Support

Customer Support Questions

Choose from the categories below to find answers to common questions and resources, including troubleshooting steps, operating systems, or areas such as networking, hard drives and more.

Resellers

Q

How do I create a web login under my existing company record?

If your company has been set up as a reseller with StarTech.com and you do not have a login, complete the following:

  1. On the StarTech.com website, click the Reseller Area tab.
  2. Under New Customers, click Create Account.
  3. If you meet the criteria listed, select the check box.
  4. In the Tax ID field, enter your tax ID.
  5. Do one of the following:
    • To attach a scanned copy of your completed Resale/Exemption Certificate, select the first option and click Browse. Follow the on-screen instructions to attach your documents.
    • To fax your completed Resale/Exemption Certificate, select the I prefer to fax my registration instead option. Certificates should be faxed to 519-455-9425 and to the attention of the Customer Service Advisory team.
  6. Click Continue
  7. Under Account Type, select the I am a current StarTech.com Reseller looking for a web login ID option.
  8. Complete all required fields under Contact Information and Company Information.
  9. If you agree to the terms and conditions, select the Terms and Conditions check box.
  10. Click Create Account.

Note: When the form is completed and submitted, the Customer Service Advisory team will verify the request and add you to your company's record.

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Q

How do I pay my account balance if I am on net terms?

StarTech.com sends daily email or mail invoices to all of the resellers that are set up on net terms. In order to pay your net account, you must send a payment by a wire transfer or a cheque with the amount invoiced within a certain amount of time based on the net terms agreement.

Note: If a net terms account is not paid on time, orders placed may be held until the account is paid down.

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Q

How do I view my reseller pricing and availability?

To view your reseller pricing and availability, complete the following:

  1. On the StarTech.com homepage, click Login at the top of the page.
  2. Enter your username and password, and click Login.
  3. When you are logged into your account, each product page that you visit lists your price and the Manufacturer’s Suggested Retail Price (MSRP). The current availability is listed below the price.

Note: To download a price list that includes the product ID, product description, reseller price, and MSRP for all the StarTech.com active SKUs, contact the Customer Service Advisory team.

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Q

How do I apply to be a StarTech.com reseller?

To apply to be a StarTech.com reseller, complete the following:

  1. On the StarTech.com website, click the Reseller Area tab.
  2. Under New Customers, click Create Account.
  3. If you meet the criteria listed, select the check box.
  4. Do one of the following:
    • To attach a scanned copy of your completed Resale/Exemption Certificate, select the first option and click Browse to attach your documents.
    • To fax your completed Resale/Exemption Certificate, select the I prefer to fax my registration instead option. Certificates should be faxed to 519-455-9425 and to the attention of the Customer Service Advisory team.
  5. Click Continue
  6. Under Account Type, do one of the following:
    • Select the I am a reseller signing up for the first time option.
    • Select the I am a current StarTech.com Reseller looking for a web login ID option.
      Note: If you are a current StarTech.com reseller, your account will be linked to your company purchasing account.
  7. Complete all required fields under Contact Information and Company Information.
  8. If you agree to the terms and conditions, select the Terms and Conditions check box.
  9. Complete the security verification.
  10. Click Create Account.

It usually takes up to 1 business day to process your application. The Customer Service Advisory team will email you when your application has been processed.

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Q

How do I change the name of my company?

If your company name changed but your tax ID is the same, StarTech.com requires a Letter of Amendment stating that the name of your company changed. You can send this document to [email protected] and the Customer Service Advisory Team will process the name change.

If your company name changed and you also have a new tax ID, you need to complete a new reseller application and upload your new tax certificate.

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Q

How long do I have to perform a stock rotation?

You have 90 days from the invoice date to initiate a stock rotation.

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Q

Which payment methods does StarTech.com accept from resellers?

Authorized resellers are automatically set up to pay by credit card. StarTech.com accepts Visa, MasterCard, American Express, and Discover. Typically, prepaid credit cards do not work.

Resellers on net terms can pay by purchase order number instead of by credit card. Resellers on credit card terms may enter a purchase order number as well, but will still be directed to provide credit card information. If you are an authorized reseller and want to apply for net terms, navigate to the Reseller Area on the website and complete the Reseller Credit Application form. Resellers on Net Terms may pay by Purchase Order number instead of by credit card. Resellers on Credit Card Terms may enter a Purchase Order number as well, but will still be directed to provide credit card information.

Note: For resellers on net terms, a late fee of 1.5% will be charged monthly for invoices that are 10 days beyond payment terms. In the event of a bounced cheque (NSF), resellers will be charged a $25 handling charge.

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Q

How long do I have to wait to place an order after I submit my Reseller or Integrator application?

After you submit your application, you can place an order right away, but your order will not be processed or shipped until after your application has been reviewed. 

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Q

How long does it take to process my reseller or integrator application?

Reseller or integrator account applications are reviewed and responded to within one business day. StarTech.com may follow-up with you by email or phone if there are any additional questions about your application.

If you have not received a reply from StarTech.com within one business day, check your voicemail and your spam or junk mail folders.

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Sales

Q

How do I obtain a formal quote?

If you need a formal quote, contact the Customer Service Advisory team and indicate the products that you are interested in and the quantity that you require. If you would like a shipping charge quote, provide a ship-to address as well.

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Q

How do I find product price and availability?

To view the price and availability of products, complete the following:

  1. On the StarTech.com website, make sure that your country is selected at the top of the page
  2. In the Product Search field, enter a product ID and click Search.
  3. After the product page loads, pricing and availability is displayed to the right of the product picture.

