In order to server you better, we encourage our customers to read through these Frequently Asked Questions.

I get a 'Page cannot be displayed' error. What can I do? (top)

If you are logging in or ordering from us and are using Internet Explorer, this is a known problem with that browser when submitting information over a secure connection. Just click the 'Back' button and re-submit the form. If ordering, your order will not be placed twice.

If you are persistently having problems try upgrading to the latest version of Internet Explorer or you could try using Netscape, which works reliably.

What is SSL? (top)

SSL stands for 'Secure Sockets Layer' and it is important for keeping information safe and secure over the internet. More information on SSL and how Stens uses it can be found here.

What are 'cookies'? (top)

'Cookies' are small pieces of information that are saved by your internet browser. You need these enabled in order to log in to the Stens website and to use the 'Remember my login' feature. More information on cookies can be found here (off-site link).

When I login it kicks me right back out. What am I doing wrong? (top)

There could be several reasons you are encountering this problem.

• Internet Explorer is not handling session cookies like it should. Stens recommends using the Mozilla Firefox browser. You can download it here.
• Internet Explorer is not handling session cookies like it should. To fix this open Internet Explorer and click on Tools=>Options. Then select the Privacy tab and click on the Advanced button. Check the box that says "Override automatic cookie handling" and the box that says "Always allow session cookies."
• All possible critical updates for Windows have not been installed. Please download and install all the critical updates posted by Microsoft by going here.
• Your account is not setup for online ordering. If this is the case call customer service assistance or click here.
• Your account has been flagged. If this is the case call customer service or your sales rep for assistance.

Where can I order parts? (top)

To order parts quickly and simply online, please click here. If you have your order prepared as a text file to upload to us, click here.

Where can I see my account information? (top)

To get information on your account such as account history, current statement, or email preferences, please click here.

Where can I get pricing and availability? (top)

You can get pricing and availability when you start placing an order. Please click here to start.

Where can I download my pricing information? (top)

To download your pricing information, please click here.

What is the DealerNet? (top)

The DealerNet is what we call our private section for our customers. It contains things like online ordering, account and past order information etc. For most things under the DealerNet, you will need a DealerNet password to access them.

How do I sign-up for the DealerNet? (top)

If you are already a Stens customer and reside in the United States or Canada, you can use our DealerNet Sign-Up form. If you are an international customer, please contact Customer Service at 1-800-457-7444 to perform your DealerNet Sign-Up. If you are not a Stens customer but are interested in becoming one, please click here.

I forgot my password, how do I get it back? (top)

If you are already a registered DealerNet user, have forgotten your DealerNet password and would like it emailed to you, please use this form. Please note however, that you must have a valid email address on file with us to do this. If that email address is no longer valid you will need to contact Customer Service (or by phone 1-800-457-7444) and get your information updated with us.

How do I change the email address that you have on file? (top)

To change the email address you have registered with us, please use this form. Please note this requires a valid DealerNet login. If you have lost your password AND do not have correct email address on file with us, call Customer Service at 1-800-457-7444.

If I use the 'Remember my login' feature, is it safe? (top)

If you use the 'Remember my login' feature, your login information (customer number, ship-to and password) are stored in an encrypted format that only the Stens website can decrypt. So, your login information is kept very safe. Be aware though that anyone with access to that computer can log in as you! So only use the 'Remember my login' feature if you are at a machine accessible only by yourself or trusted users.

What is the 'Use Saved' button? (top)

If you have a saved login and log out of the DealerNet, you can click on the 'Use Saved' button to automatically log you in again with those saved details.

How do I remove the saved login from this computer? (top)

To remove the login cookie permanently from this computer, click here.

How do I become a Stens Dealer? (top)

To become a Stens Dealer, please use the Dealer Inquiry form and provide as much information as possible.

How do I get a printed Stens Catalog? (top)

You can get a Stens Catalog by using this form.

What is the contact information for Stens? (top)

The contact information for Stens is:

I want to contact Stens by email, what is your address? (top)

Please use this form to contact Stens by email.

I can't open my email statement? (top)

This happens if you are using Microsoft Outlook Express 6. Here are a few workarounds for this problem.

• You can right click on the email statement that you received from Stens and select Forward; this will show the attachment. Double click the attachment to view it or save it to your hard drive.
• Outlook Express does not allow you to open attachments by default. Instructions on how to disable this function can be found here.
• Stens recommends using the Mozilla Thunderbird email client. You can download it here.

What is a Pre-Season Order? (top)

A minimum order of $1000 placed between October 1, 2008 and February 28th, 2009. Pre-season orders require a minimum of 15 days for delivery and if credit is approved may qualify for dating terms.

What is the 'Maximum Results Per Page' box used for? (top)

Changes the maximum number of items you are able to view per page.

How do I use the OEM/Word Search? (top)

This method of searching is helpful if you do not have either the Stens or OEM part number. From this search you can either select a specific OEM name from a drop down list or search All OEM's. You can also enter a Keyword(s), which will look for the keyword(s) in the Item Description, or select a predefined Category from a drop down list, which will look for items defined to the selected category.

How do I use the Cross Reference? (top)

If the Stens, OEM, or Karcher part number is known, this search can be used.

• By Stens Part No - enter the Stens part number.
• By OEM Part No - enter the OEM part number.
• By Karcher Part No - enter the Karcher part number.
• By Competitor Part No - enter the competitor part number.

How do I use the Table Of Contents? (top)

When the OEM Name or specific part number is not known, a part can be identified by selecting from a table of contents. The table of contents consists of a list of groups and is further broken down by one or more categories.

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