Frequently Asked Questions (FAQ)

To make it easy to partner with Stens, we’ve created a list of Frequently Asked Questions for using the Stens website, and the corresponding Answers.

How do I buy parts from Stens?

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.

How do I get a printed Stens Catalog?

Click on the “Chat” feature at the top of any Stens webpage, send us an email, or give Stens Customer Service a call at 800-457-7444.

What is the contact information for Stens?

Stens
1919 Hospitality Drive
Jasper, Indiana 47546
Phone: 800-457-7444
Fax: 800-222-7836

Where do I mail my payment?

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

Stens
P.O. Box 74771
Chicago, IL 60694-4771
You can also pay online using your checking account. Click “Pay Account” from the top of any Stens webpage and select “Checking Account” as your payment type.

I want to contact Stens by email, what is the Stens email address?

stens@stens.com

How do I place an order?

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.

What is the difference from the “Large Order Form” and “Quick Order” links?

“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.

I forgot my password, how do I find out what it is?

Click on “Customer Log In“ at the top of any screen, then click on the link to “Reset your password”. Specify the email associated with your account and an email containing an link to reset your password will be sent. Click on the link to reset your password.

Passwords must be at least 6 characters long, and have at least one number and one letter.

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.

How do I change my email address?

Click on the “Chat” feature at the top of any webpage, or contact Stens Customer Service at 800-457-7444.

Is it safe to select “Remember me” on the login page?

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, 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.

Where can I get part pricing and availability?

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

I can't open my email statement?

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.

Can I get a copy of the Stens part pictures?

Yes! From the “My Account” information at the top of any webpage, click “Product Info and Images”. Select the link for the size of images you want, and the file will download. Images are named with the part number as the leading values.

The Stens logo, Stens part images, and Stens information are covered by the Stens Licensing Agreement. A Stens Licensing Agreement must be completed and signed by an authorized person from your business before digital information from Stens may be used by your business for marketing or sales purposes.

If you are unsure if you have completed a Stens Licensing Agreement, contact your Stens Sales Representative or Stens Customer Service at 800-457-7444.

Can I get electronic copy of the current part prices?

Yes! From the “My Account” information at the top of any webpage, click “Price Lists” and select the file for the information you are requesting.

How do I find a Stens part?

Type the Stens part number, an OEM part number, or another aftermarket part number in the search field, then click on the search icon to have the Stens part displayed.

You can also click on “Specs”, “Brands” or “Products” from the top of any webpage, and select the information about the parts you are wanting to view.

How do I find a Stens part number if I only know the OEM or a Competitor part number?

Type the an OEM part number, or another aftermarket part number in the search field, then click on the search icon to have the Stens part displayed.

You can also click on “Specs”, “Brands” or “Products” from the top of any webpage, and select the information about the parts you are wanting to find.

How do I get a printed copy of a Material Safety Data Sheet (MSDS) for a product purchased from Stens?

From “Resources”, click “MSDS” and select your product to view MSDS information. Use your browser print feature to easily print this information.

What is “Filter by Part Information” to the left of items when I search?

To filter and narrow the items displayed and best provide the specific part you are wanting, click on one or more of the following:

  • “Select Brand” - Brands for parts listed will be presented and when a specific brand is chosen, only those parts associated with a the brand will remain (only brands associated with the parts in the initial list will be presented for this left-side filtering selection)
  • “Category” - 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” - Filtering by dimension information related to parts being displayed. Click on the plus sign (+) to expand selections.

Can I pay my account balance on the Stens website?

Yes! Click “Pay Account” from the top of any Stens webpage. You can view your account balance under “Pay Account”.

How do I reprint an Invoice?

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

Select the timeframe search criteria and any filters on the invoices, click on the Invoice Number desired, and a pdf of the invoice will display for easy 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.

How do I find what orders I have placed?

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.

How do I track a shipment?

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.

How do I find backordered items?

Click “My Account” and select “Backordered Items”. Choose the timeframe for the search and optionally select PO Number and Sales Order Number to further filter the information displayed.

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.

What is the phone number for Stens?

800-457-7444

Where do I mail my payment?

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

Stens
P.O. Box 74771
Chicago, IL 60694-4771

You can also pay online using your checking account. Click “Pay Account” from the top of any Stens webpage and select “Checking Account” as your payment type.

Can I pay on my account by Credit Card?

Yes! Click “Pay Account” from the top of any Stens webpage and select “Credit Card” as your payment type.

What is an abandoned cart?

If your computer was closed or turned off, or your browser was closed while shopping on the Stens website, the items in your cart are saved for you.

To view the items saved in your “Abandoned Cart”, click on “My Account” from the top of any Stens webpage and select “Abandoned Cart”.

What is a Parts list?

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.

What does “Fits” mean that is displayed in parts information?

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

What does “Replaces OEM” mean that is displayed in parts information?

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

What are related items that show with parts and on the checkout page?

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.

How do I change the information on my account?

To make changes to your account, call the Stens Customer Service team at 800-457-7444.

What is a Drop Ships?

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.

What is a “NEW” item?

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

What is a Companion?

A Companion item goes hand-in-hand with the part it is associated with. For example, a pre-filter is a companion to an air filter.

What is a Cross Sell

A Cross Sell item is something that could be helpful and is recommended for purchase along with the parts they are associated with.

What is Single?

A Single is the same item in a quantity of 1 instead a multi-pack quantity.

What is a Shop Pack?

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

What is a Substitute?

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

What is Product Information Feedback?

Product Information Feedback allows you to send information specifically about parts to the Stens Technical Support team. Your information is used to add/change/remove parts from the Stens offering to provide quality and appropriate parts to Stens customers.

What is a Franzen?

The Franzen is a chainsaw chain sharpening machine that is distributed exclusively by Stens in North America. The machine precisely sharpens all types of chains and will free service technicians and other staff for other billable jobs. Chains are sharpened in approximately 4 minutes, with an average of 30 second setup time.

To learn more about the Franzen chain sharpener, click on “Franzen” from the top of any Stens webpage.

Contact your Stens representative or the Stens customer service team at 800-457-7444 for more information.

What is the Stens Parts Warranty?

Stens has a 1 year parts and labor warranty on most parts.

For full warranty details or to file a warranty claim, click on “Warranty” from the top of any Stens webpage.

What is SSL?

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'?

'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.

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

There could be several reasons you are encountering this problem. Internet Explorer is not handling session cookies like it should. Stens recommends using the Chrome or Mozilla Firefox as a browser.
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.

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Living the Stens vision, "Passionate People...Astounded Customers," requires that employees press on to exceedingly higher performance levels and develop a culture with leaders at every level...more