Ordering Online from Visioneer: Frequently Asked Questions

What is your return policy?

Visioneer wants you to be completely satisfied with our scanners. If you are not satisfied with a scanner that you have purchased, you may return the item within 30 days from the order date for a full refund of the purchase price, minus the shipping and handling charges. The item must be returned in good condition, in original boxes, and with all paperwork and accessories to ensure full credit.

Our 30-day guarantee does not apply to all items. Software and spare parts purchases are non-refundable and can only be exchanged if defective. Due to high demand, orders of some products are subject to a 15% restocking fee when returned. These products include:

Please note that you must call Customer Service for an RMA number before returning product. Visioneer cannot guarantee receipt if an item is returned without this RMA number. You can also rest easy knowing that our scanners come with a 1 year warranty. Factory refurbished scanners have a 90 day warranty. Advance exchange contracts are also available for many of our products. Find out more about our warranty program.

When can I expect my order to ship?

If you place your order before 12:00pm EST, Visioneer will do our best to ship that day unless there is a problem with your order. Visioneer 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, Visioneer 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.

Why is my shopping cart empty?

If you have disabled "cookies", your shopping cart will appear empty when you go to check out. Change your browser's security settings to continue shopping.

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 on the Visioneer site. 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 Visioneer account.

How does the Trade Up Program work?

You can find detailed information on the Trade Up Program at www.visioneer.com/offer. Please contact Visioneer Customer Service if you have any additional questions.

Will you accept checks?

Unfortunately, Visioneer Online will only accept Visa, MasterCard, and American Express.

Why was my order cancelled?

Visioneer is sometimes required to cancel orders that we suspect are fraudulent. Before canceling an order, Visioneer 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?

Visioneer is able to ship orders in the continental United States, Alaska, Hawaii, and Puerto Rico only. Visioneer does not ship to Canada, APO address, PO Box and international addresses.

Can you ship to my PO Box?

Visioneer is 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 Visioneer Customer Service. In most cases, you may cancel your order if you contact Visioneer 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. Visioneer 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:

Visioneer, Inc.
Attn: Tax Exempt Order
Fax: (925) 416-8600 OR
Email: taxexempt@visioneer.com


Didn't find the answer you were looking for?

Please call Customer Service. If you have questions about technical support, search the Technical Support section of our site at http://support.visioneer.com.