FAQ (Frequently Asked Questions)

  • Q. I have a question about Company information and policies
    What are your Hours of Operation, and Holiday schedule?

    Serialio.com has an online Store, where products can be ordered 24/7. The operating hours of Serialio's physical office are generally 9-5 CST Monday through Friday. On occasion, a staff member will be here after hours or on the weekend. Please email or call with any questions.

    The Serialio office is Closed for business on the following days:

    • Memorial Day
    • Independence Day
    • Labor Day
    • Thanksgiving Day
    • Christmas Day
    • New Year's Eve
    • New Year's Day

    In addition, Serialio offices are usually closed Christmas' Eve, however there may be staff on hand.

    What are shipping costs and lead times?

    Shipping costs and lead times depend on the items you are ordering, your location, and if the items are in stock. The best way to explore your shipping options is to create an account on the Serialio.com Online Store. Once you have created an account, add the desired items to your cart, and proceed to checkout. If any of the items are Backordered, it will notify you of this. Continue to the shipping screen. Here you will see the various shipping options we offer, as well as the corresponding costs. You are not required to enter in payment details to see this information. You can also contact sales@serialio.com to verify the information.

    My USPS International package hasn't arrived, what can I do?

    If you have chosen the USPS International (Global Express Mail) shipping, and you have not received the package, first track the package to see if USPS states it has been delivered or not. (Serialio will provide a USPS confirmation number upon shipment). If the package has still not been received with 60 days of purchase, you must contact Serialio.com If not notified of the failure to deliver the package after 60 days, it is assumed that customer has received the package. After 90 days from shipment, due to USPS International tracking limitations, we have no power to locate the package. Please avoid this problem by keeping close contact with Serialio.com if you suspect your package has been misplaced/lost/stolen.

    Can I have my order shipped via First Class Mail or International Mail without insurance or tracking?

    Yes, however, a special form must be filled out to authorize this shipping method, release liability from SerialIO, and accept the risk involved. Click here to download the Mail Shipping Release Form Once completed, attach the form in an email to sales@serialio.com or fax to 866-546-4523.

    What is the warranty on your products?

    Serialio.com provides immediate warranty support for products sold by Serialio.com within 30 days of purchase for DOA items and defective products. After the initial 30 days, our technical staff can attempt to troubleshoot any issues that you may have with your products but will generally direct you to the manufacturer for warranty repairs and replacement. Depending on the manufacturer of product purchased, warranty period can be from 30 days to two years. See below for a general listing of Product warranty terms.

     

    **Products NOT purchased directly from Serialio.com cannot be verified and are NOT accepted. If an item was purchased from one of our resellers, please contact them directly to arrange for RMA.

    Serialio.com warrants that all products we sell will work as advertised on our site. If a product purchased from us is later determined not to be a good fit for Buyer's particular application, we will accept a return without restocking fee when replacement or alternate part is also purchased from Serialio.com.

    Serialio.com software products are licensed by Serialio.com per device and can only be refunded when Buyer completes a Software Destruction Letter and certifies that all versions of the software have been removed and are no longer in use. Our software is available for free on our downloads page, and license keys can be purchased from our online store. Serialio software license purchases include one free license reset during the first year to accommodate an upgrade or device exchange during this period. The license reset is non-transferable and can only be requested by the original purchaser by contacting Serialio.com Support. Additional license resets within the first year may be purchased for $19. After the first year, in the event that Buyer requires a license to be transferred to another device, a new license must be purchased. Discounts may be available on a case-by-case basis. Contact Serialio.com for additional information.

    What is your return policy?

    IMPORTANT NOTE: No returns will be accepted without a Return Merchandise Authorization (RMA) number. You must contact Serialio.com before shipping any returns. See our full Return Policy at the bottom of this page.

    By returning merchandise with an RMA number, you accept the terms of the Return Authorization Policy.

    In general, there are three categories of returns; here are the explanations of each:

    1. Repair/Exchange:
    Item is defective and still covered by warranty. Item will be repaired or replaced at Serialio's discretion. Customer is responsible for shipping the item back to Serialio.com
    -or-
    Customer ordered the wrong item and would like to exchange it for the correct item. In this case, the customer is responsible for shipping both ways. Items are eligible for exchange only within 30 days of the receipt of the product.

