Recurring Timed Deliveries
Summary
The Recurring Timed Deliveries service is available to Maker and Retailer Partners who can commit to a consistent volume of repeated deliveries. This article outlines how the service works and what types of deliveries are eligible.
What is the Recurring TImed Deliveries service?
For eligible recurring deliveries, the Recurring Timed Deliveries service offers maximum flexibility with earlier and narrower delivery windows than our standard services. Your weekly recurring deliveries are paired with our most experienced Driver Partners and are priced at a preferred rate, reflecting the efficiency your consistent delivery volume brings to Starling’s routing operations.
These deliveries are carefully integrated into fixed routes based on their static requirements.
Eligible deliveries
To qualify for the Recurring Timed Deliveries service, a delivery must:
repeat once or more per week, every week, for at least four consecutive weeks;
have the same pickup and drop-off addresses;
have the same pickup and drop-off windows;
have the same quantity of items and packaging types, and
occur on the same day of the week (e.g., every Monday, Tuesday, etc.).
Examples of eligible deliveries
Example 1: Joe Plum’s Pie Company ships 12 pies from its bakery on Monday mornings to Cafe Nervosa for same-day delivery, every week from November to January. The delivery is eligible for the service because all the requirements are the same, every week, and it meets the minimum commitment of four consecutive weeks of deliveries.
Example 2: Cookie Shack ships 10 cases of cookies on Monday and Friday mornings from its bakery to Gillian’s Grocer for delivery later that morning, year-round. The delivery is eligible for the service because all the requirements are the same, including the two delivery days each week, and it meets the minimum commitment of four consecutive weeks of deliveries.
Examples of ineligible deliveries
Example 1: Joe Plum’s Pie Company ships 6 pies on Monday mornings to Cafe Nervosa for two weeks in May. This delivery does not qualify because it does not meet the four-week minimum commitment.
Example 2: Cookie Shack ships 2 cases of cookies on Monday mornings to Gillian’s Grocer every week and occasionally on Thursdays or Fridays. The Monday deliveries are eligible, but the occasional Thursday and Friday deliveries are not, because they are inconsistent, and so must be booked individually.
How to request the Recurring Timed Deliveries service?
Before you are able to book this service through the Partner Portal, you must first receive approval for your recurring delivery.
Please contact support@trystarling.com with your request to use the Recurring Timed Deliveries service and include the following information:
Pickup and drop-off addresses
Preferred pickup window and drop-off window
Quantity of items and Packaging Type (i.e., dimensions).
Day of the week for delivery
We’ll do our best to accommodate your preferences, but exact timing may not always be possible due to routing and factors beyond our control.
Important: To start a new recurring delivery for the following week, you must email us by Thursday at 11:59 PM.
Statutory holidays
If you have booked Recurring Timed Deliveries for four consecutive weeks, and one of the delivery days falls on a statutory holiday (i.e., service is not available), you must extended the series of Recurring Timed Deliveries by an additional week to meet the minimum commitment for this service. If you do not extend the series by a week, you will be charged for the missed day’s deliveries based on the rate your series was booked at.
Order size changes
You can adjust your order size closer to the delivery date without penalty.
Labeling requirements
Summary
In order to provide efficient and accurate delivery services, Starling requires correct labeling for all shipped packages. This document outlines what information is required on shipping labels.
Required details for shipping labels
You must place a shipping label on all items shipped via Starling’s delivery service. While printed shipping labels are preferred, you may legibly write the shipping information on each item. Shipping labels must include the following details:
Recipient Business Name OR Contact Name (i.e., if not a business) indicated on the delivery request
Recipient Delivery Address
Piece # of [Total Number of Pieces]
Tip: As Starling’s Driver Partners are required to take photos of every package they transport, we strongly recommend placing the shipping label at the same location on each package. This speeds up the process for pickup and drop-off.
B2B Example
Fast Cafe
123 Westend St.
Toronto, ON M6T 4M5
Piece 1 of 5
B2C Example
David Cooperfeld
483 Hatter Rd.
Burlington, ON L6M 2R4
Piece 1 of 1
Important: Starling reserves the right to decline pickup of packages not labeled as outlined above.
Items we can and cannot deliver
Summary
Starling offers a same-day delivery service for perishable and fragile specialty food items. If you’re considering delivering with Starling, review this support article to check if your product meets the delivery criteria.
Item eligibility for same-day delivery
Products meeting all the following criteria are eligible for Starling’s same-day delivery service:
The item is a food or beverage product. We specialize in moving perishable and fragile specialty food items.
The item can maintain its integrity for up to 8 hours in transit (Standard Delivery), or up to 4 hours (Priority Delivery).
The item is adequately packaged for courier transport.
Each shipped package weighs less than 50 lbs.
All shipped packages have dimensions that fit within a standard, non-commercial vehicle (i.e., they are not too tall or too long to safely fit inside a sedan, hatchback, or SUV).
