Here to help
At iStar Distro we care about our customers and want to assist them in finding answers to questions and to resolve common concerns promptly. Here are some of the most frequently asked questions and issues we receive.
Customer Service
For further assistance, please contact us at 1-888-423-0331 or email us at info@istardistro.com
Monday to Friday, 10AM to 6PM EST
How can I track my order?
How to track a package:
When your order has shipped you will receive a shipment notification email sent to your Customer ID email address.
In the email, there is a tracking number that is linked to the courier tracking website so you can track your package. Just simply click on the link and you will be given tracking information.
You may also track your order in the order tracking page here.
For 3rd party couriers, tracking information will not be active until the package reaches the regional courier.
How long will it take to receive my order?
Shipping times vary depending on where the products are being shipped to. Shipping can take anywhere from 2-8 business days, based on the carrier and shipping method you chose when placing the order. We offer UPS and USPS Shipping options. If you would like expedited shipping such as overnight, please let us know. We would be happy to discuss what options are available.
Where do you ship to?
We ship within the Domestic United States, we do not ship internationally.
Some states have specific laws regarding the sale and shipment of our products. If you do not see your state in the drop down menu when placing your order, that means we have currently stopped shipping to your state pending review of your state’s regulations.
Why do you require an adult signature?
In compliance with the new PACT Act Regulations all online retailers are required to ship every order with Adult Signature. (21 years of age or older)
An adult (21+) is required to provide a valid government-issued ID to the delivery employee and sign for the package. This additional step will add a $7 fee onto every order.
We are mandated by law to send all packages with Adult Signature Required. Please do not ask us to waive the adult signature as we are lawfully unable to do so.
We highly suggest shipping your order to your place of work.
Considering that this $7 fee applies whether you buy two bottles or twenty, we highly recommend purchasing in bulk, making your savings twofold. Our low prices are designed to help you save money, and placing a larger purchase means fewer orders over time, helping you save even more.
When will my order ship?
All products listed on our website are in stock at our warehouse unless otherwise stated. Most in stock orders ship within 24-48 business hours, Monday-Friday (excluding Federal Holidays). All orders are shipped from the iStar Distro headquarters located in North Miami, Florida (USA).
Tracking information is provided via email for every order. Please note depending on the shipping carrier, tracking information may not be available or may show as ‘invalid tracking number’ or ‘pending’ for up to 24 hours.
When will i receive my order?
While most orders are delivered on or before the estimated delivery date that is provided on the tracking number, the delivery date shown on the carrier tracking are only an estimate and are not guaranteed by the shipping carrier.
Most orders shipping to the USA arrive within 1-5 business days of the order shipping; excluding Federal Holidays. The transit time vastly depends on the shipping method you choose and your location. If you are in need of your order as soon as possible, we suggest choosing the fastest shipping method available during checkout.
Shipment returned back to us due to damage In transit
If the shipment gets damaged in transit we will inspect and fix the damages on arrival to us. We will reship your packages via expedited shipping services and new tracking will be provided.
If you have any questions contact our customer service department or your sales rep directly.
Shipment returned back to us due to incorrect address
If the shipment gets returned to us due to incorrect address we will contact the customer via phone/email on file to get the updated address information. We will reship your packages as soon as we have the information.
Note: Customer will be responsible to pay the original shipping charges on the order again.
If you have any questions contact our customer service department or your sales rep directly.
Shipment returned back to us after failed delivery attempts
If the shipment gets returned to us due to failed delivery attempts we will contact the customer via phone/email on file to get the updated information. We will reship your packages as soon as we have the information.
Note: Customer will be responsible to pay the original shipping charges on the order again.
If you have any questions contact our customer service department or your sales rep directly.
Requirements for placing an order
To place an order with us, you must have a VALID business license and/or retailers permit. iStar Distro is Wholesale and Distributor ONLY. We do not sell to general public.
