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.