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Ordering Online FAQ

When can I expect my order to ship?

If you place your order before 12:00pm EST, we will do our best to ship that day unless there is a problem with your order. Customer Service will attempt to contact you if there are problems with your order that we cannot resolve without your help. The most common reasons for delay include:

  • The billing address entered on your order does not match the billing address your credit card company has on file.
  • The billing address on your credit card is an international address.
  • Your order matches the criteria we have identified as possibly fraudulent.
  • There is a backlog on the product.

When can I expect to receive my order?

If there are no billing or inventory issues, we will ship the day you place your order if done before 12:00pm EST Monday through Friday. If your order was placed on a Saturday or Sunday, it will be processed by our warehouse and shipped the next business day (M-F excluding holidays). The day you receive the shipment depends on the method of shipment you selected when you placed your order. UPS Ground and FedEx ground can take between 5 and 10 days. UPS 2 Day takes 2 days from the day of shipment. FedEx Standard Overnight should be delivered the following day. Spare parts orders will ship only by United States Postal Service which can take anywhere between 1 and 20 days. Please remember that shipments will not be delivered Saturdays, Sundays, or holidays.


Will you accept checks?

Unfortunately, we will only accept Visa, MasterCard, Switch, Soslo, and JCB.


Why was my order cancelled?

We are sometimes required to cancel orders that we suspect are fraudulent. Before canceling an order, Customer Service will attempt to contact you by phone or email and give you a reasonable amount of time to respond to our concerns. If the contact information you provided on your order is not valid, we will automatically cancel your order with no further notice.


Can you ship to my PO Box?

We are only able to ship to street addresses. We are unable to deliver to PO Boxes at this time.


Can I cancel my order?

You must cancel your order by contacting Customer Service. In most cases, you may cancel your order if you contact Customer Service before 12:00pm EST (Monday through Friday) on the day you place your order. If you change your mind after that time, you may refuse delivery of your package. We will refund the price of your scanner purchase when the shipper returns the box to us. Shipping charges are non-refundable when you cancel an order that has already shipped.


What is your return policy?

We offer a 30-day money-back guarantee of scanner purchases made on our website. Some products are subject to a 15% restocking fee when returned; they include the DocuMate 752, DocuMate 752 VRS Pro, DocuMate 632, and DocuMate 632 VRS Pro. Software and spare parts purchases are non-refundable and can only be exchanged if defective. Shipping charges are non-refundable. You must call Customer Service for an RMA number before returning any product.

Didn't find the answer you were looking for?

Please call Customer Service. If you have questions about technical support, search the Technical Support section of our site.