Add and manage packaging presets
Summary
We made it easy for you to speed up delivery requests on the Partner Portal. Use the Packaging Preset feature to save common packages to your account. You can quickly add any of these presets during the delivery request process. This guide will walk you through the steps to manage packaging presets, including the default packaging for your account.
Add a packaging preset
1. Log in to the Partner Portal. You will be presented with the Dashboard page.
2. From the main menu, click on Packaging Presets. You will be presented with the Packaging Presets page.
3. Click on Add Another Package Type. You will be presented with several fields to complete.
4. In the Packaging Name field, enter a short, descriptive, and unique name for this packaging preset (e.g., Cookie Box - Large).
5. In the Dimensions field, enter the packaging dimensions (L x W x H) in inches.
6. In the Weight field, if this preset weighs more than 20 lbs, select the weighs 20 lbs or more option, otherwise leave the box unchecked. If this box is selected, enter the packaging weight when prompted.
7. In the Temperature Sensitive field, select whether you require use of Starling’s packaging to keep items cold or frozen in transit.
Important: If you are shipping cold or frozen goods in your own temperature managed packaging (example: your box/package contains dry ice to keep the item(s) cold), do not select this.
8. Click the star icon if you would like to set this packaging preset as the default packaging for your account.
Note: The default packaging preset auto-populates as the first package when creating new delivery requests, and as the default package when adding additional packages to a delivery request.
9. Click the disk icon to save the packaging preset or click the X icon to cancel.
Delete a packaging preset
1. Log in to the Partner Portal. You will be presented with the Dashboard page.
2. From the main menu, click on Packaging Presets. You will be presented with the Packaging Presets page.
3. Locate the packaging preset you would like to delete and click on the trash bin icon. You will be prompted to confirm your action, as this change is irreversible.
4. Click on Delete to delete the packaging preset from your account.
Edit a packaging preset
1. Log in to the Partner Portal. You will be presented with the Dashboard page.
2. From the main menu, click on Packaging Presets. You will be presented with the Packaging Presets page.
3. Locate the packaging preset you would like to edit and click on the pencil icon. The packaging information will become editable.
4. Update all necessary fields.
5. Click on the disk icon to save the packaging preset or click the X icon to cancel without saving your changes.
Change the default packaging preset
You can set a default packaging preset for your account to speed up and simplify your delivery requests. When creating new delivery requests, this default packaging is used as the first item in the package details. It is also used as the default packaging for each additional package added to a delivery request.
1. Follow the steps below to change which packaging preset functions as your account’s default packaging:
2. Log in to the Partner Portal. You will be presented with the Dashboard page.
3. From the main menu, click on Packaging Presets. You will be presented with the Packaging Presets page.
4. Locate the packaging preset you would like to make the default packaging.
5. Click the pencil icon. The packaging information will become editable.
6. Click the star icon to set the packaging preset as the default packaging.
7. Click on the disk icon to save the changes or click the X icon to cancel without saving your changes.
Terms of Use for Starling delivery services
Summary
Starling maintains a Terms of Use which all Partners agree to when using Starling’s delivery service.
Where do I view Starling’s Terms of Use?
Starling’s B2B and B2C specialty food delivery service Terms of Use are available to Partners on the Partners Portal.
Set or reset your Partner Portal password
Summary
Need to set or reset your forgotten Partner Portal password? This guide will walk you through the steps, whether you're logging in for the first time or just need a password refresh.
First-time Partner Portal users
If you're a new partner, we'll set up your Partner Portal access and send you an email. This email confirms your account creation and your username will be the email address where you received the notification. You'll need to set your own password using the Reset forgotten password steps below.
Reset forgotten password
The Wait Time fee is $2.50 per five-minute increment.
1. Visit the Partner Portal.
2. Click Forgot Password? You will be prompted with the Reset Password page.
3. Enter the email address associated with your account.
4. Click Submit. Within a few minutes, you will receive an email with password reset instructions. If you do not receive this email, check your junk or spam folder, and confirm you are using the email address assigned to your account.
Note: If your account is suspended, you will not be able to reset your password.
5. Follow the instructions in the email to set a new password.
Wait Time
Summary
When some deliveries take longer than expected due to difficulties at pick-up or drop-off, Partners are charged a variable Wait Time fee. This guide outlines the Wait Time fee and when it’s charged.
What is Wait Time?