The total shipment quantity is less than one pallet.
Examples of items Starling can deliver
Our Partners use Starling’s delivery service to transport a range of specialty food products to their business or consumer customers. Below are just some of the items we regularly move from A to B:
Bread
Cakes
Candy
Canned food
Chocolate
Confectionaries
Cookies
Cupcakes
Frozen prepared meals
Frozen soup
Frozen pizzas
Gelato
Ice cream
Muffins
Pasta
Pastries
Jams
Preserves
Sauces
Seafood
Examples of items Starling cannot deliver
Starling is unable to deliver the following:
Equipment
Furniture
Items requiring assembly or disassembly by Starling at pickup or drop-off
Items that cannot be moved by a single person
Items using plastic wrap to seal the package
Animals
Live fish, insets, or crustaceans
Illegal items or substances
Report a billing issue
Summary
If you encounter a billing issue, our team is ready to help clear things up. This support article outlines how to get support for billing-related issues.
Step 1: Review the details
Before reporting a billing issue, please carefully review your invoice and the details of the completed delivery in the Partner Portal. As a reminder, when booking a delivery, the price listed is an estimated price based on the delivery details you provide, including the pickup and drop-off locations, and the number, size and weight of the items shipped.
The following are common reasons why your invoice may be higher than expected:
Incorrect details: If the details provided at the time of booking the delivery were incorrect (e.g., quantity of items, size of items, weight of items, locations, etc.), additional fees may have been applied after an audit of the delivery.
Additional services required: If during the delivery, additional services were required to complete the delivery (e.g., Priority Delivery), additional fees apply.
Wait Time incurred: If during the delivery, Starling’s driver partner encountered Wait Time, additional fees apply.
Late cancellation: Delivery was cancelled after the cancellation deadline. To maintain a reliable and efficient delivery service, Starling maintains a cancellation deadline. If a delivery request is cancelled after this time, a cancellation fee applies.
Expected split invoice: We are unable to split invoices by location.
If the invoiced delivery price is lower than estimated at the time of booking, it may be that a price adjustment was made after auditing the items that were picked up for your delivery.
Step 2: Submit the issue
If you have reviewed your invoice and still believe an error was made, please email us at billing@trystarling.com with the subject line: Billing Issue [Invoice Number]. Please be as detailed as possible with your inquiry and include screenshots, if applicable.
Your billing issue will be investigated upon receipt of your message. We may contact you for additional information. Expect a response within 48 business hours. Complex issues or invoices older than 30 days may result in a delayed response while we investigate.
Choosing courier-friendly packaging
Summary
Ensuring your shipped items are packaged appropriately is essential before using any delivery service, including Starling. This support article outlines how to choose the right packaging for courier delivery.
Packaging best practices
We want to ensure you and your customers have a stellar delivery experience. To help us achieve that, we need you to ensure packages shipped via Starling’s delivery service meet all of the following criteria:
Packaging must maintain food safety standards. For example, food items should not be shipped ‘naked’ or otherwise exposed; temperature-sensitive items should use appropriate packaging (request Cold Delivery service, when required).
Packaging must be sealed to prevent spills or leakage. For example, plastic wrap is insufficient to seal packaging; boxes must be sealed with packing tape, etc.
Small retail-ready items must be packed in a master case. This makes for efficient pickups and drop-offs, and prevents the loss of items.
Packaging must not be too big for the item(s) contained within. Shipping items within inadequately sized packaging will result in damage during transit due to shifting within the packaging. It will also result in higher shipping costs due to increased use of space.
Packaging must be robust for courier transport (i.e., stable/sturdy). Items packed in delicate packaging are at a higher risk for damage during transit and may be declined at pickup or require Special Handling services.
Starling reserves the right to decline pickup of any item not appropriately packaged for courier delivery.
Tip: To give your products the greatest flexibility for distribution, choose packaging that is intuitive to handle and is designed for transit (e.g., has handles, thicker walls, etc.).
Examples of courier-friendly packaging
Why is this packaging courier-friendly? Each cupcake is held in position within the box. The height of the box is sufficient to protect the tall decorative elements of the product without being too tall.
Why is this packaging courier-friendly? The product neatly fits within the package without room for shifting during transit or handling.
Examples of packaging that is not courier-friendly
Why is this packaging not courier-friendly? This cupcake is not held in place to prevent shifting. As a result, there is a greater risk of damage to its frosting decoration. Additionally, the unsecured product is being shipped in a small box on its own, not within a larger package or tray. Together these issues place the item at a greater risk for damage when stored in a delivery vehicle or when handled at pickup or drop-off.
Why is this packaging not courier-friendly? It is not food safe; the bread is not sealed inside the bag, leaving it exposed during transit. Additionally, the bread is being shipped on its own, not within a larger box or package. As a result, it may be damaged when stored in a delivery vehicle with other items during transit.