Note: If the availability of a product is zero, contact the Customer Service Advisory team for an estimated time of arrival. Similarly, if the amount available is close to the number that you require, contact the Customer Service Advisory team to make sure that they are able to allocate the products to your order.

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Q

Why are the prices on StarTech.com higher than the pricing offered by resellers and distributors?

Due to the volume ordered, StarTech.com offers products at a lower price to resellers and distributors. To receive the lowest price available, you should check pricing and availability of resellers and distributors.

Note: StarTech.com does not match prices of its resellers.

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Q

How do I obtain drivers for discontinued products?

To find the drivers for a discontinued StarTech.com product, complete the following:

  1. On the StarTech.com website, click the Support tab.
  2. Under PRODUCT DRIVERS, MANUALS & DOWNLOADS, enter the product ID, and click FIND.
    Note: You can click Where do I find the Product ID? for assistance with locating your product ID.
  3. Click the product that you need the drivers for.
  4. Under Driver(s), click the hyperlink to download the driver package.
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Q

What is ConXit and how do I use it?

The ConXit Connection Wizard is a StarTech.com tool to help you identify, find, and get the part you need. To use ConXit, follow these steps:

  1. On the StarTech.com website, click the ConXit tab.
  2. To select what you are connecting from, on the left side of the page, click Select Connection.

Note: This is your source, such as a desktop or laptop computer.

  1. Click a filtering category and then a connection option.
  2. To select what you are connecting to, on the right side of the page, click Select Connection.

Note: This is your destination, such as a monitor or projector.

  1. Click a filtering category and then a connection option.
    Tip! To view a description of the connection types, click Visual Glossary.
  2. To filter the ConXit tool results, click any of the filtering options that appear before the search results. For example, in some search results you can filter by cable gender, length, or color.
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Q

Where are StarTech.com's product drivers located?

To find the drivers for a StarTech.com product, complete the following:

  1. On the StarTech.com website, click the Support tab.
  2. Under PRODUCT DRIVERS, MANUALS & DOWNLOADS, enter the product ID, and click FIND.
    Note: You can click Where do I find the Product ID? for assistance with locating your product ID.
  3. Click the product that you need the drivers for.
  4. Under Driver(s), click the hyperlink to download the driver package.
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Q

Where can I buy StarTech.com products?

There are three ways that you can buy StarTech.com products:

  • You can purchase products directly through the StarTech.com website by creating an account. For more information about how to create an account, see How do I create an account? and for how to place an order, see How do I place an order online.
  • You can purchase products through StarTech.com authorized resellers and distributors. Resellers and distributors are listed on the product page, directly below the product picture. Typically, distributors only handle requests from companies related to I.T. and established resellers, while resellers sell to the general public.
  • Many StarTech.com products are carried by local resellers.

A complete list of the online resellers, retailers, government and education vendors, and distributors can be found on the Where to Buy page on the StarTech.com website. To see which vendors are available in your area, select your country or region.

Note: If you are on the Canadian website, you will need to click Canada to view Canadian resellers and distributors.​

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Q

Where are StarTech.com's product certifications located?

RoHS and Compliance Letters can be located on the Technical Specifications and Support tabs for each of our products. If there is a document or certification that you require not located on these tabs, contact the Customer Service Advisory team and indicate the product(s) in question and the certification(s) that you require.

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Q

When should I request a volume discount quote?

Volume discount quotes are considered when the total value of any one product in an order exceeds $3,000.00 USD or CAD, €2500.00, or £2000.00. For example, if you wanted to purchase 50 units of USB2VGAE3 and its Manufacturer’s Suggested Retail Price (MSRP) is $75.99 USD, you should request a volume discount quote because the total cost of USB2VGAE3 exceeds $3,000.00 USD.

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Q

How can I obtain a volume discount quote?

To submit a request for a volume discount quote, complete the following:

  1. On the StarTech.com website, click the Support tab.
  2. Under Sales Support, click Request a Volume Discount Quote.
  3. Make sure that the country on the top of the screen reflects your location.
  4. Complete all of the required fields on the form.
  5. Under Order Details, provide an explanation about how you plan to use the products, for example, to resell or to integrate with other products.
  6. Enter the product ID and the desired quantity, as well as the target price that you are hoping to get.
  7. When you have completed the form, click Submit.

Note: When the form has been submitted and received, the StarTech.com Sales team will respond to you within 1 to 2 business days.

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Q

Where can I submit media inquiries?

To submit media inquiries, complete the following:

  1. Navigate to www.startech.com/mediainquiry
  2. Complete all of the required fields.
  3. Click Submit.

Note: To request products for review, follow the steps above.

To view StarTech.com press releases and sign up for a monthly newsletter, on the StarTech.com homepage, click Press Room.

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Q

How can I obtain HS codes and ECCN codes for StarTech.com products?

For questions about HS codes and ECCN codes, contact the Customer Service Advisory team.

Note: Due to export regulations, some codes may not be available to all customers.

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Orders

Q

How do I get the tracking information for my order?

Tracking information for your order is available on your StarTech.com account the next business day after placing your order. To view the tracking information for your order, complete the following:

  1. On the StarTech.com website, click Login at the top of the page.
  2. Enter your username and password, and click Login.
  3. Click Order History at the top of the page.
  4. In the Order Detail and Tracking column, click your order number.

Your tracking information (courier and tracking number) is displayed.

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Q

Can I purchase directly from StarTech.com?

