Question: How do I change my password?
Answer: Go to “My Account”and select “Account Settings” from the drop down menu.
On the account settings screen enter your new password in the “New Password” and “Confirm New Password” fields. Next, enter your old password in the “Current Password” field and click on “Update Details”
Question: I forgot my password. How do I get a new password?
Answer: Go to “Log In” and click on “Forgot Your Password”
On the Reset Password screen and enter your email address and click “Reset Password”
You will receive an email with a link to reset your password.
Order Information
Question: Who can help me find the part I need?
Answer: If you are having difficulty finding a part online, please contact our Technical Support team. A representative will help you identify the 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 tsupport@fujitsu.com .
Question: How do I know what scanner model I have?
Answer: The model name/number is located in the left upper corner of your scanner.
Question: Can I call the store and order parts over the phone?
Answer: Our store is set up for fast order entry. The Technical Assistance Center can help you find the part you need but they do not have access to order the part for you.
Question: 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 e.it@fujitsu.com.
Question: What do I do if the part I am looking for is not in stock?
Answer: Please call our Customer Support 1-800-301-9475 (option 3) or by email at e.it@fujitsu.com. A representative can determine when the part will be available.
Question: 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 ecomaccounting@fujitsu.com 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 e.it@fujitsu.com.
Question: What is your refund policy?
Answer: We offer a 30-day money back guarantee on fi Series, SP Series and ScanSnap scanner 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 here.
Question: How long can I buy scanner spare parts?
Answer: Scanner spare parts will be available for five years from end of manufacture date or as required by applicable federal, state, or local law. Certain spare parts may be purchased via this ecommerce site. For questions, please reach out either by phone or email as follows: Technical Support (USA) 1-800-626-4686 (option 2) or by email tsupport@fujitsu.com.
Shipping Information
Question: How do I qualify for free shipping?
Answer: Scanners, keyboards, 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. Fujitsu Service and PaperStream Software are not shipped.
Question: 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.
Question: How can I track my shipment?
Answer: You can track your shipment by using the tracking number you receive in the shipping confirmation email.
Question: 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.
Question: Where do orders ship from?
Answer: All products are shipped from Sacramento, California.
Question: Do you ship outside the United States?
Answer: We are only authorized to ship to the 50 states in the U.S.
Privacy
Question: What is your privacy policy?
Answer: Please see our Privacy Policy here.
Still need help?
Question: How do I contact the store?
Customer Support Hours: Monday – Friday, 8:00 AM to 5:00 PM Pacific Standard Time
Email: e.it@fujitsu.com
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)
Email: tsupport@fujitsu.com
Chat Hours: Monday – Friday, 7:00 AM- 3:00 PM Pacific Standard Time
