Home > Frequently Asked Questions

Frequently Asked Questions

Shopping on Startechtel.com

Ordering and Payment

Shipping and Fulfillment

Returns / Refunds / Exchanges


Why do I need to create an account?

Having an account with Startechtel.com offers many advantages. You'll be able to shop faster because your shipping and billing information is retained through an address book - no more repetitive typing of your information for each order you place. Just select it from your address book during the checkout process. An account will also enable you to track your current and previous orders as well as enable Startechtel.com to provide you with better customer support. However, if creating an account isn't for you then you can still place your order over the phone with one of our sales representatives.


How do I edit my account information?

You can edit your account at any time. This can be done by visiting the My Account section of our website. Log in to your account by typing in your email address, password, and click the "Log in to our secure server" button. You can then select from multiple options to edit your account.


I forgot my password, how can I retrieve it?

If you forgot your password you won't be able to recover it, but instead we will issue you a new password. For security reasons, we do not store password in plain text. Passwords are encrypted using a one-way hash. This means that once the password is encrypted it can't be reversed.

To obtain a new password for your account, simply click here, enter your account email address, and click the "Send Password" button. A new password will be sent to your email address. You can use it to log in to the account interface and from there you can change the temporary password to one of your choice.


How can I find out if you have the product I'm looking for?

Startechtel.com offers lots of different ways to find what you're looking for, here are some suggestions on how to use our website to find what you want.

By Brand: If you know the brand name of product you're looking for, the best place to start is the menu listing on the left of our site. This displays all of the brands we carry, and you can narrow down your search within any brand you choose.

By Name: If you know the name of the product you're looking for (like "Norstar M7208"), all you need to do is use the SEARCH box at the top of the page, it's very convenient for finding specific products.

Phone Systems: If you are looking for a complete phone system package, you can start with Phone Systems link at the top of the page. We list all our phone system packages from various brands on this page.

Business Phones: If you are looking for a telephone from a particular manufacturer, you can try our Business Phones link at the top of our page. Under each brand we list the top telephone product lines you may be interested in.

Just Browsing: If you just want to browse, try clicking on the menu items on the left of the page. You'll find a menu of different categories to browse, it'll give you lots of different ways of looking at what we have.


What if the type/color I need is not shown in the drop-down menu? Can I place a back order?

We do not offer back orders for items not currently showing on the website, nor do we have information on when items may become available in the future. Our website is updated on a regular basis with new items and sale prices. By visiting our website frequently, you will see the most up-to-date information on our available products.


Can you notify me when a certain item/type/color becomes available?

We won't be able to notify you when particular items are added to our inventory, but we do offer an opt-in newsletter that is sent to our customers on a regular basis. The newsletter highlights our newest products, sale items, and other promotions we are having each month. You can opt-in for the newsletter by accessing your account.

Our website is updated on a regular basis with new items and sale prices . By visiting our website frequently, you will see the most up-to-date information on our available products.


Can you send me a catalog?

Startechtel.com is strictly an online retailer, and therefore we do not provide a catalog to our customers. Our website is updated on a regular basis with new products and sale prices. By visiting our website frequently, you will see the most up-to-date information on our available products.


Is it safe to shop with my credit card or debit card on Startechtel.com?

We strive to maintain a safe environment for our customers to shop online. We are a Symantec (DigiCert) Secure Site, meaning that the transit of all credit and debit card information is encrypted using SSL technology. Also, we don't store your credit card information. Once your order has been processed your credit card information is removed from our system.


Do you charge sales tax on orders?

There is no sales tax on orders except those shipped to addresses in California.


What forms of payment do you accept?

Currently we accept Visa, MasterCard, American Express, and Discover credit and debit cards for all orders.

We only accept credit and debit cards issued by a United States bank. If you have a foreign issued credit card, the order can be completed by choosing the Wire Transfer payment method. Please be aware that processing of your order may be delayed as we contact the bank that issued to card to verify your account information on larger orders. This process could affect order delivery time, especially if you have chosen an expedited shipping option.

We do not accept cash, checks, or money orders toward purchases made on our site, nor do we accept any type of mail orders.


What is a Card Verification Number?

Card Verification Number is a 3 or 4 digit number found in the signature area on the back of your credit card or on the front of your American Express card. We require the Card Verification Number to be entered on all orders as a protection to our customers. We hope that you will be pleased with the high standards of business practices on our website.


Can I cancel an order after it has been submitted?

It is possible to cancel an order that has been submitted to Startechtel.com, only if your order has not been processed. The order must be canceled the day it was ordered. If you would like to cancel an order, please contact a sales representative immediately. If your order has been processed, you will need to return the merchandise.


How do I know if an item is in stock?

Startechtel.com keeps a good stock of all inventory on our website. Occasionally there may be a backorder. If you would like to know the current inventory status, please do not hesitate to call a sales representative for a accurate inventory status.