Our drivers are allotted 10 minutes for loading activities at pick-up and five minutes for unloading activities at drop-off. You can think about Wait Time as the extra time our drivers spend beyond the allotted time at either pick-up or drop-off. These are some examples:
A driver waits for the partner to prepare their items for pick-up.
A driver is unable to pick-up or drop-off the item due to incorrect instructions/information and must wait for additional details.
A driver must wait for a clear loading dock at the drop-off location.
Disruptions like those above cause unexpected use of time and can result in delays to other partners' deliveries, impacting our overall service quality. As a result, a Wait Time fee applies in these cases.
Note: Wait Time does not include the transit time for our drivers between pick-up and drop-off locations, or the time it takes to find parking for their vehicle.
Wait Time fee
The Wait Time fee is $2.50 per five-minute increment.
If a driver encounters excessive wait time at either a pick-up or drop-off location, Starling reserves the right to cancel the delivery at its discretion.
Reschedule a delivery request
Summary
Sometimes plans change and you’ll need to reschedule a delivery request. You can quickly do this using the Partner Portal. This guide will walk you through the different ways you can reschedule a delivery request.
Reschedule using the Delivery Calendar
1. Log in to the Partner Portal. You will be presented with the Dashboard page.
2. From the Dashboard page, using the Delivery Calendar, navigate to and click on the day of the delivery request you need to reschedule. You will be presented with a list of deliveries for that day.
3. Click on the delivery you would like to reschedule. You will be presented with the Step 1 - Where page.
Note: If you are attempting to reschedule a delivery request after the cancellation deadline, you will be unable to do so.
4. Click Step 2. You will be presented with the Step 2 - When & What page.
5. Navigate to the Delivery Date field and click on the calendar icon. Select a new delivery date.
Note: The Delivery Date calendar will only show available delivery dates for this request. If a specific date is unavailable, please choose a different delivery date or cancel the delivery request.
6. Click Update it to save the delivery request. We will be notified of the change; there is no need to contact us.
Note: If you would like to double check that the delivery has been rescheduled correctly, review the Delivery Calendar on the Dashboard page, or visit the Deliveries page and view future deliveries.
Reschedule using the Deliveries page
1. Log in to the Partner Portal. You will be presented with the Dashboard page.
2. From the main menu, click on Deliveries. You will be presented with the Deliveries page.
3. Click on Future.
4. Locate the delivery request you would like to edit and click on the pencil icon. You will be presented with the Step 1 - Where page.
Note: If you are attempting to reschedule a delivery request after the cancellation deadline, you will be unable to do so.
5. Click Step 2. You will be presented with the Step 2 - When & What page.
6. Navigate to the Delivery Date field and click on the calendar icon. Select a new delivery date.
Note: The Delivery Date calendar will only show available delivery dates for this request. If a specific date is unavailable, please choose a different delivery date or cancel the delivery request.
7. Click Update it to save the delivery request. We will be notified of the change; there is no need to contact us.
Note: If you would like to double check that the delivery has been rescheduled correctly, review the Delivery Calendar on the Dashboard page, or visit the Deliveries page and view future deliveries.
Check pricing and available services
Summary
Whether you’re quoting customer delivery fees or planning your logistics, sometimes you just need to know where, when, and how much. This guide outlines how to use our Service Lookup tool to quickly check service availability.
Access the Service Lookup Tool
1. Log in to the Partner Portal. You will be presented with the Dashboard page.
2. From the Dashboard page, locate the Service Lookup tool.
3. In the Pickup Postal Code field, enter the postal code for your desired pick-up location.
4. In the Dropoff Postal Code field, enter the destination postal code.
5. Click Get Service Offering. You will be presented with a summary of available services and base pricing, including delivery frequency to the destination.
6. To check another postal code, complete steps 3 to 5.
Note: The Service Lookup tool is for estimation purposes only and to quickly check service availability. To receive a tailored quote based on the space required for your packages and any other additional services needed, please complete a delivery request on the Partner Portal. You will receive a quote at the end of the process.
Cancel a delivery request
Summary
Things happen. Good news: should the need arise, you can quickly cancel delivery requests at your convenience via the Partner Portal. This guide outlines cancellation restrictions and the cancellation process.
Cancellation deadline
You can cancel a delivery request up until the cancellation deadline of 12:00 PM ET the day before the delivery is scheduled to take place at no cost.
