Support

Support Information

Frequently Asked Questions Helpful Resources
Online Ordering & Security Payment Methods
Return Policy Returns & Exchanges
Real-time Order Tracking Order Changes
Privacy Policy Delivery Issues
Contact PtouchDirect.com Mail and Fax Orders
Problems With a P-touch Printer Manufacturer Support Information
How To Choose The Right Tape Recycle Used P-touch Cartridges
User Manuals Website Errors / Pricing

Find the Right Tape for Your Label Maker

Not sure which tape fits your label maker? No problem! We've created comprehensive P-touch tape guides to take the guesswork out of finding the right tapes. These guides will show you the available color combinations for each tape size—TZe, TC, TX, and M tapes—and, most importantly, which tapes are compatible with your label maker.

Tape Guides

Explore these guides to find the perfect tape for your needs!

Additional Resources

We have everything you need to ensure you're using the right tapes and getting the best performance from your label maker. If you have any questions or need further assistance, please contact our customer service team.

Return Policy

  • Unopened Items: You can return any unopened items for a full refund if the request is made within 1 year of the purchase date. Items must be in re-sellable condition.

  • Refund Details: We will refund the price paid for the returned items, minus the original shipping charge or the actual shipping charge if it was greater. Customers are responsible for the shipping charges to return the item to us. However, if the return is due to our mistake, we will cover the shipping costs both ways.

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

How to Request an RMA

To request an RMA, please complete the RMA request form. If you prefer, you can also contact us by phone.

Additional Information

  • High-Value Returns: Returns for items valued at $500 or more will incur a 5% restocking fee.

  • Free Shipping Returns: Returns for items that were shipped for free will be charged a 5% restocking fee to cover the original shipping cost.

Exchanges

If you wish to make an exchange, the quickest method is to reorder the new items online and then return the items you no longer need. To return these items, please complete the RMA request form.

We aim to make the return process straightforward and fair. If you have any questions or need assistance, please don't hesitate to contact our customer service team. We're here to help!

Defective Items

We understand that dealing with a defective item can be frustrating, and we're here to make the replacement process as easy as possible. We will replace defective items within 1 year of the original purchase date.

Replacement Process

  1. Request a Replacement: Contact our customer service team to request a replacement for your defective item.

  2. Receive a Pre-Paid Mailing Label: When we send your replacement, we will include a pre-paid mailing label for you to use to return the defective item.

  3. Return the Defective Item: You have 15 days to return the defective item using the pre-paid mailing label. If we do not receive the defective item within this time frame, you will be charged for the replacement item.

Important Note

  • Defective Item Must Be Returned: Unfortunately, if you no longer have the defective item, we cannot send a replacement.

We aim to make the replacement process as hassle-free as possible. If you have any questions or need assistance, please don't hesitate to reach out to our customer service team. We're here to help!

Cancelled Orders / Refused Deliveries

Cancelled Orders

  • Before Shipment: If you cancel your order before it has been shipped, you will receive a full refund.
  • After Shipment: If the order has already been shipped, you will be responsible for the original shipping costs as well as the return shipping costs. Refunds will be processed once the shipment is received back at our facility.

Refused Deliveries

  • Without Cancellation and RA#: If you refuse delivery of an order without having cancelled it and without obtaining a Return Authorization (RA) number, the order will be subject to a 20% restocking fee in addition to the shipping costs. Refunds will be processed once the shipment is received back at our facility.

We aim to handle cancellations and refused deliveries promptly and fairly. If you have any questions or need assistance, please contact our customer service team.

Incorrect Addresses / Returned Shipments

If a shipment is returned due to an incorrect ship-to address provided, we will contact you to confirm the correct address. We can then reship the order, but you will be responsible for the actual shipping charges.

If you choose not to have the order reshipped, we will issue a refund for the order amount, minus the actual shipping costs.

Delivered But Not Received

If the tracking information confirms that your item has been delivered to the shipping address provided but you have not received it, please contact the carrier directly to investigate the issue. Unfortunately, we cannot be held responsible for packages that the carrier's tracking indicates as delivered to your address.

Steps to Take

  1. Check with Neighbors: Sometimes packages are left with neighbors or at a nearby location.

  2. Look for a Notice of Attempted Delivery: You may have missed the delivery and the package could be waiting at a local post office or carrier facility.

  3. Inspect the Delivery Location: Look around your delivery location for the package, as it might be hidden from plain view.

  4. Contact the Carrier: Reach out to the carrier to discuss the status of your package. Here are the contact links:

  5. Wait 48 Hours: In some cases, packages might be marked as delivered up to 48 hours before arrival.

If you still cannot locate your package after following these steps, please contact our customer service team for further assistance.

Package Insurance

To avoid issues with future deliveries, you may request package insurance by indicating this in the comment section during checkout.

PtouchDirect.com reserves the right to modify the terms and conditions of this policy as needed.

If you have any questions or need further assistance, please contact our customer service team. We're here to help!

