FAQs

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1. Who owns Stareast International?
   Stareast international is an Australian family owned and operated business. It is a privately owned company and is independent of any large companies.

    

2. How long has Stareast been in business?
   Stareast International Pty Ltd was incorporated in December of 1994 in Sydney, Australia. The early focus of the company was to serve the appliance spare parts industry as to the survival of the appliance repair industry and to satisfy our customers with the best quality products at the most competitive price.

   Today, Stareast International Pty Ltd is one of the leading suppliers of appliance spare parts and equipment in Australia. With over 35 years experience in the appliance industry, Stareast International has evolved to become one of the leading market players with its innovative and proactive approach focusing solely on improving and diversifying its product range while remaining competitive in the marketplace.

    

3. Who are Stareast International Pty Ltd customers?
   Since its incorporation, Stareast International Pty Ltd has built a major customer base supplying trade and wholesale customers. Today, Stareast International Pty Ltd is serving the appliance industry as one of the leading suppliers of appliance spare parts and equipment in Australia.

    

4. What's the best reason for me to consider Stareast International Pty Ltd as my supplier?
   Since we are a primary distributor of a wide range of appliance spare parts and equipment, it is very likely that we can provide you with the product you need at the most competitive price and with the personal service that only a family owned organisation can offer.

   There is also an opportunity for Stareast International Pty Ltd to assist in enhancing and improving the service quality that you personally or your organisation currently provides by using Stareast International's quality range of products. The friendly team at Stareast International Pty Ltd is courteous and always willing to provide the best knowledge and expert advice by offering solutions to meet your personal or your organisation's requirements.

   In addition, we strive to maintain a competitive price while not compromising quality as a result. As your business expands, our organisation has the ability to meet any purchases your business may require at the most competitive prices. We would like to assist in playing a part in growing your business and helping increase your profits by supplying our products at the most competitive price available. We are an alternative spare parts supplier without the expensive prices.

    

5. Where is Stareast International Pty Ltd located?
   Our office was incorporated in Sydney, Australia since the company was founded in 1994. The office and warehouses (3500 square meters) are located at Units 2 & 3 / 45 Bryant Street, Padstow, Sydney NSW 2211 Australia.

    

6. What are your business hours?
   Stareast International Pty Ltd business hours are from 7:30 am till 5:00 pm (Sydney EST) Monday to Friday. The offices are closed on Saturday and Sunday, however the trade counter is open from 8.30am until 1 pm on Saturday.

    

7. Opening an Account with Stareast; How do I open a credit trading account? I am a reseller or trade or standard customer.
   Stareast now requires at least 3 months of trading before an account with us can be considered. Please download the account forms below and mail them to us: PO Box 434, Regents Park DC NSW 2143. We will be able to inform you whether you are eligible for a credit account within 1-2 weeks. Please note: our terms of trade are either 7 days or 30 days End Of Month.

   Download Account Forms here (Note: There are three forms to download (in PDF) and they must all be mailed, not faxed):

   1. Credit Application Form
   2. Stareast Guarantee & Indemnity Document
   3. Stareast Business Terms & Conditions

   For Enquiries:

   • National Phone: 02 9792 5988
   • Email: Enquiry Form

   For customers who prefer to order by fax, mail or phone, you are still more than welcome to apply for a COD trade file with us. CLICK HERE to download our COD account form.

   CLICK HERE for the form to change  business details or ABN number.

   CLICK HERE for the form to request an increase in account credit limit.

8. What are Stareast International's payment terms?
   Strictly 30 days from date of statement for account holders.

    

9. When does a customer go on stop supply?
   When the credit limit is exceeded and/or the account is overdue.

    

10. Who do I speak to if I have a query regarding my account?
    Please contact Stareast International Pty Ltd via either:

    • International Phone: +61 2 9792 5988
    • National Phone: 02 9792 5988
    • Fax: +61 2 9792 5944 or National Fax: 02 9792 5944
    • Email: Enquiry Form

     

11. How do I get my name on Stareast International's mailing list?
    Please specify your area of interest and inform Stareast International Pty Ltd of your mailing/delivery details via either:

    • International Phone: +61 2 9792 5988
    • National Phone: 02 9792 5988
    • Fax: +61 2 9792 5944 or National Fax: 02 9792 5944
    • Email: Enquiry Form

    With over 3,500 product lines available and more and more products being added annually, Stareast International Pty Ltd has a responsibility to keep customers informed on the status of their orders. It's a good idea to join us.

