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FAQ

Category Questions
Shopping With Us

How can I find the products and/or solutions that fit my business need?

Shopping With Us

What product does Cisco offer me as a SMB customer?

Shopping With Us

What are the top-selling products in Cisco Start Marketplace?

Shopping With Us

Where can I find the latest promotions or deals?

Shopping With Us

Do I need to register to place an order?

Shopping With Us

Can I select different partner for an order?

Knowing Our Customer

What is Cisco's perspective on the SMB Market?

Knowing Our Customer

Is Cisco Start the right portfolio for SMBs?

Knowing Our Customer

How can I use technology to meet rising customer expectations?

Knowing Our Customer

How can Cisco Start help to increase my workforce productivity and/or mobility?

Knowing Our Customer

How do I protect my business from threats?

Knowing Our Customer

Are Cisco's solutions competitively priced for the SMB Market?

Knowing Our Customer

Can you share some real examples of SMBs who have deployed Cisco Start solutions successfully?

My Account

Why do I need an account and how can I create one?

My Account

How do I update or change password / email address / account information / personal profile?

My Account

What do I do if I have forgotten my login password?

My Order

How do I know if my order is confirmed?

My Order

What information is available in "My Orders"?

My Order

What does each order status mean?

My Order

Can I change my order?

My Order

Why can I not see the recent orders in my account?

Shipping & Packaging

Can I change my shipping method and/or address after an order is placed?

Shipping & Packaging

Can I purchase products and/or services in the Cisco Start Marketplace to be delivered to other countries (without Cisco Start Marketplace)?

Shipping & Packaging

Does Cisco Start Marketplace provide international delivery?

Shipping & Packaging

Does Cisco Start Marketplace provide PO Boxes delivery?

Shipping & Packaging

How is the shipping cost calculated?

Shipping & Packaging

What shipping carriers are available?

Shipping & Packaging

What is the estimated delivery time?

Shipping & Packaging

How are the items packaged?

Shipping & Packaging

How do you deliver multiple orders and/or packages?

About My Delivery

Will I get a delivery confirmation or notification in advance?

About My Delivery

Can I track my shipment?

About My Delivery

Why is my order delayed?

About My Delivery

What do I do with missing or incomplete shipments?

About My Delivery

What do I do if the shipped product is different from the ordered product?

About My Delivery

What do I do with overdue shipments?

Payment Information

What payment methods are available?

Payment Information

Is it safe to use a credit card / debit card?

Payment Information

What steps does Cisco take to prevent card fraud?

Payment Information

Does Cisco process the payment?

Payment Information

What are the payment terms?

My Payment

How can I add or update my payment methods?

My Payment

Can I change or edit my payment methods after I place an order?

My Payment

How do I know if my payment is successful?

Taxes

Do I have to pay sales tax / transaction tax?

Taxes

Will shipping be subjected to tax?

Invoice

How do I get a copy of the invoice?

Invoice

Why do I receive multiple invoices for an order?

Invoice

Will I see a breakdown of shipping cost and taxes on the invoice?

Pricing

Why do I see different prices for the same product?

Pricing

Is it cheaper to purchase online or through Cisco Start Marketplace?

Pricing

What if the online price drops after I purchase the product? Will I get a refund?

Pricing

Can I call the partner to get volume discount or lower price?

Pricing

Can I get an official quote for submission to my purchase department?

Product Support

Where can I see the product documentation or training?

Product Support

Are Cisco Start products and solutions easy to install?

Product Support

Where can I get live technical support?

Cancellation

Can I cancel my order / partial order?

Cancellation

How do I know if my cancellation request is successful?

Cancellation

Will I be charged any cancellation fee?

Return & Refund

What is the hardware return policy?

Return & Refund

How do I terminate subscribed services?

Return & Refund

How do I return my product?

Return & Refund

How do I get back the credit reversal?

Return & Refund

Will the shipping charges be refunded if I return my products?

Return & Refund

Will I be charged any administration fee / restocking fee for product return?

Contact Us

How do I find Partner's contact information?

Contact Us

What can I do if the partner declines my request?

Contact Us

What can I do if the partner has not fulfilled my order / stop responding?

Contact Us

How do I contact Cisco sales team for Non-Cisco Start products or other solutions that meet my business need?

Policies

What is your privacy and/or security policy?

Policies

What data and cookies does your site collect and how will that be used?

Policies

What are the terms and conditions for Cisco Start Marketplace?

Sorry, no results matched your search criteria(s). Please try again.

How can I find the products and/or solutions that fit my business need?
You may browse our bundles or products page designed to deliver enterprise-class network solutions that help steer SMBs toward business success here.