    2. Refund: Items qualify for a refund only if the product is defective or not operating as promised. You may request a return within 30 days of the receipt of the product. All shipping costs are non-refundable, and the customer is responsible for shipping the item back to Serialio.com. Customer must allow Serialio Support to troubleshoot before obtaining an RMA for a refund.

    A full refund will only be provided when items are received with all original packaging, in 'like new' condition.

    IMPORTANT NOTE: Serialio.com reserves the right to refuse returns of products received without all original packaging and accessories, or if the product is in damaged or unsellable condition. If a return is accepted despite these circumstances, the customer may be charged a total fee of 25%. (includes 10% Replacement Processing fee + 15% Standard Restocking fee)

    • Scanfob® 2006 and 3002i barcode scanners - 2 years
    • KeyBatch Scanners - 1 year
    • KDC scanners - 1 year (90 days on battery)
    • Motorola scanners - 1 year
    • Socket Scanners - 1 year (90 days on accessories)
    • Bluetooth and Wifi adapters - 1 year
    • RFID products normally are covered for 1 year
    • Cables and adapters are normally covered for 30 days
    •  

      3. Refund w/ restocking fee: Customer simply “changed his or her mind" or is returning a non-defective product. The standard restocking fee is 15%. A restocking fee for damaged or incomplete returns can be up to 25%.

      I ordered the wrong product, what do I do?

      Contact sales@serialio.comto setup either an exchange or refund for the incorrect items.

      How do I apply for credit (Net terms)?

      If you would like to establish terms with us, please print and fill out our Credit Application. Next, fax the request to 1-866-546-4523 for approval (this may take up to a week). Our terms are Net 30.

      Purchase Order requirements?

      Note: The minimum value for purchase orders is $300.00. POs not meeting this minimum will not be accepted.
      Once we have established terms, you can place orders online by selecting “Purchase Order” as your method of payment
      Next, please Fax or Email a signed copy of the Purchase Order with the following:
      P.O. Number, Billing address, Shipping address, Purchasers Name or contact name, Customers Name (if different than purchasers name),
      Phone Number, Email address, List product(s) for purchase (be specific), Part number(s)(preferred), Pricing, UPS Shipping Method,
      or if using your own courier provide your account number, a deadline for shipment, and if in the state of California, tax exempt information if applicable.

      Do you accept Paypal?

      Yes. We accept Paypal payments.
      When you place your order, select Proforma Invoice, and Paypal as your payment method.
      You can send your payment to paypal.sales@serialio.com, please reference your order number.

      Do you do custom cable orders?

      In most cases, we can manufacture your custom cable.
      Contact us with your specification requirements and we will discuss manufacturing.
      Normally the minimum quantity order for custom cables is 100 units.

      I have a question for Sales.

      Click here and fill out the form, or send an email to sales@serialio.com

      I have a question for Technical Support.

      Click here and fill out the form, or send an email to support@serialio.com

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  • Q. I have a sales question about SerialIO.com products
    How do I pick the right barcode scanner?

    Serialio.com offers a broad range of barcode scanners. There are cabled scanners, Bluetooth (wireless) scanners, 1D and 2D barcode scanners, battery-powered, rechargeable scanners, and they come in all shapes and sizes. Click here to help determine which scanner is right for you!

    I want to buy a Scanfob® 2006 barcode scanner. Does it require software?

    The Scanfob® 2006 has multiple connection options that allow it to work on a wide variety of platforms. Some platforms may require SerialMagic software, such as Android, Blackberry, and Windows Mobile. Desktop platforms can operate with or without SerialMagic, such as Windows and Mac OS X. iOS devices such as the iPad, iPhone*, and iPod Touch* do not require any software. Click here for more information on SerialMagic

    *iPhone must be 3GS or later; iPod Touch must be 3rd Gen or later

    External link: Which iPod Touch do I have?

