Frequently Asked Questions

Stens Customer Service is answering calls in the order they are received. We have recently received a high call volume and have other teams assisting with receiving and answering those calls. Our goal is to thoroughly respond to your question.

We are aware there was a phone system issue recently uncovered that was disconnecting calls after they had been on hold a specific amount of time. That issue has been corrected.

The Stens customer service team can also be reached via online Chat from the Stens website, or by emailing orders@stens.com for questions or to place your order.

A primary warehouse is the location where your orders are normally processed and shipped – typically this is the warehouse closest to you. An alternate warehouse, or alternate distribution center, is one of the other Stens locations that may also stock the item that you’re wanting to order.

Visibility to inventory quantities at both your primary warehouse and at alternate distribution centers is now available. This opens the entire Stens network of distribution centers to better fulfil your order and get the parts to you quicker.

Previously an item not in stock at your primary distribution center would go into backorder status. When the next inventory replenishment was made to your primary distribution center, your item would be processed and shipped. This could be the week following the inventory replenishment or shipped with your next order.

Items fulfilled from an alternate warehouse will normally be shipped the next workday after the order is placed. These items will show on the Stens website as pending fulfillment or partially fulfilled, if all or part of the order is shipping from an alternate distribution center.

Although delivery time from an alternate distribution center is typically longer than delivery from your primary warehouse, items will be sent to you as soon as possible - most arriving much earlier than previously backordered items.

Inventory levels at each location are still being reviewed and adjusted to reduce the number of backordered items and minimize the long-term need for shipments from alternate warehouses.

If an item is not available at a secondary warehouse, and your account accepts backorders, the item will be placed on backorder. When inventory is received at the distribution center, your item will automatically ship to you, at no additional freight cost.

You can view invoices under My Account > Billing > Invoices and click on an invoice number, then click the “Download as PDF” button to print using your web browser print function. Sales order and purchase order numbers are shown by the invoice number.

If an invoice for your order can not be found, contact the Stens Customer Service team at 800-457-7444 or at orders@stens.com and they can assist with verifying the invoicing for the particular order.

Stens is actively working to get your order documents to show the items ordered in sequence by part number. This change is expected to be implemented soon.

Stens is currently unable to include a printed invoice in the shipment box. We are reviewing capabilities to enable this function in the future.

Mailed Invoices are printed the evening the items are shipped and mailed the following business day. To most quickly receive your invoice, Stens can email your invoice the day your order is shipped.

To activate the invoice email feature, simply email the Stens Customer Service team at orders@stens.com, include your account number and request that “Email Invoice” feature be enabled.

Invoices can be viewed under My Account > Billing > Invoices. Sales order and purchase order numbers are included on the webpage with the invoice number.

For orders which have not yet fully invoiced, you can view order information from My Account > Purchases > Purchase History and click on “Open” to display orders that are not yet invoiced, or click on “All” to display both open and invoiced order information. Sales order and purchase order numbers are both included in this list of orders.

If you have received a Return Authorization Number from the Stens Customer Service team and have shipped your product back to Stens, your credit is in process.

Due to the high support activity in the recent weeks, it may take additional time to see the credit applied to your account.

Click on “Please Log In/My Account” area on the top right of the homepage, then click on the link for “Forgot/Reset Password” to the right of the Login button. Enter your email and click the button to “Send Email” and a link will be sent to your email to reset your password.

If you are unsure of the email address associated with your account, contact the Stens Customer Service team at 800-457-7444 or email to orders@stens.com to inquire about the email address for your account, or to change the email, if needed.

For security reasons, there is a logout feature on the website when the site is not in use. To extend the time, hold the Ctrl key on your keyboard, then click the F5 key.

The website will require a login once per day.

You can reach us at: stens@stens.com

Stens
1919 Hospitality Drive
Jasper, Indiana 47546

Call us at 800-457-7444

Send faxes to 866-472-0298

1. Type the an OEM part number, or another aftermarket part number, in the search field.
2. Click on the search icon to have the Stens part displayed.
3. You can also click on "Brands" or "Products" at the top of any webpage, and select the information about the parts you are wanting to find.

1. Type the Stens part number, an OEM part number, or another aftermarket part number in the search field.
2. Click on the search icon to have the Stens part displayed.
3. You can also click on "Brands" or "Products" from the top of any webpage, and select the information about the parts you are wanting to view.

You can make your request by...

1. Clicking on the "Chat" feature at the top of any Stens webpage.
2. Sending us an email at stens@stens.com.
3. Call Stens Customer Service at 800-457-7444.