Why is this packaging not courier-friendly? The items are small and not packaged in a master case or larger box; they may be lost during shipment. The items are not packaged in robust packaging and are more susceptible to damage during handling or when in transit alongside other packages.
Driver Partner requirements
Summary
Starling works with professional drivers who use their own vehicles to deliver the best specialty food products Southern Ontario has to offer — to businesses and residential homes across the region. This support article outlines the requirements for Driver Partner applicants.
Basic requirements
All of Starling’s driver partners must have all of the following:
A professional customer service-oriented personality and strong communication skills
A knack for navigation and love for driving
A valid driver’s license
A valid SIN or Canadian work permit
A clean well-maintained car, SUV, van, or other motor vehicle
A data-connected smartphone with good microphone and camera quality
Application process
If you’re interested in applying to drive for Starling, click here.
For more details on our transparent and respectful hiring process, review this support article.
Book a delivery
Summary
To use Starling’s B2B specialty delivery service, you must book deliveries via the Partner Portal. You can book a single or recurring delivery. This guide walks you through the process to book a single delivery.
Process
1. Log in to the Partner Portal. You will be presented with the Dashboard page.
2. From the main menu, click Deliveries.
3. Click Book Delivery. You will be presented with the Book Delivery page.
Note: If you would like to set up a recurring delivery, review the Book a recurring delivery support article.
4. In the PICKUP section, enter the pickup address information. If you are choosing an address from your Address Book, click Address Book and select the address from the dropdown menu that appears.
Note: If you have a default pickup address set for your account, this address along with pickup hours and extra instructions will automatically populate when you book a new delivery. Review the Add and managed addresses in the Address Book support article for more information on setting a default pickup address.
5. In the Pickup Access Instructions section, complete the following fields:
Pickup Hours - The earliest and latest times a Starling Driver Partner can arrive at your pickup location to retrieve the items.
Extra Instructions - Any additional information you can share about accessing the pickup location that would help Starling’s Driver Partner (e.g., parking details, buzzer codes, etc.)
6. In the Contact & Pickup Label section, complete the following fields:
Contact Name - The full name of a contact Starling can reach out to if we run into challenges with the delivery.
Contact Phone - The mobile phone number of the contact. This phone number will also receive notifications for this delivery.
Pickup Label - Enter a name for this address. We suggest using the business name and street address (e.g., Cookie Factory - 18 Front St)
7. If this is a new address and you would like to save it to your account, or if the address is already a saved address and you have modified the information, click the checkbox beside Save or update this address to save the details to your Address Book.
8. In the DROP-OFF section, enter the drop-off address information. If you are choosing an address from your Address Book, click Address Book and select the address from the dropdown menu that appears.
Note: If you have a default drop-off address set for your account, this address along with drop-off hours and extra instructions will automatically populate when you create new delivery requests. Review the Add and managed addresses in the Address Book support article for more information on setting a default drop-off address.
9. In the Drop-off Access Instructions section, complete the following fields:
Drop-off Hours (Business addresses only) - The earliest and latest times Starling’s Driver Partner can arrive at the drop-off location to deliver the items.
Extra Instructions - Any additional information you can share about accessing the drop-off location that would help the Driver Partner (e.g., parking details, buzzer codes, etc.)
10. In the Contact & Drop-off Label section, complete the following fields:
Contact Name - The full name of a contact Starling can reach out to if we run into challenges with the delivery.
Contact Phone - The mobile phone number of the contact. This phone number will also receive notifications for this delivery.
Drop-off Label - Enter the name of the drop-off location as it appears on the shipping labels. Starling’s Driver Partners will use this information to locate the correct package in their vehicle.
11. If this is a new address and you would like to save it to your account, or if the address is already saved to your Address Book and you have modified the information, click the checkbox beside Save or update this address to save the updated details to your account.
12. Click Step 2. You will be presented with the Step 2 – When & What page.
13. In the Delivery Date field, click the calendar icon and select the delivery date.
14. In the Package Details section, enter the package details:
Quantity: Number of pieces.
Packaging Name: Enter a name for the packaging type. This field is only for your team’s reference. We recommend following a naming convention to keep your account organized (e.g., 12 Cookie Box, 6 Cookie Box, etc.).
Dimensions: Enter the package dimensions in inches.
Weight: If the package weighs over 20 lbs, select the checkbox.
Temperature Sensitive: If you require Starling’s temperature managed delivery, select whether the package is for Frozen or Refrigerated goods.
15. If there are additional packaging types, click Add Another Package Type. If there are no other packaging types, continue to Step 12.
16. In the Other Requirements section:
Signature required on receipt: Select if a signature is required at drop-off. If the sender provides an invoice for the receiver to sign, the driver will take a photo of the signed invoice upon delivery to be included in proof of delivery information. If no paperwork is provided by the sender, Starling’s Driver Partner will collect a digital signature.