How to order for your store
You can place an order online by registering for an account. Once we have your business license, and your account is verified and approved we can start processing your order.
Once you have opened an account and logged in, you will be able to purchase and submit your order. You may also place an order over the phone by calling and speak to one of our sales representatives.
How orders are processed
Orders are completed in the order they are received. Once your order is placed with us, we start pulling the items from our inventory. Each item is checked to make sure there are no cracks or defects. When all items have been pulled, your order is verified by our shipping department for accuracy. Then the items are wrapped with multiple layers of bubble wrap to ensure that nothing will be damaged during transportation of product. We cannot guarantee that nothing will break on its way to your business, but we do our very best when it comes to packaging and shipping orders.
Placing an order online
How to place an order online:
1 – Login to access your account
- Log using your email address:
- Example: Email Address: youremail@youremail.com
- Password: xxxxxxxxx
- Click on link if you forgot your password and we will help to reactivate.
Once you have entered email and password you can sign in and begin ordering.
2 – A couple of options on how to order:
A – Go to the Quick Order page and here you will have access to our entire inventory. Click on the right to select each item needed and enter the quantity, then click “Add Selected to Cart”. Switch between Categories or search for a specific product in the search bar. Once done, click Cart or Checkout to proceed.
B – If you are looking for a specific item you may use the search function location top center of page.
You may use the tabs located at top center of page.
You may click on any CATEGORIES, located on the left side of your page.
3. Build your order
Add your desired items to your cart and wait for the notification box to appear that the items have been added.
(You will need to wait until you see this box to add more items.) Once you have completed your shopping, you can click on view your cart;
With in this tab you will be able to do the following:
– Checkout
– Complete order
– Amend your order
– Make any changes to quantities, add or delete product
4. Save your cart:
You can now use Save Your Cart to save and suspend your order and rebuild your cart to any device (send your cart products to your email, then use the link in the email to re-build cart at a later date or different device)
NOTE: Stock levels can change – saving your cart does not guarantee product availability when you rebuild your cart.
5. Complete order
When you are ready to checkout, click on checkout and in this tab you will find the following:
– Billing Details
– Confirm billing address
– Shipping Details
– Confirm shipping details
– Shipping Method
– We offer USPS Priority Mail And UPS Ground, UPS 2-Days or UPS 3-Days, depending on your location and order size.
– Payment options
– Add any comments or special instructions
– Terms and Conditions agreement
Click Place Order and you’re done!
Placing an order over the phone
Yes, you may place an order by calling our sales department at 1-888-423-0331;
Sales Department hours of operation are Monday-Friday 10AM-6PM EST.
Please make sure you have your account information ready & your account is approved to buy from iStar Distro.
Once your order is placed, you will get an order confirmation to the account email on file. You will have to reply “Confirmed” to that emailed order confirmation. After the order has been confirmed, we will give you a call to collect payment or you can call our billing department to pay for your order via phone at 1-888-423-0331 Hours of Operation for our Billing department are Mon-Friday 10AM-6PM EST.
Note: You will need to have information such as SKU Numbers or Product Names/Titles ready for us to be able to input your order faster & accurately. If you do not have the information available, we would recommend browsing our website and making a list prior to giving us a call.
If the order is not confirmed or unpaid after 5 Business Days, we will cancel your order.
Payment options
iStar Distro gives you several different options to pay for your order.
Credit Cards:
All Major credit cards From U.S are accepted
(Visa, MasterCard, Discover, American Express – Please note that we add a 4.5 percent transaction fee) to all credit card payment orders.
You can choose to save your credit card for future transactions.
Other Payment Options Include:
By Bank Wire Transfer
– Bank Wire / ACH (Email Wire Receipt to info@istardistro.com with your Order # In Subject)
When you place an order & choose bank deposit or bank Wire/ACH, you will get an order # along with Bank Details at the end of checkout process online and in your emailed order confirmation.
