FAQ online scanner ordering | United States | Xerox Scanners
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.
- Your order exceeds $1,000.
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.
Where can I find a tracking number for my shipment?
If you would like to find the tracking number of your shipment, you can log in to your account using your user name and password. Keep in mind that it can take up to 1 day from the time you place the order until your tracking number is loaded into our system. You will be not be able see order information for spare parts on your account because they ship by US mail only. Click here to log in to your account.
Will you accept checks?
Unfortunately, we will only accept Visa, MasterCard, and American Express.
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 international addresses?
We are able to ship orders in the continental United States, Alaska, Hawaii, and Puerto Rico only. We will not ship to Canada, APO address, PO Box and international addresses.
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.
Will I be charged sales tax?
State Tax is collected in the following states: CA, FL, IL, MA, NC and GA.
If you are tax-exempt, please place your credit card order as you normally would. We can only credit the tax amount back to the card used on your order after receipt of your tax exempt information. Upon completion of your order, you will be given an 'Order Number'. Please fax or email a copy of your 'Tax Exempt Certificate' (or reasonable facsimile) and 'Order Number' to:
Attn: Tax Exempt Order
Fax: (925) 416-8600
What is your return policy?
We offer a 30-day money-back guarantee of scanner purchases made on our website. The following products are subject to a 15% restocking fee when returned :
The following products are subject to a 15% restocking fee when returned :
DocuMate 3640 VRS Pro
DocuMate 4760 VRS Pro
DocuMate 4790 VRS Pro
DocuMate 4790/4799/6710 Imprinter Kit
DocuMate 4799 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 and Technical Support for an RMA number before returning any product. Technical Support representative will troubleshoot the issue and assign an RMA number if problem cannot be resolved.