Request guaranteed delivery time: Select if you require a shorter delivery window for your receiver. Selecting this option will incur a Priority Delivery service fee. Review the Priority Delivery service support article for more details on Guaranteed Timing.
Delivery includes a cake or highly delicate item: Selecting this option will incur a Priority Delivery service fee. Review the Priority Delivery service support article for more details on Extra Care & Handling.
Delivery is to a hospital: Selecting this option will incur a Priority Delivery service fee. Review the Priority Delivery service support article for more details on Special Access.
17. Review the Estimated Price. If you would like to move ahead with booking the delivery, click Book it. You will be presented with the Deliveries page and a confirmation message that your delivery was successfully booked.
Note: This price is an estimate only. If Starling encounters challenges when attempting to complete your delivery (i.e., Wait Time at pickup or drop-off, incorrect item quantities, incorrect packaging sizes, incomplete pickup or drop-off information, etc.), the sender may incur additional fees. The final price will be provided on an invoice.
Book a recurring delivery
Summary
To use Starling’s B2B specialty delivery service, you must book deliveries via the Partner Portal. You can book a single or recurring delivery. This guide walks you through the process to book a recurring delivery.
What does it mean to book a recurring delivery?
In some cases, you may need a delivery with identical details repeated every week, once or several times a week, over a period of time. Rather than booking each of these deliveries one at a time, you can use the Book Recurring Delivery feature on the Partner Portal to book a series of repeated deliveries in one step.
When we say “identical details”, we mean everything about the delivery is exactly the same, from pickup and drop-off locations and instructions to the quantity and packaging types of the items on the delivery, and any service add-ons. The only thing different in terms of delivery details are the days you’d like the delivery repeated.
For example, you may need Starling to pickup a box of cookies from the same pickup and deliver it to the same destination, on Monday and Friday every week between Jan 1 and December 31 in a given year. When booking the recurring delivery, you would inform us of the date of the first delivery, the date of the last delivery, and select Monday and Friday from the day selections.
Important: At this time, there is no way to edit all recurring deliveries in a series in one step on the Partner Portal. This means, if after booking a recurring delivery, you need to make changes to one or more booked deliveries in the series, you must navigate to and edit each booked delivery in the series, one by one.
If you would like to learn how to book a single delivery, review the Book a delivery support article.
Process
1. Log in to the Partner Portal. You will be presented with the Dashboard page.
2. From the main menu, click Deliveries.
3. Click Book Recurring Delivery. You will be presented with the Book Recurring Delivery page.
4. In the PICKUP section, enter the pickup address information. If you are choosing an address from your Address Book, click Address Book and select the address from the dropdown menu that appears.
Note: If you have a default pickup address set for your account, this address along with pickup hours and extra instructions will automatically populate when you book a new delivery. Review the Add and managed addresses in the Address Book support article for more information on setting a default pickup address.
5. In the Pickup Access Instructions section, complete the following fields:
Pickup Hours - The earliest and latest times a Starling Driver Partner can arrive at your pickup location to retrieve the items.
Extra Instructions - Any additional information you can share about accessing the pickup location that would help Starling’s Driver Partner (e.g., parking details, buzzer codes, etc.)
6. In the Contact & Pickup Label section, complete the following fields:
Contact Name - The full name of a contact Starling can reach out to if we run into challenges with the delivery.
Contact Phone - The mobile phone number of the contact. This phone number will also receive notifications for this delivery.
Pickup Label - Enter a name for this address. We suggest using the business name and street address (e.g., Cookie Factory - 18 Front St)
7. If this is a new address and you would like to save it to your account, or if the address is already a saved address and you have modified the information, click the checkbox beside Save or update this address to save the details to your Address Book.
8. In the DROP-OFF section, enter the drop-off address information. If you are choosing an address from your Address Book, click Address Book and select the address from the dropdown menu that appears.
Note: If you have a default drop-off address set for your account, this address along with drop-off hours and extra instructions will automatically populate when you create new delivery requests. Review the Add and managed addresses in the Address Book support article for more information on setting a default drop-off address.
9. In the Drop-off Access Instructions section, complete the following fields:
Drop-off Hours (Business addresses only) - The earliest and latest times Starling’s Driver Partner can arrive at the drop-off location to deliver the items.
Extra Instructions - Any additional information you can share about accessing the drop-off location that would help the Driver Partner (e.g., parking details, buzzer codes, etc.)
10. In the Contact & Drop-off Label section, complete the following fields:
Contact Name - The full name of a contact Starling can reach out to if we run into challenges with the delivery.
Contact Phone - The mobile phone number of the contact. This phone number will also receive notifications for this delivery.
Drop-off Label - Enter the name of the drop-off location as it appears on the shipping labels. Starling’s Driver Partners will use this information to locate the correct package in their vehicle.
