| Returns & Exchanges
Online Ordering & Security
Mail and Fax Orders
How To Choose The Right Tape
Real-time Order Tracking
| Order Changes
Merchandise Return Policy
Frequently Asked Questions
Problems With a Ptouch Printer
Manufacturer Support Information
Recycle Used P-touch Cartridges
We understand that there may be times when you will need to return an item to us and we will gladly help with this. The only thing we ask is that you obtain a Return Merchandise Authorization (RMA) number first. This helps us track your return and ensure that it is resolved according to your wishes.
To request an RMA please Complete the RMA request form (or if you'd prefer you can always contact us by phone).
You can return any unopened items for a complete refund if the request is made within 1 year of the purchase date.
Items must be in re-sellable condition. We will refund the price paid for the items returned less the original shipping charge or actual shipping charge if greater than that paid. Also, the customer is responsible for shipping charges to return the item to us. However, if it was our mistake, don't worry, we'll cover the shipping both ways!
Items that have been opened and/or not in re-sellable condition cannot be returned.
High-Value returns ($500 or above) will have a 5% restocking fee.
If you wish to make an exchange, the fastest way is to simply re-order the new items online and then return the items you do not want. To return the items you do not need please Complete the RMA request form.
We will replace defective items 1 year of the original purchase date. We know when something's not working right it's frustrating so we make it easy. When a replacement is sent a pre-paid mailing label will be included for you to use to send back the defective item. You then have 15 days to return the defective item, if the item is not received within that time, you will be charged for the replacement item.
Unfortunately, if you no longer have the defective item we cannot send a replacement.
PtouchDirect.com reserves the right to modify the terms and conditions of this warranty as needed.
To order an item, go to its page and click on the Order button. You will then see your shopping basket with the item in it.
If you prefer, you may download the mail-order form and mail or fax your order to us. Click here to open and print, you can type your information before printing.
To view and print our .pdf Order form, you will need adobe acrobat reader. If you don't have it, you can download it free below.
Direct Stores, Inc.
70 Betton Street
Brewer, Maine 04412
Fax to: (207) 989-0988
Federal Tax ID: 20-8888814
CAGE CODE: 4G3L5
We gladly accept the following forms of payment:
VISA MasterCard Discover American Express PayPal Money orders Cashiers Checks Checks
Address verification is required so ensure you provide a valid billing address while checking out. International credit cards may require additional information to process.
Select PayPal checkout to pay via PayPal.
Money Orders, Cashiers Checks and Checks
Please complete our offline order form and be sure to include your shipping address, telephone number, and e-mail address. Don't forget to include the shipping charge and sales tax where applicable (Maine residents only). We will ship the products after we receive your money order, check or cashiers check and the funds have cleared (typically within 2-4 business days).
Direct Stores, Inc.
70 Betton Street
Brewer, Maine 04412
Not sure what tape fits in your label maker? No problem, we've taken the guesswork out of finding tapes by creating comprehensive P-touch tape guides. These ptouch guides will not only show you which color combinations are available in each size tze tape, tc tape, tx tape and m tape - but most importantly, which label tapes are available for your label maker.
After you finish your on-line order, you will receive an e-mail from PtouchDirect.com confirming your order and showing the ordered items plus payment and shipping method information. When we send your order out, you will receive another e-mail confirming shipment and the Delivery Conformation or Tracking Number if applicable. Once the carrier has picked up the shipment, you can find the exact location of the package by clicking the package-tracking number link on the shipping confirmation e-mail.
It is very rare but happens now and again - if your order has not arrived after 14 days and you think it may have been lost by the carrier, please contact us for further instructions.
Orders canceled before 3 p.m. (Eastern) on the day of the order, will receive a complete refund. Orders canceled after 3 p.m. will receive a full refund (less shipping).
My printer shows one of the following, what does it mean?
- TZ/TZe 9/64-1/2"
- TZ/TZe 9/64-3/4"
- TZ/TZe 9/64-1"
This is simply the tapes sizes that will fit in your printer, i.e., 9/64", 1/4", 3/8" etc. The first number is the smallest tape and the last is the largest tape compatible with your printer (you can use any tape sizes that fall in-between).