Lost Shipments

While it is rare, occasionally shipments can be lost. If your order has not arrived within 14 days and you believe it may have been lost by the carrier, please contact us for further instructions. Please note that we are not liable for lost shipments if delivery has been confirmed, unless a signature requirement was requested at the time of order.

Online Ordering & Security

To order an item, simply navigate to its page and click the "Order" button. This will add the item to your shopping basket.

Placing Your Order

  1. Add More Items: From your shopping basket, you can continue shopping and add more items.
  2. Proceed to Checkout: When you’re ready to place your order, click the "Checkout" button.
  3. Enter Your Details: You will be directed to a page where you need to enter your name, address, and credit card information.
  4. Complete Your Order: Fill out all the required fields and click "Place Order" to complete your purchase.

For more information on how we handle your data, please view our privacy policy.

Your security is our priority, and we ensure that all transactions are secure and your personal information is protected. If you have any questions or need assistance with your order, please contact our customer service team.

Mail and Fax Orders

If you prefer to place your order by mail or fax, you can download our mail-order form. Simply click the link to open and print the form.

Mailing Address

Send your completed form to:

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

Fax Number

Fax your completed form to: (207) 989-0988

Additional Information

  • D-U-N-S: 78-122-9385
  • CAGE CODE: 4G3L5

Payment Methods

We gladly accept the following forms of payment:

Credit/Debit Cards 3rd Party Other Payment Options
VISA PayPal Checks / Cashier's Checks (see below)
MasterCard Amazon Pay  
Discover Apple Pay  
American Express    

Money Orders, Cashiers Checks, and Checks

To pay with a money order, cashier's check, or personal check, please follow these steps:

  1. Complete Our Offline Order Form: Ensure that you include your shipping address, telephone number, and email address.
  2. Include Shipping and Sales Tax: Don't forget to add the shipping charge and sales tax if applicable (for Maine residents only).
  3. Send Your Payment: Mail your completed order form along with your money order, cashier's check, or personal check to the address below.

Once we receive your payment and the funds have cleared (typically within 2-4 business days), we will ship your products.

Mailing Address

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

Real-time Order Tracking

After you complete your online order, you will receive a confirmation email from PtouchDirect.com. This email will include details of your order, payment method, and shipping information.

Shipment Confirmation

Once your order is shipped, you will receive another email confirming the shipment, including the delivery confirmation or tracking number if applicable. You can track the exact location of your package by clicking the tracking number link in the shipping confirmation email.

Order Changes

If you need to cancel your order, please note the following:

  • Orders Canceled Before 3 PM (Eastern): You will receive a complete refund unless the order has been picked up by the carrier.
  • Orders Canceled After 3 PM (Eastern): You will receive a full refund, minus the shipping costs.

Frequently Asked P-touch Questions

What do the following messages mean on my printer?

  • TZ/TZe 9/64-1/2"
  • TZ/TZe 9/64-3/4"
  • TZ/TZe 9/64-1"

These messages indicate the range of tape sizes that are compatible with your printer. The first number represents the smallest tape size, and the last number represents the largest tape size. For example, "9/64-1/2" means you can use tape sizes from 9/64" to 1/2". You can use any tape sizes that fall within this range.

Frequently Asked Questions About TZe Tapes

How thick are TZe tapes?

TZe tapes are approximately 160 micrometers thick, though this can vary slightly depending on the tape type.

Which color tape is recommended for high temperatures?

For high-temperature resistance, Brother recommends using the following tapes, which are black on matte silver: M921, M931, TZeS941, TZeS951, and TZeS961. These tapes are most resistant to discoloration in high temperatures.

Will messy adhesive remain when I remove the label? How can I remove it?

TZe tapes can usually be removed from most materials with little or no adhesive residue. However, extreme heat, humidity, and certain chemicals may leave some residual adhesive. In most cases, this can be removed using ethanol.

What is the shelf life of an unused TZe tape?

The shelf life of an unused TZe tape is indefinite as long as it remains in its original sealed package and is stored under the following conditions:

  1. Kept out of direct sunlight.
  2. Stored at temperatures ranging from -10°C to +45°C.
  3. Maintained in humidity levels between 5% and 80%.
  4. Kept away from direct exposure to water and/or chemicals.

How to Fix Common Brother Label Maker Tape Issues: A Comprehensive Guide

If you're facing issues with your Brother P-touch label maker, this short guide is here to help. Whether the label tape isn’t printing, the cassette tape is jamming, or the ink ribbon has separated, there are practical solutions to each problem. Here are some steps you can take:

  1. Label Tape Not Printing: Ensure the tape cassette is installed correctly and has enough tape. Trim any bent tape sections.

  2. Misaligned Printing: Reinstall the tape cassette and clean the print head.

  3. Horizontal Line on Label: Clean the print head with a dry cotton swab.

  4. Label Tape Jamming: Check tape placement and avoid touching the cutter lever during printing.

  5. Ink Ribbon Issues: Rewind the loose ribbon or replace the tape cassette if damaged.

  6. Label Maker Stops Mid-Print: Replace the tape cassette or batteries as needed.

Optimize Your Label Maker Experience with PtouchDirect: As the trusted source for Brother P-touch tapes, we offer solutions and products to ensure your label maker operates smoothly, keeping your business organized and efficient.