Additional fees apply for cancellations made after this deadline.
Cancellation process
1. Log in to the Partner Portal. You will be presented with the Dashboard page.
2. From the Dashboard page, using the Delivery Calendar, navigate to and click on the day of the delivery request you would like to cancel. You will be presented with a list of scheduled deliveries for that day.
3. Click on the delivery you would like to cancel. You will be presented with the delivery request details.
4. Click Cancel. You will be prompted to confirm the delivery cancellation.
5. Click Cancel to confirm cancellation.
Note: You can also cancel deliveries by navigating to the Deliveries page in the Partner Portal, and clicking on the trash can icon for the delivery request you’d like to cancel.
What is the Partner Portal?
Summary
Starling offers B2B and B2C delivery services to specialty food makers, curators, and consumers across Southern Ontario. This guide outlines our Partner Portal, the platform our customer partners use to access these delivery services.
What can I do on the Partner Portal?
Starling’s Partner Portal is a web app designed to make using our specialty food delivery services as simple as possible. It’s where you go to request and manage all your deliveries, view and manage your billing information, and more. Below is a list of support articles that outline the key features available via the Partner Portal:
Request a delivery
Bulk upload delivery requests
Edit a delivery request
Track deliveries
View proof of delivery
View past deliveries
Add & manage saved addresses
Add & manage packaging presets
Add or update your default payment method
How do I access the Partner Portal?
To gain access to our delivery services and the Partner Portal, please contact us to set up your account. Once you have an account, you can access the Partner Portal by visiting trystarling.com and clicking the Log in button at the top of the page.
Note: For the best experience, please access the Partner Portal via a desktop browser.
Feedback and feature requests
If there’s feedback you’d like to share about your experience using the Partner Portal, or if you have suggestions for features we should roll-out, please send us a detailed message at: support@trystarling.com.
Priority Delivery fee
Summary
Our Priority Delivery service gives partners the flexibility to deliver a range of specialty food products with the care only Starling can provide. Review this guide for full details on Priority Delivery.
Priority Delivery requirements
Starling charges a Priority Delivery service fee when a delivery requires special attention via any of the following services, each outlined in detail in this support article:
Guaranteed Timing
Extra Care or Handling
Heavy Deliveries
Special Access
If your delivery requires any of the above services, you must select Priority Delivery at the time of making a delivery request. If Priority Delivery is required but not selected when a delivery request is submitted, Starling reserves the right to apply the Priority Delivery fee or cancel the delivery.
Important: Fragile items sent without Priority Delivery are not eligible for refunds.
Guaranteed Timing
Starling guarantees same-day delivery within a standard six or eight-hour window, where offered. If you need your items delivered within a shorter timeframe, you can request Priority Delivery for a guaranteed one or four-hour window, where offered.
Extra Care or Handling
While Starling’s trained drivers pride themselves on offering a quality delivery experience for every item they deliver, some items require special considerations. The extra care or handling provided by Priority Delivery is required when requesting delivery service for:
Cakes and fragile items.
Any items that cannot be stacked during transit.
Any items that require a specific vehicle.
Any items that are awkward or very difficult to handle.
Any deliveries that require more than 15 minutes of combined time between loading at pick-up and unloading at drop-off.
Heavy Deliveries
Deliveries deemed especially heavy, either by piece or in total, require Priority Delivery service. Starling uses its discretion to determine if this applies based on item weight, size, and other factors.
Special Access
You can use Starling to deliver to locations of all kinds. Certain locations require additional effort or unavoidable costs beyond standard delivery conditions and so Priority Delivery is required. Examples include:
Hospitals or high-rise buildings with mandatory paid parking.
Locations requiring significant navigation (e.g., multi tenant commercial spaces,
security checkpoints, entry through a loading dock).
View invoices and receipts
Summary
You can quickly view and pay Starling’s delivery service invoices from your Partner Portal account. This guide will walk you through the steps.
View and pay invoices
1. Log in to the Partner Portal. You will be presented with the Dashboard page.
Note: If you are logging in for the first time and have not set your password, follow the instructions in Set or reset your Partner Portal password.
2. Click on the profile icon at the top-right of the screen.
3. Click on Billing. You will be presented with the Billing page.
4. In the All Invoices section, you will see a list of recently paid invoices, along with due soon, and past due invoices listed by total amount due, due date, and status for each invoice.