     

    Why choose the BlueSnap USB instead of other Bluetooth USB dongles?

    Here are some reasons why our BlueSnap USB is superior to other Bluetooth dongles:

    • Bluetooth setup is significantly easier with SerialMagic.
    • Has the Bluetooth software stack on-board, which is more stable than Windows Bluetooth.
    • BlueSnap and Bluetooth device can be moved between computers without re-pairing.
    • Use with SerialMagic to remotely configure other BlueSnap RS-232 modules over Bluetooth.
    Do your products run on Parallels and/or Fusion virtualization software?

    Yes. Our products have been tested and run on Parallels Desktop and VMWare Virtual Machines.

    Do your barcode scanning solutions work on the Apple iPhone, iPad, or iPod Touch?

    We have many solutions that operate on the Apple iPhone*, iPod Touch*, and iPad or iPad 2. Both the Scanfob 2006® and KDC200 laser Bluetooth barcode scanners can connect directly to these iOS devices and enable scanning into any application that accepts keyboard input. *iPhone must be 3GS or later; iPod Touch must be 3rd Gen or later External link: Which iPod Touch do I have?

    How do I create barcodes?

    There are many options for creating barcodes. There are many barcode creation programs and barcode fonts. We recommend our Free Online Barcode Generator.

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  • Q. I have a question about the Online Store
    I purchased software, how do I download it?

    You can download your software from your Serialio.com Store account. Click here to log in and then click on "My Downloads." (Always choose “Save to Disk” and not “Open” when downloading files).

    Most versions of SerialMagic can also be downloaded from the SerialMagic Downloads page

    I forgot my password, what can I do?

    Click here and enter the email address that was chosen during store registration.
    A new password will be emailed to that address.
    If you can no longer access this address and need it changed, please contact SerialIO support.

    My download links have expired, what can I do?

    Contact support@serialio.com, and we will reset your download links.

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  • Q. I have a general question about SerialMagic
    What is SerialMagic?

    SerialMagic is the most popular way to get serial data to practically any location that you need. Serial data comes from electronic devices such as (but not limited to): barcode scanners, RFID readers, magnetic strip readers, digital scales and calipers, GPS receivers, network equipment consoles, data loggers, flow meters, microcontrollers, and much more. SerialMagic supports more serial devices and runs on more platforms than any other software of it's kind.

    How can I try out SerialMagic before I buy it?

    Please check out our SerialMagic downloads page for evaluation download links to most of our supported platforms.
    Contact us about potential solutions on other platforms.

    What serial input interfaces does SerialMagic support?

    The connectivity options for SerialMagic greatly depend on the platform
    "Bluetooth" implies Bluetooth SPP (serial port profile).
    "Cable" implies RS-232 compatible or emulated interface.
    "Wi-Fi" implies support for the WiSnap Wi-Fi to serial adapters.

      Bluetooth Cable Wi-Fi
    Android 2.1 (and later) .   1
    Windows 8, 7, Vista, XP, 2000 (and Server versions) . . 2
    Blackberry 4.2.1 (and later) .    
    Mac OS X 10.5 (and later) . . 2
    Windows Mobile 5 and 6 Smartphone or Professional . .  
    Symbian S60 OS 7, OS 8, and OS 9 .    
    Palm OS 5.2(and later) . .  

    ¹ - Feature coming soon
    ² - Available using ScanReader Flow

    Why is “Unlicensed SerialMagic” being displayed?

    You will receive “Unlicensed” messages if SerialMagic has not yet been registered.
    Enter the license key that was generated by the Serialio.com Store.
    If you purchased the software from a distributor, please contact them for a token.

    Where is the iOS (iPhone, iPad, iPod Touch) support?

    Unfortunately, iOS does not allow applications in the background to perform processing, which SerialMagic requires to send data to other applications. We have many Bluetooth and Wi-Fi devices available that can connect directly to iOS without any additional software. Please contact us about your requirements.

    I love SerialMagic and want to buy it. How can I get a license for SerialMagic?

    Please visit our online store to purchase SerialMagic licenses.
    You can download SerialMagic from our downloads page then register it using these instructions.
    Please contact us if you need many licenses and would like to discuss volume licensing.

