OFF-BOARDING CUSTOMER PROCESS

Ensure a smooth transition with our simple off-boarding procedure. Review the off-boarding ticket from our IT Team, share your return address, pay shipping costs, and await confirmation. We'll handle the packing and shipment, and you can track the delivery. Don't forget to contact us if you have questions. 

Note: Timely action is essential to avoid storage fees.

Step 1:  

Off-Boarding Helpdesk Ticket - Carefully read the off-boarding ticket opened and sent by our IT Team through our helpdesk ticketing system. This ticket contains important information about retrieving your hosted equipment.

• Go to https://stellarforgemining.freshdesk.com/support/tickets to find the ticket that was sent from the IT team and click on by clicking here which will take you to the form needed to collect your return address information.

Prior to off-boarding and shipment of equipment, the following steps must be completed.

Step 2:  

Provide Return Address - Fill out the ‘End of Service - Equipment Return Shipping Address’ form. Make sure to provide an accurate address, including details such as suite or apartment number, city, state, and zip code.

Step 3: 

Pay Shipping and Handling Costs - Stellar Forge’s Accounting Department will calculate and arrange the shipping and handling costs. An invoice with this cost will be emailed to the primary email address on your account. These costs need to be paid in advance before the return process can be initiated

The invoice will be updated as paid on the top left and no remaining is left.

Step 4: 

Wait for Confirmation - Once Stellar Forge’s Accounting Department receives payment for shipping invoice the off boarding of equipment will be confirmed. At the end of service, our installation team will start packing your equipment for shipment.

Step 5: 

Track Your Shipment - Stellar Forge will provide you with the tracking number(s) once your equipment has left the facility with the carrier service. Use this number to monitor the progress of your shipment. 

Reminder: Please be aware that the risk of loss during shipping will be borne by you as per our terms and conditions.

Step 6: 

Receive Your Equipment - Once the shipment arrives, check your equipment to make sure everything is in order.

Step 7: 

Contact if Needed - If you have any queries or concerns during this transition, don’t hesitate to contact us at [email protected]

Reminder: If you do not arrange for your equipment to be removed from our facility within thirty (30) days from the date of service end, a storage fee may be charged.