Starsong Customer Support

Every one of our customer care professionals is devoted to making sure you are satisfied with your Starsong purchase. We are happy to answer any customer service questions regarding care instructions, damages, custom orders, tracking, or returns. Our job is to ensure that your experience with Starsong goes smoothly. Should you have any questions about any of our products, please don’t hesitate to reach out — our team would love for you to say hello!

Customer service hours: Monday – Friday 9:00am – 5:00pm PT
Toll free number: 1.877.897.1222

Customer service email: info@star-song.com.

Check for damages before you enjoy your purchase. Starsong inspects every shipment carefully, but sometimes damages can happen in transit. If anything isn’t as you expected, Starsong & Co will handle any issues or returns — No need to return your purchase to your retailer.

Custom Order

Starsong assigns personal custom order links when you request a specific replacement part or custom order. You can purchase the product(s) you need on your custom page with a unique custom order ID number. Please call our toll free number 1.877.897.1222 or email customer service team info@star-song.com for one-on-one assistance regarding a damaged part or additional accessory.

Frequently Asked Questions

How do I get a hold of you?

Just give us a call at 877-897-1222 or reach us via email info@star-song.com. Our customer service representative will be standing by to take care of you and answer any questions you might have.

Please note our normal business hours are Monday-Friday, 9:00-5:00 PST.

Can I place an order over the phone?

Although we do not have the ability to take credit cards over the phone, we can help guide you as you place your order online and answer any questions you might have.

What are your business hours?

Our customer service hours are Monday-Friday 9:00-5:00 PST. During this time, a customer service representative will be available to personally help you.

Do you sell replacement parts?

We try our best to stock replacement parts and depending on the part, we most likely have it in stock. Please contact us and we can advice you availability or potential back order timeframe.

Do you have a showroom?

Because we carry such a large variety of items and refresh them often, our best showroom is the online gallery which can be found on our site, our Instagram page or by visiting our retailers.

Shipping

When will my order be shipped?

We ship within 2 - 4 business days.

Shipping method?

We use common and reliable carriers like UPS, Fedex and USPS.

For large parcel (LTL) shipment, we use dependable carriers like CEVA Logistics and Fedex Freight.

Where do you ship to?

We ship domestically within US with the exception of Hawaii, Puerto Rico and Alaska. However, if you located within these three locations, reach out to our customer service team and we can work with you on a shipping quote.

We also service our Canadian neighbors. For orders in Canada visit www.sirio.ca

Can I do a pick up?

We offer different on location delivery options, including white glove. If you’d like to pick up your order from our warehouse, first purchase your furniture online and then call us with your order number and purchase details to schedule your will call pick up. Since we are not a retail store, we cannot take walk in customers. That said, we welcome you to our warehouse where a customer service representative will guide you to your new furniture if you choose to do an in person pick-up.

Please understand once the shipment leaves our warehouse. Starsong is not liable for any damage during transit.

How long will it take to get my order?

Depending on the shipping method and the size of the order as well as the destination.

Small parcel shipping typically takes 5 - 10 business days with most of our carriers. Large parcel shipping typically takes 5 - 15 business days with our trusted freight shipping partners.

What happens if my new patio furniture is damaged when it arrives?

Please ONLY refuse the carton that is damaged.

We only want our customers to receive the highest quality of patio furniture, free from scuffs and damage. If it is not possible to refuse the order, please make note on the paperwork the driver makes you sign and contact us immediately.

Do you offer expedited shipping?

We don’t typically offer expedited shipping but are happy to work with you if you need it sooner than standard shipping allows. Please remember that because of the size of our products expedited shipping is a great deal more expensive.

Can I get the tracking number for my order?

For furniture orders, the carrier will contact you directly before your merchandise reaches their terminal. In some cases UPS ground, USPS and Fedex ground will simply deliver to your address without prior notice.

When will I be contacted regarding delivery?

For furniture orders, the carrier usually contacts you before your merchandise reaches their terminal. In some cases UPS ground, USPS and Fedex ground will simply deliver to your address without prior notice.

If you have any questions or concerns regarding your shipment, feel free to contact our customer service team.

Returns

What is the return policy?

If for any reason you are not satisfied with your order, simply return it within 30 days and we’ll refund the cost of the item for a full refund.

If the return is a result of our error of defective product, we will replace or refund the full cost of the merchandise and shipping charges. In addition, we will repair or replace any product for a full year from the date of shipment.

If the return is because of any other reason, you will be responsible for the shipping and handling charges. In all cases, you must return items in new or unused condition. Product(s) must be returned through an authorized carrier for Sirio North America, Inc. Email our customer service team or contact us by phone at 877-897-1222 and we will set up a pick up window for you with the carrier at your convenience.

How long does it take to get my refund?

Once credit has been issued from us it may take up to 7 - 14 business days for the credit to appear on original form of payment.

Can I cancel or change my order?

Yes, change order or cancellation is permitted prior to your order being shipped with the carrier. Since we try to ship immediately, a same day window is the only change you will have to make any changes.

Can I return after I opened?

In all cases, you must return items in new or unused condition.

Product Care Information

Are cushions machine washable?

Most of our fabrics are machine washable. Please check owner's manual or contact our Customer Service team should you have any questions.

How do I clean the cushions?

We recommend spot cleaning IMMEDIATELY for minor stains. Once oil stains soaked into the fabric covers, they can be more stubborn and harder to remove. You could use a damp towel and mild soap to remove minor stains and dust/debris from being outdoors.

Regular cleaning and maintenance is highly recommended to keep fabric refreshed and longer lasting.

How is sales tax calculated?

For items shipped to the State of California, sales tax is calculated based on our warehouse location in Woodland, CA.

Are they water proof?

Our fabrics are weather resistant and water repellent, but NOT “water proof”. Unfortunately, it is virtually impossible to make a set of water proof cushions with the amount of seam and zipper details each of our cushions have. That said, ALL of our products are designed to be fast drying.

Cushions can become water saturated with heavy water exposure (such as rain). To allow cushions to air-dry properly, follow the suggested steps:

  • Unzip cushion cover to ventilate and facilitate the drying process. Do not remove cushion covers.
  • Place cushions upright for faster drainage. Vitalization zipper should be facing down.
  • Store cushions indoors during rainy seasons and inclement weather.

Is it strong enough to withstand outdoor elements/inclement weather?

While our items are made to withstand the elements, you will still need to take care of the furniture like any other valuable property. To prolong the lifetime of your purchase, we highly recommend storing all of the cushions and pillows indoor during winter or the rain season. If that is not an option, we recommend the use of cushion store boxes and protection covers.

What is the warranty?

Please refer to your warranty card located enclosed within the shipping carton.

Should I cover my outdoor patio furniture?

Yes, we highly recommend the use of protection covers. Protection covers not only protect the furniture from rain, but also from sun exposure, outdoor debris and animals.

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