Store FAQ

My Account

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

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

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 or by email

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.


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


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

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 or by email at

Answer: We offer a 30-day money back guarantee on Fujitsu/RICOH scanner and RICOH Portable 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.

PLEASE NOTE: WE DO NOT ACCEPT RETURNS FOR REFURBISHED SCANNERS. In the event the refurbished scanner arrives defective, we will provide a replacement with the same or equivalent model.

See complete Terms of Sale here.

Shipping Information

Answer: Scanners, keyboards, monitors, and printer 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, consumables, options, packaging and spare parts products are not eligible for free shipping. Service and PaperStream Software are not shipped.

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.

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

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

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

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


Answer: Please see our privacy policy.

Still Need Help?

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


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