Quick Order Pad
My Project List
My Product Groups
Reorder Pad
Frequently Asked Questions

General Frequently Asked Questions

Web Order Entry Frequently Asked Questions




 Customer Support:



 General Frequently Asked Questions


Q: Where are you located?
A: 118 Gando Drive, New Haven, CT 06513. Please visit our Contact Us page for directions. 


Q: What are your hours?
A:  Our Store hours are Monday through Friday, 7 a.m. to 4:30 p.m. and Saturday, 8 a.m. to 10 a.m., year round.  Our phones are open to place orders from 7 a.m. to 5 p.m. Monday through Friday and 8 a.m. to 10 a.m. on Saturday.


Q: Can I pick up my order after you close?
A: If you call your order into our inside sales department prior to 4:30 p.m., you can request an after-hours code to access our Night Pick Up area. You can then access your order at any time after we are closed for the evening. This service is only available to customers with an open account.


Q: How can I contact an HVAC&R sales representative?
A:  You can call our main numbers. If you are local or calling from a cell phone, just call 203-772-2240 or you can call us toll-free at 1-800-GET-STAR (1-800-438-7827). You will then reach our receptionist, who can direct you to the sales representative that specializes in the area you need.


Q: Do I need a license to purchase equipment at The Star Supply Company?
A: Licensing depends upon the type of equipment you intend to purchase. Please visit our sales counter or call inside sales for more information at 203-772-2240 or toll-free at 1-800-GET-STAR (1-800-438-7827).


Q: Do I have to be a Trane dealer to purchase Trane equipment?
A: No, but The Star Supply Company recognizes the commitment of our Trane Dealer network by limiting the products sold to Non-Trane dealers to specific residential models. A recognized Trane dealer enjoys many benefits, which you can view in Benefits of Becoming a Trane Dealer. The Trane Commercial product offering is available to all licensed contractors.


Q: How many products do you have in stock?
A: We stock over 10,000 products in our 165,000 square foot bar-coded, state-of-the-art warehouse. You can view the product lines we carry by accessing our Product page.


Q: How can I place an order?
A: You can place an order four different ways. Once you establish an online account, you can place orders online by visiting the Products page. You can also call one of our inside sales personnel or fax an order form to 203-772-1040, or visit our Sales Counter.


Q: Do you offer next day delivery and if so, when is the latest I can place an order?
A: Yes, The Star Supply Company has a large fleet of delivery trucks that service all of Connecticut and Western Massachusetts. We guarantee next day delivery Monday through Friday on any in-stock item when you place your order before 4:30 p.m. Should you need an item delivered the same day in an emergency situation, we encourage you to speak with us and we will do our best to make the delivery.  


Q: Do you charge for delivery?
A: We offer free delivery for any order over $100.


Q: Do you offer Saturday delivery?
A: Yes, the orders must be placed by Friday at 4:30 and the minimum order is $1,000.


Q: Can I get jobsite delivery?
A: We offer jobsite and rooftop delivery for your convenience. With our fleet of trucks, we can deliver to almost anywhere in our service area on a next-day basis if the order is placed before 4:30 p.m.


Q: What if my delivery has a shortage or is damaged?
A: If the delivery is being made by a Star Supply truck and the driver is still on site, please bring the issue to his attention so he can rectify the problem. If the driver is not on site, please call The Star Supply Company, ask for customer service, and someone will assist you.  If the delivery is made by United Parcel Service (UPS), and the damage or shortage is visible, accept the package and sign for as "damaged" or "short," let the driver know, and call The Star Supply Company immediately to rectify the problem. If the delivery is made by a vendor's trucking company, immediately call The Star Supply Company while the driver is still present. If you are unable to do so, sign for the package as "damaged" or "short," keep a copy of the trucking bill and call The Star Supply Company as soon as possible. 


Q: How can I sign up to receive promotions, news, and updates from The Star Supply Company?
A: To be added to our mailing list, please contact the marketing department via the e-mail form on the Contact Us page.


Q: Do you offer training?
A:  Yes, we offer a variety of courses, many of which are approved for Nate recertification hours. Please visit our Training page for more information.


Web Order Entry Frequently Asked Questions







Q: How do I place an order online?
A: First, you will need to sign up for an online account. You may do so by registering a new account. We will then be in contact with you to confirm your account has been established. Once your account is activated, just log on and visit the Products page to select the products and quantities you need.


Q: Do you have Youtube video tutorials?
A: Yes, you can watch our online tutorials by clicling on the Youtube link.