Do you offer quantity discounts?

Startechtel.com is pleased to offer quantity discounts for customer who are buying multiple products. Please call a sales representative for more information on quantity discounts.


What if I receive a partial order?

Many times orders may be split up and shipped separately. Equipment may be shipped from different warehouses. Please check your packaging slips for more information. Please note, if your item is on backorder you will be notified by a Startechtel.com representative.


Why was my order canceled?

First, please make sure that you entered the correct credit card number and information when you placed your order. As a practice of our business, we randomly and routinely contact our customers to verify order information. If you receive a message, please return the call at 1-800-564-8045 or email us to confirm your order information. If you do not return the call or email, this will delay the processing of your order. If you do not return the call or email within 48 hours, your order will be canceled.

We provide these services as a protection to our customers and hope that you will be pleased with the high standards of business practices on our website. If you continue to have difficulty, please contact a Customer Service Representative by telephone at 1-800-564-8045.


Do you ship internationally?

All order being shipped to Canada will be calculated upon check out. These packages will be shipped FedEx Ground method. If you are interested in shipping anywhere else please contact a sales representative and they will calculate shipping charges and payment methods accepted outside of United States and Canada.


When will my order ship?

Orders placed before 12:00 p.m. PST will be shipped the same day. Orders placed after 12:00 p.m. PST will be shipped the following day. There may be delays in shipment however, a Startechtel.com representative will notify you.


Can I expedite my order?

FedEx offers the following methods of expedited shipping Overnight, 2 Day and Express Saver. Please do not forget to calculate order processing time. Additionally, FedEx does not refund any monies on delayed packages due to weather issues.


Which courier will you use to ship my package?

All orders are shipped FedEx Ground unless customer specifies a different shipping method. Depending on location, ground shipments usually take between 3-5 business days. All other expedited shipping methods will ship accordingly. If you have any questions in regards to a tracking number please contact FedEx at 1-800-GO-FEDEX or www.fedex.com.


Can I use another courier or the United States Postal Service?

If FedEx does not delivery to your area, such as an APO address, we can ship your items using the United States Postal Service. We are also able to ship United States Postal Service to post office boxes or areas such as Hawaii, Alaska, Guam and the Virgin Islands.


How long will it take for my purchase to be delivered?

When you place an order with Startechtel.com, you are emailed a confirmation of your order. Once your order is shipped, you'll receive an email with the FedEx tracking information for your order's shipment (we currently ship Monday through Friday only). FedEx Ground shipping is usually delivered between 5-7 business days. Although rare, some orders may take a full 10 business days to arrive, when ordering by FedEx Ground shipping.

*As a reminder, FedEx does not deliver for Startechtel.com on Sundays, or on national and federal holidays. We ship Monday through Friday only (excluding national and federal holidays) to addresses in the United States.

*NOTE: if your shipping information does not match your billing information, there may be a delay in order processing.

The FedEx tracking information sent to you via email from Startechtel.com will provide the most detailed information as to when you can expect your order. You can click on the link in your email and be taken directly to the fedex.com website for specific information regarding your order.


When do I receive free shipping?

We no longer offer free shipping on orders over $100 due to price increases from our shipping carriers, but this may change in the future. However, if you've subscribed to our promotional emails we do send out special deals and occasionally free shipping is one of them.


Can I use my own account for shipping?

You may specify on your internet order or consult a sales representative if you would like to use your own shipping account. You can use a UPS, FedEx or DHL account number.


Can I pick up my order?

We offer Will Call service. If you are a local customer you may pick your orders up from our office. The Will Call service is located in the front of the building.


Do you accept returns?

Returns will be accepted only within 30 days of receiving your order. After 30 days there will be no returns accepted. All equipment must be returned in its original packaging & condition or no returns will be accepted. Please contact the return department for return authorization number.


Is there a restocking fee?

Returns are subject to a 20% restocking fee for non-defective items.


Do you accept exchanges?

Exchanges will be accepted within 30 days of receiving your order. Please contact the return department for return authorization number.


What if I have a defective item?

If you receive a defective item or an item becomes defective within the first month of your invoice date, Startechtel.com, Inc has an advanced replacement warranty. This means Startechtel.com, Inc will send the replacement item and a FedEx call tag so you can return the defective item. If an item becomes defective after one month, the item must be returned to receive a replacement. Please contact the return department for advanced replacement and replacement return authorization numbers. All packages must have a return authorization number.


When will my replacement be shipped?

Replacements will ship within three days of arriving to Startechtel.com, Inc warehouse. Please keep all tracking numbers of replacements shipped to Startechtel.com, Inc. This will allow you to track the progress of your equipment.


Will I be refunded original shipping costs?

All original shipping charges paid by the customer will not be refunded in any case.