    An easy way to join the mailing list is to become a member of our website, with great specials and member privileges. Click here

    There is also a resource web page for our trade customers where they can download current specials, price lists, catalogues and more all in the one place. If you are a trade customer, give us a call today so we can direct you to this web page (please note: there is no link to this webpage from this website to protect the interests of our trade customers - you will need to ring us to get access).

     

12. Can I order online?
    Yes, anyone around the world can order online. You can place a request to quote order with Stareast International Pty Ltd online at any time. Please visit the spare parts catalogue section of the website to place your quote request or become a member to view pricing and technical information and have access to monthly member specials. International customers from around the world have other requirements to meet before the order is released. This information is provided at the time of order. (Note: member applying need to be approved by our management staff).
    

     

13. Can I order via email?
    Yes, you can. You can place an order with Stareast International Pty Ltd via our Enquiry Form at any time.
    

     

14. Can I order via facsimile (Fax)?
    Yes, you can. You can place an order with Stareast International Pty Ltd via fax at any time. The sales fax number is +61 2 9792 5944, this fax machine can handle any fax.

    (NOTE: we guarantee a fax line that is never busy)

     

15. Can I order via telephone?
    Yes, you can. Business hours are 7.30 a.m. - 5.00 p.m. (Australian Eastern Standard Time). Please contact Stareast International Pty Ltd on international +61 2 9792 5988 or local on 02 9792 5988.

     

16. Can I order via post/mail?
    Yes, you can. You can place an order with Stareast International Pty Ltd via post/mail at any time. Please send post/mail with your order and payment to:

    Sales Department
    Stareast International Pty Ltd
    PO Box 434
    Regents Park DC 
    NSW 2143

     

17. What if I need to know urgently whether a product is available and in the quantities required?

    Please contact Stareast International Pty Ltd via either:

    • International Phone: +61 2 9792 5988
    • National Phone: 02 9792 5988
    • Fax: +61 2 9792 5944 or National Fax: 02 9792 5944
    • Email: Enquiry Form

    A response will be provided either same day or overnight.

    If there is a part you need that cannot be found on our online catalogue, Stareast may still be able to source this part for you. If you have the brand, model number and possibly (and most helpful) a photo of the part(s) required, you can email it to us and we will try to help.

18. What is Stareast International Pty Ltd EDI ordering?
    EDI (Electronic Data Interchange) is a service offered to all our account-holding customers. It allows us to accept orders electronically. You can place an electronic order via you account screen. Advantages of EDI ordering include:

    • reduced telephone and fax costs
    • improved control and management of stock
    • reduced administration time and costs
    • acknowledgment of purchase order

    This is just some of the benefits, to find out more simply ring Alan Nowfal on local 02 9792 5988 or fill out our Enquiry Form.

     

19. How secure is the Stareast International Pty Ltd website?
    Stareast International Pty Ltd currently offers two levels of security to help safeguard the company and your personal and credit card information by password and encryption. Your password must be entered every time you log on to the Stareast International Pty Ltd website. Remember; always keep your password confidential. The credit card payments are held in a secured server and handled by National Australian Bank Australia merchant services.

     

20. What is secured encryption?
    Encryption technology allows secure transmittal of information via the Internet by encoding the transmitted data using a mathematical formula that scrambles the data. Without a corresponding decoder, the transmission would look like nonsense text and would be unusable.

     

21. How does encryption work?
    Basic encryption - involves the transmission of data from one party to another. The sender encodes the data by scrambling it and then sends it on. The receiver must decode the data with the correct decoder in order to read and use it.

    Strong encryption - all data sent to and from the Stareast International Pty Ltd website is scrambled and reassembled between Stareast International Pty Ltd and your personal computer to protect your personal and financial information. The highest level of encryption generally available today in countries outside the USA is 128-bit encryption. It means there are 1,099,511,627,776,214 possible combinations of keys but only one that will unlock the information.

     

22. How secure is encryption?
    The effectiveness (or level of security) of encryption is measured in terms of how long the key is. The longer the key, the longer it would take for someone without the correct decoder to break the code. The length of the key is measured in bits; for example, 40-bit encryption is the level used with many browsers, but 128-bit encryption (available only in the USA) is classified as weapons-grade encryption. A 40-bit key has 1,099,511,627,776 possible different combinations. For a 128-bit key there are 3.4 x 1038 possible different combinations.