Yes, after you create a web account, you can place orders on the StarTech.com website.

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Q

How do I change my StarTech.com account password?

In order to change your password, complete the following steps:

  1. On the StarTech.com website, click Login at the top of the page.
  2. Enter your username and password, and click Login.
  3. Click My Account at the top of the page.
  4. In the New Password field, enter your new password.
  5. In the Confirm Password field, enter the same new password.
  6. Click Save Changes.

Note: If you are locked out of your account or do not remember what your password is, you will need to reset your password.

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Q

When will my order be released if I pay by wire transfer?

Any orders paid by wire transfer are released when StarTech.com receives payment.

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Q

My organization is tax exempt; how do I make sure my order is processed without taxes?

To make sure that your first order is processed without taxes and that your StarTech.com account is set up with tax-exempt status for all future purchases, complete the following steps:

  1. Complete steps 1 to 6 in How do I place an order online?
  2. On the Billing and Shipping Information section under Special Shipping Instructions or Comments indicate that your company is a tax-exempt organization.
  3. Email or fax a copy of your Tax Exempt Certificate to [email protected] or 1-519-455-9425.
  4. Complete steps 7 to 10 in How do I place an order online?

Note: Depending on the state that you are ordering in, taxes may show up on your order when you click Next: Place Order. When the Customer Service Advisory team receives your Tax Exempt Certificate, they will remove the taxes before releasing your order. Your credit card is authorized for the amount including the taxes, but it will only be charged the amount excluding the taxes.

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Q

What is a VAT Number?

A Value Added Tax Identification Number or VAT Identification Number (VATIN) is an identifier used in many countries for value added tax purposes.

In the European Union, a VAT Identification Number can be verified online at the official EU VAT Information Exchange System (VIES) website. You can use this website to confirm that the number is currently valid and to view the name or other identifying details of the organization that was assigned the number.

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Q

Can I make changes to my order?

If you want to make changes to your order, contact the Customer Service Advisory team as soon as possible.

  • If your order has not been processed, the Customer Service Advisory team will modify it accordingly.
  • If your order has already been processed for shipment, the Customer Service Advisory team will try to make the changes, but there is no guarantee that the order can be changed.
  • If your order has been shipped, changes cannot be made. Orders received before 17:00 Eastern Time in North America, or 14:30 Greenwich Mean Time in Europe and the United Kingdom on weekdays will ship the same day, provided the requested product is in stock at the time that the order is processed.
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Q

How do I reset my StarTech.com account password?

To reset your password, complete the following steps:

  1. On the StarTech.com website, click Login at the top of the page.
  2. Under the Username and Password fields, click Click here.
  3. In the Email field, enter the email address that you used to create the account.
  4. Complete the security verification.
  5. Click Continue.

You will receive an email containing a link to where you can enter your new password.

Note: If you do not see the email in your inbox, check your junk or spam folder.

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Q

Which type of customer account do I qualify for?

There are three types of customer accounts: end user, reseller, and integrator.

End user 

An end user is a person who purchases a product with the intent to use it for personal use only.

Reseller

A reseller is a company or individual (merchant) that purchases products with the intent to sell them to an end user.

Integrator

An integrator, also known as a systems integrator, is a company or individual (merchant) that purchases components with the intent to include them in whole or in part with a completed product or service.

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Q

How do I use the Quick Buy Form?

The Quick Buy Form is helpful for customers who buy products frequently and in large quantities. To use the Quick Buy Form, complete the following:

Note: You need a StarTech.com account to place an order using the Quick Buy Form.

  1. On the StarTech.com website, click Login at the top of the page.
  2. Enter your username and password, and click Login.
  3. Click Quick Buy at the top of the page.
  4. On the Quick Buy Form, enter the quantity and product ID of the products that you are interested in purchasing or quoting.
  5. To check the product availability, in the Availability column, click Check Availability.
  6. To add products to your cart, in the Price column, click Add to Cart.
  7. When you finish adding items to your cart, click CHECKOUT at the top of the page.
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Q

How do I place an order online?

To place an order online, complete the following:

Note: You need a StarTech.com account to place an order. To create a StarTech.com account, see How do I create a StarTech.com account.

  1. On the StarTech.com website, click Login at the top of the page.
  2. Enter your username and password, and click Login.
  3. Navigate to the product that you want to purchase and if necessary, change the quantity.
  4. Click Add to Cart.
    Note: To access your cart at any time, click Your Cart at the top of the page.
  5. When you finish adding items to your cart, click CHECKOUT at the top of the page.
  6. On the Billing and Shipping Information page, enter the address where you want your order shipped to.
  7. Click Next: Payment Method.
  8. On the Shipping and Payment Methods page, select your preferred shipping method.
  9. Enter your credit card information and click Next: Review Order.
  10. On the Review and Confirm Order page, confirm that the details of your order are correct and then click Next: Place Order.

Note: Your order number is displayed on the next page.
Your order is then directed to the Customer Service Advisory team for processing. After the order is processed, you will receive an Order Confirmation email from StarTech.com.

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Q

What do I do if I receive an error message saying the Tax ID I supplied is invalid?

If you received an error message, you may have entered your VAT Identification Number in an incorrect format. Consult the table below to see the correct format to use for your member state.  

