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Frequently Asked Questions

1. Who is Starline Group?

Starline is a leading provider and single supply source for all Hotel and Motel operational requirements, with the broadest range and fastest response and delivery times of anyone in the industry.

You can source direct from us: bed linen, towelling, food and beverage, janitorial and hygiene, disposables, guest amenities, minibar and electrical appliances for housekeeping departments or furniture and refurbishment items for capex projects.

A 100% New Zealand owned and operated company supporting local communities, we set ourselves apart with outstanding personal service, reliability and proactive supply partner relationships.

One Source ~ One Order ~ Job Done

2. How often will I be notified of offers?

We are conscious of your privacy and email regular offers to members just once or twice a week. Those emails focus on promoting weekly Starline Deals. Occasionally we may email other extra special notices during a given week. We also provide blog articles which can be read here, or sign up to have these delivered to your email inbox. 

To subscribe to the weekly offers, click here or scroll to the bottom of any Starline webpage and enter your email address - you don't require a web account to sign up. You may unsubscribe from weekly offer emails or update your preferences at any time by following the link at the bottom of one of the emails.

3. What's the status of my order?

You can check your order status by visiting your “My Account” area. We update your order details with dispatch notes and parcel tracking information where possible.

4. How does the pricing structure work?

Most items have a single wholesale or trade price. A few items have 2 or sometimes 3 price tiers. This is normally based on carton and pack quantities or freight efficiencies. We encourage you to take advantage of these discounted prices.

If you have negotiated special price policies with one of our sales representatives or customer service team and you hold a current credit account with us, these special prices will show after you have logged in.

5. What if I want to return my purchase?

Goods supplied in accordance with your order can only be returned with our express approval.

Requests to return goods must be submitted within 14 days from the date of supply. Goods must then be returned to our warehouse within 7 days of us receiving your request with a copy of our Returns Authorisation Form. If they are returned later than this, we will not be able to process this request.

Where goods are accepted (for credit or refund at our discretion) they must be delivered at your expense into Starline store in original condition and packaging.

We reserve the right to levy a restocking fee against any returns. Such fees may be up to 20% of the invoice price and levied at our absolute discretion.

6. Who pays for the return courier cost?

If you have changed your mind about your purchase then it is the responsibility of the Customer to return the product in original condition and therefore pay for safe and secure return of the goods.

7. What if an item is damaged or faulty on arrival from Starline?

If a product is received in a damaged condition as a result from our courier then please report this to Starline within 24 hours from delivery. Failure to do so will warrant in the Customer taking full responsibility for the product.

If an item is damaged or faulty on arrival to you, we will replace the item at our cost including paying for courier costs.

10. I am having a technical problem on the website. How can I get help?

There are a number of ways. You can email us on sales@starlinegroup.co.nz to report the error and we will be glad to help you. You can also use the webchat function in the bottom-right of the website or call us toll free on 0800 277 225 during normal business hours.

11. What are our freight charges?

Starline is freight free nationwide for every one of the over 4500 products in our range, providing the order is over $50 excluding GST. No if’s, but’s or maybe’s!

Delivery to other countries by prior arrangement.

12. Is there a minimum order requirement?

No order too big or too small.

13. What are our standard delivery times?

Standard delivery is by Courier, 1-2 days North Island and 2-4 days South Island for all main towns and cities for all goods we stock in our Central Distribution Centre.

Addresses deemed as Rural by our courier network could take up to 3 days longer.