Frequently Asked Questions

Shipping costs vary depending on the items in your order.

  • Standard Shipping: Most products have a fixed shipping rate and can be purchased directly through checkout. Shipping costs will be calculated and displayed at checkout.
  • Quoted Shipping: Certain large, heavy, or custom items require a shipping quote. These items cannot be purchased through standard checkout. Instead, you will need to request a shipping quote, and our team will provide the cost before the order can be finalized.

Please note that shipping costs are the customer’s responsibility, and additional fees may apply for oversized or special-handling items.

Once your order has shipped, you will receive an email containing your tracking information. Please ensure that all details, including your email address, are correct at checkout to help guarantee smooth delivery.

If you do not receive a confirmation email within 24 hours of placing your order, please contact our Customer Service team to verify that your order has been processed.

Items purchased at full price and picked up in-store are eligible for return within 7 days of pickup.

All discounted, clearance, final sale, or promotional items are not eligible for return or refund. In the case of damaged or incorrect goods received, please contact customer service immediately to review and resolve.

Please report any damaged or incorrect items within 7 days of the delivery date. Claims submitted after this 7-day period will not be accepted.

Starock does not handle returns or refunds for any products not purchased directly from us. This includes person, retailer, sales rep, dealer, service facility, or entity.

Signup for our newsletter for any future restock announcements and future releases.

Refunds will be issued to the original form of payment.
Original shipping charges, if applicable, are non-refundable.

Starock provides a Limited Lifetime Warranty to the original purchaser of all Starock products. This warranty guarantees that products will be free from manufacturer defects in materials and workmanship under approved and normal use.

If a defect is discovered and the above conditions are met, the customer must notify Starock in writing within five (5) days of discovering the defect. The customer may be required to return the product to Starock for inspection and evaluation.

Upon review of the product and applicable installation or usage methods, Starock will determine whether a replacement, repair, or refund is appropriate. These remedies are the sole options available under this Limited Lifetime Warranty.

This warranty does not cover labor, transportation, installation costs, or any other expenses related to the purchase, use, or installation of the product. It also excludes damage resulting from mishandling during transportation, customer modifications, misuse, abuse, improper maintenance, unreasonable care, vandalism, acts of God, natural disasters, or any other causes not related to manufacturer defects in materials or workmanship.

No person, retailer, sales representative, dealer, service provider, or other entity is authorized to modify or amend the terms of this Limited Lifetime Warranty in any manner.

Starock Canada shall not be liable for any incidental or consequential damages, including loss of profit, arising from defects in any product.

All custom and made-to-order items are final sale and are not eligible for returns, refunds, or exchanges. Once an order has been placed and entered into production, it cannot be cancelled or modified. Changes to size, color, style, or any other specifications are not permitted. All Starock products are inspected and confirmed to be free from material defects at the time of shipping. As such, no returns or exchanges are accepted on any items, except as outlined under our warranty policy.

Starock is not responsible for parcels that are lost or delayed after they have been handed over to the shipping carrier.

If your package is marked as delivered but you have not received it:

  1. Please check with neighbors, household members, or your local postal office.
  2. Contact the carrier directly with your tracking number to locate your parcel.

Once an order has been processed in our system, the shipping address cannot be changed. Please carefully review all information before completing checkout to ensure timely delivery, as it is the customer’s responsibility to provide accurate details.

If you notice an error after placing your order, please contact our Customer Service team immediately, and we will do our best to assist you.

Please reach out to customer service by emailing sales@starock.ca for any further questions.