11. If this is a new address and you would like to save it to your account, or if the address is already saved to your Address Book and you have modified the information, click the checkbox beside Save or update this address to save the updated details to your account.
12. Click Step 2. You will be presented with the Step 2 – When & What page.
13. In the Start Date field, click the calendar icon and select the first delivery date.
14. In the End Date field, click the calendar icon and select the final delivery date.
15. In the Delivery Days section, choose the days of the week you would like to make this delivery on a recurring basis.
16. In the Package Details section, enter the package details:
Quantity: Number of pieces.
Packaging Name: Enter a name for the packaging type. This field is only for your team’s reference. We recommend following a naming convention to keep your account organized (e.g., 12 Cookie Box, 6 Cookie Box, etc.).
Dimensions: Enter the package dimensions in inches.
Weight: If the package weighs over 20 lbs, select the checkbox.
Temperature Sensitive: If you require Starling’s temperature managed delivery, select whether the package is for Frozen or Refrigerated goods.
17. If there are additional packaging types, click Add Another Package Type. If there are no other packaging types, continue to Step 12.
18. In the Other Requirements section:
Signature required on receipt: Select if a signature is required at drop-off. If the sender provides an invoice for the receiver to sign, the driver will take a photo of the signed invoice upon delivery to be included in proof of delivery information. If no paperwork is provided by the sender, Starling’s Driver Partner will collect a digital signature.
Request guaranteed delivery time: Select if you require a shorter delivery window for your receiver. Selecting this option will incur a Priority Delivery service fee. Review the Priority Delivery service support article for more details on Guaranteed Timing.
Delivery includes a cake or highly delicate item: Selecting this option will incur a Priority Delivery service fee. Review the Priority Delivery service support article for more details on Extra Care & Handling.
Delivery is to a hospital: Selecting this option will incur a Priority Delivery service fee. Review the Priority Delivery service support article for more details on Special Access.
19. Review the Estimated Price. If you would like to move ahead with booking the delivery, click Book it. You will be presented with the Deliveries page and a confirmation message that your delivery was successfully booked.
Note: This price is an estimate only. If Starling encounters challenges when attempting to complete your delivery (i.e., Wait Time at pickup or drop-off, incorrect item quantities, incorrect packaging sizes, incomplete pickup or drop-off information, etc.), the sender may incur additional fees. The final price will be provided on an invoice.
Reschedule a booked delivery
Summary
Sometimes plans change and you’ll need to reschedule a booked delivery. You can quickly do this using the Partner Portal. This guide will walk you through the different ways you can reschedule a booked delivery.
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 booked delivery you need to reschedule. You will be presented with a list of booked 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 booked delivery 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 the drop-off location on this delivery. If a specific date is unavailable, please choose a different delivery date or cancel the booked delivery.
6. Click Update it to save the delivery details. 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 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 booked delivery 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 booked delivery 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 the drop-off location on this delivery. If a specific date is unavailable, please choose a different delivery date or cancel the booked delivery.
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.
Edit a booked delivery
Summary
You can quickly edit a booked delivery using the Partner Portal up until 12:00 PM the day before the delivery. This guide will walk you through the different ways you can edit a booked delivery.
Edit 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 booked delivery you need to edit. You will be presented with a list of deliveries for that day.
3. Click on the delivery you would like to edit. You will be presented with the Step 1 - Where page.
4. Update the delivery details as required.
5. Click Step 2. You will be presented with the Step 2 - When & What page.
6. Update the delivery details as required.
7. Click Update it to save the delivery details. We will be notified of the change; there is no need to contact us.
Edit 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 with today’s booked deliveries shown.
3. If you would like to edit a booked delivery scheduled for a future date, click Future. Otherwise, continue to Step 4.
4. Locate the booked delivery you would like to edit and click on the pencil icon. You will be presented with the Step 1 - Where page.
5. Update the delivery details as required.
6. Click Step 2. You will be presented with the Step 2 - When & What page.
7. Update the delivery details as required.
8. Click Update it to save the delivery details. We will be notified of the change; there is no need to contact us.
Cancel a booked delivery
Summary
Things happen. Good news: should the need arise, you can quickly cancel booked deliveries at your convenience via the Partner Portal. This guide outlines cancellation restrictions and the cancellation process.
Cancellation deadline
You can cancel a booked delivery 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 booked delivery you would like to cancel. You will be presented with a list of booked deliveries for that day.
3. Click on the booked delivery you would like to cancel. You will be presented with the delivery 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 booked delivery you’d like to cancel.
View current, future, and past deliveries
Summary
You can quickly view the details for all your deliveries in the Partner Portal. This guide outlines the steps to view your delivery history and booked deliveries.
View all deliveries
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 a list of deliveries booked for today.
