Faqs

See below for the most commonly received questions by our customers.

How often do you bring in new products?

We release our Fall and Winter Collections in early February at the Tradeshow or on our online store. Be sure to sign up for our newsletter for up-to-date news on our newest products and ongoing promotions!

When should I submit my order in order to receive my items in time for the holidays?

To pre-order your products, please order in early February to reserve your products for the winter season. Products ordered after April 30th will be subject to product availability and your products are not guaranteed.

How long should I expect shipping to take?

We do our best to make sure you receive your order on time! The period between August 15th – Oct 15th is our high season which requires a longer lead time which is usually around 2-3 weeks. Once your order has been confirmed, our team will notify you of the estimated ship times and the date it is expected to be delivered.

Where do you ship your products?

Starlight Trading currently ships our products across Canada and the continental USA. Our warehouse is conveniently located in Richmond, B.C., but we can accommodate shipments to the USA with our US domestic shipping programs.

Is there a required minimum order amount or volume?

For first-time customers, we require a minimum order amount of $300. There is no minimum on future orders.

Do you offer a warranty or guarantee on your products?

Starlight does not currently offer a warranty or guarantee on our wholesale decor products. However, we do offer discounts, exchanges, or refunds on eligible items that arrive damaged and claimed within 30 days of delivery.

What is your return policy?

Wholesale orders are non-refundable and may not be returned, with the exception of damaged items. Please note that all special orders are not eligible for returns, exchanges, or refunds.

What is your policy for exchanging or returning damaged items?

Starlight Trading provides a discount on eligible products with minor defects for claims made within 30 days of receiving your order. For full details on our Return Policy, please visit our Claims Policy page and our Disclaimer page. For information on how to submit a claim to exchange or request a refund for any damaged item, please visit our Make a Claim page.

How do I submit a claim?

Please email any claim requests to claims@starlightgifts.ca. Please include your company name, invoice number, product SKU, and a description of the issue. Pictures are optional but preferred! You can also submit a claim through our online claim form, located here: Make a Claim

Do you have a showroom or warehouse where I can see your products in person?

Starlight Trading is an eCommerce wholesaler. For ease of shopping and purchasing, all of our decor products are available for viewing on our online catalog and store. We don’t have a physical warehouse for customers to view.

Does Starlight Trading offer a trade-in or buy-back program?

At this time, we don’t offer a trade-in/buy-back program for our decor products.

Do you offer discounts for bulk orders?

We do offer a number of special discounts and promotional offers for large orders, including free shipping and bulk pricing. Please contact David Lin to discuss these discounted rates.

Do you offer in-house decorator services?

While Starlight offers merchandising services for retailers, we currently do not offer in-house decorator services.

Why can't I log in?

Please ensure that you have entered the correct password. Passwords are case-sensitive. If you have just registered, please give us 24 hours to approve your account.
If you do not have an account, please register with us by providing your company and contact information including your GST number to gain quick approval.

Where can I find my tracking information?

Please email sales@starlightgifts.ca to request your tracking information.

Help! I'm having trouble checking out with my order.

Review the following for possible reasons why your order can’t be successfully submitted:

Please make sure that you’ve checked the Terms and Conditions box before submitting your order.
Ensure that all items in your cart have quantities above zero.
Ensure that the product is still in stock. Some products will become sold out and you will not be able to check out until it is deleted from your cart.
Double-check that you have selected the accurate Ship-To address.
Fix any warnings/errors that might be showing at the top of your order page if the check-out is not approved.

Still have questions that you couldn’t find the answers to above?

We would be happy to help. Reach out to our team today to learn more.