Q: What is the best way to check on an order I have already placed?
A: You can review your order history online by accessing My Account. You can also inquire about your order status by calling our inside sales department at 203-772-2240 or toll-free at 1-800-GET-STAR (1-800-438-7827).


Q: Why am I not able to view products?

A: You must have an account to view products (pricing and availability) and certain promotions. Please request a web account by visiting My Account/Create Account.


Q: Is the pricing I am viewing on the website generic retail pricing or is it my actual pricing?

A: The pricing you will see is your actual pricing (including specials and promotional pricing), the same as if you were to call in and place an order.


Q: Is it possible to create and save a bid if I am not ready to submit the actual order?

A: Yes, you can. Follow through the steps as if you were creating an order, add items to your shopping cart. When you check out you will be provided the option of "bill to my account" or "submit for quote only". By selecting "submit for quote only" the items in your shopping cart will be saved as a bid and accessible by visiting the following path, My Account/Open Bids.


Q: How long are bids good for?

A: Typically the pricing on bids are good for 30 days.


Q: Will I have the ability to turn a bid directly into an order?

A: Yes, this is possible. Visit My Account/Open Bids, select an open bid, once viewing the bid, select the option at the bottom of the bid to "copy items to shopping cart". This will copy all of the items from the bid you are viewing to your shopping cart. Here you will be able to adjust quantities or add or remove items and continue on to placing the order. The original bid will remain in tact.


Q: I place a stocking order on a frequent basis, is there a way to save a list of these items for ease of ordering?

A: There are several options, the first option is to utilize Product Groups. This enables you to add products and save them to a group. When you are ready to complete your stocking order you add the products to your shopping cart directly from the saved group. Another option is to create a bid with these regular stocking items. When you are ready to place your stocking order, you can copy these items to an order (see above for instructions on how to do this - your original bid will remain in tact). The last option is to visit Order History, find a past stocking order, view this and copy it to a new order. 


Q: Can I save several Project Lists?

A: At this time our system only allows for one list per Company, however you can create as many Product Groups as you need.


Q: Can I save several Product Groups?

A: You can save as many Product Groups as you need. This is especially helpful for recurring orders, common purchases and truck stock replenishment. In addition you can also create a full equipment system with all related parts and accessories. This will enable you to order with one click of a button.  


Q: If I know exactly what I want to purchase is there a quick way to find the product without navigating through the categories or manufacturer listings?

A: Sure, there are a few options. The first is to type in the product in the Search box in the right hand margin (found within several pages). The second is toutilize the Quick Order Pad (found on the left hand margin on most pages). 


Q: If I place an order online is there a minimum dollar amount in order to receive free freight?

A: Yes, consistent with our Company policy the minimum order is currently $100 to receive free freight.


Q: How late can I submit my order online in order to guarantee next day delivery?

A: Your order must be submitted by 4:30 p.m. in order to receive it the next day via our truck. If you submit an order after 4:30 p.m. and would like to request an expedited delivery please let us know by making a comment in the shipping instructions, we will do our best to accommodate your needs.


Q: If I submit an order over the weekend when will it ship?

A: If you submit an order after 4:30 p.m. on Friday and before 10:00 a.m. Saturday, your order will be delivered Monday. If you submit your order after 10:00 a.m. on Saturday your delivery will be made on Tuesday.


Q: What if I want to place an order and have it delivered to a jobsite, is this possible in the web order system?

A: Yes, this is possible. Once you place the order (do not select the Express Checkout feature, you will not be able to change the shipping address by taking this path) you will be asked to confirm the shipping information. This information will be pre-populated with your default information, you may change this information to reflect the jobsite address you would like your order delivered to. We also encourage you to utilize the shipping instructions to leave additional information, including a contact cell phone.


Q: If I place an order and I exceed my credit limit or are on credit hold for other reasons what happens to the order?

A: Your order will be automatically forwarded to the credit department. A representative of our credit department will contact you to resolve the situation.


Q: Will I be able to order special order items over the website?

A: Not at this time. Currently you can purchase any stock product using our web order system. Please contact your dedicated sales representative or contact our inside sales department at 203-772-2240 to place an order for any special order items.


Q: If there is a special product promotion or product flyer special will the pricing shown on the website be reflective of this?

A: Yes, pricing will reflect all prices related to promotions and flyers specials.


Q: Will I be able to see the items you are currently selling as scratch and dent?

A: Yes, you may see them under the Scratch and Dent and Obsolete category. You may visit this by clicking on the Products page and either choose it from the left column or at the bottom of the page. We also include a picture of the scratch and dent items so you can assess the damage.


Q: Will I be able to process returns on the web order entry system?

