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Starfall Store Customer Service
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    Do you accept Purchase Orders?
  How do I place an order by mail?
  I can't place my order, what now?
  Do you ship to ...?
  Did you receive my order?
  Where is my order? How can I track my order?
  How do I cancel my order?
  How can I get a receipt?
  What is your refund policy?
  How do I contact Starfall?
  How do I change my email address?*
  I forgot my password!**
   
  Go to Helpdesk 
 

 

*Your email address is used only in reference to your order for Starfall printed materials. It is not used for any other purpose.
  Please see our privacy policy.

**This password is needed to access order history only. No password is required to order materials or access the website.

 
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Do you accept Purchase Orders?

We accept Purchase Orders from schools or school districts in the United States and Canada only. Our terms are NET 30 days.

Starfall dba

There are two methods of submitting purchase orders:

Method #1
If you would like to obtain a Price Quote from us, detailing item costs, quantities, and shipping costs, please follow this procedure:

  1. Fill out our online order form, enter all information as requested until you get to the page entitled “Please Enter Payment Information”.
  2. Click on the “Request Quote for P.O.” link in the alternate payment box, then follow directions for a Quote Request.
  3. Please print the Price Quote. Then fax it, along with your purchase order, to us at 800-943-6666 (Canadian customers please use 303-417-6434).

Method #2

  1. Download and print our Starfall General Catalog and Order Form.
  2. Fax ( 800-943-6666, Canadian customers please use 303-417-6434 ) or mail it, to us at the address on the form.
 
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How do I place an order by mail?

To place an order by mail:

  1. Fill out our online order form, enter all information as requested until you get to the page entitled “Please Enter Payment Information”.
  2. Click on the “Fax or Mail a Check” link in the alternate payment box.
  3. Please print the Fax/Mail Order form. Then fax 800-943-6666 (Canadian customers please use 303-417-6434) or mail it, to us at the address on the form.

Or follow this procedure:

  1. Download and print our Starfall General Catalog and Order Form.
  2. Fax ( 800-943-6666, Canadian customers please use 303-417-6434 ) or mail it, to us at the address on the form. This method is ideal for Purchase Orders and Credit Card orders.
 
Question answered? If no, CONTACT US
 
 
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I can't place my order, what now?

This depends on what type of problem you are encountering when trying to place your order. Below is a list of common problems our users have encountered while trying to place an order for Starfall materials. Please review the list to determine if this is your problem and if the solution helps.

  1. In order to ensure that you receive the materials you are ordering, we check the data that is entered during each order to make sure we have all the information we need to deliver your materials.
    If you see the message
    Please correct the following errors:
    on one of the order screens followed by one or more descriptions, it means that there is a problem with some of the data that we must have to send you your order.

    In this case the descriptions will indicate the data that has problems and a description of the type of problem. For example, if you forgot to type in your e-mail address, the description would look like:
    Email Address: Missing
    and the label "Email Address" will now appear in red on the order page so that you can find and fix the problem. Simply fix the problem(s) and again select the "Continue" button at the bottom of the order page to proceed to the next step in the order process.

  2. I'm getting a page that says:
    Transmission Error

    This page indicates that your web browser was unable to send all of the information that you entered on the order page to our website. This is often caused by a slow or bad connection to the internet.

    First use the back button on your browser to return to the Starfall order page and then select the "Continue" button again. If you continue to get the Transmission Error page, the problem can often be remedied by signing off from your internet service provider (ISP) and then signing back on and attempting to place your order again at: orderstart.htm

If you are still having problems placing your order, please contact us using the link below and provide as much information about your problem as possible. This includes the step of the order process where you encountered the problem and any error messages that were displayed. This information will help us get find the problem and get your Starfall materials on the way!

 
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Do you ship to ...?