Member state Country code Example of format Number of characters
Austria AT U12345678 9
Belgium BE 123456789 10
Cyprus CY 12345678X 9
Czech Republic CZ 12345678, 123456789, or 1234567890  8, 9, or 10
Denmark DK 12345678 8
Finland FI 12345678 8
France FR 12345678901, X1234567890, 1X123456789, or XX123456789 11
Germany DE 123456789 9
Greece EL 12345678 9
Hungary HU 12345678 8
Ireland IE 1234567X or 1X23456X 8
Italy IT 12345678901 11
Luxembourg LU 12345678 8
Malta MT 12345678 8
Netherlands NL 123456789B01 12
Poland PL 1234567890 10
Portugal PT 123456789 9
Spain ES X12345678, 12345678X, or X1234567X 9
Sweden SE 123456789001 12

 

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Q

How do I get the invoice for my order?

Invoices are available online the next business day after placing your order. To retrieve your invoice, do the following:

  1. On the StarTech.com website, click Login at the top of the page.
  2. Enter your username and password, and click Login.
  3. Click Order History at the top of the page.
  4. In the table, click the invoice number that corresponds with your order number.

Note: The Order Confirmation email you received from StarTech.com contains your order number.

  1. Click Printable Invoice (PDF) to download your invoice.

If you require a credit card transaction receipt or if you have other invoice-related inquiries, contact the Customer Service Advisory team.

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Q

How do I cancel my order?

To cancel an order that has not been shipped, contact the Customer Service Advisory team as soon as possible.

Orders that have already been shipped cannot be canceled. If it is too late to cancel your order, refuse the package when it is delivered and have it sent back to StarTech.com. Inform the Customer Service Advisory team that you refused the package. After StarTech.com receives the returned products, allow 2 to 5 business days for StarTech.com to refund your payment.

Note: Only the cost of the parts are refunded. Shipping charges will not be refunded for orders that are not canceled in time.

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Q

When will a product be available if it is on back order?

To get an update on when products are expected to be back in stock, complete the Sales Inquiry form.

Note: Make sure that you provide the order number (if applicable) and a product ID.

The Customer Service Advisory team will provide you with the next shipment date. If you have placed an order for a product on back order and the estimated time of arrival does not work for you, you can cancel your order.

Note: If a product that you want to order is on back order, you can check with StarTech.com resellers for product availability and purchase it from them. For more information, see the Where can I buy StarTech.com products FAQ.

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Q

How do I pick up my order at a StarTech.com location?

You can pick up your order at StarTech.com locations in Canada, the United States, and the United Kingdom. To make sure that your order is held at one of those locations, complete the following:

  1. Complete steps 1 to 6 in How do I place an order online?.
  2. In the Billing and Shipping Information section, under Special Shipping Instructions or Comments, indicate that the order will be picked up at a StarTech.com location.
  3. Complete steps 7 to 10 in How do I place an order online?.

Depending on the shipping address that you entered, shipping charges may show up on your order when you provide your payment information. These charges will be manually canceled by the Customer Service Advisory team when your order is processed.

After your order is processed, the StarTech.com Shipping Department requires 2 hours to get the order ready for pickup. When the order is ready for pick up, you will receive an Order Confirmation email from StarTech.com.

Note: A rush fee of $10.00 is applied to orders that require a turnaround of less than 2 hours. If you require a rush pick up, please indicate this in the Special Shipping Instructions or Comments field. 

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Q

Which payment methods does StarTech.com accept?

StarTech.com accepts Visa, MasterCard, American Express, and Discover. Typically, prepaid credit cards do not work.

Note: StarTech.com also accepts wire transfers in certain circumstances. For more information, see What criteria do I need to fulfill in order to pay by wire transfer.

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Q

How do I create a StarTech.com account?

To create a StarTech.com account, complete the following:

  1. On the StarTech.com website, click Login at the top of the page.
  2. Select your Country/Region from the list.
  3. Select your customer type from the list.
  4. Click Create Account.
  5. Complete all required information. This varies by what type of customer you are.
  6. If you agree to the terms and conditions, select the Terms and Conditions check box.
  7. Complete the security verification.
  8. Click Create Account.

You can now place orders on StarTech.com! For more information, see How do I place an order online?

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Q

How can I tell if my VAT Identification Number is Valid?

You can use the European Commission website to validate your VAT Identification Number and member information. To validate your VAT Identifications Number, click on the link below and follow the steps:

http://ec.europa.eu/taxation_customs/vies/vatRequest.html.

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Q

Why does StarTech.com ask for VAT Identification Numbers?

Purchases are exempt from taxes when a valid VAT Identification Number is provided. Value added tax is a general consumption duty that is calculated as a percentage of the purchase price on goods and services within many countries, including the European Union.

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Q

What criteria do I need to fulfill in order to pay by wire transfer?

In order to qualify to pay for an order by wire transfer, you need to meet the following criteria:

  • You need to provide a formal purchase order.
  • Your order must be a minimum of $300 in North America, £250 in the United Kingdom, and €250 in Europe.
  • Your shipping address must be a full physical address and not a post-office box.
  • The order must be shipped to a country listed in What countries does StarTech.com ship to?

If you think you qualify for a wire transfer, submit a wire transfer inquiry to: [email protected]

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Product Returns (RMAs)

Q

What is the return policy at StarTech.com?

StarTech.com offers a 30-day return policy from the date of purchase. The amount refunded will be equal to the price shown on the original invoice that was issued by StarTech.com. StarTech.com will not refund shipping and handling fees and you will be responsible for sending the products back to StarTech.com. Credit issued from an RMA is valid for 1 year from the date of issue.

Product returns may be subject to a 25% restocking fee. Product returns for orders purchased with a wire transfer are always subject to a 25% restocking fee. For more information about restocking fees, see What is a restocking fee.