A: No, the order entry system is only for placing orders and it does not currently support the processing of returns.


Q: What if I am making a purchase for a tax exempt job?

A: Please note this in the comment box when placing an order. If we have the proper documentation on file, we will adjust the tax prior to the billing. If we do not have the information, please fax it to the accounts receivable department at 203-772-1040.


Q: What if I place an order and one or more of the items are out of stock and are on backorder?

A: When you continue throughout the checkout process you will receive an alerting message notifying you that an item on your order is on backorder. You will have the option to have your order shipped when complete or you can opt to receive partial shipments. Our shipping department will handle your order in accordance with your request.


Q: Are quantity price breaks available on the website?

A: Yes they are. If you select a product that has a quantity break and add it to your cart you will receive an alert indicating the potential savings you could receive by taking advantage of the price breaks available. Also, if you click on and view a product that has quantity price breaks available the pricing will be displayed for the different quantities.


 Q: Can I order items that are not found on your website?
A: Yes, currently our website includes approximately 10,000 items that we stock. We have the ability to order from any of the vendors listed on the Products Page. If there is a product or manufacturer you do not see listed, we will give our best effort to meet your needs. Please contact our inside sales department for more information.



Q: Will I be able to reprint invoices?

A: Yes, very easily. Access the following path, My Account/Order History. You can set the date range of the invoice(s) you would like to view and possibly reprint. You may also search by entering the invoice "S" number or PO# in the search box.


Q: Can I access my monthly statement?

A: The first business day of the new month, after 3:00 pm the current monthly statement will be available to view and print. Access the following path, My Account/Monthly Statement.


Q: Once we have established an online account, can we access our account information using web order entry?
A: Yes, you can access invoices, statements, order history, open orders, open bids and much more.



Q: Where can I change my password?

A: By accessing the following path, My Account/Edit Profile


Q: Are the login and passwords case sensitive?

A: No they are not, it will not matter if you enter your login and password in capital or lower case letters.


Q: How can I change the email address that the confirmations are being sent to?

A: By accessing the following path, My Account/Edit Profile


Q: I no longer want to receive email confirmations for quotes and orders I place, how can I turn off this feature?

A: By accessing the following path, My Account/Personal Settings


Q: What if I have an address change?

A: Please contact our accounts receivable department, you may call us at 203-772-2240 or you may send us an email with the information by visiting the Contact Us page. In the Contact Us Email Form, choose Accounts Receivable.


Q: I would like to add an employee but do not want them to have visibility of the accounting information, is this possible?

A: Yes, this is possible. You may restrict some or all of the pages located in My Account/Account Review. Please be sure to select the proper options when requesting to set up the new user.


Q: I would like to add an employee for ordering product but do not want them to have visibility of the prices of the products, is this possible?

A: Yes, this is possible. You may restrict visibility of all prices. Please contact us when setting up your employee. You may also visit the Contact Us page, select Web Ordering and send your request via an email.


Q: I would like to add an employee and would like them to access pricing and availability but do not want them to be able to place orders?

A: Yes, this is possible. You may restrict a user from placing orders. Please contact us when setting up your employee. You may also visit the Contact Us page, select Web Ordering and send your request via an email.



Customer Support:

Q: Will the standard tax forms (resale/exempt certificates) be available on the website?

A: Yes, they are located under Customer Support/Customer Resources (Policies and Forms)/Tax Forms


Q: Are the utility rebate forms available on the website?

A: Yes, they are locatedunder Customer Support/Customer Resources (Policies and Forms)/Rebate Forms


Q: Is there a place to view all of the manufacturers you stock?

A: Yes, there are several places, the first being on the Products Page where the manufacturers are separated by category. You may also view an alphabetized list of all of our manufacturers by visiting Customer Support/Manufacturers Websites. At each of these locations you will be able to click on the manufacturers name and be directed to their website.


Q: Are the current promotions and flyers available on your website?

A: Yes, a current list of all sales promotions is located under the Marketing Center.


Q: I am a Trane Dealer, will I be able to access the Trane Sales Plans?

A: Yes, if you are a registered Trane dealer you will be permitted access to the Resources-Registered Trane Dealer section within the Dealer Resources page. The sales plans are located in this section. You must be logged in to be able to view any registered Trane Dealer information.


Q: Will the training and seminar schedule be available on the website and will we be able to register for classes online?

A: The updated training and seminar schedule is available at Customer Support/Training/Seminar Schedule. In addition, there is a pre-registration form that you may complete. Please note, all classes must be paid within 7 days of pre-registering in order to hold your reservation.