Frequently Asked Questions

Frequently Asked Questions

  • Where can I get more information on this promotion?

    Please contact Support, using the LiveChat! function

  • Where can I get more information on this promotion or any other promotions or products in the ScanSnap range?

    a. You can opt-in to ScanSnap Marketing Communications when you submit your claim b. You can follow us on Facebook, Instagram and Twitter. c. You can visit our official ScanSnap site to view the product catalogue and any promotions that may be running. D. You can visit and and use LiveChat! to speak with a customer support representative.

  • Where can I get more information regarding the delivery of my product?

    a. Delivery information will be sent you to via email, including tracking number once your iX100 has been shipped. B. You can visit our official ScanSnap site or this website and use LiveChat to speak with a customer support representative

  • Which products are eligible for this promotion?

    The promotion is limited to these Qualifying Products, identified by their Part Numbers: a. ScanSnap iX1500 - White model (Part Number: PA03770-B001) b. ScanSnap iX1500 – Black Limited Edition model (Part Number: PA03770-B101)

  • What date restrictions apply to this promotion?

    This Offer is valid only for Qualifying Products purchased on or between these dates: a. Start date: 6th January 2020 b. End date: 30th April 2020.

  • How long do I need to wait before I can apply for the product?

    The claim window is 30-60 days from purchase The Customer must wait 30 days from the date on which a Qualifying Product is purchased before submitting a Claim (counting 30 calendar days from the date shown on the invoice). This 30 day window is used to collect sales information to validate Claims and ensure this Offer is not misused by Customers returning a Qualifying Product after submitting a Claim.The Customer must submit their Claim no later than 60 days from the purchase date of the Qualifying Product (counting 60 calendar days from the date shown on the invoice).

  • When is the deadline to claim?

    30th of May is the last day to submit claims

  • Who can claim for this promotion?

    Any Person who has purchased a new Qualifying Product for their own personal or business use who is not employed or engaged by or otherwise connected to PFU, its Distribution or Reseller Channel, Fujitsu, or any individual professionally connected to the promotion.

  • What territories are included in this promotion?

    This Offer is available to Customers who are located in one of the Qualifying Countries listed below, who have purchased a Qualifying Product during the Promotion Period, from a reseller or retailer located in a Qualifying Country listed below: Austria Belgium Bulgaria Croatia Czech Republic Denmark Finland France Germany Greece Hungary Ireland Italy Luxembourg Netherlands Norway Poland Portugal Romania Slovakia Slovenia Spain Sweden Switzerland United Kingdom

  • Where do I find the serial number of my product?

    The Serial number is located on the product packaging and on the label on the underside of the product.

  • How long will it be before I receive my product?

    Ordinarily, you would need to allow up to 21 days from of approval of your claim to the delivery of your Free ScanSnap iX100. However, operations at our fulfilment centre are currently suspended due to enforced government restrictions. We are continuing to process claims for Free ScanSnap iX100 as normal, but shipments for approved claims will resume when restrictions are lifted.

  • Is there a limit to the number of free units that can be claimed?

    A maximum of one Claim may be submitted per Customer during the Promotion Period, irrespective of the number of Qualifying Products purchased.

  • I submitted a claim during your last promotion, but I didn’t receive anything

    Sorry but we are unable to process or accept claims made during any previous

  • My claim was approved but I haven't received my Free iX100

    Please allow up to 21 days from the date we approved your claim. If you have still not received your shipment after this, please use the tracking link in the shipment notification email to check the status of your shipment. If the courier has been unable to deliver to your address, you may arrange a re-delivery via the couriers website or by contacting Support. If the courier is unable to deliver to your address after three attempts, the shipment will be returned to our fulfulment centre and we will attempt to contact you to arrange re-delivery.

  • The tracking information in my shipment notification email says that the shipment has been returned

    If the courier is unable to deliver to your address after three attempts, the shipment will be returned to our fulfiment centre and we will attempt to contact you to arrange re-delivery. If we are unable to reach you and we do not receive a response to our messages, to arrange re-delivery by the 30th April 2021, your claim will become void and we will be no longer able to arrange a re-delivery after 30th April 2021.


Important Notice

Since the Brexit transition period ended on 31st December 2020, the UK is no longer part of the European Union Customs Union (EUCU). As our Promotion fulfilment centre is located in the United Kingdom, our shipments must now cross the new UK-EU Customs Border in order to reach customers who live in EU countries.

This change has caused significant disruption for couriers, who were already experiencing disruption from border closures and restrictions related to COVID-19 during the last week of December, part of their peak seasonal period. As a consequence of these circumstances, we are experiencing some challenges with shipments, that in some cases, may manifest as one or both of the scenarios below:

  1. Delays to shipments
  2. The consignee being contacted and asked to pay VAT and an Import Fee before their shipment is released (shipments to EU countries)

We apologise for any concern or inconvenience this may cause to some customers. We are working very hard with our couriers to resolve these issues and hope to return to a more normal situation over the next 1-2 weeks.

Delayed Shipments:

1. If your shipment has been affected by delays:

  • Your claim has been approved but it's been 21 days since you received your shipping confirmation
  • The tracking information shows that your shipment is still in transit
  • You have not received your shipment

Please allow up to 14 additional days for your shipment to arrive.

VAT/Import Fee:

2. If you live in an EU country and have been contacted by customs and asked to pay VAT and an Import Fee for your shipment, please contact our support team via LiveChat and they will help get your shipment released, without any charge to you.

When you contact Support

Please provide support with the following information:

  • The Tracking Number for your shipment (this begins 1ZW and can be found in your shipping confirmation email. It is also included in email correspondence you receive from UPS)
  • The email address used when you submitted your claim

Thank you for your patience and understanding

The PFU EMEA team