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A COVID-19 Update from Our Support Team

As of July 20th, 2020

Notice to our Customers regarding service location update:
COVID-19 has impacted our lives in ways that may have seemed unimaginable only a few months ago. We hope that you and your family members are remaining safe and healthy.

  • Effective Monday July 20th, our Honolulu, HI Service location will open with limited operation and schedules for the service of camera and video products.
  • Effective Monday, July 6th our Costa Mesa, CA Factory Service location will open with limited operations and schedules for the service of camera and video products received via parcel service.
  • Our Factory Service Center in Newport News, VA, will continue normal operations for Camera and Video products.
  • All broadcast and cinema lens service requests should continue to be directed to our Lyndhurst, NJ Factory Service location until further notice.
  • Our Factory Service locations in Honolulu, HI, Burbank, CA, and Lyndhurst, NJ, are not accepting requests for camera or video products at this time.
  • The Professional Service and Support Center drop-off counter at the Canon U.S.A. Itasca, IL location has been closed. This location is no longer a drop-off point for repairs of DSLR, Lens, and Video equipment, but will continue to accept inbound shipments of Broadcast and Cinema Lenses needing service.
  • The Customer Care Center at the Canon U.S.A. Melville, NY location has been closed. This location is no longer a service drop-off point location.
  • Please note that walk-in service is current not available at our locations. We apologize for any inconvenience and delays that may occur during this time.

As conditions related to the virus improve in some areas, we will see more stores, businesses and schools reopening. We want to assure you that we will be there to meet your needs while implementing the proper procedures and protocols to keep us all safe. Canon continues to monitor developments and we are following recommendations from the Centers for Disease Control and Prevention (CDC) as well as federal, state and local guidelines and health advisories.

We thank you for your patience, understanding and continued support of Canon during this extraordinary time. Stay safe!

Looking for Camera & Lens Service

We encourage you to use our online system to set up the service of your product

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Due to circumstances related to COVID-19 it is taking more time than normal to process and ship orders.  We are committed to helping you receive your Canon merchandise as soon as possible. Please accept our sincere apology for this delay. 

Please visit https://canon.us/accountlogin and log into your Canon Account to view the status of your order. The status may be indicated as pending or processing for 1-2 days longer than usual. However, the status will be updated as your order is prepared to ship so please check the site regularly.  We will send a confirmation email, including tracking information, when your order has shipped.

Please note that our phone representatives will not have any additional information regarding the status of your order while it is processing. We encourage you to use our web site as the fastest and easiest method to monitor the status of your order.

For the purpose of helping to sanitize your Canon Camera, Lens and Video products, it is recommended that you clean parts touched with the hands such as camera grips, dials and lens exteriors.

  1. Turn off the device and remove the battery before cleaning.
  2. Please use a pre-moistened cloth or wet a soft cloth with 70% to 80% diluted ethanol or isopropyl alcohol to help sanitize and clean your Canon products. Lint-free or microfiber cloths are recommended. It is recommended that you use and properly dispose of protective disposable rubber gloves.
  3. Refrain from spraying cleaning agent-directly on the product. Instead, spray the cleaning agent onto a lint-free or microfiber cloth and then wipe the exterior surfaces.
  4. Do not use 70% to 80% diluted ethanol or isopropyl alcohol to clean image sensors or coated lens surfaces.
  5. Do not use cleaners that contain volatile solvents such as paint thinners or benzene to clean Canon camera, lens, and video products.

For the purpose of helping to sanitize your Canon PIXMA, MAXIFY, WG-Series and Finetech Printers as well as CanoScan Scanners, it is recommended that you clean parts touched with the hands such as exterior operation panel and buttons, touch screen, scanner cover and platen glass.

  1. Turn off the device and unplug it from the power source (also remove the battery for mobile printers) before cleaning. Wait until surfaces are dry before powering the device back on.
  2. Please use a pre-moistened cloth or wet a soft cloth with 70% to 80% diluted ethanol or isopropyl alcohol to help sanitize and clean your Canon Printer or Scanner. Lint-free or microfiber cloths are recommended. It is recommended that you use and properly dispose of protective disposable rubber gloves.
  3. Refrain from spraying cleaning agent directly on the product. Instead, spray the cleaning agent onto a lint-free or microfiber cloth and then wipe the exterior surfaces.
  4. Utilize glass cleaner only on the platen glass surface. Wipe with a lint-free cloth.
  5. Do not use cleaners that contain volatile solvents such as paint thinners or benzene to clean Canon Printers or Scanners.

For the purpose of helping to sanitize your Broadcast and Cinema Lens products it is recommended that you clean parts touched with the hands frequently such as Drive Units (servo grips), Z/F/I rings, button/switches, LCD screens, dials, and lens exteriors.

  1. Turn off the camera and remove the battery before cleaning.
  2. Please use a pre-moistened cloth or wet a soft cloth with 70% to 80% diluted ethanol or isopropyl alcohol to help sanitize and clean your Canon product. Lint-free or microfiber cloths are recommended. It is recommended that you use and properly dispose of protective disposable rubber gloves.
  3. Refrain from spraying alcohol directly on the product. Instead, spray the cleaning agent onto a lint-free or microfiber cloth and then wipe the exterior surfaces.
  4. Do not use alcohol to clean coated lens surfaces (e.g., optical front and rear glass).
  5. For optical front and rear glass cleaning, apply a small amount of commercially available lens cleaner to lens-tissue and/or cleaning paper first. With a moist lens cleaning paper, gently swirl over the lens surface, starting at the center area of the lens and circling gradually outward until whole lens surface has been covered. (Never spray lens cleaner directly on the lens surface)
  6. Do not use cleaners that contain volatile solvents such as paint thinners or benzene to clean cameras and lenses.

For the purpose of helping to sanitize your Canon imageCLASS product, it is recommended that you clean parts touched with the hands such as control panels, covers and jam locations with isopropyl alcohol using the following precautions:

  1. Make sure the device is powered down and unplugged before cleaning. Wait until surfaces are dry before plugging in and powering the device back on.
  2. Please use a soft cloth moistened with ethanol or isopropyl alcohol of at least 70% concentration to help sanitize and clean your Canon imageCLASS products. Lint-free or microfiber cloths are recommended. It is recommended that you use and properly dispose of protective disposable rubber gloves.

    Refrain from spraying cleaning agent-directly on the product. Instead, spray the cleaning agent onto a lint-free or microfiber cloth and then wipe the exterior surfaces.
  3. Use only glass cleaner on the platen glass.
  4. Do not use cleaners that contain volatile solvents such as paint thinners or benzene to clean Canon imageCLASS printer products.

Notes

  1. Commercial wet wipes contain ingredients other than alcohol. These are not recommended.
  2. Alcohol is a flammable liquid and should never be used near fire or open flame.

Please Note

This recommended cleaning procedure cannot guarantee the elimination of the novel coronavirus from Canon camera, lens, video, scanner and printer products. Be cautious in the storage and use of the alcohol, including following all product instructions and warnings.

Additional Cleaning Guidelines

For updates and other information regarding COVID-19 measures, please visit our web site:
https://www.usa.canon.com/internet/portal/us/home/about/to-our-customers