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.
There are three ways that you can buy StarTech.com products:
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.
To view the price and availability of products, complete the following:
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.
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.
To find the drivers for a StarTech.com product, complete the following:
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.
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.
To submit a request for a volume discount quote, complete the following:
Note: When the form has been submitted and received, the StarTech.com Sales team will respond to you within 1 to 2 business days.
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:
Note: This is your source, such as a desktop or laptop computer.
Note: This is your destination, such as a monitor or projector.
To find the drivers for a discontinued StarTech.com product, complete the following:
To submit media inquiries, complete the following:
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.
There are three types of customer accounts: end user, reseller, and integrator.
An end user is a person who purchases a product with the intent to use it for personal use only.
A reseller is a company or individual (merchant) that purchases products with the intent to sell them to an end user.
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.
To create a StarTech.com account, complete the following:
You can now place orders on StarTech.com! For more information, see How do I place an order online?
To reset your password, complete the following steps:
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.
In order to change your password, complete the following steps:
Note: If you are locked out of your account or do not remember what your password is, you will need to reset your password.
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.
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.
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.
If you want to make changes to your order, contact the Customer Service Advisory team as soon as possible.
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.
Invoices are available online the next business day after placing your order. To retrieve your invoice, do the following:
Note: The Order Confirmation email you received from StarTech.com contains your order number.
If you require a credit card transaction receipt or if you have other invoice-related inquiries, contact the Customer Service Advisory team.
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:
Your tracking information (courier and tracking number) is displayed.
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:
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.
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.
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.
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:
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.
In order to qualify to pay for an order by wire transfer, you need to meet the following criteria:
If you think you qualify for a wire transfer, submit a wire transfer inquiry to: [email protected].
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.
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:
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|
|Czech Republic||CZ||12345678, 123456789, or 1234567890||8, 9, or 10|
|France||FR||12345678901, X1234567890, 1X123456789, or XX123456789||11|
|Ireland||IE||1234567X or 1X23456X||8|
|Spain||ES||X12345678, 12345678X, or X1234567X||9|
Free, standard ground shipping is available in the following situations:
Free, standard ground shipping is not available in the following circumstances:
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.
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.
To get a shipping quote for your order, complete the following:
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.
We consider anything that is over-sized or over-weight (e.g. RK2536BKF or RK1219WALHM) 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:
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.
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.
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.
StarTech.com verzendt naar de volgende landen:
Als u buiten de bovenstaande landen woont, adviseren wij u om contact op te nemen met een van onze vele StarTech.com distributeurs en wederverkopers in de Verenigde Staten of in uw regio, die u vast en zeker kunnen helpen bij de aanschaf van onze producten. Een lijst met sommige van onze partners kunt u vinden op onze site Waar te verkrijgen .
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.
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.
If you notice damage to the package prior to accepting the package from the courier, complete the following:
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.
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.
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.
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.
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.
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:
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.
If you think that your product is defective, complete the following:
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.
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.
StarTech.com offers three RMA options:
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.
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.
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.
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.
For all inquiries related to RMAs, contact the RMA team by calling the phone number below based on your location:
You can also fill out the Sales Inquiry form.
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.
Contact the Customer Service Advisory team to initiate a formal parts request.
You will need the following information in order to complete the request:
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.
To apply to be a StarTech.com reseller, complete the following:
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.
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.
If your company has been set up as a reseller with StarTech.com and you do not have a login, complete the following:
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.
To view your reseller pricing and availability, complete the following:
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.
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.
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.
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.
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?.
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?.
StarTech.com ships to the following countries:
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:
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.
If you are an international customer and your product is defective, complete the following to submit an 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.
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.
To apply to be a StarTech.com reseller as an international customer, complete the following:
Note: If you do not have a Tax ID, contact the Customer Service Advisory team.
It can take up to 1 business day to process your application. The Customer Service Advisory team will email you when your application has been processed.