When you return a product that you purchased directly from StarTech.com, you have the option to receive a refund or a replacement product.

Note: The return policy does not cover products damaged as a result of an accident, abuse, misuse, natural or personal disaster; or any unauthorized disassembly, repair, or modification.

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Q

What is a restocking fee?

A restocking fee is a charge of 25% of the original purchase price applied to products purchased directly from StarTech.com and that are returned within the 30-day return policy.

Note: Restocking fees are not applied when a product is returned due to a defect. For more information about returning defective products, see How do I submit a Return Merchandise Authorization.

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Q

How do I submit a Return Merchandise Authorization (RMA)?

If you think that your product is defective, complete the following:

  1. Contact the Technical Advisory team to troubleshoot your product and to be assigned a case number.
  2. To complete the RMA Form, on the StarTech.com website, click the Support tab.
  3. Under Product Support, click Returning Product.
  4. Click RMA Request Form.
  5. Complete all required fields (*), clicking Next at the end of each section.
  6. In the Reason drop-down list, select a reason that you are returning the product, and if necessary, include a detailed explanation.
  7. Click Browse to attach your proof of purchase.
  8. If necessary, click Add Another Product to add additional products.
  9. Click Submit RMA.

The RMA team will email you the RMA number, instructions, and any requests for additional information. RMA numbers are valid for 30 calendar days from the date of issue. StarTech.com reserves the right to authorize product returns beyond 30 days, where applicable. RMAs will not be processed for overdue accounts.

Note: You are responsible for the cost of shipping the product to StarTech.com if your product is not defective. StarTech.com pays the cost of returning a product to you. StarTech.com reserves the right to replace the product with a product of equivalent performance at their sole discretion at any time.

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Q

How is my payment refunded if I choose to return a product?

If you purchased a product directly from StarTech.com and you are returning it within the 30-day return policy, your payment is refunded using the original method of payment that you provided.

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Q

How do I get an update on the status of my Return Merchandise Authorization (RMA)?

For all inquiries related to RMAs, contact the RMA team by calling the phone number below based on your location:

  • North America: 1-800-265-1844
  • United Kingdom: 0800 169 0408
  • Europe: 00 800 7827 8324

 You can also fill out the Sales Inquiry form.

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Q

Does StarTech.com offer warranty on its products?

StarTech.com offers a warranty on all of its products. The warranty covers the products purchased for a specified timeframe. During the warranty period, you can contact StarTech.com about any issues that you may experience. StarTech.com offers lifetime technical support for their products.

If a product is covered under warranty and it fails, StarTech.com will replace it for you. To have a product replaced under warranty, you must obtain a case number from the Technical Support Team. When you have a case number, fill out the Return Merchandise Authorization (RMA) form. For more information about filling out the RMA form, see How do I submit a Return Merchandise Authorization (RMA).

Note: To get a refund on a purchased product, you must return it to your place of purchase within their return policy. For products purchased directly from StarTech.com, you have 30 days to return a product.

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Q

How long is my product covered under warranty?

All StarTech.com products come with warranties, but different products have different warranty periods. To view the warranty period on a product, complete the following:

  1. On the StarTech.com homepage, in the Product Search field, enter a product ID and click Search.
  2. In the search results, click the product that you want to view the warranty period for.
  3. On the product page, click the Technical Specifications tab.
  4. The warranty period is listed under Warranty Information.

The StarTech.com warranty extends to the original purchaser for the defined warranty period, starting from the date of the original purchase. If no proof of purchase (for example, receipt or invoice of purchase) can be presented upon request, StarTech.com cannot be held responsible for warranty service.

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Q

How long is my RMA valid for?

RMAs are valid for 30 days from the date that they are issued.

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Q

I bought my unit from a reseller, but it seems to be defective. Should I contact my reseller or submit a Return Merchandise Authorization (RMA) through StarTech.com?

You should contact your reseller first to determine whether the unit is still covered by the original return policy. If the reseller is able to replace or refund the unit, then you should do so through the reseller.

If the unit is outside the limit of the original return policy, you should submit an RMA. For more information about filling out the RMA form, see How do I submit a Return Merchandise Authorization (RMA).

Note: StarTech.com can only refund units bought directly through StarTech.com. Units purchased through resellers and still within the warranty can only be replaced by StarTech.com.

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Q

Why do I need to get a case number from a Technical Advisor before I can submit an RMA request?

You need to get a case number from a Technical Advisor because StarTech.com needs to verify that your product is defective before an RMA replacement is approved.

A Technical Advisor will work with you to troubleshoot the issue and if the issue can't be resolved, the Technical Advisor will make sure that a replacement product will resolve your specific issue. When a Technical Advisor determines that you qualify for an RMA, you will receive a case number that you can use to submit your RMA request.

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Q

What RMAs options does StarTech.com offer?

StarTech.com offers three RMA options:

Refunds

If you purchased your product directly from StarTech.com within the last 30 days, you can request a refund for the cost of the product. Your refund will be issued 2 to 5 business days after StarTech.com receives the original product. If you purchased your product through one of our partners, you will need to contact the original place of purchase to request a refund.

Replacements

You can choose to replace your product with a new unit, subject to stock availability. If the original product was discontinued and is no longer available, StarTech.com reserves the right to replace the product with a product of equivalent performance. StarTech.com will ship out your replacement product 2 to 5 business days after StarTech.com receives the original product.