What product does Cisco offer me as a SMB customer?
You may download a copy of Cisco Start catalog for the full lineup of new products designed to deliver enterprise-class network solutions that help steer SMBs toward business success here.

What are the top-selling products in Cisco Start Marketplace?
You may refer to "Frequently Purchased Products" here.

Where can I find the latest promotions or deals?
You may check out our latest promotions here.

Do I need to register to place an order?
To place an order, you are required to have an account set up. For new customer, please refer to "Why do I need an account and how can I create one?" to perform a one-time registration. For existing customer, you may log into your account and place order.

Can I select different partner for an order?
Yes, you are allowed to add multiple products in cart with multiple partners.

What is Cisco's perspective on the SMB Market?
In collaboration with IDC, Cisco published a whitepaper entitled "IDC Executive Insights: SMBs shift into high gear for 2018". Download the whitepaper here.

Is Cisco Start the right portfolio for SMBs?
Cisco understands the business and IT needs of SMBs. Please visit the SMB Insights page to learn more about how we can prepare SMBs for the future.

How can I use technology to meet rising customer expectations?
Cisco understands the business and IT needs of SMBs. Please visit the SMB Insights page to learn more about how we can prepare SMBs for the future.

How can Cisco Start help to increase my workforce productivity and/or mobility?
Cisco understands the business and IT needs of SMBs. Please visit the SMB Insights page to learn more about how we can prepare SMBs for the future.

How do I protect my business from threats?
Cisco understands the business and IT needs of SMBs. Please visit the SMB Insights page to learn more about how we can prepare SMBs for the future.

Are Cisco's solutions competitively priced for the SMB Market?
Cisco Start offers range of affordable products and/or solutions that designed to help SMBs steering towards business success.

Can you share some real examples of SMBs who have deployed Cisco Start solutions successfully?
Airtasker is one such case study here in Australia. Learn more here.

Why do I need an account and how can I create one?
Your account will allow you to place an order and check the order status.
To create a new account, please follow the below steps:

  • Click on this link.
  • Fill in the required fields.
  • Click "Register" at the bottom of the form.
  • An email with account activation link will be sent to you.
  • Upon successful registration and account activation, you will receive an email with your User ID.

 

How do I update or change password / email address / account information / personal profile?
You may refer to this link to update / change account information here.

What do I do if I have forgotten my login password?
You may refer to this link for "Password Reset Help" here.

How do I know if my order is confirmed?
An order confirmation email will be sent to you after your successful payment transaction.

What information is available in "My Orders"?
You may find your order information, payment and shipping details:

  • Order Status
  • Order Info
  • Order Details
  • Payment
  • Purchase Partner
  • Lead Time

 

What does each order status mean?
Order status displays the latest information about your order:

  • Submitted - Your order has just been submitted. You will receive an order confirmation email.
  • Fulfilled - All order items (hardware/service) have been fulfilled.
  • Closed - Your order has been fully received.
  • Cancellation Requested - Your cancellation request has been submitted.
  • Cancelled - Your order has been cancelled. You will receive a cancellation confirmation email.
  • Cancelled by Partner - Your order has been cancelled by partner. You may contact the partner for more information.
  • Return Requested - Your return request has been submitted.
  • Return Approved - Your return request has been approved. You will receive a confirmation email with return instructions.

 

Can I change my order?
Once you submit your order, it immediately enters the order processing system, hence it is not possible to change the order in any way after submission. If you need to place an additional order, please visit our website to place another order.

Why can I not see the recent orders in my account?
Only orders through Cisco Start Marketplace will be captured under your account. If your Cisco Start Marketplace order does not appear in your account, please write to Cisco Support at start-marketplace@cisco.com with your order details.

Can I change my shipping method and/or address after an order is placed?
All accepted orders are considered final. To help prevent fraud, we do not allow change of shipping method and/or shipping address after order is accepted.
However, you may update the billing and shipping address for future orders by:

  • Logging into your account.
  • In the Menu, select "My Cisco Start Account".
  • Click on "Address Book".
  • Click on "Change Billing Address" or "Change Shipping Address".
  • Type in your new details and click "Save Address".

 

Can I purchase products and/or services in the Cisco Start Marketplace to be delivered to other countries (without Cisco Start Marketplace)?
All orders are to be shipped within the same country its ordered in. If Cisco Start Marketplace is not available in your country, please contact a local partner to purchase Cisco products and services.

Does Cisco Start Marketplace provide international delivery?
Cisco Start Marketplace currently does not support international delivery, products may only be delivered to a local address.

Does Cisco Start Marketplace provide PO Boxes delivery?
Cisco Start Marketplace currently does not provide PO Boxes delivery.