Log into the Stens website by clicking on the "Customer Log in", located at the top of any webpage.

Three website locations to place an order:

1. Search for the part using the search box, or the category selections at the top of the screen. When the part you’re interested in is displayed, click "Add to Cart".
2. Enter the part number you would like to order on the www.stens.com homepage or by clicking "Quick Order", along with the quantity, then click "Add to Cart".
3. Click on "Large Order Form" from the top of any screen, then either enter the part numbers and quantities you would like to order, or upload a file containing your parts and their quantities. This is a great way to quickly place an order for a large amount of items.

From the shopping chart, select Checkout to complete the ordering process. Stens also accepts orders placed by calling Stens Customer Service at 800-457-7444 or via fax to 800-222-7836.

Related items could be Companion, Cross Sell, Substitute, Single or Shop Pack items. These parts are can be used in addition or in place of the item with which they are displayed.

This area contains filters that allow you to narrow down the number of items displayed, which helps you to find a specific part more easily. You can choose from the following filters:

• "Select Brand" - Brands for the parts listed in your search result will be represented in this area. When a specific brand is chosen, only those parts associated with that brand will remain in the display. The brands listed in this box will change as you try different terms in the on-site search box. For example, a search for "air filter" would show over 70 brands, but search for "trimmer head" would only show 8 brands.
• "Category" - Depending on the term you're searching for, parts from multiple categories might be represented in the results. Select a blue link to narrow the list of items displayed, or click on the "x" to remove a category of items from the items displayed.
• "Specs" - Specs refers to product information, such as packaging type or dimension, related to parts being displayed. Click on the plus sign (+) to expand selections.

Frequently ordered, or customer specific items can be grouped together and saved as a "Parts List". By creating and adding commonly order parts to a Parts List, reorder time for your business, or a particular customer, can be shortened and accuracy improved.

Parts Lists can be named the customer name for the parts on a specific list, or another meaningful to your reordering process, such as "Monday Orders", "Fall Orders", etc.

A Shop Pack is a multi-pack quantity instead of a single item.

A Substitute is an interchangeable item, such as a different brand or alternate part.

Pricing and availability are displayed when viewing products and adding information into the shopping cart for orders.

To change your email address, let us know by using the “Chat” feature available on any page of the website, calling your Stens sales rep, or calling the Stens Customer Service team at 800-457-7444.

To make changes to your account, please call your Stens sales rep. You can also call the Stens Customer Service team at 800-457-7444.

Yes! Click “My Account” from the top of any Stens webpage and select "Account Balance" under "Billing".

Stens parts are sold through dealers and distributors who partner with Stens. Stens does not sell directly to consumers.

If you are a business and are interested in becoming a Stens customer, visit Stens New Customer Information and learn more about becoming a Stens customer.

If you are looking to buy a Stens part for your personal use, give the Stens Customer Service team a call at 800-457-7444, or click on the “Chat” feature at the top of any Stens webpage, and we can help you to find a Stens dealer in your area.

From the “My Account” information at the top of any webpage, click “Order History”.

Select the timeframe search criteria and any filters on the order desired, click on the Sales Order Number, and a pdf of the order will display for easy viewing or printing.

Order and invoice information for the selected timeframe can also be downloaded for easy reference at a later time.

To easily sort the information displayed, click on the title of any column, and the information will sort in that sequence. Click on “Show/Hide Columns” to select what information about the orders is shown on the webpage.

From the “My Account” information at the top of any webpage, click "Billing", then "Invoices".

Select the timeframe search criteria and any filters on the invoices, click on the Invoice Number desired.

From the “My Account” information at the top of any webpage, click “Order History”.

Select the timeframe search criteria and any filters desired to display order or invoice that you would like to track, click on the Tracking Number Link, and you will be link to the shipper website for reviewing the shipping information.

To easily sort the information displayed, click on the title of any column, and the information will sort in that sequence. Click on “Show/Hide Columns” to select what information about the orders is shown on the webpage.

Email statements are sent as a pdf attachment. You will need an application that can display Adobe pdfs to view your email statement.

You can also view your statement information online.

Click "My Account" from the top of any Stens webpage, and select "Print a Statememt" under "Billing".

To complete this action, you will need to have a scanning device attached to your computer. Once you have a scanning device attached, proceed to the following.

Go to the Large Order Form: From Stens.com click on “Large Order Form” or navigate to Stens.com/large order form.

Place your curser in the “Part Number” field

Scan the UPC on the Stens product. (UPC’s can be found in our catalog, on our product packaging, or on the Stens bin labels.)

