Store FAQ

My Account

How do I change my password?

Answer: Go to “Account Settings” by clicking your initials next to the Shopping Cart icon. Alternatively, you may also select the ‘Settings’ item from the Account menu.

Screenshot of utility nav

On the account settings screen locate the ‘Password’ section and click the ‘Change Password’ button.

Screenshot of change password link

Once the page refreshes, locate the ‘Update Password’ section. In the “Enter Your Current Password” field, enter your current password. In the “Enter a Valid Password” field, enter your new desired password. In the “Confirm Password” field, re-enter your new desired password and click “Save Changes”.

Screenshot of Update Password fields

I forgot my password. How do I get a new password?

Go to the “Log In” page and click on “Forgot your password?”

Screenshot of Log In page

On the Reset Password screen and enter your email address and click “Send Reset Link to Email Address”

You will receive an email with a link to reset your password.

Screenshot of Reset Password page

Order Information

Who can help me find the product I need?

Answer: If you are having difficulty finding a product or part online, please contact our Technical Support team. A representative will help you identify the product or part you need and send you a link for you to confirm it is correct. Please reach out either by phone or email as follows: Technical Support (USA) 1-800-626-4686 (option 2) or by email .

Can I call the store and order products over the phone?

Answer: Our store is set up for fast order entry. The Technical Assistance Center can help you find the products you need but they do not have access to place the order for you.

Who can I speak to about my existing order?

Answer: Please contact our Customer Support team, a representative can answer inquiries regarding your existing order via phone Customer Support 1-800-301-9475 (option 3) or by email at

What do I do if the product I am looking for is not in stock?

Answer: Please call our Customer Support 1-800-301-9475 (option 3) or by email at A representative can determine when the product will be available.

My business is tax exempt. How do I update my account to reflect my tax exemption?

Answer: You will need to email a copy of your Official Tax Exempt Certificate to the accounting department at or Contact our Customer Support team. They can answer inquiries regarding how to setup your account to be Tax Exempt. They can be reached at: Customer Support 1-800-301-9475 (option 3) or by email at

What is your refund policy?

Answer: We offer a 30-day money back guarantee on fi Series, SP Series and ScanSnap scanner and RICOH monitor purchases, but is not applicable for RentScan or for scanners that are on a subscription. The return policy for all other products sold on the ecommerce site is as follows: All accepted orders are final, noncancelable and nonrefundable. See complete terms of sale.

Shipping Information

How do I qualify for free shipping?

Answer: Scanners, keyboards, monitors, spare parts and consumables orders are eligible for free FedEx Ground shipping (3-5 business days) when the order total is $200.00 and over (before tax and shipping). RentScan products are not eligible for free shipping. Service and PaperStream Software are not shipped.

Can I ship my order to a Post Office (P.O.) Box?

Answer: All items are shipped Federal Express (FedEx) and can only be delivered to valid street addresses. We do not deliver to P.O. Boxes.

How can I track my shipment?

Answer: You can track your shipment by using the tracking number you receive in the shipping confirmation email.

Do I need to sign for my delivery?

Answer: All orders from our store require an adult signature upon delivery. Further delivery information can be found in the terms of sale.

Where do orders ship from?

Answer: All products are shipped from Union City, California.

Do you ship outside the United States?

Answer: We are only authorized to ship to the 50 states in the U.S.


What is your privacy policy?

Answer: Please see our privacy policy.

Still Need Help?

How do I contact the store?

Customer Support Hours: Monday – Friday, 8:00 AM to 5:00 PM Pacific Standard Time


Technical Assistance Center Hours: Monday – Friday, 5:00 AM - 5:00 PM Pacific Standard Time

Technical Assistance Center Phone: 1-800-626-4686 (option 2)


Chat Hours: Monday – Friday, 7:00 AM- 3:00 PM Pacific Standard Time