How is the shipping cost calculated?
Shipping prices are set by the Partner taking into consideration shipping method, weight, post code and total order value. Please contact the partner for more information.

What shipping carriers are available?
The partner works with industry leading carriers for each shipping method. You can choose the shipping method during the time of purchase. The partner will use the most appropriate carrier to deliver your order. A notification email will be sent to you once your order is shipped.

What is the estimated delivery time?
Estimated delivery date is a pre-calculated date that an order will be delivered to you at the shipping address provided. This may differ by partner and will be indicated at the time of purchase. This estimation is calculated based on:

  • Packing time - This is the time that it will take to assemble and/or pack your order for shipment.
  • Shipping method – This is the time the carrier will take to deliver your order after it has shipped.

 

How are the items packaged?
The partner works with industry leading carriers to ensure items are packaged per guidelines and are delivered in good condition.

How do you deliver multiple orders and/or packages?
Multiple Order Numbers: Depending on what products you ordered and their production times or availability, your order may be split into multiple orders and the products may have different estimated delivery time.

Multiple Packages: Depending on the products you ordered, they may require multiple boxes or packages to ship your product safely. These boxes or packages may be shipped to you in different deliveries.

Will I get a delivery confirmation or notification in advance?
A notification email will be sent to you once your hardware is shipped. You may also check the order status by:

  • Logging into your account.
  • In the Menu, select "My Cisco Start Account".
  • Click on "My Orders".
  • Click on the "Order ID" that you wish to check.

 

Can I track my shipment?
A notification email will be sent to you once your hardware is shipped. Please contact the partner if you need more information about the shipment.

Why is my order delayed?
There are several reasons that your order may be delayed:

  • Stock shortage: The partner may experience shortages on popular products.
  • Shipping method: Depending on the shipping method that you chose at the time of purchase, an estimated delivery date will be communicated to you.
  • Weather/Natural Disasters: These delays may impact Cisco suppliers or your order after it ships.

Please contact the partner for more information.

 

What do I do with missing or incomplete shipments?
Our partners work with industry leading carriers for each shipping method. In the event of missing or short shipments, please contact the partner to remediate.

What do I do if the shipped product is different from the ordered product?
Please contact the partner to remediate.

What do I do with overdue shipments?
Please contact the partner for more information. You may check the order status and partner information by:

  • Logging into your account.
  • In the Menu, select "My Cisco Start Account".
  • Click on "My Orders".
  • Click on the "Order ID" that you wish to check.
  • You can find out the order status and partner information.

 

What payment methods are available?
You may make payment by credit card / debit card (Visa, Master, AMEX only).

Is it safe to use a credit card / debit card?
Cisco does not handle or capture any sensitive card data of the customer in the Cisco Start Marketplace Platform. All customer information is safely managed by Stripe on behalf of the partner. Stripe is an American technology company that focuses on providing the technical, fraud prevention and payment infrastructure required to operate online payment systems. Please visit here for more information about Stripe. For Stripe's policy, please refer to this link.

What steps does Cisco take to prevent card fraud?
Cisco does not handle or capture any sensitive card data of the customer in the Cisco Start Marketplace Platform. All customer information is safely managed by Stripe on behalf of the partner. Stripe is an American technology company that focuses on providing the technical, fraud prevention and payment infrastructure required to operate online payment systems. Please visit here for more information about Stripe. For Stripe's policy, please refer to this link.

Does Cisco process the payment?
No, all payments are processed by Stripe on behalf of the partner. Please visit here for more information about Stripe. You may also contact the partner on questions related to Stripe or your order payment.

What are the payment terms?
When a customer order is confirmed, Stripe shall collect upfront payment for the total sum of the order including shipping charges and taxes. There is no extended payment term option available.

How can I add or update my payment methods?
Cisco does not handle or capture any sensitive card data of the customer. All payment information is safely managed by Stripe on behalf of the partner. To keep your payment card details for future purchases, please check "Remember Card" during checkout.

Can I change or edit my payment methods after I place an order?
All accepted orders are considered final with upfront payment for the total sum of the order including shipping charges and taxes collected by Stripe. To change or edit payment method, you need to cancel your order before it ships and place a new order with the correct payment method. However, cancellation is at the partner’s discretion in accordance to the terms of sale.

How do I know if my payment is successful?
As soon as your payment is successful, an order confirmation email will be sent to you. Please check your email regularly (including "Junk" and "Spam" mail folders).

Do I have to pay sales tax / transaction tax?
The partner is required by law to collect GST that applies to your order. All pricing is inclusive of taxes, unless stated otherwise.

Will shipping be subjected to tax?
The partner will calculate and apply the relevant taxes to you as per the applicable tax law.