     

23. How much will I be charged for postage or delivery?
    Postage within Australia starts from AU$10.00, unless specified otherwise. At the time of order or when a quote is sent we will advise of postage charge.

    Delivery Times in Australia and to international locations:

    • Express Airmail (1-2 weeks)
    • Economy Airmail (2-4 weeks)
    • Courier (same day local area - to 5 days)

    International Orders
    Items may be shipped by a variety of different methods. Delivery times and costs vary. Advise of this when order or quote is submitted.

    Costs: Due to the many variables affecting local and international shipping our shipping department will select the most efficient and cost-effective method of shipping on your behalf.

    The details and costs will be e-mailed to you within 24 hours of receipt of your Web order and charged to your credit card or account if you're apart of our members website.

    Example: Hoover electric pump H051 Weight 1 kg, From Australia to Singapore (Door to Door):

    • Airmail $65.00 1-2 weeks
    • Economy Airmail $20.00 2-4 weeks
    • Courier (door to door) $125.00 3-5 days

    Note: These are examples and your order freight charges will be different, this will depend on suburbs, size of order, and value of goods.

     

24. My products have not arrived yet. When will they be delivered? How long until my order arrives?
    Within Sydney metro, your order should arrive the same day, if the order is placed before 9am. For other areas, it may take between one and five working days to arrive depending on the area the goods will be delivered to. Stareast currently use Fastway Couriers, Direct Freight Express, Star Track Express and Australia Post to get goods out to you. Metro areas within Canberra, Melbourne, Brisbane, Gold Coast, Newcastle and Wollongong are zones where we offer a next day delivery service. If orders are placed before 12pm for these areas, Stareast together with these freight services can ensure your parts are recieved the next business day.

    New Zealand shipments are sea and air-freighted. Allow one to two weeks for delivery. International shipments are sea or air-freighted. Allow one to three weeks for delivery. A better time can be provided by just asking us before you place the order. You can check your order status by contacting our friendly staff on phone 02 97925988 or international +61 2 9792 5988 or alternatively fill out our Enquiry Form.

     

25. What if my order does not arrive?
    Please contact Stareast International Pty Ltd IMMEDIATELY via either:

    • International Phone: +61 2 9792 5988
    • National Phone: 02 9792 5988
    • Fax: +61 2 9792 5944 or National Fax: 02 9792 5944
    • Email: Enquiry Form

    When making enquiries about your order, please provide your account number, order number and any other order information.

    Other related sites are: Fastway (all other courier's websites will be provided on request if the order has not arrived). Our staff are capable of searching for your goods and are able to give you an answer to your questions ASAP.

    If you don't have an account with us, please let us know your name, where you are from, how you paid for the product(s) and the order information.

     

26. What will the invoice tell me about the status of my order?
    The invoice will list products supplied and items on back order with the appropriate status of those products and items.

     

27. Can I receive a back order report on a regular basis?
    Yes, you can. Stareast International Pty Ltd can provide a back order report upon request. Fill out our Enquiry Form or call 02 9792 5988.

     

28. If I place orders on-line via Stareast International's web page, do I need to re-key the orders in order to have a hard copy for my own records?
    No, you do not. When you have placed the order, you will be given a unique order number for that order. The order number, in conjunction with the order details can be printed off if required. You receive a confirmation via email as well. 
     
29. What are the advantages of emailing orders as opposed to faxing them?
    Email is significantly cheaper than phone or fax. Your order is keyed on the day it is sent (except for weekends and you will also receive an email confirmation of your order).

     

30. Returns policy, How do I do this?
    Stareast provide a 12 month warranty replacement. If manufacturers provide a extended warranty, notice will be given with relevant marketing material.

    You will require returns approval before sending us your returns. The GRA form must be filled in correctly and can be found when you CLICK HERE. Please attach our address (unit 2/45 Bryant Street Padstow) on the parcel/s to be returned.

    Please contact our friendly staff on 02 97925988 or international +61 2 9792 5988 or alternatively, fill out our Enquiry Form and have your proof of purchase invoice information handy for standard item returns. Without the invoice you are unable to return the product. In some cases with management approval only, you are able to return goods without proof of purchase.

     

31. There is an error on my invoice. How do I take care of this?
    Please contact our staff on +61 2 9792 5988 and have your order information handy or alternatively, fill out our Enquiry Form with all the relevant information and we will be happy to handle this for you.