Cross-ship

You can select the Cross-ship option and have a replacement product sent to you right away. To have a product cross-shipped to you, you have to provide a credit card to be charged for the full cost of the replacement product. This charge will be refunded in full 2 to 5 business days after StarTech.com receives the original product.

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Q

When will I know if my RMA Request is approved?

RMA requests are reviewed and responded to by email from Monday to Friday. It may take up to one business day for you to receive a reply from StarTech.com.

When your RMA is approved, you will receive an email with your RMA number and instructions on how to return the product. In certain cases, StarTech.com may provide a pre-paid shipping label. This label will be sent to you in a follow-up email, and will come directly from a UPS or FedEx email address.

If you have not received a reply from StarTech.com within one business day, check your spam or junk mail folders.

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Q

What is covered under the warranty policy?

StarTech.com offers product warranties against defects in materials and workmanship for the periods noted in the most recent version of the Product Data Sheet found under the support tab for the applicable product. During the warranty period, products may be returned for replacement with equivalent products at the discretion of StarTech.com. The StarTech.com warranty covers parts costs only. The warranty does not cover defects or damages arising from misuse, abuse, alteration, or normal wear and tear. Any change to the warranty term is at the discretion of StarTech.com.

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Q

How do I source a broken or lost part or component?

Contact the Customer Service Advisory team to initiate a formal parts request.

You will need the following information in order to complete the request:

  • The Product ID of the product that has the broken or lost part.
  • The part that is broken or lost from the product.
  • The date that you purchased the product.
  • Your contact information, including a shipping address.
  • If you purchased your unit from a reseller, you will need to provide a proof of purchase.
  • If you purchased directly through StarTech.com, you will need to provide your order or invoice number.

When the Customer Service Advisory team receives all of the relevant information, the parts request is processed, and you will receive an update using your preferred method of communication.

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Shipping

Q

Which shipping methods does StarTech.com offer?

StarTech.com offers standard and expedited shipping options via FedEx. StarTech.com accepts collect accounts for FedEx, UPS, DHL, Purolator, and Loomis. If you have a collect account with a courier other than the ones listed, contact StarTech.com to confirm whether your request can be processed. If you are shipping low-weight orders within the United States, you can also use FedEx SmartPost. Unfortunately, StarTech.com is unable to ship using Canada Post.

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Q

What countries does StarTech.com ship to?

StarTech.com ships to the following countries:

  • United States
  • Canada
  • United Kingdom

Europe

  • Andorra, Principality of
  • Austria
  • Belgium
  • Croatia
  • Cyprus
  • Czech Republic
  • Denmark
  • Faroe Islands
  • Finland
  • France
  • Germany
  • Gibraltar
  • Greece
  • Greenland
  • Holy See (Vatican City)
  • Hungary
  • Iceland
  • Italy
  • Liechtenstein
  • Luxembourg
  • Malta
  • Monaco
  • Netherlands
  • Norway
  • Poland
  • Portugal
  • Republic of Ireland
  • San Marino
  • Spain
  • Sweden
  • Switzerland
  • Turkey

International

  • Argentina
  • Australia
  • Bahamas
  • Bahrain
  • Bermuda
  • Brazil
  • Brunei Darussalam
  • Cayman Islands
  • Chile
  • China
  • Colombia
  • Costa Rica
  • Ecuador
  • Falkland Islands
  • Hong Kong
  • India
  • Israel
  • Japan
  • Macau
  • Malaysia
  • Mexico
  • New Zealand
  • Paraguay
  • Peru
  • Qatar
  • Saint Pierre and Miquelon
  • Saudi Arabia
  • Singapore
  • South Korea
  • Taiwan
  • United Arab Emirates
  • Uruguay
  • Virgin Islands (British)

If you want to ship to a country that is not listed above, you can contact StarTech.com distributors or resellers to see if they ship to your country. The distributors and resellers for each product is listed on each product page. For more information about finding a reseller near you, see Where can I buy StarTech.com products.

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Q

What should I do if my package is lost?

On very rare occasions, packages can be misrouted or mishandled while in transit. If a package does not arrive in time, contact the Customer Service Advisory team.

Note: Depending on your location, your package may not arrive until later in the day on the scheduled day for delivery. To track your package, log in to your StarTech.com account to retrieve your tracking information. For more information about how to retrieve your tracking information, see How do I get the tracking information for my order.

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Q

What should I do if my order was delivered damaged?

If you notice damage to the package prior to accepting the package from the courier, complete the following:

  1. Refuse the package and have it sent back to StarTech.com. Inform the courier that this is due to visible damage.
  2. Contact the Customer Service Advisory team as soon as possible to inform StarTech.com that the package arrived damaged.

Note: If you do not report the damaged shipment to StarTech.com within 48 hours of the delivery, StarTech.com reserves the right to not honor claims for external damage (visible carton damage).

If you accept the package but find that the product is damaged contact the Customer Service Advisory team right away and inform them of the damage.

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Q

Does StarTech.com ship orders the same day?

All orders received before 15:00 Eastern Time in North America, or 12:30 Greenwich Mean Time in Europe and the United Kingdom are shipped on the same day that the order was placed, provided that the product requested is in stock at the time that the order is submitted.

StarTech.com uses FedEx as the primary shipping partner. If you require an alternate shipping carrier, the shipment may not meet the same-day shipping requirements. For more information about the shipping cut-off times for alternate carriers, contact the Customer Service Advisory team.

