ENGINEERING | CUSTOM FABRICATION | MANUFACTURING

FAQ

Product Info

Why is the TriStar product I’m looking for not in the store?

Not all our products are on the store. We are starting with select popular Rulon® and CJ/FCJ products and will add more items over time. For our other products, check out our main website and contact us with questions or to order.

Where can I learn more about the products you sell?

Our full product offerings are listed on our main website.

What if I have a question about a product before I order?

Feel free to reach out via the contact form. here on the store or call us directly at 800-874-7827.

Can I reorder items I have bought previously?

Yes! Use the Reorder Item link (in the Orders section of your account page) to quickly reorder an item you have previously purchased.

Do I need to have an account with you to order ?

No. You are free to place an order as a guest. If you are not yet our customer, we will set you up with a new TriStar account when we process your order (if you desire).

Depending on your status in our system, there may be preferred pricing if you do register.

Ordering

How long does it take to process an order?

Orders placed before 1:00pm PT typically ship within three (3) business days. If you choose 3-day, 2-day, or Next Day methods, we will try to process your order within 24 hours. Additional charges may apply. You will incur additional duties, taxes, and fees when shipping outside of the US, including Canada.

What payment options do you accept?

We accept most major credit cards (Visa, Mastercard, and American Express) and support invoice-based billing if you have an established open credit account with us. If you have selected the invoice option, all orders will be invoiced to the primary billing address listed on your account. If you are a first time TriStar Plastics customer and would like to setup a credit account, please contact us.

What currency is your pricing in?

Our online store pricing is in U.S. Dollars (USD). All transactions will be handled in USD. If your credit card account is in a currency other than USD, you may be subject to a foreign currency transaction fee. We are not responsible for the exchange rate or any additional charges your bank or issuing credit card company may charge you.

I’ve ordered before, but I want to use a different shipping address this time, what do I do?

If you’re logged in to your account and you’re at the checkout page, there will be an Account Summary section in the right column; there you will see an edit button that will allow you to update your shipping address.

Shipping and Returns

How can I track my order?

You can review the status of any order (submitted through this site or not) by visiting your account page and navigating to the "Orders" section of that page. There you will see the tracking number if shipped by UPS or FedEx.

How do I return items?

Please contact our TriStar customer service department via the contact form or by calling 1-800-874-7827 to start the return material process (RMA). All standard product returns are subject to a 20% restocking fee. The actual restocking figure will be determined at the time of the request.

Can I have multiple shipping addresses?

Yes, you can add and maintain shipping addresses in the Addresses section of the account portal.

Account Portal

What can I see in the account portal?

The account portal lets you see all your orders – even the ones you didn’t order via the webstore. You can review your account balance, make payments here as well and change contact info, shipping preferences, payment methods, etc.

How does creating an account work?

Click on the profile icon in the upper right corner of the site to load the account access page. If you have an existing account with TriStar you can click on the contact us link to request access.

If you don’t have an account, you can use the Shop as a Guest option; you enter your contact info and we will create a TriStar account for you when we process your order.

What if I am not a current TriStar customer?

You don’t need to be a customer to order from our online store. Create a guest account (right column on the access page) and we will create a TriStar account for you when we process your order.

What is an authorization code and why do I need it?

An Authorization Code is a unique identifier code that is used during the registration process. This code will tie your online account with our company database, which will ensure you receive the correct online store pricing.

Request your authorization code online to begin the registration process. Once you have received your authorization code from TriStar Plastics customer service, please return to the registration page and paste the code into the applicable field to complete registration.

What if I forgot my password?

Use the Change Password form to reset your password.

How do I change my account info?

Click here to visit your account page and edit your details (logged-in users only).

Can I add additional employees to have access to this portal?

If you'd like to add a buyer to your web account with their own login, click here to grab an invite code they can enter when they register.

What if I am not receiving email notifications?

The emails are probably being redirected to your spam folder. Check there and, if possible, whitelist webstore@tstar.com to ensure delivery of notifications. If that doesn’t work, reach out to us for assistance.

Contract Items

What are contract items?

The contract items page will show you your current blanket order items and pricing. Here you will be able to see inventory levels and release items against your open order. Guest users will not be able to access this page until we upgrade your account.