However, if you still want to request Bank/ACH/Wire information please email at info@istardistro.com with the subject “Request for Bank Information”.
Pay by Zelle:
Zelle to info@istardistro.com
We Do Not Accept the following payment methods:
– International Credit Cards
– Paypal
– Personal Checks
– Cash on Delivery (C.O.D)
– Cryptocurrencies
If you wish to pay over the phone or have any issues paying online you can call our billing department to pay for your order via phone at 1-888-423-0331 or email at info@istardistro.com.
Hours of Operation for our Billing department are Mon-Friday 10AM-6PM EST.
Any Credit Card charge transaction over the phone above $3500, requires a credit card authorization.
Authentic and original products
Yes. We only deal in authentic and original products directly from the verified manufacturer and distributor. Whether its Cake THCA, Dummy vapes and Death Row or any other brand. We only sell authentic, verified and legit products.
Order confirmation/Invoice
After you place an order you will receive an order confirmation in your email. That email will also have your invoice attached, please keep it for your records.
If you wish to see your previous orders and invoices you can do so by going to “My Account” and checking your order history. From here you can view and download each order placed in your account along with the invoice for each order.
Secure ordering
We are committed to ensuring that your information is secure. To prevent unauthorized access or disclosure, we have put in place suitable physical, electronic, and managerial procedures to safeguard and secure the information we collect online which includes a current SSL Security Certificate attached to all our website pages.
Your personal information is only accessible to a limited number of qualified employees who are given a password to gain access to the customer database. Under no circumstances will we give away or sell your personal information to anyone else for any reason. Any information we gain through our use of community polls, surveys, cookies, session tracking, or anything else, is used internally and for the sole purpose of making your shopping experience as easy and convenient as possible.
While we take reasonable measures to maintain a secure site; electronic communications and databases are subject to errors, tampering, and break-ins, and we cannot guarantee or warrant that such events will not take place. We will not be liable for any such occurrences. You will find this information in our Privacy Policy Statement.
Cancel or make changes to an order
If your order has been placed by mistake, or you no longer wish to have your order fulfilled; please contact our Customer Service Department or your Sales Rep. as soon as possible. If your order has already been shipped, we are unable to cancel or make changes to it, and you will have to file a return request once your shipment is delivered.
If your order has not been paid for or if you have any questions about your order please contact our Customer Service Team.
Registration / Open New Account
Creating an account with iStar Distro:
1. Click the “Request Wholesale Account ” link on the top menu.
2. Next, you should be redirected to the webpage that has a form for you to fill out. Enter all you information on this form. Please enter all requested information and upload the business documents.
3. Once submitted, your account will be pending approval. You will receive a phone call and/or an email from a member of our sales team to verify your account. Once your account has been verified, it will be approved. You will then receive an email confirming the approval.
Change company/personal information
In order to change any information on your account. You will have to go into “My Account” and click “Account details”
After updating your information click “Update Details” to save your changes.
Manage address book
You can manage your addresses through your account settings once logged in. Once logged in, simply go to “My Account” and click on Addresses.
You will also be able to change the shipping address during the checkout process next time you order.
Password Troubleshooting / Sign-In Issues
1. If you need to reset or change your password , simply click the the “Forgot your password?” link in the login page which will take you to the next step where you submit your accounts email.
2. Once you enter your account’s email into the text box hit the “Reset Password” button.
3. The confirmation window here will let you know to expect an email in the next few minutes .
4. Once you receive the email it will direct you a this page where you are to enter your new password & once more to confirm it. After this step you are free to login into your account normally with your new password.
Remove a saved credit card
To make an easier shopping experience, our website will save credit cards for you. If you want to change or remove any stored credit cards from your account please follow these instructions.
Login to your account and go to “My Account”, from here click on Payment Methods and make any necessary changes to the saved credit or remove any credit card as needed.
Next time you place an order, leave the “Save Card” option unchecked at checkout.