Do TZe tapes contain chloride?

No, TZe tapes do not contain any chloride materials in the cassette case, tape, or ink.

Do TZe tapes create any outgassing?

When exposed to hot environments, such as in front of an air conditioner, TZe tapes may produce very low levels of gases including toluene, n-butanol, 2-ethylhexyl alcohol, and butyl carbinol acetate.

Can TZe tapes be submerged in alcohol?

Submerging TZe tapes in alcohol for extended periods is not recommended, as it may deteriorate the tape adhesive.

Is it safe to burn a P-touch label?

TZe tapes contain very low levels of halogen, making them safe to burn.

Do TZe tapes contain silicone?

The tape liner is coated with silicone on both sides. As a result, small amounts of silicone may remain on the adhesive layer underneath the label after the liner is peeled off.

Do TZe tapes create static electricity?

Peeling off the tape liner may produce very low levels of static electricity.

Do TZe tapes contain vinyl chlorine?

TZe laminated tapes contain very low levels of residual chlorine.

Which color tape fades the least?

Brother recommends using black on matte silver tapes (M931, TZeS951, TZeS961) for the highest fade resistance. Fluorescent tapes are not recommended for this purpose.

Do TZe tapes contain latex?

No, TZe tapes use an acrylic-based adhesive and do not include latex.

Do TZe tapes contain lead?

No, there is no lead in the cassette case, tape, or ink.

Can TZe tapes be used on circuit boards?

We do not recommend using TZe tapes on circuit boards due to their sensitivity to dust, static electricity, and acid, even though these elements are present in very low levels in TZe tapes.

Can TZe tapes be used on copper?

Due to the weakly acidic nature of the acrylic adhesive used in TZe tapes, we do not recommend using them on copper.

How long should security tape be attached before peeling off?

For optimal effectiveness, TZe security tape should be affixed for at least 24 hours before peeling off.

What's the minimum size QR Code?

The minimum size for an ISO/IEC 18004-compliant QR code is 1 cm x 1 cm (0.4 in x 0.4 in) for printing. However, some say that this size can be too small for reliable scanning, and recommend a minimum size of 2 cm x 2 cm (0.8 in x 0.8 in) for best results.. That said, TZe 12mm is the smallest label tape recommended for QR Codes.

Helpful Resources

Brother's Recommendations for Removing Stubborn P-touch Labels

If you encounter a P-touch label that cannot be easily peeled off, Brother recommends two methods:

  1. Use a Hair Dryer: Gently apply heat with a hair dryer to loosen the adhesive. Be cautious not to use too much heat, as it can cause the label to burn.

  2. Use Nail Polish Remover: Choose a nail polish remover that contains Ethyl Acetate. First, test the remover on a small, inconspicuous area of the surface to ensure it does not cause damage. If the surface is unharmed, soak the label with the nail polish remover for several hours until it can be easily removed.

Always handle with care and ensure proper ventilation when using these methods. If you have any concerns or need further assistance, please contact our customer service team.

Problems With a P-touch Printer

While we specialize in selling Brother P-touch labels and can offer support for issues related to label tapes, we do not provide technical support for P-touch printers. For assistance with your P-touch printer, please contact Brother's Technical Support team:

UL Certification

Several of Brother's TZe tapes have been tested and certified by Underwriters Laboratories (UL), a respected independent testing laboratory. These tapes have met UL's stringent safety standards and have earned UL certification. We are continuously testing additional tapes to expand our certified range.

For the latest certification details and a list of certified tapes, please contact your local Brother office.

Read more about P-touch labels here.

Manufacturer Support Information

We provide a wide range of Brother labels, Dymo LabelWriter labels, and Seiko supplies. However, for issues related to label printers, including software downloads, you will need to contact the manufacturers directly. For your convenience, we have compiled a list of manufacturer support numbers and links below:

Manufacturer Support Phone Number Additional information
Dymo Support 877-724-8324  
Brother Support 877-276-8437

Printer Compatibility Information for Windows / MAC

Brother P-touch Label Maker Update Drivers
Seiko Support 800-757-1011  
Casio Support 800-435-7732  

Errors on the Site

PtouchDirect.com reserves the right to revoke any stated offer, cancel any order, and correct errors, inaccuracies, or omissions on the site at any time, even after an order has been submitted and confirmed, and regardless of whether your credit card has been charged. If your order is canceled after your credit card has been charged, PtouchDirect.com will refund the charged amount to the original payment method.

Brother Recycling Program

Brother has an active recycling program for used Brother-branded consumable items. Select components returned to Brother are remanufactured, while others are broken down to recycle all appropriate metal and plastic parts. For more information on recycling your P-touch tape cartridge, please visit Brother's P-touch Recycling & Environmental Programs.

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