We can ship to most countries. For shipping to countries other than the US, Puerto Rico, US Virgin Islands and overseas US military bases with USPS addresses, please select the "Shipping to Other Countries" link to enter your address. If your country is not listed in the drop-down menu, please contact us for assistance with your order.

Optionally, you may download and print some of our materials from our download center.

 
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Did you receive my order?
Where is my order?

You can see the status of all of your Starfall orders at any time by logging into your Starfall account using your e-mail address and password or the order number.

Once you have logged in, you are shown an order summary screen that shows all of the orders we have received from you and their current status. As your order is processed, the status will be updated and additional information such as tracking numbers for your shipment will be added.

You may see the following status values associated with your order.

Status Description
Pending Your order has been received but we have not yet started processing your order.
Accepted Your order is being processed for shipping.
Shipped Your order has been shipped. Depending on the carrier used for shipping, a tracking number may be available to allow you to track the progress of your order.
 
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How do I cancel my order?

You may cancel any orders that have not yet been processed for shipping by logging into your Starfall account using your e-mail address and password or the order number.

Once you have logged in, you are shown an order summary screen that shows all of the orders we have received from you and their current status.

Orders that have not yet been processed for shipping will have a status of Pending and will have a "cancel order" link in the Action area of the order summary page.

Note that we process orders promptly, so there is a limited time for you to cancel your order before it is processed. Please call Customer Service at 1-888-857-8990 for assistance

 
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How can I get a receipt?

Once your order has been shipped and we have received payment, an online receipt is available for your order. You can access the online receipt by logging into your into your Starfall account using your e-mail address and password or the order number.

Once you have logged in, you are shown an order summary screen that shows all of the orders we have received from you and their current status.

Orders that have been shipped and paid for will have an "invoice" link in the Action area of the order summary page. Simply click on the "invoice" link to view a printable receipt.

 
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What is your refund policy?

You may return unused items within 60 days of delivery for a refund or exchange.

If the reason for the return is our error, we will pay to have the product returned and reshipped. Please contact Customer Service at 888-857-8990 to make arrangements.

If the reason for the return is not our error, you may still return the product for a refund of the product cost; initial freight charges will not be refunded.

Please return your package via Insured Parcel Post (US Mail) or UPS to:

Starfall Education
Attn: Returns
6455 Spine Road
Boulder, CO 80301

Return postage fees are the responsibility of the customer.

Please follow the steps below for your return/exchange:

1. Include your full name and address, including your zip code, and a contact phone number, email address or fax number, in case we have questions about your return/exchange.

2. Include a brief explanation as to why you are returning the item(s).

3. Indicate how you would like the return handled. Would you like an exchange or a refund to the original payment method?

4. If requesting an exchange, please indicate the item number, item description, quantity, and the product price.

5. Indicate the name and address to which we should send your exchange or refund check, if applicable. Purchases made by credit card will be refunded to the original payment method unless otherwise noted.

6. If the new item(s) you are requesting total more than your return item(s) please include the payment method. Shipping charges should also be applied to the new total.

Please contact Customer Service by phone at 888-857-8990 or email for additional details or questions regarding our return/exchange policy.

 
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How do I contact Starfall?

Mail: Starfall Education   Phone: 1-888-857-8990
  Po Box 359   Fax: 1-800-943-6666
  Boulder, Colorado   E-mail: email Starfall
  80306      
         
  International Customers:   Phone: 1-303-417-6414
      Fax: 1-303-417-6434
         
Customer Service
Physical Location:
2905 Wilderness Place
Boulder, CO
80301
     
 
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How do I change my email address?

You can change the email address on your account by logging into your Starfall account using your email address (as you entered it when you created the order) and password.
You can then click on the "Change Email" tab to change the email address associated with your account (the one used to login to your account).

 
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I forgot my password!

If you do not remember your password, just enter any password into the password input field and attempt to login. If the password does not match the one on record, you will be provided with a link to click in order to have your password sent to your registered email address.

 
Question answered? If no, CONTACT US
 
 

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