Frequently Asked Questions


Can I place my order over the phone?
Yes! Shop Xerox representatives are available Monday-Friday, 8:00am - 8:00pm ET. Call 800-750-7232 to place your order.
Can I make changes to my order after it has been submitted?
In some cases, an order can be changed after it's been submitted. Call 800-750-7232 to speak to a Shop Xerox representative.
When will my credit card be charged?
First, we'll get an authorization and hold the funds on your card. You will then see the actual charge on your card approximately 1–2 days after your order ships.
Which payment methods do you accept?
Shop Xerox accepts payment by Visa, MasterCard and American Express. At this time, we cannot accept payment with gift cards (such as Visa gift cards). To place an order using a Purchase Order, please call 800-750-7232 to speak with a representative.
How can I check my order status?
If you are signed in, your recent orders will be displayed in Your Shop Xerox Account side bar on the right side of the page. If you are not signed in, you can check your order status by entering your order number and email address.
How do I obtain tax exemption for my organization?
Please call 800-750-7232 to apply for tax exempt status.
Why am I being charged tax online when my organization has successfully filed for tax exemption with Shop Xerox?
If you are already tax exempt, tax will display on your online order and order confirmation. Tax charges will be removed at the time of invoicing.
Does Shop Xerox offer lease pricing?
Select printers and multifunction printers valued at $3,000 or more are available for lease. Customers who have been in business for at least two years can call 800-750-7232 to learn more. A preliminary credit check is required.
I noticed a warning about my browser and security. How can I purchase from Shop Xerox?
In order to secure your transaction, we need to create a secure connection between your computer and our website. Unfortunately, security exploits have made it difficult for older browsers to do this and we have disabled insecure purchases for your safety. Users of Internet Explorer 6, for example, are completely disabled. You may wish to upgrade your older browser to enjoy a faster, easier, more secure browsing experience or call us at 800-750-7232 to make a purchase by phone.


When will I receive my order?

In stock items will generally deliver within the following timeframes:

Orders placed before 1:15pm EST:
  • Rush: Arrives in 1 business day
  • Expedited: Arrives in 2 business days
  • Standard: Arrives in 3–7 business days
Orders placed after 1:15pm EST:
  • Rush: Arrives in 2 business day
  • Expedited: Arrives in 3 business days
  • Standard: Arrives in 3–7 business days

Some orders qualify for late shipment cutoff times. If your order is urgent, you may wish to place your order by phone (800-750-7232) to ensure your order ships the same day the order is placed.

Delivery timeframe is a good-faith estimate, not a guarantee.

All orders are subject to review.

An order placed before the cutoff time may not ship the same day, if the order is held for review. Orders held for review will only be released on business days, excluding holidays.

Backorder items will ship when inventory becomes available. You will not be charged until the order has shipped. Your items will ship via the shipping method chosen during checkout.

How are shipping costs calculated?

Shop Xerox offers free ground shipping on supplies-only orders.

For all other orders, shipping is calculated based on the shipping method chosen and the weight of your order.

Weight Standard Expedited Rush
Up to 10 lb $7.99 $14.99 $19.99
10.01 to 25 lb $11.99 $19.99 $29.99
25.01 to 50 lb $15.99 $29.99 $39.99
50.01 to 70 lb $19.99 $39.99 $49.99
Over 70 lb $39.99 $69.99 $99.99
How much does shipping cost?
Shipping charges are calculated based on your shipping method and the weight of your order. Items ordered may be split into different shipments to expedite delivery. Split shipments do not result in additional costs.
Where can I ship my order?

All items within an order will ship to a single address in the 50 United States. We cannot ship to a destination outside the United States, PO Box, or private mailbox (PMB).

Canadian customers: please visit Shop Xerox Canada.

Customers shipping to Puerto Rico or Guam: please call Shop Xerox to place your order over the phone: 866-495-6286.

Will I receive a shipment confirmation?
Yes, you'll receive a shipment confirmation in email on the day your order ships. Be sure to save this email for your records, as it will include your order number, order details, and shipment tracking information.
How do I track the shipping status of an order?
Once your order ships, we'll send you a shipment confirmation. This shipment confirmation email will contain a tracking number that you can use to check the progress of your shipment. You can also check your order status online by entering your order number and email address.


Does Shop Xerox offer installation services?
All Xerox printers and multifunction printers are eligible for installation/setup services. Call 800-750-7232 for details and pricing.


How do I initiate a return?
To initiate a return, contact CDW Customer Relations (800-750-7232) to request a Return Merchandise Authorization (RMA) Number. You'll need to provide your name, applicable invoice number, product serial number, and reason for your return. You'll have five days to return a product after the RMA is issued. Return your product in its original box and include any packing materials, manuals, etc. that arrived with your product. You are responsible for the shipping fees for returning the product, and you are strongly advised to purchase full insurance to cover any loss or damage to your item(s) in transit. All accepted returns are subject to a minimum 15% restocking fee. CDW must receive your product within 30 days of invoice date to be eligible for a credit or exchange. CDW will pay for the cost of shipping replacements or exchanges of returned items, and will match the shipping method used to return the product.
What should I do if my order arrives damaged?
If a product arrives damaged, please refuse the product upon original delivery attempt. If damaged products are accepted from the carrier, the damage should be noted on the carrier delivery record. Please save the product and the original box and packaging and notify CDW (800-750-7232) within 15 days of delivery acceptance to arrange for a carrier inspection and a pick up of damaged products. Timely receipt of this information is necessary for CDW to file a damage claim.
I received a defective item, how do I return it?
CDW will accept most defective products that are returned within 15 days of the invoice date. Please see "How do I initiate a return?" above. A credit, replacement, exchange or repair will be issued. After 15 days, only the Xerox warranty applies.

Your Account

I've forgotten the password to my account. What can I do?
Complete the password recovery form, located in the sidebar to the right. A new password will emailed to the address in the account.
How do I submit my meter reading?
You can submit your reading after logging in at the metered customer page.
How do I find information on past orders?
Sign in to your account to view your order history.
How do I access my company's unique store?
Please log in using the custom URL given to you for that store. Some stores may require a PIN before use.
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