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A COVID-19 Update from Our Support Team

As of April 2nd, 2020

Notice to our Customers regarding closure of California, New Jersey, Illinois, and Hawaii Service Facilities:
Due to the “stay at home” directives from authorities in California, New Jersey, Illinois, and Hawaii, as well as local “Shelter in Place” orders, our Canon service facilities in those states are temporarily closed until further notice. Products needing repair can be directed to our Factory Service Center in Newport News, Virginia. Please note that walk-in service is not available at this location. We apologize for any inconvenience and delays that may occur during this time. We greatly appreciate your patience and understanding.

The spread of COVID-19 is a rapidly evolving situation that is of great concern to everyone. Canon’s commitment is to take proactive and proportional steps in accordance with all recommended procedures and protocols as advised by the CDC, the United States Government, and state, regional and local public health agencies.

Again, we sincerely appreciate your patience and understanding as we continue to monitor the ongoing situation and follow the advice and guidance of federal and state authorities. The health and well-being of our customers, clients, and employees remain our top priority during this difficult time. As conditions change, we will take recommended and appropriate steps to restore and continue the excellent service that you have come to expect from Canon USA, Inc.

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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