Returns
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 you the price you paid for the items you return. The original shipping charge will not be refunded unless we made a mistake with your order. Also, you are responsible for the shipping charges to return the item to us.

Items that have been opened and/or not in re-sellable condition cannot be returned.

Exchanges
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.

Defective Items
We will replace defective items 1 year of the original purchase date.  When a replacement is sent a pre-paid mailing label will be included for you to use to send back the defective item.  Unfortunately, if you no longer have the defective item we cannot send a replacement.  To request replacement parts please Complete the RMA request form.

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.

From the shopping basket, you can add more items, or place your order. When you place your order, you'll see a page where you are asked to enter your name, address, and credit card number. Fill out all of the fields, and click Place Order.

We use Stronghold secure server through the Yahoo shopping service, the second-best-selling secure server software, and in our opinion, technically the best product. It supports industry-standard 128-bit SSL encryption. When you enter your credit card number into the order form, it is transmitted across the Internet in an encrypted (scrambled) form, and decoded when it gets to us.

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 tz 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.

Lost Shipments

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).

Returns Without RMA
We cannot accept returns without an RMA number so please contact us before sending products back. To get authorization contact us at:

RMA Procedure

1. Email or 1-877-978-6824 to request an RMA
2. We will issue a Return Merchandise Authorization number (RMA).
3. Pack items securely. Write your name and the RMA number on the shipping label and enclose the completed RMA form.
4. We recommend using carriers like UPS or FedEx because they provide tracking numbers. If you send the package through US mail, please use the Delivery Confirmation service. Customers are responsible for the secure return of merchandise and for return shipping charges. PtouchDirect.com will not be responsible for packages lost by the carrier.  PtouchDirect.com will pay for shipping of replacement merchandise.
5. Refunds require up to one week to process.
6. We will not notify you when a credit is issued to your account, so please check your credit card statement for confirmation.

RMA Expiration
Return merchandise as soon as possible. Unused RMA numbers are voided after 20 days.

By Email:

Direct Stores, Inc.
70 Betton Street
Brewer, Maine 04412

Telephone: 1-877-978-6824 / 1-877-9PTOUCH / Fax: 207-989-0988

Customer Service hours: 9 a.m. - 5 p.m. Monday - Friday, Eastern time.  If calling after hours, weekends, or on holidays, please leave a message and we will contact you the next business day.

How thick are TZ tapes?

TZ tapes are around 160 micro meters in thickness but this varies slightly by tape type.

Which color tape is recommended for high temperatures?

We recommend M921/M931/TZS941/TZS951/TZS961 (Black on matte silver) as most resistant to high temperatures in terms of discoloration.

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 TZ tape?

The shelf life of an unused TZ tape is 15 months from production.

Do TZ tapes contain chloride?

No chloride materials are used in the cassette case, tape or ink.

Do TZ 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 TZ tapes be submerged in alcohol?

Submersion of TZ 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 TZ tapes, it is of a very low level making it safe to burn TZ tapes.

Do TZ tapes contain silicon?

Since the tape liner itself is silicon coated on both sides, there is a chance that small amounts of silicon may remain on the adhesive layer underneath the label even after the liner is peeled off.

Do TZ tapes create static electricity?

When peeling off the tape liner there may be some very low levels of static electricity.

Do TZ tapes contain vinyl chlorine?

TZ laminated tapes contain very low levels of residual chlorine.

Which color tape fades the least?

We recommend TZ-M931/951/961 (Black on matt silver) as our most fade resistant tape. Fluorescent tapes are not recommended.

Do TZ 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 TZ tapes be used on circuit boards?

We do not recommend that TZ 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 TZ tapes)

Can TZ tapes be used on copper?

As adhesive materials used in our tape are acrylic and weakly acid we do not recommend that TZ tapes are used on copper.

How long should security tape be attached before peeling off?

We recommend that TZ security tape is affixed for at least 24 hours in order to work effectively.

UL Certification

A number of our TZ 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:

http://www.brother-usa.com/Support/?WT.cg_n=Support

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 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.  Click here print a free return label to send back your used p-touch tapes and labels.