5. Click on Invoice Details. You will be presented with an invoice summary.
6. Click on View invoice & payment details to see an itemized view of your invoice.
Tip: Click Download invoice to save a PDF of the invoice to your device.
7. In the Choose how you’d like to pay box, select your preferred payment method (Card or Pre-authorized Debit) and complete the fields.
Note: Starling processes payment via Stripe and does not store your credit card information.
8. Click Pay.
View payment receipts
To view receipts of recent payments made on the Partner Portal via Stripe, follow the steps below:
1. Log in to the Partner Portal. You will be presented with the Dashboard page.
2. Click on the profile icon at the top-right of the screen.
3. Click on Billing. You will be presented with the Billing page.
4. In the All Invoices section, locate the paid invoice.
5. Click on Invoice Details. You will be presented with an invoice summary.
6. Click on Download receipt to download a PDF of your receipt.
If alternate payment arrangements were made and you have not received a receipt, contact billing@trystarling.com.
Invoice statuses
The following invoices statuses appear on the Partner Portal Billing page:
Due Soon: The invoice was issued to you.
Past Due: Payment was not received before the invoice due date. Please arrange payment as soon as possible to avoid service interruption.
Closed: The invoice was paid. A receipt is available.
Service maps for Toronto pick-ups
Summary
Starling’s delivery services are especially popular with Toronto-based specialty food businesses. So, we’ve put together a few service maps below to highlight where we deliver to, how often we go there, and what you can expect around base pricing when your pick-up location is in Toronto.
Total service area
Use this map to view all the areas we can deliver to when the pick-up location is a Toronto-based address.
Service days (for Toronto pick-ups)
Use this map to view how frequently we deliver to destinations across Southern Ontario, when your pick-up location is a Toronto-based address.
Base delivery price (for Toronto pick-ups)
Use this map to view base delivery prices for destinations across Southern Ontario, when your pick-up location is a Toronto-based address.
Note: These are based on standard delivery requirements and do not include any additional services. For the most accurate pricing, please book a no-commitment consultation with us to share your requirements.
Account suspension
Summary
If your Partner Portal account is suspended, please review this guide to understand why and for details on how to reactivate your account.
Reasons for account suspension
The most common reasons for Partner Portal account suspension are due to non-compliance of Starling’s Terms of Use or account inactivity. When your Partner Portal account is suspended, you will not have access to any of Starling’s services until the issue is resolved.
These are a few reasons why you may find your Partner Portal account suspended:
You have past due invoice(s). An invoice is considered past due if payment is not received before the due date indicated on your invoice.
Your account information requires updates.
Your account has been inactive for 90 days.
Your account has been inactive for a period of time after a significant update to our services and acceptance of Terms of Use is required.
Account reactivation - Past due invoices
Check your email account’s inbox and spam folder for billing messages and invoices from Starling. If you pay outstanding invoices using the link contained in an invoice, your Partner Portal account will be reactivated immediately after payment is processed.
If you pay an invoice by any other means, there may be a delay of up to 48 business hours to reactivate your account.
Note: If you made a payment and still can’t access your account, or if you have a billing related issue, report a billing issue.
Account reactivation - All other reasons
Please email hello@trystarling.com requesting account reactivation. We’ll provide you with additional details and request any required information.
Add or update your default payment method
It all begins with an idea.
Summary
To use Starling’s delivery services, you must have a default payment method assigned to your account. We use your default payment method for all delivery service charges and fees incurred by your account. This guide will walk you through the steps to add or update your default payment method on the Partner Portal.
Add a default payment method
1. Log in to the Partner Portal. You will be presented with the Dashboard page.
Note: If you are logging in for the first time and have not set your password, follow the instructions in Set or reset your Partner Portal password.
2. Click on the profile icon at the top-right of the screen.
3. Click on Billing. You will be presented with the Billing page.
4. In the Payment Details section, enter your credit card information.
5. Click Save Card to add the credit card to your account as your default payment method.
Update your default payment method
1. Log in to the Partner Portal. You will be presented with the Dashboard page.
2. Click on the profile icon at the top-right of the screen.
3. Click on Billing. You will be presented with the Billing page.
4. In the Payment Details section, you will see the last four digits and expiry date of the credit card currently saved as your default payment method.
5. In the Update Credit Card section, enter a new credit card number.
6. Click Save Card to apply the changes to your default payment method.