    I purchased a SerialMagic license, where is my license key?

    Click here for instructions on generating a license key.

    If I purchase SerialMagic through my account, how do I provide license keys to another party (client/co-worker/customer)?

    See the SerialMagic Licensing for Resellers note on our website.

    I received a “token” from my supplier, how do I exchange this token for a key?

    Go to the SerialMagic License Tool and enter the token.
    Input your name, and/or Hardware ID, and click “Generate Key!”
    Enter the resulting key into the SerialMagic software to register.
    (Write this key down for your records).

    I am a developer and want to take advantage of the powerful data capture engine in SerialMagic. Is there an API that I can use in my
    application? What is the cost for the API?

    Absolutely, please see our SerialMagic API page.
    The SerialMagic API is available with a SerialMagic license purchase.

    What is my registration name? Where is my Hardware/Computer/Device ID?

    The registration name chosen during license key generation is used to help you identify where your license keys are used. The registration name can be anything you would like to help you recognize which device that the license is used on. The Hardware ID (aka Computer ID or Device ID) is found in the SerialMagic application on the device that will be receiving the license key.

    Can I get a bundled discount on a SerialMagic license if I purchase hardware from SerialIO.com?

    We offer bundled discounts on SerialMagic with the purchase of barcode scanners or RFID readers. SerialMagic (on some platforms) is even free of charge with some Genuine devices purchased from SerialIO.com, such as Scanfob® 2005 wireless barcode scanners, or Scanfob® HF and UHF wireless RFID readers.

    What kind of support do I get with my license purchase?

    SerialIO.com's world-class support will help you get the software set up for your needs.
    We provide up to 3 months of basic setup support with the purchase of a SerialMagic license.
    Within this time, you are entitled up to 3 support setup incidents, although most users only need one.

    What if I want to upgrade software to the newest version?

    If you purchased a bundle with SerialMagic Pro within the last year, you are entitled a free upgrade.
    After the 1-year warranty period has ended, upgrades for SerialMagic can be purchased for $49.95.

    How many devices can I install SerialMagic on?

    You can install the free SerialMagic downloads onto as many devices as you'd like, but each license key is only valid on one device.

    What if the device with my license key is broken or lost?

    if your SerialMagic license is under support, contact SerialIO.com for a license reset, allowing you to generate a new license key for your replacement device once within the one year support period.

    What happens after my license support expires?

    Your SerialMagic license will continue to work on the device it was originally registered for, perpetually. If you need technical assistance, including setup assistance or software updates, you may need to purchase a support incident or new license key.
    If you need to reset a license key on a broken or lost device, there is a $19 license reset fee (does not include support - only a new key). If your license key is out of support, you will need to purchase a new license key.

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  • Q. I have a question about SerialMagic & Barcode Scanner Troubleshooting

    For a more comprehensive troubleshooting list visit our Support and Knowledge Base pages.

     

    SerialMagic does not work with my Bluetooth adapter or built-in Bluetooth, what can I do?

    SerialMagic for Windows only supports Windows Bluetooth adapters or BlueSnap USB adapters. Some Bluetooth adapters use 3rd Party drivers. If your Bluetooth adapter uses Widcomm/Broadcomm, or Toshiba drivers, they will need to be removed. Please see the following document for further explanation, and procedure to Hack Windows Bluetooth to support any Bluetooth adapter.

    How do I use setup SerialMagic with Readerware on Windows?

    See the Setup Guide for SerialMagic and Readerware on Windows.

    What is the Bluetooth Passkey for the Scanfob® 2002 scanner?

    The default passkey for the Scanfob® 2002 scanner is 0000.
    (Please note that the scanner passkey is different from the software license key)

    Do I need to use ISBN Conversion?

    ISBN Conversion is a feature of SerialMagic Pro aimed at customers who scan book barcodes. In default mode, the LaserChamp scanner and SerialMagic will read the book barcode as a 13 digit number. If your application requires the ten digit ISBN number, then you should activate ISBN Conversion (see below).

