Service & Support
Here you will find site information, policies and answers to frequently asked questions (FAQ's).
Resource Center Links:
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PRICE-MATCHING ($1 Meet & Beat)
Service & Support Main Topics:
(skip-to by clicking on a topic)
SHIPPING POLICY
PAYMENT
MY ACCOUNT, Tax Exempt/Non-Profit, Security & Privacy
ORDER STATUS
RETURNS, EXCHANGES & REPAIR
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SHIPPING POLICY
Shipping Services/Method - Canada and U.S.A.
FiveStar ships most orders via FedEX or in some cases we may elect to ship using the United States Postal Service (USPS). We offer the following standard service types:
- We will determine the best possible shipping method for your particular product. Most shipments will be shipped using FedEx ground where available. This will be a 3 -5 day service
- For faster shipping options, please do not hesitiate to contact us directly for alternative methods
- In rare cases we will ship via USPS or Canada Post, you will be contacted in these situations
keep in mind the above transit times do not include the number of days it may take to process your order and choosing express shipping options (i.e. Air Service) does not reduce the processing time. Process time depends on inventory levels and availability of product.
If you have special shipping needs or would like us to ship using your UPS or FedEx account number please communicate your needs to us in the Comments/Special Instructions box that is displayed upon checkout or you may e-mail us prior to placing your order at: orders@fivestarphones.com and we will try our best to accommodate your requests! CLICK HERE to view FREE SHIPPING eligibility
Ship-To Locations
FiveStar is configured so you may add multiple ship-to addresses. This means you will have one billing address but are able to ship to multiple locations using one account. You can add Ship-To's under the My Account section of the site, after you've logged in, or add them during the checkout process.
CLICK HERE to go to the My Account section
International Shipping
FiveStar will ship Internationally on a case per case basis. Once you place your order you will be emailed within 48 hours with the actual ship to costs. The prepaid shipping fee will be deducted from the final cost of shipping. You will be presented with a surface and air option. Please note that most surface shipments have no trackking inofrmation and no time frame gaurentee
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PAYMENT
We accept the two major credit cards, Visa and Mastercard as well as PayPal. The option to prepay your order using a check or money order is available on case by case basis. Please contact us via email or phone.
Accepted payment methods are as follows:
To pay by check or money order, please contact us directly
INTERNATIONAL CUSTOMERS: First-time International orders (orders shipped outside of the U.S. or Canada) may require an additional time period for funds to clear before your order is released for processing.
This time does not include the processing time required to compile your order.
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ACCOUNT INFORMATION (MY ACCOUNT)
Placing an Order/Creating an Account
To make a purchase you must have an account in place. You may choose to setup an account prior to purchasing by clicking the My Account tab on the top of the page or If you choose to browse and select items prior to setting up an account they will be deposited in your shopping cart (located at the top left of the gold navigation bar) you will then be prompted to create an account prior to the checkout process. Please provide an e-mail address that is your primary address or an address that is checked frequently because we may have to request certain information to successfully process your order. CLICK HERE to create an account or to log-in
Multiple Accounts
In such cases you might find it necessary to have an account for business use and an account for your personal use. You may have multiple accounts however you must use different e-mail addresses and passwords. Any credits or special pricing on one account may not transfer over or be used by between accounts.
I Forgot My Password
If you forget your password and cannot log-in please send us an e-mail from the e-mail address you used to create your account. You will be e-mailed back with your password. For security reasons you may be asked to provide some information. service@fivestarphones.com
Purchase Orders
We allow you to assign a PO# to any order, if you choose to. This is for your reference. Whether assigning a PO# or not, payment is still made with credit card or prepay check and your PO# will appear on all documentation and on the box (unless blind shipped). You enter your PO# during the checkout process.
Security & Privacy
FiveStar will never sell, trade or release your information or buying history to any third-party. All sensitive information is received and processed through encryption and our Secure Socket Layer (SSL).
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ORDER STATUS
Definition of statuses are:
- Pending (order just placed)
- Processing (FiveStar has received your order and is fulfilling it)
- Shipped (your order has left our warehouse and is on the way to you).
Every step you will receive a short e-mail update informing you of the status change. If you're unsure that you received an update and need to check status of your order please e-mail us with the 5-Digit Order Number provided in your order confirmation e-mail. Please keep in mind not all items ship immediately and choosing express shipping options (i.e. Air Service) does not reduce the processing time. Process time depends on inventory levels and availability of product. orderstatus@fivestarphones.com
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RETURNS/EXCHANGES
Technical Problems or Defective Product
OUT-OF-BOX FAILURE: If an item is not working upon arrival ("out-of-box" failure) we will repair or replace that item (after determining/trouble-shooting the issue) and recall the defective item at no additional charge to you. However you must send written notice and contact us within 15 days from the receipt of your shipment containing the defective product: orders@fivestarphones.com | Fax: 1-800-659-9913
WARRANTY REPAIR: Any item that goes bad after 15 days is subject to the manufacturer's warranty. If your product proves to be defective 15 days after you've received it from FiveStarPhones please contact the respective manufacturer to have your product repaired/replaced. CLICK HERE for a listing of manufacturers & contact info
Returning Items for Other Reasons
Whether you're returning or wanting to exchange items we at FiveStarPhones.com want you to be happy with your purchases so if, for any reason, you find it necessary to return an item we offer and stand by our easy 1 - 2 - 3 RETURN POLICY. All return items are subject to a 15% Re-Stocking Fee.
1.) First E-MAIL US (within 15 days from the receipt of your shipment) with your order number and the item(s) you would like to return/exchange: orders@fivestarphones.com
2.) After WE ISSUE YOU AN RMA# (Return of Material Authorization) you will be instructed where to return the items to. (if you're returning items that did not arrive damaged or defective you must pay for return shipping)
3.) When we receive the item(s) YOU WILL BE REFUNDED OR CREDITED* for them. If your intention was to exchange items we will credit your FiveStar account so you may create another order to replace the items you've returned. If the item(s) are returned in original condition with nothing damaged or missing we will refund you for the items (less 15% re-stocking) according to the original form of payment (by crediting your credit card or issuing a check).
*To receive full credit products must not be damaged or missing manufacturers packaging/documentation. If any items are damaged, not in original condition or worn from usage then a credit to your FiveStar account will be issued (not a cash refund) and a 25% restocking fee may apply. BEFORE RETURNING ANY ITEMS YOU MUST FIRST OBTAIN AN RMA NUMBER.
**Custom Phones: Certain items such as customized phones cannot be returned. If for any reason the custom item(s) are deemed returnable, a mandatory 25% re-stocking fee will apply.
24 hr Fax: 1-800-659-9913 | orders@fivestarphones.com
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