Frequently Asked Questions

Below are some helpful questions and answers about your eCarePAK service plan. Please contact us any time via email at eCarePAK_support@cusa.canon.com, or by calling 1-800-OK-CANON (1-800-652-2666) for imageCLASS and FAXPHONE products, 1-800-423-2366 for imagePROGRAF and imageFORMULA products, and 1-855-852-2666 for Inkjet Copiers and Card/Label Printers for further explanation or if you have additional questions or concerns.
1. What does eCarePAK cover?
In the event that your product requires service during your coverage period, eCarePAK covers the cost of service including Canon genuine parts and labor or a comparable Canon refurbished replacement at our discretion. Consumable items such as toner, ink or paper, as well as replaceable items such as print heads, are not covered under an eCarePAK Extended Service Plan. Please refer to 'Coverage' section in the Terms and Conditions for more details.
2. Are there conditions or limitations on eCarePAK?
eCarePAK is available for products still under coverage of the original limited warranty or an existing eCarePAK Extended Service Plan. Abuse, misuse, and fraud are not covered. To view details of the Terms and Conditions for imageCLASS, imageFORMULA, imagePROGRAF and FAXPHONE click click here, for Inkjet Copiers, Card/Label Printers click here.
3. Where can I purchase eCarePAK?
Purchase eCarePAK with your Canon product when shopping on Canon Direct or by calling 1-800-OK-CANON (1-800-652-2666) for imageCLASS and FAXPHONE products, 1-800-423-2366 imageFORMULA and imagePROGRAF products, or 1-855-85-CANON (1-855-852-2666) for Inkjet Copiers, Card /Label Printers. eCarePAK is available for products still under coverage of the original limited warranty or an existing eCarePAK Extended Service Plan.
4. What is the coverage period of eCarePAK?
Your eCarePAK coverage shall begin on the date after your manufacturer warranty or extended service warranty has expired.
  • Inkjet Copiers (WG Series): you have the option of extending your Service Plan for up to 3 additional years.
  • imageFORMULA: you have the option of extending your Service Plan for up to 4 additional years
  • imageCLASS: you have the option of extending your Service Plan for a total of 5 years warranty coverage (Hardware Warranty + Extended Service Plan)
  • imagePROGRAF: you have the option of extending your Service Plan for up to 2 additional years
  • Card Printers: you have the option of extending your Service Plan for up to 4 additional years.
  • Label Printers: you have the option of extending your Service Plan for up to 3 additional years.
  • The coverage end date is printed on the welcome/registration letter sent after you have registered your eCarePAK. Canon reserves the right to verify product and contract eligibility and may reject or modify enrollment term if product, coverage or original product purchase date is incorrect.
5. Do I need to register eCarePAK after I purchase it?
Yes. After you have purchased your eCarePAK, you will receive an email with your order confirmation and Registration Link. You must register your eCarePAK using the Registration Link in order to obtain service. Please keep a copy of your eCarePAK welcome letter (with registration number) after registration and a copy of your hardware sales receipt; you will be required to provide them in order to obtain service. Contact us at either 1-800-423-2366 for imagePROGRAF and imageFORMULA products or (1-855-85-CANON) for Inkjet Copiers, Card /Label Printers if you have questions or need assistance with registration.
6. How do I obtain service or verify coverage?
To expedite service or verify coverage, call our Customer Care Center. We’ll confirm your eCarePAK coverage and collect your hardware proof of purchase and help you arrange for a repair.

If Canon determines a product is in need of repair or replacement, Canon will arrange an exchange for a comparable refurbished product, authorize a carry-in repair or schedule an on-site service call. Please refer to 'Obtaining Repair or Replacement Service' section in the Terms and Conditions for complete details. To see the Terms and Conditions for imageCLASS, imageFORMULA, imagePROGRAF and FAXPHONE click here, for Inkjet Copiers, Card/Label Printers click here.
7. Can I cancel eCarePAK?
You may cancel eCarePAK for a full refund within thirty (30) days of the original date of your eCarePAK purchase if you have not made any service claims. Please refer to 'Ability to Cancel and Right to Refund' section in the Terms and Conditions for complete details. To see the Terms and Conditions for imageCLASS, imageFORMULA, imagePROGRAF and FAXPHONE click here, for Inkjet Copiers, Card/Label Printers click here.