    How do I setup my scanner for ISBN Conversion?

    To setup your scanner and software for ISBN Conversion, see this page:
    How Do I Scan ISBN's ?

    What is the 5 digit barcode next to the book barcode, and what do I do about it?

    On some books, there are two barcodes side-by-side. One barcode is 5 digits long, referred to as the product code, or "supplemental code." Some applications, such as Readerware, can handle the extra code, other applications cannot. Configure the LaserChamp to either "Combine Barcodes" or "Disable Supplemental Codes" by scanning the appropriate control barcode found on the following sheets:

    If you have a LaserChamp II barcode scanner:
    LaserChamp II Barcode Scanner Control Codes

    If you have an original LaserChamp barcode scanner:
    LaserChamp Barcode Scanner Control Codes
     

    I scanned one barcode, why does it keep displaying it over and over again?

    Check to make sure that the correct “Device Type” is selected in SerialMagic. If the problem persists, contact your supplier or Serialio.com Technical Support.

    SerialMagic Bluetooth does not reconnect following suspend/resume cycle on Vista!

    If you are experiencing problems with reconnecting to Bluetooth devices on after a suspend/resume cycle on Vista, please Read this.

    How do I turn off LaserChamp II (aka ROV) sequence numbers over Bluetooth connection?

    Download LaserChamp II scanner control codes.
    Scan the following three (3) LaserChamp II (aka ROV) control barcodes
    ACK-NAK Disable
    Sequence Numbers Disable
    Serialization over Bluetooth Disable

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  • Q. I have a question about the BlueSnap Product Line and RS232 Cables
    Where can I download drivers for my USB-to-serial adapter?

    You can download drivers for the USB-to-serial adapter Click here

    Where can I download drivers for the BlueSnap USB?

    You can download drivers for the BlueSnap USB Click here

    I purchased a BlueSnap Bluetooth RS-232 Adapter, how do I configure it?

    All of our BlueSnap Bluetooth hardware is shipped with these basic settings:
    115200 / 8 / None / 1 / None, No Flow Control, and is set to Slave Mode.
    If you wish to modify these or any other settings, please see the BlueSnap Configuration page.

    Does the RS-232 cable for my mobile device require drivers?

    No. The various RS-232 cables that we provide for mobile devices do not require drivers. However, you will need software of some kind (SerialMagic, or custom, third-party, other) to communicate to your device via the cable.

    When I plug in my USB-to-serial adapter, Vista Crashes!

    If you plug in the USB-to-serial adapter on a Windows Vista machine, and the computer crashes (Blue Screen), then do the following:

    • Uninstall all drivers that were installed for the USB-to-serial cable
    • Reboot the Vista machine
    • Plug in the cable, and let Windows search for the driver from Microsoft Software Update
    • Vista should install the drivers automatically

    When properly installed, the cable will show up as "Prolific USB Serial Port" under Control Panel > System > Hardware > Device Manager > Ports.

     

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  • Q. What is your return policy?

    IMPORTANT NOTE: No returns will be accepted without a Return Merchandise Authorization (RMA) number.

    By returning merchandise with an RMA number, you accept the terms of this Return Authorization Policy.

    In general, there are three categories of returns; here are the explanations of each:

    1. Repair/Exchange:
    Item is defective and still covered by warranty. Item will be repaired or replaced at Serialio's discretion. The customer is responsible for shipping the item back to Serialio.com.
    -or-
    Customer ordered the wrong item and would like to exchange it for the correct item. In this case, the customer is responsible for shipping both ways. Items are eligible for exchange only within 30 days of the receipt of the product.

    2. Refund: Items qualify for a refund only if the product is defective or not operating as promised. You may request a return or exchange within 30 days of the receipt of the product. All shipping costs are non-refundable, and the customer is responsible for shipping the item back to Serialio.com. Customer must allow Serialio Support to troubleshoot before obtaining an RMA for a refund.

    A full refund will only be provided when items are received with all original packaging and accessories. Item must be in 'like new' condition.

