FAQs

If you are having problems with the Vocera eStore site or have questions, this is your first stop for help and general information.

Please look through the following topics, to see if we have already answered your question. If not, please feel free to contact CustomerCare@vocera.com with your situation, or call us at 888-9Vocera (888-986-2372).

The Vocera eStore is intended for existing Vocera customers. For more information about ordering a new Vocera system for your facility, please contact your Vocera Inside Account Manager or send email to salesweb@vocera.com or call 408-882-5100 and ask for sales.

You will need to create a user account to access the full Vocera eStore site. Once your account access has been authorized, you will be able to enter the site and place orders just as you would on any ecommerce site.

Expedited orders incur a $30 handling fee.

Areas Where We Ship

At the present time, we only ship to the Continental U.S. Alaska, and Hawaii.

Shipping Cost

You will find UPS Ground shipping charges for your order in the summary section of your shopping cart when you enter your ZIP Code and click "Calculate Total.”

Shipping costs for orders are based on weight or dimensional weight (determined by the actual size of the box), whichever is greater. Ground shipping is not available to AK or HI. We do not ship to P.O. box addresses in the Pacific Rim U.S. territories (Guam, Marshall Islands, Mariana Islands, Palau, etc.); you must have a street address. All orders to U.S. territories will be shipped via UPS Worldwide Service.

All orders are shipped FOB Vocera.

Shipping Options

For the 48 contiguous United States, Vocera offers a variety of shipping options: UPS Ground, UPS 2-Day Air, UPS 3-Day Select, UPS Next Day Air Saver, and UPS 1-Day Air (for expedited orders). We currently use UPS as our main carrier.

The default shipping is Ground Shipping. All orders may require someone to sign for them.

Shipping Time

Orders are processed and shipped within 3 business days of receipt. Actual shipping time is contingent upon availability of merchandise and credit verification. No orders are processed or shipped on Saturdays or Sundays. In the event of delays, every effort will be made to contact you by phone, email, or mail. If the delay is due to backorder, you will receive notice and be given the choice to remain on backorder, substitute to another item, or cancel your order.

UPS Ground Shipping can take between 3 and 10 business days. "Business days" do not include Saturday, Sunday or Holidays.

Changing “Ship To” / “Bill To” Addresses

The eStore uses the shipping and billing addresses registered for the customer account in Vocera’s records. When placing an order, customers may choose from any of the pre-registered addresses. To prevent errors and fraud, we do not allow changing shipping/billing address dynamically in the store. However, you may contact Customer Care at 888-9Vocera (888-986-2372 or CustomerCare@vocera.com) to register additional addresses for you.

In general, orders may not be canceled or returned once they are placed. If you have made an error and need to change your order, please see “Cancel or Change an Order” below.

In general, orders may not be canceled or returned once they are shipped. If you have made an error and need to change your order, please call us immediately at 888-9Vocera (888-986-2372) or send an email to CustomerCare@vocera.com with the order number and the word URGENT in the subject line.

All returns need to follow Vocera’s standard, published RMA policies. Please log in to the customer or technical support portals on www.vocera.com to read the entire, published RMA policy and to request an RMA number.

The standard Vocera warranty for new badges and chargers is one year. All other items (batteries and accessories) carry a 90-day warranty.

Prior to returning any malfunctioning badge, battery, or charger, an inspection must be performed by the customer and documented using the RMA checklist which is in the customer portal. Any item that fails during the inspection process can be returned to Vocera by using a Return Material Authorization (RMA) number. This number is issued at the time you submit your request using the Vocera Technical Support Portal.

To request access to the Technical Support Self-Service Portal send a user name and password request to support@vocera.com

Vocera Communications, Inc. collects sales tax based on the tax policies of the address the order is being shipped to. If your organization is tax exempt, you can submit a certificate to CustomerCare@vocera.com verifying your tax-exempt status. Once this information is entered in your record, your orders will not be charged tax.

The Vocera eStore accepts Visa, MasterCard, and American Express. Customers may also purchase on credit by providing a valid P.O. number. Existing Vocera customers with an existing P.O. in place with Vocera (not one of our reselling partners), may be able to reference their existing P.O. at the time of check out. This functionality is only available to customers who have an established line of credit with Vocera and their account is in good standing. Customers with overdue accounts will only be able to place orders via credit card.

It is your responsibility to provide the correct P.O. number with your order and you will be asked to accept full liability for the total value of the order even if the P.O. number provided by you to Vocera is incorrect. If you have questions, please contact CustomerCare@vocera.com

Items do sell out. If an item is still current, it will display "temporarily out of stock" next to the product image on the full product description page. If an item is discontinued and becomes sold out, it will disappear from our website. On very rare occasions, even when an item is in stock at the time an order is placed, it might become back-ordered due to too many people placing orders at one time. If this is the case, and you have placed an order, you will receive an automatic email alerting you that this item is backordered.

If some items on your order are backordered, you can elect to have a partial shipment of the items in stock.