Support

Customer Support Questions

Orders

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.

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?

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.

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.

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

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.

  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.

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.

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:

  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.

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.

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. 

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.

  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.

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 advisors@startech.com 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.

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: eft@startech.com

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

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.

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.

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.

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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