3. At the top-right of the deliveries table, click Past or Future. Depending on your selection, you will be presented with a view of your delivery history or upcoming deliveries, including the following information for each delivery:
Status
Date
Pickup Address
Drop-off Address
4. Click on any of the details in the appropriate row to view all available information for the specified delivery.
Add & manage addresses in the Address Book
Summary
The Address Book feature found in the Partner Portal makes booking deliveries quick and easy. Use it to save all your common pickup and drop-off addresses to your account. Using this feature, you can also set default pickup and drop-off addresses, making booking deliveries even faster. This guide walks you through the steps to add and manage saved addresses, in addition to setting the defaults for your account.
Add an address
1. Log in to the Partner Portal. You will be presented with the Dashboard page.
2. From the main menu, click on Address Book. You will be presented with the Address Book page.
3. Click on Add Address. You will be presented with the Add Address page and several fields to complete.
4. In the Address Type field, choose either:
Business: Select this for any business location, even if it is operating within a residential building.
House: Select this if the address is for any kind of house.
Apartment or Condo: Select this if the address is located within an apartment or condominium building.
5. In the Street Address field, enter the street address. You will be presented with validated addresses. Select the correct option from the list.
6. In the Unit or Suite field, enter the unit or suite number.
Note: While this field is not a mandatory field if you selected the Business address type, we do require a unit number if the business has one.
7. In the Address Access Instructions section, complete the following fields:
Available Hours (For Business addresses only): Enter the receiving hours for this address. For stores, these hours may differ from ‘open’ hours.
Note: These hours do not indicate when your shipment is delivered. Deliveries are made according to the applicable delivery window for the area, or selected Priority Delivery timeframe.
Extra Instructions: Share as much detail as possible for delivery instructions as it relates to this address (e.g., lock box codes, buzzer code, loading dock locations, parking availability, elevator location, etc.).
Tip: Taking the time to complete the Extra Instructions field with complete and accurate information will save you time when requesting a delivery using this address. When using this address in the Delivery Request form, this information auto-populates.
8. In the Contact & Address Label section, complete the following fields:
Contact Name: Enter the first and last name of an on-site person we can contact if we run into delivery issues at this address.
Contact Phone: Enter the phone number of the on-site contact.
Location Label: Assign a name to this address. This name will be used throughout the Partner Portal when referring to this address. If this is a drop-off address, you must use this location label on your packaging.
Tip: We recommend using the following format for your location labels: [Brand] - [Street Number] [Street Name]. For example, Sobeys - 2541 Danforth Ave.
9. If you would like to set this address as either your default pickup address or default dropoff address which will auto-populate when requesting a delivery, select one of the following options:
Make this my default pickup address
Make this my default drop-off address
10. Click Save to saved the address.
Set a default pickup or drop-off address
1. Log in to the Partner Portal. You will be presented with the Dashboard page.
2. From the main menu, click on Saved Addresses. You will be presented with the Saved Addresses page.
3. Locate the address in the table.
4. Beside the Postal Code field for the address, click on one of the following:
Up arrow icon: This will set the address as the default pick-up address.
Down arrow icon: This will set the address as the default drop-off address.
You will be prompted to confirm your selection.
5. Click Confirm to save your selection.
Edit a saved address
1. Log in to the Partner Portal. You will be presented with the Dashboard page.
2. From the main menu, click on Address Book. You will be presented with the Address Book page.
3. Review the list of saved addresses and click on the name of the address you would like to edit. You will be presented with the Edit Address page.
4. Edit the desired information.
5. Click Save to confirm the updates.
Delete a saved address
1. Log in to the Partner Portal. You will be presented with the Dashboard page.
2. From the main menu, click on Address Book. You will be presented with the Address Book page.
3. Review the list of saved addresses and click on the trash can icon to delete the saved address. You will be prompted to confirm deletion.
4. Click Delete to confirm deletion of the address.
Add & manage packaging presets
Summary
The Packaging Presets feature found in the Partner Portal makes booking deliveries quick and easy. Use it to save common packages to your account. You can quickly add any of these presets during the delivery booking 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., 24 Cookie Box).
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 booking new deliveries, and as the default package when adding additional packages to a delivery.
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 Delete to remove 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 booking deliveries. When booking a new delivery, 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.
Follow the steps below to change which packaging preset functions as your account’s default packaging:
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 make the default packaging.
4. Click the pencil icon. The packaging information will become editable.
5. Click the star icon to set the packaging preset as the default packaging.
6. Click on the disk icon to save the changes or click the X icon to cancel without saving your changes.
7. Review the list of Packaging Presets. The preset with the start icon beside the packaging name is the now the default packaging type when booking new 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 pickup location.
4. In the Drop-off 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 for quickly checking service availability. To receive a tailored quote based on the space required for your packages and any other additional services needed, please book a delivery on the Partner Portal. You will receive a quote at the end of the process.
Pickup & drop-off experience
Summary
Starling and its Driver Partners are committed to an efficient and friendly delivery experience. This support article outlines what Maker Partners and their customers can expect from a Starling delivery.
