Frequently Asked Questions
Find answers about your account, orders, shipping, returns, and customer support.
My Account
How do I change my password?
Go to My Account and select Account Settings from the menu.
On the Account Settings screen, enter your new password in the New Password and Confirm New Password fields. Enter your existing password in the Current Password field, and then click Update Details.
I forgot my password. How do I get a new password?
Go to the Log In page and click Forgot Your Password?
On the Reset Password screen, enter your email address and click Reset Password.
You will receive an email containing a link to reset your password.
Order Information
Who can help me find the part I need?
If you are having difficulty finding a part online, please contact our Technical Support team. A representative will help identify the part you need and send you a link so you can confirm that it is correct.
How do I know which scanner model I have?
The scanner model name or number is located in the upper-left corner of your scanner.
Can I call the store and order parts over the phone?
Our online store is designed for fast and convenient order entry. The Technical Assistance Center can help you find the correct part, but representatives do not have access to place an order on your behalf.
Who can I speak to about my existing order?
Please contact our Customer Support team. A representative can answer questions regarding your existing order.
Phone: 1-800-301-9475
Email: e.it@pfu-us.ricoh.com
What should I do if the part I need is out of stock?
Please contact Customer Support at 1-800-301-9475 or e.it@pfu-us.ricoh.com . A representative can help determine when the part is expected to become available.
My business is tax exempt. How do I update my account?
Email a copy of your official Tax Exemption Certificate to:
ecomaccounting@pfu-us.ricoh.com
You may also contact Customer Support at 1-800-301-9475 or e.it@pfu-us.ricoh.com for assistance setting up your account as tax exempt.
What is your refund policy?
We offer a 30-day money-back guarantee on Fujitsu/RICOH scanners and RICOH Portable Monitor purchases. This guarantee does not apply to RentScan or scanners purchased through a subscription.
The return policy for all other products sold through the ecommerce site is:
All accepted orders are final, noncancelable, and nonrefundable.
Please note: We do not accept returns for refurbished scanners. If a refurbished scanner arrives defective, we will provide a replacement with the same or an equivalent model.
Review our complete Terms of Sale .
How long are scanner spare parts available?
Scanner spare parts will be available for five years from the end-of-manufacture date or as required by applicable federal, state, or local law. Certain spare parts may be purchased through this ecommerce site. For assistance, contact Technical Support at 1-800-626-4686 or techsupport@pfu-us.ricoh.com .
Shipping Information
How do I qualify for free shipping?
Orders containing eligible products qualify for free FedEx Ground shipping when the order subtotal is $200 or more, before taxes and shipping. FedEx Ground delivery generally takes three to five business days.
Eligible products include:
Scanners, keyboards, printers, projectors, and portable monitors.
Products not eligible for free shipping:
RentScan, parts, consumables, cleaning supplies, and options products. Fujitsu Service and PaperStream Software are not physically shipped.
Can I ship my order to a P.O. Box?
No. All items are shipped through Federal Express and can only be delivered to a valid street address. We cannot deliver to P.O. Boxes.
How can I track my shipment?
Use the tracking number provided in your shipping confirmation email to track your shipment.
Do I need to sign for my delivery?
Yes. All store orders require an adult signature upon delivery.
You may call 1-800-GO-FEDEX with your tracking number and request that your shipment be held at a local FedEx office for pickup.
Additional delivery information is available in our Terms of Sale .
Where do orders ship from?
All products are shipped from Union City, California.
Do you ship outside the United States?
No. We are only authorized to ship to addresses within the 50 United States.
Privacy
What is your privacy policy?
Please review our Privacy Policy .
Still Need Help?
How do I contact the store?
Customer Support
Hours: Monday–Friday, 8:00 AM–5:00 PM Pacific Time
Phone: 1-800-301-9475
Email: e.it@pfu-us.ricoh.com
Technical Assistance Center
Hours: Monday–Friday, 5:00 AM–5:00 PM Pacific Time
Phone: 1-800-626-4686
Email: techsupport@pfu-us.ricoh.com
Live Chat
Hours: Monday–Friday, 7:00 AM–3:00 PM Pacific Time