with questions about supplies?: Email support@torontodivision.com, call us at 905-881-4411, or visit our contact page.
Will Toronto Division Copiers place orders on my behalf?: We do not place orders for you, but we’re happy to assist you through the ordering process.
How do I participate in the recycling program?: Scan the QR code on your toner box or visit the recycling link to generate a prepaid shipping label:
https://www.kyoceradocumentsolutions.ca/en/support/toner-recycling-program.html
How do I request service?: Complete our Service Request Form, call our office, or email Service@torontodivision.com. Please provide your machine’s model, location, and a detailed description of the issue.
What are your service hours?: Monday–Friday, 8:30 am–5:00 pm (hours may vary on holidays).
What happens after I submit a service request?: We may troubleshoot by phone or request a sample, then dispatch a technician to your location as soon as possible.
When will the technician arrive?: A technician will be dispatched to your location as soon as possible after we’ve reviewed your request.
What occurs after the technician’s visit?: The technician will send a ticket to our operations department to either close or reschedule the appointment; if parts are required, we will reschedule once they arrive.
How are meter readings collected?: If your equipment is connected to the KFS reporting system, we will automatically retrieve your meter readings.
What if the KFS system is not set up or is disconnected?: We will email instructions on how to send us a status page.
What happens if I don’t provide meter readings?: Invoices will be estimated, and after 60 days past due, we can no longer adjust billing.
What are the payment terms for service contracts?: Payment is due within 30 days of the invoice date.
Which payment method do you recommend?: We strongly encourage electronic payments for security and speed.
How do I pay by cheque?: Mail your cheque to:
200-1 Saramia Cres., Concord, ON L4K 3S6
How do I pay by EFT or PAD?: Email Service@torontodivision.com for instructions.
How do I send an Interac e-Transfer?: Send funds to Finance@torontodivision.com, then notify service@torontodivision.com with your reference number.
How do I pay by credit card?: Call 905-881-4411 ext. 115. A 3% processing fee applies.
What should I do if there are lines on my scans or copies?: Gently wipe the slit glass (the long bar next to the scanning glass) with a glass cleaner or damp cloth—do not pour water directly onto the glass.
How do I perform a hard reset on the machine?: Turn off the machine from the panel, power off at the main power button, unplug it for 60 seconds, then plug it back in and power it on.
How can I clear my document queue?: Double-click the printer icon in your system tray, open the print-jobs list, and delete all pending jobs.
How do I replace the waste bottle?: When the black toner runs out, remove the old waste bottle, rotate it 180°, and insert it into the waste-container slot as the new waste bottle.
How do I print and send a status page?: On the control panel, press “System Menu” or “Counter,” select “Report” → “Report Print” → “Status Page,” confirm “Yes,” then email the printed page to support@torontodivision.com.
What is Kyocera’s eco policy?: Find more information on the eco policy here: Eco Policy.
Where can I find white papers on security?: You can download our security white papers here: Security White Papers.
Where can I find more guides?: Check out the How To’s! How To’s.