Frequently Asked Questions

Have questions? Please review the help topics below for information on eStore products and ordering.

If you still need additional support, please visit our ST Support Home for assistance.

  • Products
  • Free Samples
  • Fees and Payment
  • About My Order
  • General
  • I have questions about a specific product. Who can I reach out to?

    Visit our ST Support page to browse the community or log a support ticket requesting product-specific information: https://www.st.com/content/st_com/en/support/support-home.html

    When will certain items be back in stock?

    We provide our best estimates of lead time on our product pages when available. Because different products require different lead times, we are unable to provide exact dates. We encourage you to use the “Notify Me” feature to receive an email alert when your desired item is back in stock.

    How do I search for a specific product?

    There are two ways to search for a product. The first is to type the name of that product in the search bar at the top of our eStore website. The second is to search using either Products or Applications in the eStore menu. Once you select a particular category, you will be given additional options to filter your search results in the left-hand menu.

    What is the maximum order quantity for products on the eStore?

    While 500 is the maximum order quantity for the eStore as a whole, actual quantity restrictions depend on the item. Please visit the product page on the eStore to view quantity restrictions and pricing information.

  • How can I find out which products are available as free samples?

    Within product searches and categories, customers have the option to either sort or filter results by Free Sample availability.

    Is there a limit to how many Free Samples I can order per product?

    The maximum quantity of free samples you can order depends on the product. In general the maximum quantity is up to three per item, but this may vary.

    My free sample order was cancelled. Why did this happen?

    Per our terms and conditions, ST reserves the right to qualify free sample requests.

    I am being asked to pay customs fees for my Free Sample order. Why is this occurring?

    ST free sample orders are under DDP Incoterm rules. ST assumes all responsibilities and costs for delivering the products to your destination. This includes fees, duties, and taxes. However, some countries may charge additional fees that are out of the control of ST; additionally, carts with both free samples and paid items may incur additional customs/duties/taxes.

  • Why am I being asked to pay additional duties/taxes by the shipping company? 

    Duties and taxes are defined by the country of import and are based on the delivery region, product type, value, country of origin, and other criteria. Buyers are billed directly for import fees, as these are not controlled by ST or our distributor.

    How much do you charge for shipping?

    Shipping costs may be determined by your location and whether you select standard vs. expedited shipping. Shipping rates will display in your shopping cart when you proceed to checkout. 

    How can I request a tax exemption for my order?

    Please place your order first so that your profile and order are created. You can then reply directly back to the order confirmation (which should be from orders@supplier-direct.com) and attach your tax exempt form. We will then be able to assist with processing your request.

    What methods of payment do you accept?

    At this time, the eStore accepts the following types of Credit Card payment: MasterCard, Visa, American Express, Discover, Diners Club.

    I have a voucher code, but I receive an error message when I try to use it. Why isn’t it working?

    Certain voucher codes require you to log into your myST account to redeem them. If you log in and are still receiving an invalid voucher error, please check your spelling/characters carefully, and ensure that you did not add any extra spaces if copying and pasting. If you continue experiencing issues, please reach out to our online support team for assistance.

  • How can I change the address of the order after checking out?

    Once you have placed your order, you will not be able to make changes online. Please reach out to orders@supplier-direct.com to request a change in your address or other order information.

    Does my personal information get stored on ST for future purchases?

    If you create a MyST account through the eStore or ST.com, you have the option to save information like addresses and contact information for future purchases.

    How long will my order take to ship? 

    Most UPS, FedEx, and DHL orders are shipped same day. Global Priority Mail and other US Postal Service orders ship on the next business day. Orders may take 2-5 additional days for shipping and delivery. These delays are due to extended warehouse processing times, caused by peak volume and COVID prevention procedures. .

    How can I track my order status? 

    Once your order has been processed for shipment, you will receive an email advising you of the shipping status of your order and its tracking number, if applicable. When the tracking numbers are present, you can click to go directly to the carrier’s website and track your order. You can also log into your eStore account and find tracking information in the My Account section. 

    How can I cancel my order?

    Many of our orders ship the day they are placed, so cancellation is not always possible. If you would like to make a correction or request cancellation, please reach out to our Online Support Team using the contact information below.

  • What are your terms and conditions?

    The ST eStore Terms and Conditions can be found here: eStore Terms and Conditions

    How can I change the language setting on the eStore website?

    The ST eStore is currently only available in English, but we have plans to make additional translations available. Stay tuned!

    I still have questions and would like to speak to a customer service representative. Who can I reach out to?

    Please visit our ST Support page to submit a support ticket or contact us via phone:

    https://www.st.com/content/st_com/en/support/support-home.html