    IMPORTANT NOTE: Serialio.com reserves the right to refuse returns of products received without all original packaging and accessories, or if the product is in damaged or unsellable condition. If a return is accepted despite these circumstances, the customer may be charged a total fee of 25%. (includes 10% Replacement Processing fee + 15% Standard Restocking fee)

     

    3. Refund w/ restocking fee: Customer simply “changed his or her mind" or is returning a non-defective product. The standard restocking fee is 15%. A restocking fee for damaged or incomplete returns can be up to 25%.

    Return Authorization Policy
    RMA numbers are valid for 30 days from the date of issuance. RMA for refunds must be received by Serialio within ten days from the date of RMA issuance to qualify for full refund. Refund processing can take up to 2 weeks in addition to standard RMA processing time. Refunds to may not show up on customer statement from the bank for a full billing cycle.

    Any items returned using expired or incorrect RMA number or with incorrect refund method selected may be issued a refund (with or without restocking fee) as a store credit in the form of a coupon code issued for the appropriate refund value. RMA Store Credit Coupons expire one year from date of issuance, and their use is subject to approval by Serialio.com.

    "For standard RMAs, a customer is responsible for shipping costs associated with the return to SerialIO. In the case of warranty service, Serialio will ship the repaired or replacement item via standard ground at no cost to the customer. A  customer  can opt to have the shipment sent via air, however, will be responsible for all fees over the ground shipping rate."

    When returning an item under warranty, Serialio has full discretion decide to repair/replace unit and reserves the right to replace units with thoroughly tested used equipment. Replacement will be covered only for remaining warranty period.

    RMA processing time varies and is dependent upon the amount of returned products in queue at any given time plus any circumstances specific to the returned item. Therefore, we cannot provide a processing time frame guarantee. If you have any deadlines or time constraints, please let us know at time of RMA issuance, and we will do our best to ensure timely processing of your return. Generally, RMA processing time ranges from 3-7 business days from date of RMA receipt but can take up to a month to complete the RMA process.

    If there is any question regarding warranty coverage on returned item, the unit must be evaluated by the manufacturer. This can delay processing time.

    We understand that our customers require use of their equipment and in some cases cannot wait the standard RMA processing time to obtain a replacement unit. To accommodate our clients' needs during the RMA process, Serialio has developed a Loaner Replacement Program. We regret that we can no longer offer the option to cross-ship replacement units to customers. If you would like to discuss other possible options, please contact sales@serialio.com.

    Loaner Replacement Program (LRP) - If RMA replacement unit is required immediately, customer can request to see if they qualify for LRP. Customer will purchase a replacement unit at retail price + desired shipping. After the faulty unit is repaired and returned, the customer must request an RMA for the LRP unit. A refund will be issued for the total value of the replacement unit (not including shipping). A 15% restocking fee will be assessed if loaner replacement is not in like new condition. If the RMA item is not repairable, customer will keep the LRP unit and the cost (minus shipping) will be refunded. If RMA item is determined to be non-defective or not covered by warranty, depending on the specific circumstances, customer will have the option to keep both units or return the loaner unit to Serialio.com for refund as per policy. If customer does not qualify for LRP, customer can purchase unit and return within 30 days for refund minus 15% restocking fee.

    IMPORTANT NOTE FOR INTERNATIONAL RETURNS SHIPMENTS TO SERIALIO.COM
    Customer must clearly mark package and all customs documents as a RETURN. Ship package as a FREE DOMICILE SHIPMENT. Failure to declare package as a free domicile return shipment could result in brokerage fees being assessed. Duties, Taxes and Brokerage Fees may be charged on any shipment with a value of over $200.00. Customer is responsible for ALL fees related to shipment of package to our warehouse and agrees to reimburse Serialio.com the full invoice amount of any assessed fees for the inbound RMA shipment that are billed directly to Serialio.com. Customer also agrees to pay an additional $15 International Package Services processing fee. Payment must be remitted IN FULL prior to RMA processing. Please verify with your local postal service the correct procedures for mailing an international return RMA shipment.

    International Warranty Exchange RMAs will be shipped to customer via Priority International Mail or comparable service at no cost. Shipping can be upgraded at customer's expense.

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