Customer Service

Customer Service Contacts

Orders & Shipping: orders@newstaractive.com

Returns: returns@newstaractive.com

Support, Product or other information: support@newstaractive.com

Please be aware the support team for these e-mail address can only assist with website or online order issues and questions. Please contact your local New Star location for all other customer service issues.

NewStarActive.com

12933 Foothill Blvd

Sylmar, CA 91342

(818) 686-1777

 

Package Tracking

Once available, tracking information will be sent by the shipping carrier to the e-mail provided at time of purchase. If you have any tracking questions, please feel free to contact us at orders@newstaractive.com with purchase information (if available).

 

Shipping, Cancellations & Adjustments

We do our best to ship your order as soon as possible. Generally, items will ship within 1 business day but may take up to 2 business days. If you have any questions about your order, please contact orders@newstaractive.com.

Because we ship your order as soon as possible, we cannot guarantee order cancellations or changes to order. We will of course do our best to accommodate all such requests. Please reach out to us as soon as possible at orders@newstaractive.com with all purchase information and requested changes.

 

Free Shipping Information

When free 1-3 day shipping is offered, we use USPS First Class and Priority Mail shipping. New Star and the USPS does not guarantee shipping in 3 days using these services only that it is expected to ship in that period once USPS receives the package from our warehouse.

 

Online vs In-Store Discounts/Promo Codes

Online discounts and promo codes are not use-able at our physical locations unless specifically noted.

In-store discounts and promotions also do not apply to our website unless specifically noted.

 

Store Credit

Currently, In-store store credit may only be received and used in-store. In-store store credit may be used at any of our physical locations but is not use-able online.

Online store credit may only be received online and used online. Online store credit is not use-able in-store.

 

Damaged, Defective & Wrong Item

Please contact us at returns@newstaractive.com with purchase information if you find your item is damaged, defective, or wrongly shipped. We will gladly cover return shipping to quickly get you the item you are looking for whenever possible or a refund if we cannot. Items must be damaged, defective or wrongly shipped. We do not cover regular wear and tear or general buyer's remorse.

For information on all other returns, please visit our Returns Information page.

 

International Shipping

  • Currently, New Star only ships within the USA. We're sorry for the inconvenience.
  • When international shipping is offered, we can only ship to countries that are serviced by USPS International Shipping.
  • International customers are responsible for all customs charges, duties, sales tax or other fees as required by their local government and home country. Unfortunately, we cannot provide the exact cost of these fees. They should be available from your local government.

By submitting their order, the customer acknowledges he or she accepts all responsibility for all costs incurred for above such fees. Customer will be responsible for deliveries refused. We cannot refund in such instances.

  • To abide by law, we will declare your item at invoiced value. We cannot declare your order as gift.