Have Questions About Starlite ?

FREQUENLTY ASKED QUESTIONS Is your website SECURE? Absolutely Yes! We only use the HIGHEST LEVEL of SSL security - once you proceed to checkout, your browser address bar will reflect the "https" indicating the highest Secure connection at all times during Order Checkout. SSL

What are your Shipping Rates?

CONTINENTAL U.S.A only

UPS Ground - $9.95

UPS 2nd Day Air - $31.95

UPS Next Day Air - $42.95

NON-CONTINENTAL U.S.A only
(Hawaii, Puerto Rico, Guam, Alaska, APO, AE, etc.)

Priority Mail - $16.95

CANADA only

EXPRESS Mail to CANADA - $27.95

ALL other INTERNATIONAL ORDERS only

EXPRESS MAIL INTERNATIONAL - $52.50

Any Excess Weight Order may be subject to additional shipping/handling fees - we will contact you if that is the case.

Do I need to create an account?

Your account is created automatically during your first order checkout - the system requests your billing information - your email address becomes your username automatically and you receive an email with a temporary password.  You can use this information to log in at a later time to check the status of your order or obtain a copy of your previous order information, etc.

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 "View Account and Order History" on the left side bar under Customer 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 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 and 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.

Do you ship INTERNATIONAL?

Yes, please read above question - for details - we welcome orders from EUROPE / U.K., CANADA, MEXICO, CENTRAL AND SOUTH AMERICA, AUSTRALIA, MIDDLE-EAST (certain restrictions apply) and FAR EAST, ETC.

What is the best way to contact Starlite?

For FASTEST service, we encourage you to email us by clicking on the EMAIL US link at the top of our website.  Please allow 24 hrs for most inquiries during Monday through Fridays.

Do you accept orders by phone?

Sorry, we DO NOT accept phone orders.

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.

What SHIPPING METHODS are available?

We use UPS Ground as the standard shipping method for all Continental U.S. orders.  UPS expedited services are also available - 2nd Day Air and Next Day Air.

There is a flat rate of $31.95 for 2nd Day Air orders - Continental U.S. Orders Only (excessive weight orders may be subject to higher rates - we would contact you if this is the case prior to billing you).

There is a flat rate of $42.95 for Next Day Air orders Continental U.S. Orders Only (excessive weight orders may be subject to higher rates - we would contact you if this is the case prior to billing you).

NON-CONTINENTAL U.S. ORDERS (Alaska, Hawaii, Puerto Rico, Guam, APO, etc.) - will ship via Priority Mail for a flat rate of $16.95 (excessive weight orders may be subject to higher rates - we would contact you if this is the case prior to billing you).

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.

INTERNATIONAL ORDERS - will ship always via EXPRESS MAIL INTERNATIONAL - a flat rate of $52.50 applies (excessive weight orders may be subject to higher rates - we would contact you if this is the case prior to billing you).

Do you sell samples?

You can order the MINIMUM unit available for any item as a sample. 

What is your Return Policy?

PERSONALIZED ITEMS ARE NOT RETURNABLE UNDER ANY CIRCUMSTANCE (unless Starlite has made an error on the order) - we do NOT accept returns for errors made by customers in submitting their order information to us or as a result of a late delivery caused by the shipping carrier or international customs for international orders.

30 Day Return & Exchange Policy

With the exception of personalized items such as:  (personalized napkins, personalized ribbon, personalized baptism and communion favor kits, etc.) you may return your purchase within 30 days from of date of delivery.  You must, however, contact our Customer Service department to obtain a RMA (Return Merchandise Authorization) number.  Please be sure to include the reason for the return request.  Once the RMA has been issued, you have up to 14 business days to have the items return delivered to us.  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 in any way.  We cannot accept items for return that are not in resale condition.

In addition, all RETURNS will be subject to a 15% restocking fee - no exceptions.

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.

In the event of an INCORRECT ADDRESS?

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.  In addition, if the package is returned to us due to non-deliverable address issues, you will be responsible for any re-shipping charges.

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 customers.

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.

We will NOT accept under any circumstance any personalized order cancellation due to a change of heart, buyer's remorse, error on the part of buyer, etc. if the order has already been placed in production.

Furthermore, for any order including non-personalized orders, once your order has been assigned a tracking number NO CANCELLATION is possible.

What is the usual in-transit UPS shipping time 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 shipping zip code 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 other 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:  828-926-2398 (for faster service - please email us)

Thanks for your visit - we sincerely appreciate your valued business.