FREQUENLTY ASKED QUESTIONS
How do I become a STARLITE Retailer?
Click on the Retailer Registration link and COMPLETE the STARLITE RETAILER/WHOLESALE REGISTRATION form. Follow up by emailing us a copy of your resale certificate, then your application will be reviewed and you will be sent an email confirming your application status. Once approved, your USERNAME and PASSWORD will be activated and ready for use.
If I have lost my login information - can you help me retrieve it?
We can assist you with this - please email us - or call us. Please note that we will need to ask identifying questions to confirm your identity for security purposes.
Can I view my order history and status of my orders?
YES - by logging in you may click on the link that reads "Manage Your Account" on the left side bar under Retailer Login. This will provide you with the information you are looking for. You may coveniently log in to view order status, summary and tracking information 24 hrs a day, 365 days of the year.
Where do you ship to?
We ship to the U.S., Puerto Rico, Canada, and International to most countries.
U.S. orders will ship via either U.S. POSTAL BASIC or UPS GROUND only unless you UPGRADE to UPS Express Services
For Puerto Rico, U.S. Virgin Islands, etc. we use Priority Mail service.
For CANADA - both PRIORITY MAIL INTERNATIONAL and EXPRESS MAIL INTERNATIONAL are offered -- all other International destinations, we use EXPRESS MAIL INTERNATIONAL Only
Please note that international customers are responsible for any customs or tariffs imposed by their country.
What is the best way to contact Starlite?
For FASTEST service, we encourage you to email us by clicking on the INQUIRIES link at the top of our website. Please allow 24 hrs for most inquiries during Monday through Fridays.
How fast are orders processed?
Most items ship within less than 3 business days and personalized items within 3 to 5 business days!
Some personalized orders have the option of Rush Processing - see individual product descriptions for more information on this.
Note: International Orders are welcome, however please make sure you take into account the additional in-transit time required - international orders will ship via Express Mail International and will require additional shipping/handling charges.
What is your Return Policy?
30 Day Return & Exchange Policy
With the exception of personalized items such as: (personalized napkins, personalized ribbon, personalized baptism and communion favor kits) you or your customers may return your purchase within 30 days from of date of delivery. You must, however, contact our Customer Service department within a reasonable amount of time to obtain a RMA (Return Merchandise Authorization) number and thus ensure that the package is RETURNED TO US WITHIN THE 30 DAY TIME FRAME. Please be sure to include the reason for the return request. Please note that requesting a return too late to ensure package is returned within the 30 day period will not be accepted. For example, requesting a return authorization 28 or 29 days after the package was delivered unless you or your customer use expedited service to ensure return delivery to us by day 30. You will receive further information once you request an RMA.
Items MUST be in their original packaging with no evidence of having been opened or used. We cannot accept items for return that are not in resale condition.
You will use the enclosed RETURN LABEL (this is NOT a pre-paid UPS Label) Shipping charges are NOT CREDITABLE - customers assume responsibility for original shipping charges as well as return shipping charges. To protect your package and receive evidence of delivery back to us, you need to use an insured and trackable shipment method - we are NOT responsible nor will we issue a credit on a lost or misplaced package being returned to us.
Credit is NOT provided for lost packages either.
Do you notify us when an order has shipped?
Yes, we offer Convenient Email Shipment Notifications
Once your order ships, you will be conveniently notified via email.
Do you offer DROP SHIPPING TO MY CUSTOMERS?
BLIND DROP SHIPPING SERVICE TO YOUR CUSTOMERS IN THE US AND CANADA
We offer this service to make things convenient and seamless for you. No extra charge for this service.
Your customer receives a generic packing slip with your company name on it. Your customer will also see your company name on the shipper name of the package label (with our address) in case the package is returned for address or delivery issues.
Please do note that if the address which is provided to us is incorrect or incomplete, UPS will assess an address correction charge and we will bill you automatically for that. Additionally, if you have selected U.S. POSTAL BASIC and package is returned for incorrect address reasons, reship charges will apply to you. In addition, if the package is returned to us due to non-deliverable address issues, you will be responsible for any re-shipping charges.
SHIPPING TO CANADA IS ONLY DONE VIA PRIORITY MAIL INTERNATIONAL OR EXPRESS MAIL INTERNATIONAL Service - this ensures that the recipient will be fully responsible for any CUSTOMS DUTIES imposed on them and that none of any such duties can be billed back to us.
Do you offer catalogs in print?
No, our website is our current catalog - we keep costs down by avoiding high printing costs and keeping a print catalog current requires a big investment - we pass on the savings to our wholesale customers.
What is the Manufacturer's Suggested Retail Price?
The Manufacturer's Suggested Retail Price for our products is a 100% mark-up of your wholesale cost. An item costing you wholesale $1.25 has a Suggested Retail Price of $2.50 and so on.
Can an order be CHANGED or CANCELED once it has been submitted?
It is your responsibility to contact us IMMEDIATELY after placing your order if you have noticed any need for a change. Due to our fast processing service, it is imperative that you contact us as soon as possible and we will do our absolute best to make any necessary changes without incurring any additional charges on you. HOWEVER, please keep in mind that once the order is in process changes may not be possible. PERSONALIZED ORDERS cannot be stopped or modified once they are in production. Once your order has been assigned a tracking number NO CANCELLATION is possible.
What is the usual in-transit UPS shipping time to my customer once an order has shipped?
In-transit shipping times BEGIN ONLY AFTER YOUR PACKAGE HAS BEEN PICKED UP BY UPS at our warehouse - then you may use the following link to get in-transit shipping times to your customer's area by entering our zip code of 28785. Remember, the in-transit times do NOT begin until we have already tendered your package to UPS. Click here: http://www.ups.com/maps/results
REMEMBER THAT UPS DOES NOT SHIP TO P.O. BOXES
May I use my own UPS account number?
We regret that we cannot accept using 3rd party shipper accounts due to the high-risk of potential errors. We ONLY ship using our UPS account.
CONTACT US
Any other questions you have, please CONTACT US - we will be sure to reply to you within 24 business hours Monday through Friday.
Phone: 828-356-6883 (for faster service - please email us)
Thanks for your visit and best of luck with your online success.
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