     

32. I have an issue about a product(s) that failed? I have an issue with a staff member at Stareast and how they handled my problem!
    Please ring Alan Nowfal on 02 9792 5988 or 0418 690 009 and he will take care of the problem personally.

     

33. What form of payment does Stareast International Pty Ltd accept?
    Stareast International Pty Ltd accepts many methods of payment including most credit cards (Master Card, Visa, AMEX and Diners Club, AMEX and Diners Club incurs a 2% surcharge), Bpay and Electronic Funds Transfers. There are other options for payment including cheque, credit card direct debit deposit and COD.

     

34. What's the procedure for changing from paying by cheque to paying by direct debit deposit?
    The option is yours, we prefer direct debit to our account. Or you can pay your account by credit card on our web site using Bpay.

     

35. Can I buy with a credit card or Purchase Order?
    Yes, you can. If you order online, you can pay by credit card or enter a Purchase Order number if you have an account. You can do the same if your order by phone on:

    • International Phone: +61 2 9792 5988
    • National Phone: 02 9792 5988
    • Fax: +61 2 9792 5944 or National Fax: 02 9792 5944
    • Email: Enquiry Form

     

36. When can I pay by credit card?
    Credit account customers can pay by credit card if the amount due is below $1000. Amounts above $1000 should be paid by Bpay, direct debit deposit or by cheque.

     

37. What's the procedure for paying by credit card?
    For your safety it is best to fax the information to us on

    • Fax: +61 2 9792 5944 or National Fax: 02 9792 5944
    • NOTE: DO NOT SEND YOUR CREDIT CARD DETAILS VIA EMAIL

    Ask for credit control and the process can be completed over the phone or fax credit card details to the mentioned number above.

     

38. How can I ask for technical information or help?
    Please contact Stareast International Pty Ltd via either:

    • International Phone: +61 2 9792 5988
    • National Phone: 02 9792 5988
    • Fax: +61 2 9792 5944
    • Email: Enquiry Form

    When making any technical enquiries, please provide all information in detail.

     

39. Where can I get an MSDS sheet for products I have ordered?
    Please contact our friendly staff on national number phone 02 97925988 or international +61 2 9792 5988 or alternatively fill out our Enquiry Form to arrange the MSDS to be emailed back or have one faxed to you.

     

40. Where does the issue of licensing and compliance come in?
    The law obligates us to demonstrate diligence in ensuring that Stareast International Pty Ltd products are purchased and used and installed by qualified individuals. We always endeavour in keeping up with the ever changing law in relation to licensing and qualifications rights. We also try to promote the refrigeration and air-conditioning code of practice to many tradesmen and what equipment they must have to stay inline with the code.

     

41. What other restrictions might affect the way I do business with Stareast International Pty Ltd Pty Ltd?
    There could be a number of things. There may be products that we can not sell to individuals who are not qualified. Delivery of chemicals or gases to residential addresses is a problem because there is no way to ensure immediate receipt, which is necessary to keep the material from falling into the wrong hands. You must have a licence and an authorised address as it is illegal for our company to sell refrigerant under the Ozone Protection Acts in Australia.

     

42. What are your plans for international expansion?
    Stareast International Pty Ltd Pty Ltd currently does have plans and are expanding into the international marketplace, partnering with global appliance spare parts providers. International expansion is a slow process and will take much time to develop. We are happy now to just concentrate on the Australian market and are willing to analyse any ideas an organisation might have to partner with our company.

     

43. Does Stareast International Pty Ltd regularly ship its products to foreign markets?
    Yes, Stareast International Pty Ltd is a leading supplier of appliance spare parts and equipment to a broad range of customers in all the world markets.

     

44. Can Stareast International Pty Ltd supply products in Full Container Loads (FCL)?
    Yes. Stareast International Pty Ltd sells quantities of many products; some examples are: copper piping, copper piping insulation, various high quality appliance spare parts such as fan motors, flaring tools, copper elbows, and quality equipment for air conditioning, refrigeration, hot water systems elements, thermostats, stoves elements, washer pumps, dryer timers and dishwasher's hoses and many more.

     

45. What if i need an urgent part(s) outside your normal trade counter operating hours?
    It might be possible to arrange a pick-up time. You will however need to contact us during business hours. Please note that there will be a $50-100+GST fee to do this as well as a minimum order size of $200+GST.

     

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