How do I get a copy of the invoice?
You may find your order summary and details in "My Orders". You will also receive a copy of your invoice from the partner via email once your order has been fulfilled. In the event you cannot find your invoice, please contact the partner for a copy.

Why do I receive multiple invoices for an order?
You will receive multiple invoices if you have purchased from multiple partners. Each partner will be issuing their respective invoice.

Will I see a breakdown of shipping cost and taxes on the invoice?
This depends on the partner you have selected and whether they are required by law to display shipping cost and taxes as separate line items on the invoice. Please contact the partner if you require additional details on your invoice.

Why do I see different prices for the same product?
Different partners may offer different promotions or deals on the Cisco Start Marketplace.

Is it cheaper to purchase online or through Cisco Start Marketplace?
It depends on the final price and/or promotions offered by the partners.

What if the online price drops after I purchase the product? Will I get a refund?
All accepted orders are considered final. We do not offer price matching or refunds.

Can I call the partner to get volume discount or lower price?
All prices are final on Cisco Start Marketplace and for a limited time only, no offline quotes or calls will be entertained.

Can I get an official quote for submission to my purchase department?
At the moment, no offline quote will be provided on Cisco Start Marketplace promotions.

Where can I see the product documentation or training?
You may find all Cisco Start Marketplace product related information at here.

Are Cisco Start products and solutions easy to install?
Yes! The Cisco Start portfolio consists of easy-to-configure products with simple setup. If you need any help, you can find support resources designed just for you here.

Where can I get live technical support?
Please contact the partner for support.

Can I cancel my order / partial order?
All accepted orders are considered final. Customer may submit a cancellation request before shipment, but cancellation is at the partner’s discretion in accordance to the terms of sale. To submit a cancellation request:

  • In the Menu, select "My Cisco Start Account".
  • Click on "My Orders".
  • Click on the "Order ID" that you wish to cancel.
  • Click on "Request Cancellation".
  • Fill in your reason to request for cancellation.
  • Click on "Request Cancellation" again.

Once the order is shipped, it cannot be cancelled. You may check the status of your order by:

  • Logging into your account.
  • In the Menu, select "My Cisco Start Account".
  • Click on "My Orders".
  • Click on the "Order ID" that you wish to check.

 

How do I know if my cancellation request is successful?
A cancellation confirmation email will be sent to you upon successful cancellation.

Will I be charged any cancellation fee?
All cancellations are at the partner’s discretion in accordance to the terms of sale.

What is the hardware return policy?
All accepted orders are considered final. Please refer to Partner's Terms and Conditions for the return policy here.

How do I terminate subscribed services?
All services orders are final, non-cancellable and non-refundable.

How do I return my product?
To return hardware product, please follow the below steps:

  • Log into your account
  • In the Menu, select "My Cisco Start Account".
  • Click on "My Orders".
  • Click on the "Order ID" that you wish to return.
  • Click on "Request Return".
  • Fill in your return reason.
  • Click on "Request Return" again.
  • If the request is accepted, an acceptance email will be sent to you.
  • Follow the email instructions to return the product.

Please note that shipping charges for return will be borne by customer, unless agreed by the Partner.

 

How do I get back the credit reversal?
All cancellations or returns are at the partner’s discretion and credit reversals will be settled in accordance to the terms of sale.

Will the shipping charges be refunded if I return my products?
Shipping charges are not refundable in accordance to the terms of sale.

Will I be charged any administration fee / restocking fee for product return?
All returns are at the partner’s discretion in accordance to the terms of sale.

How do I find Partner's contact information?
To contact the partner for product or general enquiries, please follow the steps below:

  • Visit Cisco Start Marketplace website
  • In the Menu, select "Shop Products"
  • Click on "Partner Locator"

To find out the partner for your order, please follow the below steps:

  • Log into your account.
  • In the Menu, select "My Cisco Start Account".
  • Click on "My Orders".
  • Click on the "Order ID" that you wish to check.
  • You can find out the partner for your order and the contact information.

 

What can I do if the partner declines my request?
All accepted orders are considered final. It is at the partner’s sole discretion to accept or decline a request in accordance to the terms of sale.

What can I do if the partner has not fulfilled my order / stop responding?
Please write to Cisco Support at start-marketplace@cisco.com with your details.

How do I contact Cisco sales team for Non-Cisco Start products or other solutions that meet my business need?
You may contact Cisco at 1800 134 349 or alternatively visit the Let Us Help section (LUH) here.

What is your privacy and/or security policy?
You may refer to Cisco Online Privacy Statement at this link.

What data and cookies does your site collect and how will that be used?
You may refer to Cisco Cookie Policy at this link.

What are the terms and conditions for Cisco Start Marketplace?
You may refer to the Terms & Conditions at this link.