FAQ

What is the difference between direct thermal and thermal transfer label material?

Direct thermal printing is a method of producing an image on a heat-sensitive coating inherent in the face material. The material could be paper or a synthetic substrate. Heat exposed to the coating causes a chemical reaction leaving an image.

Thermal transfer is an imprinting method that uses heat and pressure to melt a wax-based ink from a ribbon to a product such as paper or certain synthetic substrates to produce a required image.

For more definitions on printing click the Label Dictionary.

How can I get a sample roll?

Call 800-236-3584 and speak to the Customer Service Department to request a sample roll.

How do I return product?

Call 800-236-3584 and speak to the Customer Service Department to request a return authorization. Once approved, shipping instructions will be provided. A restocking fee may apply.

Why is core size so important?

Various printers accept different core sizes to have the labels work correctly within the printer.

What does inside wind and outside wind mean?

The labels are either wound with the label facing on the outside (labels wound out) or with the liner material on the outside (label wound in).

Where can I find a quote form?

You can use this link to submit a Quote Request Form or this link to print a Quote Request Form. For all other Order Form questions call 800-236-3584 and speak to our Customer Service Department.

Where can I find an order form?

You can use this link to submit an Order Form or this link to print an Order Form. For all other Order Form questions call 800-236-3584 and speak to our Customer Service Department.

How do I do business with Heartland Label Printers, LLC?

Call our Customer Service Department at 800-236-3584. They will assign a Heartland Sales Representative who will contact you. Note: New customer paperwork is required.

Why is there no pricing in your catalog?

We try to sell through resellers as much as possible. If you are a reseller or would like to be put in touch with a reseller in your area, please call 800-236-3584 to speak to the Customer Service Department.

Where can I get Adobe Acrobat Reader?

This can be downloaded from our web site or directly at Adobe's web site www.adobe.com. Either option is no charge to you.

What is the preferred file format for any digital artwork?

The preferred file format is Adobe Illustrator version 10 pc format, fonts changed to outline.

What information is needed in order to have a quote generated?

All information on the quote request form is requested to provide an accurate quote. Size (width and height), colors, material, application and quantities are a few of the questions that would need to be provided. Please use this link to view our quote request form for all of the information we will need from you.

Hints for Completing a Quote Form

1. List the Horizontal Measurement (width) first.
2. List the Vertical Measurement (height) second.
3. The Horizontal Gutter is the distance between the bottom of one label and the top of the one below it. This is usually measured in 1/8", 1/16", or 1/32" increments, and is determined by the size of the label and the printout program. Other gutter sizes can be accommodated.
4. The Vertical Gutter is the distance between the left and right sides of the labels that are immediately side-by-side when there is more than one label across on a sheet. This measurement is normally 1/16”.
5. The Label Repeat is the measurement from the top of one label to the top of the one immediately below it.
6. Perforations in their exact location must be specifically requested.
7. The Number of Labels Across is simply the number of labels in a horizontal row.
8. Per Box refers to the total number of labels packaged in each carton.

What are our standard ink colors?

For an accurate list of our standard ink colors please view our supermarket catalog. Click this link and it will take you to the catalog. Click on the Standard Ink Colors link located on the left hand side of the catalog. You will need Adobe Acrobat Reader to view our catalog.

How do I place an order?

There are a number of ways to place an order with us.

1. Email your completed Order Form or Purchase Order to orders@hrtlp.com
   or
2. Submit your Order from our website Online Order Form
   or
3. Fax your completed Order Form or Purchase Order to 920-788-7733
   or
4. Call 800-236-3584 and speak to the Customer Service Department. They will provide instructions to place an order

Note: Credit procedures will apply to all orders.

What is a scale up?

This is a procedure to ensure the labels meet your approval.

Example: If you needed 200 cases of a custom product that we had never produced before, we will run a small (5 to 10 cases) quantity as an initial trial for sampling by the customer. Once this is tested, approved and signed off by you or the customer, we will finish producing the remainder of the order. This has proven to be the best policy for all parties involved. Once a new order like this has been run and approved, from then on, it becomes another normal order that doesn't need a 'scale up' unless requested.

How long has Heartland been in business?

Heartland Label Printers, LLC was founded in 1990.

How many colors can you print?

6 colors or varnishes.

What is Heartland's Product Warranty?

Heartland Label Printers, LLC offers technical data, provides samples, and makes recommendations based upon tests and research, which are believed to be reliable, but do not constitute a warranty or guarantee. Whenever product is sold or a sample provided, it is with the understanding that the purchaser and/or end-user has determined the product to be suitable for applications under its own operating conditions.

Heartland Label Printers, LLC warrants our product to be free of material and/or workmanship defects. Should any product be determined as defective to our satisfaction within six months after the date of shipment, we will replace the product or issue a credit based upon the cost of the defective product. Heartland Label Printers liability shall be limited to replacement of the defective product or a credit based upon the cost of the defective product. In no event will Heartland Label Printers, LLC be liable for customers’ loss of profits or any other consequential damages.

Further, all products sold are without any warranty as to merchantability or fitness for a particular purpose, or any other warranty expressed or implied. No representative or agent of Heartland Label Printers, LLC is authorized to give any warranty, guarantee, or make any representation in addition to or contrary to the foregoing provisions.

How do I tell if my label is direct thermal or thermal transfer paper?

Direct thermal paper is activated by heat and/or friction. Therefore, simply scraping the edge of your finger nail back and forth on the label would cause a black image to appear. If a black image does not appear, the paper is thermal transfer.