The scanning device will enter the UPC number and the form will translate that UPC into a Stens Part number.

A Drop Ship is an order that is send directly to an address other than the ordering business address. Drop Ship orders are often sent directly to YOUR customer, instead of sent to your business, and resending to your customer. The minimal drop ship fee is a savings over the second mailing cost, plus your customer will receive their order quicker!

To get more information about setting up your account to have Drop Ship capabilities, contact your sales rep our the Stens Customer Service team at 800-457-7444

“Quick Order” allows for part number and quantity entry without switching to another webpage. This is a great way to enter a part to your order, but not lose your place while searching or performing other functions on the website.

“Large Order Form” is a specific webpage that can be accessed from any Stens webpage. If you don’t know the Stens Part Number for the item you need, no problem! The Large Order Form will change OEM or other aftermarket parts to a Stens part number. If you know most of the items you are entering are from a particular supplier/OEM/brand, you can select that before you enter any part numbers.

The Large Order Form can be used to quickly and easily enter item numbers and quantities, with item information, including availability and related items for the part entered. Order dollar and line summaries are displayed. If multiple options exist for the information entered, all options will be displayed for selection of the correct part.

The Large Order Form can also be used to upload a file for quick entry of many items. Validation of the items is performed when the order is uploaded.

Stens accepts paper checks. Checks may be mailed to the Stens at:

Arrowhead Engineered Products, Inc.
P.O. Box 7410204
Chicago, IL 60674-5194

You can also pay online using your checking account. Click “My Account” from the top of any Stens webpage and select “Balance” under "Billing", then select "ACH" as your payment type. An ACH authorization form must be completed and on file with Stens to pay by ACH/Checking Account

From “Resources” at the top of any page, click “Safety Data Sheets” and select appropriate product. The information can be printed using your browser print feature.

“Fits Models” are the manufacturer equipment models that this part will fit for replacement or maintenance purposes.

The part displayed can be used instead of the OEM number displayed with “Replaces OEM”.

Items tagged with “NEW” have been recently added to the Stens offering and are typically items that are new since the last printed catalog.

An Alternate Package is the same item in a different type of packaging or quantity. Example: Viewing an air filter - a shop pack could be shown as an Alternate Package item.

A Cross Sell item could be a helpful additional purchase that is related to the item you are viewing. Example: Viewing an air filter - a Pre-filter could be shown as a Cross Sell item.

An Upsell item contains the item you are viewing, but may also have additional items. Example: Viewing an air filter – a maintenance kit could be shown as an Upsell item.

The Franzen SA6 is a precision chainsaw chain sharpening machine distributed exclusively in North America by Stens. Chains are sharpened in approximately 4 minutes with an average of 30 second setup time, freeing service technicians and other staff for other work. To learn more about the Franzen chain sharpener, click on “Franzen” from the top of any Stens webpage or contact your Stens sales representative or the customer service team at 800-457-7444 .

Click on the “Please Log In“ link to the right of the search box, then click on the link to “Reset your password” and follow the instructions.

If you still have problems logging into the website, choose the “Chat” feature at the top of any webpage or contact Stens Customer Service at 800-457-7444.

Yes. Your login id and password are stored in an encrypted format on your computer that only the Stens website can decrypt. If you share the computer with others in your business or home, anyone with access to that computer can log in as you, so it is recommended to only use the “Remember me” feature if you are the only person using the computer.

Contact Stens Customer Service through the CHAT feature on the website, email at stens@stens.com or Call 800-457-7444.

Stens has a 1 year parts and labor warranty on most parts. Any goods supplied to Stens direct customers are guaranteed to be defect-free in material and workmanship under normal use and service for 1 year from the date of purchase by the consumer.

• Warranty is applicable to and must be submitted by the Stens direct customer for warranty eligibility.
• Wheel motors and hydro pumps must be installed by a Stens Dealer to qualify for parts or labor warranty coverage.
• Labor costs are also covered under the one-year warranty when the associated part(s) are installed by a Stens Dealer.

For full warranty details or to file a warranty claim, click on “Warranty” within the My Account area of the site, or contact us at 800-457-7444.

A written warranty on consumer equipment can not be voided because an aftermarket part was used to repair or maintain that piece of equipment. A manufacturer cannot stop you from using aftermarket parts in the repair of its products or of any other manufacturer’s products. Unless you are specifically performing a repair that you will file a warranty claim with the manufacturer, we recommend that you use aftermarket.