Pickup experience
The day before a booked delivery
As the sender, you’ll receive a text message breakdown outlining when you can expect a Starling Driver Partner to arrive at the pickup address for each delivery you booked. This message is sent to the phone number saved to your account on the Partner Portal.
The message looks like this:
🚚 Starling Pick-Ups For Tomorrow 🚚
We’re picking up at these times:
[Time] to [Time]
[Destination][Time] to [Time]
[Destination]
On the day of a delivery
One of Starling’s friendly, professional Driver Partners will arrive at the pickup address within the pickup window. They have all the details for your booked delivery, including the number of pieces they’re picking up, destination(s), and any special instructions you shared with us for pickup and drop-off.
The driver will load the items into their vehicle. If you have provided a dolly or cart, the driver will return it after safely loading your items into their vehicle. Driver Partners may make several trips depending on the quantity or weight of the items, or the location of their parked vehicle.
The Driver Partner will also take a series of tracking photos with their smartphone to record:
where the items were picked up from;
each of the items they are picking up;
any delivery documentation received at pick-up; and
how the items were packed into their vehicles.
Tip: Help us help you! When booking a delivery, please include detailed pickup and drop-off instructions, especially if there are special considerations around procedures and parking or tips for Driver Partners. Special considerations may require Priority Delivery or incur Wait Time.
Drop-off experience
At 8:00 AM ET on the morning of a delivery
Starling sends your recipient(s) a text message with a delivery window. If you have not provided us with your recipient’s mobile phone number ahead of this time, they will not receive this notification.
The message looks like this:
Hey! This is Starling. Heads up: your [Sender’s Name]’s delivery is arriving today between [Time] and [Time]. Need help with this delivery? Reply to this message. 👇
Your recipient can message us with delivery questions or updates. If we can't help, we'll share your contact information.
Upon arrival at the drop-off location
The Driver Partner will safely unload and deliver the items according to any provided instructions.
The Driver Partner will also take a series of proof of delivery photos with their smartphone to record:
where the items were delivered;
each of the items delivered; and
any signed delivery documentation;
Behind the scenes, Starling's Driver Support team reviews delivery tracking and proof of delivery photos to ensure all items reached the correct place and/or person. If an issue pops up, they work to resolve it quickly and will coordinate with you and/or the recipient, if necessary.
Once the delivery is confirmed as completed
The recipient receives a text message as follows:
Hi there,
Your items have been delivered. Have a great day!
[Proof of Delivery Photos]
Note: You will have access to all Proof of Delivery photos via the Partner Portal.
Delivery photos & notes
Summary
Using the Onfleet Driver app, all Driver Partners are expected to submit a series of photos at pickup and drop-off for every delivery, in addition to required notes. These details help our Driver Support team ensure Driver Partners are delivering the correct items to the correct locations, and give Starling’s Maker & Retailer Partners peace of mind. This support article outlines what’s required of Driver Partners.
A note on photo requirements
It’s critical Driver Partners take care when snapping all required photos, ensuring submitted photos are sharp and well-lit with all necessary details clearly visible in the centre of the photo. If you are unable to capture the required details in a single photo, submit as many as needed to capture the necessary information.
Submitting blurry, dark, or unnecessary photos negatively impacts the Driver Support team’s ability to support you and is unacceptable.
Tip: To ensure all necessary photos are captured, especially in areas with weak cellular service like elevators, use your phone's default camera app to take photos and then upload them to the Onfleet Driver app when completing the task. This method prevents accidental loss of photos.
Details to submit at pickup
Using the Onfleet Driver app, in the appropriate pick-up task, Driver Partners must submit the following photos as attachments at the time of pickup before completing the task:
Shipping Label Photos - A photo of the shipping label on each item picked up. For example, if you are picking up three boxes, attach three label photos, one for each box label.
Shipment Photo - A photo of all picked up items packed into your vehicle.
Invoice Photo - A photo of the shipment’s invoice, if provided by the shipper.
In the Notes section, input the number of pieces you received for each delivery. For example, if in one pickup task you are picking up two boxes for Destination A and three boxes for Destination B, input “A = 2, B = 3”.
Details to submit at drop-off (Business locations)
Using the Onfleet Driver app, in the appropriate drop-off task, Driver Partners must submit the following photos as attachments at the time of drop-off before completing the task:
Shipping Label Photos - A photo of the shipping label on each item dropped off.
Business Location Photo - Photos of the front of the business with the business name.
Drop-off Photo - A photo of where the items were left or received by the recipient. For example, if the items were left on the counter in a cafe, take a photo of the items in-place.
Signed Invoice Photo - A photo of the full signed or stamped invoice with delivery address visible, if an invoice was provided. Ensure the printed name of the individual who signed for delivery is clearly visible or add the name in the Notes section.