The shipping deadlines for expedited services differ by carrier, and orders might not be shipped out same day. If you require an expedited shipping option, (for example, next day air or second day air), contact the Customer Service Advisory team before you place your order.

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Q

How do I obtain a shipping quote for my order?

To get a shipping quote for your order, complete the following:

  1. On the StarTech.com website, click Login at the top of the page.
  2. Enter your username and password, and click Login.
  3. Navigate to the product that you want to purchase and if necessary, change the quantity.
  4. Click Add to Cart.
  5. Click Your Cart at the top of the page.
  6. In the Estimate Shipping Charges field, enter your ZIP or postal code.
  7. Click Get a Quote. The shipping options and associated costs are displayed.
  8. To complete the transaction, click Proceed to Checkout.

Note: If the product you are ordering weighs more than 150 lbs or the order is being shipped to a location outside of North America, the Customer Service Advisory team will contact you to confirm the cost of shipping. If you want a shipping quote before you place your order, you can contact Customer Service.

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Q

When do I qualify for free shipping?

Free, standard ground shipping is available in the following situations:

  • Orders over $500.00 shipped in continental North America.
  • Orders over €500 shipped in Europe.
  • Orders over £500 shipped in the United Kingdom.

Free, standard ground shipping is not available in the following circumstances:

  • Over-sized shipments.
  • Server racks or furniture products.
  • Orders that exceed 200 lb (90 kg).
  • Orders that require special handling.
  • Orders where expedited shipping was selected.
  • The shipping destination is Hawaii, Alaska, or Puerto Rico.
  • Second-delivery attempts (the carrier had to go to the customer’s site a second time to deliver the product because the carrier was turned away at the first delivery attempt).

To find out what shipping charges will be added to your order, see the How do I obtain a shipping quote for my order? FAQ.

Note: There is no drop-ship fee on orders shipped directly to end users.

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Q

What do I do if I received my order and some products were not delivered?

If you receive your order and the wrong products were included or the order includes fewer products than you ordered, contact the Customer Service Advisory team within 48 hours of receiving the package. The Customer Service Advisory team will initiate an investigation to confirm what was shipped and what is missing. The investigation normally takes up to 5 business days from the time that you report the error. You will be contacted by the Customer Service Advisory team throughout the investigation.

Note: If your order includes items on back order, the Customer Service Advisory team will note that in the confirmation email that they send to you. You can still cancel the items on back order after you receive the first shipment. Unless otherwise informed, StarTech.com will ship out the items on back order as soon as they become available.

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Q

How do I determine the cost of shipping furniture items?

We consider anything that is over-sized or over-weight (e.g. RK2536BKF or ) furniture items. The cost of shipping furniture items is based on the weight of the whole order and where it is being shipped to. Shipping costs for furniture items must be approved by customers before the orders can be processed. To determine the cost of shipping your furniture items, complete the following:

  1. Place your furniture order. For more information on how to place an order, see How to place an order.
  2. Orders that include furniture items are automatically flagged by the Customer Service Advisory team, and they will email you when they have received a shipping quote from the Shipping Department. This process is usually completed within 1 business day.
  3. Once you approve the charges, your order is processed with the appropriate shipping charges.

Note: If you want to receive a shipping quote before you place an order online, fill out the Sales Inquiry form, and indicate the items that you are interested in purchasing and the address where you want the items shipped to.

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Q

Why can’t I get a shipping cost for my online order?

To see if StarTech.com ships to your country, see the What countries does StarTech.com ship to FAQ. If you are shipping to a country not on the list, we will not be able to fulfill your order. If you are shipping your order to a location outside of Canada, the United States, or Europe, your order ships from the shipping center in the United States and shipping costs may not be generated through the website. After you place your order, the Customer Service Advisory team will email you the shipping cost and await your approval before processing the order.

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International

Q

What countries does StarTech.com ship to?

StarTech.com ships to the following countries: 

  • Argentina
  • Australia
  • Bahamas
  • Bahrain
  • Bermuda
  • Brazil
  • Brunei Darussalam
  • Cayman Islands
  • Chile
  • China
  • Colombia
  • Costa Rica
  • Ecuador
  • Falkland Islands
  • Hong Kong
  • India
  • Israel
  • Japan
  • Macau
  • Malaysia
  • Mexico
  • New Zealand
  • Paraguay
  • Peru
  • Qatar
  • Saint Pierre and Miquelon
  • Saudi Arabia
  • Singapore
  • Korea
  • Taiwan
  • United Arab Emirates
  • Uruguay
  • Virgin Islands (British)
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Q

Which payment methods does StarTech.com accept when I place an order online?

StarTech.com accepts Visa, MasterCard, American Express, and Discover cards. Prepaid credit cards do not usually work as a payment method on the StarTech.com website.

You can also use a wire transfer to pay for orders, but the orders cannot be placed online. For more information about wire transfers, refer to the following FAQ: What criteria do I need to fulfill in order to pay by wire transfer?.

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Q

How do I submit a Return Merchandise Authorization (RMA)?

If you are an international customer and your product is defective, complete the following to submit an RMA:

  1. Contact the Technical Advisory team to troubleshoot your issue and receive a case number.
  2. To complete the RMA Form, on the StarTech.com website, click the Support tab.
  3. Under Technical Support, click Returning a Product (RMA).
  4. Complete all of the required fields. An asterisk (*) indicates the required fields.
  5. Complete the Product ID, Qty, and Invoice/Purchase Date fields. 
  6. If you purchased your product directly from StarTech.com, complete the StarTech.com Invoice # field.
  7. In the Reason drop-down list, select the reason that you are returning the product, and if necessary, include a detailed explanation. You can also put the case number that the Technical Advisor provided in this field.
  8.  If you did not buy your product from StarTech.com directly, click Browse to attach your proof of purchase.
  9. To add additional products, click Add Another Item.
  10. Click Submit RMA.

