1- GENERAL QUESTIONS
If I register to buy online from the Interstar website, will I receive junk e-mail?
Our e-mails are sent to those who wish to be notified quickly of any rebates and special offers. Each e-mail includes a link to cancel your subscription. When you become an online member of the Interstar website, you can choose to receive these notices.
Is my credit card information secure?
Yes, you can use your credit card without any worries since we are using encrypting methods to receive information from our customers when they purchase on our website. The information becomes encoded and unreadable at the time of transfer.
Is the information I fill out secure?
Yes, all the information is secure. We use the same technology to protect your personal information that we use to receive your credit card information.
Can I modify my password? Does my password have an expiration date?
You can always modify it at any time. After you open your session, select “My Account”, “Change password”, fill out the appropriate information and “Submit”. There is no expiration date to your password.
Are the prices the same as the ones on our price lists?
Yes. We verify that the online prices are the same as the ones in our price lists. We place particular attention on the accuracy of our pricing. However, market conditions and pressure from the competition may cause us to modify certain prices. The online prices and products may differ from our official price lists.
What can I do if I notice a lower price for an item that is sold online?
Please contact our Customer Service Department on our toll-free line 1-800-567-1857 or send an e-mail to info@interstar.ca
Can I create a link between your website and a website that I am responsible for?
We encourage those responsible for other websites to create links with our homepage. We ask you to advise us once the link has been created and to give us the address (URL) of the web page so we can review it. We reserve the right to refuse any link that we judge to be inappropriate or that may offend our customers in any way.
2- QUESTIONS CONCERNING PAYMENT
At what time is my payment applied to my credit card?
Your credit card will be billed as soon as your purchase is confirmed on the Interstar website.
Can I get a receipt for my purchase?
Certainly. At the end of your purchase, a screen will appear with your information. Please print this page from your browser as a transaction sheet for your records. This transaction page will have all applied taxes. You will also be receiving an order confirmation and a shipping advisory by e-mail. You can keep them for your files, however, you cannot use them as receipts.
What types of payments can be used?
For U.S. purchases, we accept MasterCard, Visa and American Express. For Canada purchases, we accept only MasterCard and Visa.
Can I complete my purchase with more than one credit card?
No. You must complete your purchase with only ONE credit card.
If the items I purchased are to be shipped to another province, which sales tax will I have to pay?
When you place an order to be delivered to another province, only the GST will be applied.
3- QUESTIONS CONCERNING DELIVERY
Are there restrictions for shipments made to far away areas?
No, there are no restrictions.
When will my order be delivered?
This will depend on the transport company you have selected. It also depends on the region where you live. The transport company you have selected will inform you of the delay in delivery on their website.
Where is my order now?
At Interstar, your package will be given to either UPS or Federal Express for delivery. From their website, you will be able to track your shipment and verify the status of your order.
Can I purchase an item online and have it delivered to an address other than my own?
If you order an item online, you can only have it delivered to the billing address for your first purchase. For all subsequent, purchases will be allowed to ship to as different address.
4- QUESTIONS CONCERNING OUR PURCHASE POLICY, RETURNS AND WARRANTY.
How can I return an item purchased on the Interstar website?
For any reason, if you are not satisfied with the product you have received, return the item within 30 days and we will credit your account.
Please return unused products in their original packaging and in good condition.
Procedures related to the return of products: Please call our Customer Service department at 1-800-567-1857 to obtain a return authorisation number. Return the product to: Interstar, 4255 Portland Boulevard, Sherbrooke, Quebec, Canada, J1L 3A5.
When I return a product to Interstar Materials, Inc., are the shipping fees reimbursed?
We reimburse the shipping fees only when there has been an error on our part. If this is not the case, we will not reimburse shipping fees.
Are the items bought online covered by a warranty?
Yes. We guaranty everything we sell. For information on the warranty offered by Interstar for online items, consult the Warranty Information.
5- QUESTIONS CONCERNING CONFIDENTIALITY AND SECURITY
At what point is my personal information collected?
When you open an online Interstar account, we request certain personal information such as: credit card number, e-mail address, shipping and billing addresses and phone number. This information will help us to process your order correctly. For more details, please refer to our Confidentiality and Security policy.
Who will have access to my personal information?
At Interstar, we only transmit to our suppliers the information they will need to better serve you. According to our confidentiality agreements, these individuals do not have the right to divulge any information to another party.
Does the Interstar website use cookies?
The www.shopinterstar.com website uses cookies only to determine your preferred language (english or french).
To what extent is the website protected?
We want to reassure you that when you use our online purchasing, all of your credit card information is protected. We use the SSL protocol to transfer the information by Internet, which means that the information cannot be decoded by anyone, since it has been encrypted using a 128 bit key.
Interstar, as well as many companies who sell on the web, have received a numeric certificate from Verisign that your system inspects before authorising any transmission of data. To find more about this, visit the Verisign website, www.verisign.com.