Important: Certain locations, like major grocery stores, or customers may have specific requirements for their invoice. You’ll see special instructions as needed so be sure to check the task details.
In the Notes section:
input the total number of pieces dropped off. For example, if two boxes were dropped off, enter “2 pcs”.
if the Task Details indicate you must collect bags/packaging and you picked up bags/packaging, input “YB”. If no bags/packaging were collected, input “NB”.
Details to submit at drop-off (Home, Condo, or Apartment Destinations)
In the Onfleet Driver app, in the appropriate drop-off task, Driver Partners must submit the following photos as attachments at the time of drop-off before completing the task:
Shipping Label Photos - A photo of the shipping label on each item dropped off.
Building Photo - A photo of the outside of the house or the condo/apartment building number.
Unit Entrance Photo - A photo of the condo or apartment’s unit number, if applicable.
Drop-Off Photo - A photo of all the items left at the door, if not handed directly to the customer.
In the Notes section:
if the items were handed directly to the recipient, input “H2H”.
Important: If the items are handed directly to the recipient, all photos are still required.
If you were unable to complete the drop-off according to the delivery instructions, you must include detailed notes on where you delivered the items, to whom you may have left them with, and why the instructions could not be followed. For example, if a building concierge won’t let you enter the building to deliver to a unit and requests you to leave the items at the concierge desk, input notes indicating this, including the concierge’s name and the time.
if the Task Details indicate you must collect bags/packaging and you picked up bags/packaging, input “YB”. If no bags/packaging were collected, input “NB”.
Driver Partner application process
Summary
Driver Partners are the face of Starling and we’re committed to their success every step of the way. We offer Driver Partners routes we think they’ll enjoy and excel with, and we’ve created a transparent application and supportive onboarding process to help with that. This article outlines what drivers can expect from the moment they submit their application to drive for Starling.
Step 1: Apply to drive
First thing’s first, apply to drive on the Starling website by booking an interview and sharing the requested information. You will receive an email confirmation.
Step 2: Driver Interview
We’ll call you for a short interview – please ensure you’re available to receive the call at the time you selected. We receive many Driver Partner applications and may move on to the next application if you are unable to answer.
Note: Your Caller ID may list us as an unknown contact when we call you. Don’t worry, that’s us!
During the interview, we’ll tell you about our company and take the time to get to know you, and your delivery capabilities and preferences. This is also your opportunity to ask us any questions you have.
After the interview, we enter your details into our Driver Partner database.
Starling accepts drivers into its Driver Partner fleet when there is a consistent match between delivery demand and a driver’s delivery preferences and capabilities. So, you may not hear from us right away. But when you do, it’s because we can offer you delivery routes that better meet your needs with greater stability.
Step 3: Driver onboarding
When we are able to add you to our Driver Partner fleet, you will receive a text message from Starling’s Driver Support team with information on the next steps. It will look something like this:
Intro message: Hey X, this is Starling. We recently spoke during our driver interview. We have a trial route available for X date. Are you interested in moving forward?
Onboarding message: Hi [NAME], congrats! You’ve been added to Starling’s Driver Partner fleet. We can’t wait for you to get started. Watch for a text message from Onfleet inviting you to download the Onfleet Driver mobile app – it’s how we manage deliveries with you. Your temporary password is: XXXXXXXXX. Once you download the app, you’ll need to change your password, go ‘On Duty’, and select the “All” button to see routes assigned to you.
Please complete all necessary onboarding tasks in a timely fashion.
Step 4: Trial route offer
Once you complete the onboarding tasks, we’ll offer you a paid trial delivery route.
Whenever we offer routes, we provide the following details:
Start time and location
End time and location
Total kilometers of the route
Total number of stops on the route
Total compensation for completing the route
Generally, you can choose to accept or decline route offers. While there is no penalty or metric tied to declining an offer, consistently accepting and successfully completing routes will reflect positively on you as a reliable driver.
At this stage, as we are still evaluating your fit as a Driver Partner, we do expect you to accept the trial route if you are still interested in driving for Starling. You can expect this route to be shorter than a typical route.
Note: If you can’t commit to the route right away, just let us know you’ve received our message and let us know what date you would be ready. We can’t always wait until that date, but by responding to us, it lets us know you’re still interested.
Step 5: Complete the Trial Route
When you drive for Starling, real people from our Driver Support team are always available to answer your questions. For your trial route, you get extra-special VIP treatment.
On the day before the trial route begins, the Driver Support team will call you to:
walk you through the full route.
answer any questions, whether it’s help with the Onfleet Driver app or anything else.
On the day of the trial route, our Driver Support team will:
send a morning check-in message to ensure you’re ready to go.
monitor your progress.
proactively reach out to you if they notice something is wrong.
give you priority support if you contact them.
If the trial route is successful, we will add you to our Driver Partner fleet and will begin sending you route offers.
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 create your Partner Portal account and send you an email with instructions to setup your account. 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
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.