The RMA team will email you the RMA number, instructions, and any requests for additional information. RMA numbers are valid for 30 calendar days from the date of issue. StarTech.com reserves the right to authorize product returns beyond 30 days, where applicable.

Note: StarTech.com reserves the right to replace the product with a product of equivalent performance at their sole discretion at any time.

 

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Q

Which international shipping methods does StarTech.com offer?

StarTech.com offers standard and expedited international shipping options through FedEx. StarTech.com also accepts valid DHL and UPS collect accounts for international shipments.

StarTech.com is unable to use national postal services to ship internationally. 

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Q

How do I place an international order on the StarTech.com website?

Note: When you place an order online, the only payment option is credit card.

To place an international order on the StarTech.com website, complete the following:

  1. If you do not already have one, create a StarTech.com account. For more information about how to create a StarTech.com account, refer to the following FAQ: How do I create an international account?.
  2. On the StarTech.com website, click Login at the top of the page.
  3. Enter your username and password, and click Login.
  4. Navigate to the product that you want to purchase and if necessary, change the quantity.
  5. Click Add to Cart. To access your cart at any time, click Your Cart at the top of the page.
  6. When you are finished adding items to your cart, click CHECKOUT at the top of the page.
  7. On the Billing and Shipping Information page, enter the shipping address.
  8. Click Next: Payment Method.
  9. On the Shipping and Payment Methods page, select your preferred shipping method.
  10. Enter your credit card information and click Next: Review Order.
  11. On the Review and Confirm Order page, confirm that the details of your order are correct, and then click Next: Place Order.

Your order number is displayed on the next page. Your order is then directed to the Customer Service Advisory team for processing. After the order is processed, you will receive an Order Confirmation email from StarTech.com.

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Q

How do I create an international StarTech.com account?

If you are located in a country that StarTech.com does not ship to, you will not be able to place an order with StarTech.com directly. To see if your country is a country that StarTech.com ships to, refer to the following FAQ: What countries does StarTech.com ship to?.

To create an international StarTech.com account, complete the following:

  1. On the StarTech.com website, click Login at the top of the page.
  2. Under Country/Region, select your country.
  3. Select your customer type from the list.
  4. Click Create Account.
  5. Complete all of the required information. The information that you have to provide varies depending on the type of customer that you are.
  6. If you agree to the terms and conditions, select the Terms and Conditions check box.
  7. In the field underneath the image, enter the characters that appear in the image (CAPTCHA verification).
  8. Click Create Account.

You can now place orders on StarTech.com. For more information on how to place an order, refer to the following FAQ: How do I place an order online?.

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Q

How do I obtain certifications for StarTech.com products?

Where applicable, RoHS and Compliance Letters are located on the Technical Specifications and Support tabs for all of the product listings on StarTech.com.

If you require a document or certification that is not located on StarTech.com, contact the Customer Service Advisory team and indicate the product and the certification that you require.

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Q

When will my order be released if I pay by wire transfer?

If you paid by wire transfer, your order will be processed when StarTech.com confirms that payment was received. You cannot use your bank's payment confirmation documentation to have an order processed. 

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Q

How much is the restocking fee?

The restocking fee is 25% of the original purchase price and is applied to products purchased directly from StarTech.com. 

Restocking fees are not applied when a product is returned due to a defect. 

 

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Q

What is an international customer?

If you are located outside of Canada, the United States, or Europe, StarTech.com considers you an international customer. To see if StarTech.com ships to your location, refer to the following FAQ: What countries does StarTech.com ship to?.

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Q

How do I obtain HS codes and ECCN codes for StarTech.com products?

If you require the HS or ECCN codes for imports or exports, contact the Customer Service Advisory team.

When you place an order with StarTech.com, your order is shipped to your location with Delivery Duty Paid (DDP), which means that you don't need to provide the HS or ECCN codes for the shipment. 

Note: Due to export regulations, some codes may not be available to all customers.

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Q

What is the return policy at StarTech.com?

StarTech.com offers a 30-day return policy from the date of purchase. The amount refunded is equal to the price shown on the original invoice that was issued by StarTech.com, minus applicable restocking fees. StarTech.com does not refund shipping and handling fees and you are responsible for sending the products back to StarTech.com.

Note: The return policy does not cover products that were damaged as a result of an accident, abuse, misuse, or natural or personal disaster; and any unauthorized disassembly, repair, or modification.

 

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Q

What are the requirements to pay by wire transfer?

In order to pay by wire transfer, the following must be true:

  • Your order must equal at least $300 USD.
  • Your shipping address must be a full physical address and not a post-office box.
  • The order must be shipped to a country that StarTech.com ships to. For more information, refer to the following FAQ: What countries does StarTech.com ship to?.
  • When your order is approved, you can submit your formal purchase order. When StarTech.com receives your purchase order, StarTech.com will provide you with the necessary banking information.

If you think you qualify for a wire transfer, submit a wire transfer inquiry to [email protected]

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Q

If I am an international customer, where can I buy StarTech.com products?

If you are an international customer, you can create a StarTech.com account and buy StarTech.com products directly from the StarTech.com website.

For more information about how to create an account, refer to the following FAQ: How do I create an international account?.

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