Wait Time
Summary
When some deliveries take longer than expected due to difficulties at pickup 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?
Starling’s Driver Partners are allotted 10 minutes for loading activities at pickup, and five minutes for unloading activities at drop-off. You can think about Wait Time as the extra time Driver Partners spend beyond the allotted time at either pickup or drop-off. These are some examples:
A Driver Partner waits for the sender to prepare their items for pickup.
A Driver Partner is unable to pick up or drop-off the item due to incorrect instructions/information and must wait for additional details.
A Driver Partner 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 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 Driver Partners between pickup and drop-off locations, or the time it takes them to find parking for their vehicle.
Wait Time fee
The Wait Time fee is $2.50 per five-minute increment.
If a Driver Partner encounters excessive wait time at either a pickup or drop-off location, Starling reserves the right to cancel the delivery at its discretion.
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:
Book a recurring delivery
Bulk book deliveries
Track deliveries
View proof of delivery
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 service
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 booking a delivery. If Priority Delivery is required but not selected when a delivery is booked, 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 add the Priority Delivery service for a guaranteed one or four-hour window, where offered.
Extra Care or Handling
While Starling’s trained Driver Partners 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 the Priority Delivery service is required when booking delivery 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 pickup 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 service 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 pickups
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 pickup location is in Toronto.
Total service area
Use this map to view all the areas we can deliver to when the pickup location is a Toronto-based address.
Service days (for Toronto pickups)
Use this map to view how frequently we deliver to destinations across Southern Ontario, when your pickup location is a Toronto-based address.
Base delivery price (for Toronto pickups)
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.