Support

Customer Support Questions

International

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 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?.

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: 

  • 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)

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. 

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.

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?.

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 eft@startech.com

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. 

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.

 

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. 

 

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.

 

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.

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.

Technical Support

Find answers to common technical support questions.

Product

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