How thick are TZe tapes?
TZe tapes are around 160 micro meters in thickness but this varies slightly by tape type.
Which color tape is recommended for high temperatures?
When I remove the label will messy adhesive remain? How can I remove it?
Tapes can be removed from most materials with relative ease leaving little or no adhesive on the material. Extreme heat, humidity and certain chemicals may result in some residual adhesive being left but this can be removed in most cases with Ethanol.
What is the shelf life of an unused TZe tape?
The shelf life of an unused TZe tape is indefinitely as long as they remain in their original sealed packages and are stored under the following conditions:
1. Kept out of direct sunlight.
2. Temperatures ranging from –10 degrees C to + 45 degrees C.
3. Humidity ranging from 5% to 80%.
4. Kept away from direct exposure to water and/or chemicals.
Do TZe tapes contain chloride?
No chloride materials are used in the cassette case, tape or ink.
Do TZe tapes create any outgasing?
The following gases may be produced when labels are in a hot environment such as in front of an air conditioner toluene, n-butanol, 2-ethylhexyl alcohol, butyl carbinol acetate. These levels are however very low.
Can TZe tapes be submerged in alcohol?
Submersion of TZe tapes in alcohol is not recommended for extended periods due to the possible deterioration of the tape adhesive.
Is it safe to burn a P-touch label?
Although there may be some halogen in TZe tapes, it is of a very low level making it safe to burn TZe tapes.
Do TZe tapes contain silicone?
Since the tape liner itself is silicone coated on both sides, there is a chance that small amounts of silicone may remain on the adhesive layer underneath the label even after the liner is peeled off.
Do TZe tapes create static electricity?
When peeling off the tape liner there may be some very low levels of static electricity.
Do TZe tapes contain vinyl chlorine?
TZ laminated tapes contain very low levels of residual chlorine.
Which color tape fades the least?
Brother recommends M931/TZeS951/TZeS961 (Black on matte silver) as our most fade resistant tape. Fluorescent tapes are not recommended.
Do TZe tapes contain latex?
TZ tape uses acryl based adhesive materials and do not include latex.
Does TZ tape contain lead?
There is no lead in the cassette case, tape or ink.
Can TZe tapes be used on circuit boards?
We do not recommend that TZe tapes are used on circuit boards due to the sensitivity of circuit boards to dust, static electricity and acid (although these are at very low levels in TZe tapes)
Can TZe tapes be used on copper?
As adhesive materials used in our tape are acrylic and weakly acid we do not recommend that TZe tapes are used on copper.
How long should security tape be attached before peeling off?
We recommend that TZe security tape is affixed for at least 24 hours in order to work effectively.
A number of Brother's TZe tapes have been tested by Underwriters Laboratories, a renowned independent testing laboratory. Our tapes have passed their rigorous safety standards and gained UL certification and we continue to test more tapes. For latest certification details and a list of certified tapes please contact your local Brother office.
We sell Brother ptouch labels and can offer support for problems with ptouch label tapes but do not do any technical support for p-touch printers. However, you can contact Brother's Technical Support and get the help you need at 1-877-478-6824 or at:
We sell Brother labels, Dymo LabelWriter labels and Seiko supplies but do not have support for problems with label printers. For these types of problems, including software downloads you'll need to contact the manufacturer directly. We have put together a list of manufacturer support numbers and links below for your convenience:
|Brother||Brother Ptouch Support||1-877-276-8437|
| P-touch Windows 7 Compatibility / Update Information
P-touch Windows 8 Compatibility / Update Information
P-touch Macintosh® OSX 10.7 Lion Compatibility
P-touch Macintosh® OSX 10.8 Mountain Lion Compatibility
Brother currently has a recycling program in place for used Brother branded consumable items. Some of the select components that are returned to Brother will be remanufactured. Others are broken down so that all of the appropriate metal and plastic components can be recycled. Contact Brother at 877-276-8437 for more information.