If you need help with a New Balance order, return, refund, shoe sizing, missing package, damaged item, product defect, warranty question, store purchase, gift card, account login, or customer service complaint, start with the correct New Balance support route. Order and product issues can involve order numbers, tracking numbers, delivery addresses, payment details, product photos, and return labels, so contact New Balance directly and avoid posting private order information online.
New Balance Customer Service Phone Number and Support
New Balance lists its main customer service phone number as 1-800-595-9138. New Balance customer service hours are Monday through Friday, 9 a.m. to 9 p.m. EST, and Saturday through Sunday, 9 a.m. to 6 p.m. EST. New Balance also offers live chat through the chat bubble on its official website.
- New Balance customer service phone number: 1-800-595-9138
- Customer service hours: Monday-Friday, 9 a.m.-9 p.m. EST; Saturday-Sunday, 9 a.m.-6 p.m. EST
- Live chat: Available through the chat bubble on NewBalance.com during posted support hours
- Customer service page: New Balance Customer Service
- Contact form: Contact New Balance
- Track an order: New Balance Order Status
- Start a return: New Balance Returns
- Find a store: New Balance Store Locator
- Size guide: New Balance Size Guide
- Corporate office: New Balance Athletics, Inc., 100 Guest Street, Boston, MA 02135
For the fastest help, have your order number, email address, shipping ZIP code, product style number, size, purchase date, and photos ready before contacting New Balance.
Choose the Correct New Balance Support Route
Use the route below that best matches your New Balance issue.
- Order tracking: Use the New Balance order status page with your order number, billing last name, and shipping ZIP code.
- Missing or delayed package: Check tracking, allow time for carrier updates, then report the delivery issue through New Balance support.
- Return or refund: Use the New Balance returns page or bring eligible items to a New Balance or New Balance Factory store.
- Wrong item or damaged shipment: Contact New Balance with photos of the item, packaging, label, and order details.
- Defective product or warranty issue: Use the contact form category for return/defective equipment or contact customer service.
- Shoe sizing or width question: Use the size guide, product page fit notes, or customer service before ordering.
- In-store purchase: Return eligible items to a New Balance or New Balance Factory store with a receipt or order confirmation.
- Gift return: Contact New Balance customer service to ask about gift-card refund options.
- Counterfeit product concern: Use official New Balance resources and avoid third-party listings that look suspicious.
What to Have Ready Before Contacting New Balance
Having the right details ready can help New Balance locate your order, return, product issue, or warranty claim faster.
- Your New Balance order number
- The email address used on the order
- Billing last name and shipping ZIP code
- Tracking number, if available
- Product name, style number, color, size, and width
- Purchase date and purchase location
- Receipt, packing slip, or order confirmation email
- Photos of damage, defects, packaging, labels, outsole wear, or wrong item received
- Return label or return tracking number, if already started
- Gift card details, if relevant
- Case number from any prior New Balance contact
Do not post order numbers, tracking numbers, gift card numbers, delivery addresses, phone numbers, email addresses, payment details, return labels, or photos showing private information in public reviews.
Common Reasons Customers Contact New Balance
- Tracking an online order
- Missing, late, or damaged packages
- Wrong item received
- Starting a return
- Refund status
- Product defects or warranty questions
- Shoe sizing, width, and fit questions
- Store purchase returns
- Gift returns and gift cards
- Account login and membership questions
- Promo code or discount problems
- Custom uniform or team store questions
- Counterfeit product concerns
Order Tracking, Shipping, and Delivery Help
New Balance allows customers to track orders by logging into an account or by using the order number, billing last name, and shipping ZIP code. In-stock items generally ship within two business days, and customers receive a shipping confirmation email with tracking when the order ships.
If your order says delivered but you cannot find it, first verify the shipping address in the order confirmation, check mailrooms, porches, building offices, neighbors, and carrier delivery notes, then report the delivery issue if the package is still missing.
Returns, Refunds, and Exchanges
New Balance accepts returns of eligible merchandise in new condition within 45 days of shipment for online purchases or purchase for in-store purchases. A valid receipt, order confirmation email, or packing list is required, and New Balance reserves the right to refuse worn or damaged merchandise.
Online orders can be returned online or in-store at a New Balance or New Balance Factory store. In-store returns are free and usually receive an immediate refund. Shipped online returns are free for New Balance members; non-member online returns may be subject to a $5 restocking fee deducted from the refund.
New Balance does not offer direct exchanges for online orders. Instead, customers generally return the original item and place a new order for the replacement item, size, width, or color.
Damaged, Defective, or Wrong Item Received
If your New Balance order arrives damaged, incorrect, defective, incomplete, or not as described, contact New Balance customer service as soon as possible. Keep the item, box, packaging, packing slip, and shipping label until customer service confirms the next step.
Photos are especially helpful for visible defects, wrong products, damaged boxes, missing shoes, mismatched sizes, damaged apparel, or quality issues. Ask whether the issue should be handled as a return, replacement, warranty review, carrier claim, or defective-equipment review.
New Balance Warranty and Product-Defect Help
New Balance product-defect and warranty questions may depend on the item, purchase date, purchase location, product type, condition, and whether the product was purchased from NewBalance.com, a New Balance store, or another retailer.
For some tennis shoes, New Balance offers a limited NDurance rubber outsole warranty program when specific qualifying shoes wear through the hard-court outsole within six months of purchase. Claims must follow New Balance’s instructions, and shoes submitted without the required email notification may be returned without inspection.
For product defects, contact New Balance customer service with your receipt, product details, photos, and purchase date. If you bought the product from another retailer, you may need to start with that retailer’s return or warranty process.
Sizing, Widths, and Fit Questions
New Balance is known for offering many shoes in multiple widths, but sizing and width availability can vary by model, gender category, sport, style, and color. Use the official size guide and product page details before ordering.
If you are between sizes, need wide or extra-wide shoes, use orthotics, or are buying for running, walking, work, tennis, pickleball, training, or everyday wear, contact customer service or visit a New Balance store for fit help when possible.
Store Purchases, Store Pickup, and Local Store Issues
Items purchased in a New Balance store or at a New Balance-hosted event generally need to be returned in-store or at the event. Online purchases can often be returned to a New Balance or New Balance Factory store with a packing slip or order confirmation.
If your issue involves local store service, store pickup, in-store inventory, a store return, or a store refund, contact the store directly or use New Balance customer service if the store cannot resolve the issue.
Gift Cards, Membership, and Promo Code Help
New Balance customer service can help with gift cards, account login, membership, order text updates, promo codes, and discount questions. If a gift return is approved, New Balance may provide an electronic gift card depending on the return type and proof of purchase.
If a promo code did not work, save the code, terms, expiration date, item name, and screenshot of the checkout error. Some promotions exclude certain styles, limited releases, collaborations, gift cards, sale items, or non-New Balance products.
Counterfeit Product and Shopping Scam Warnings
Be careful with fake New Balance websites, counterfeit sneakers, fake customer service numbers, fake delivery texts, social media ads, and marketplace listings that use New Balance images without being authorized sellers. Scammers may try to steal payment details, login information, or personal delivery information.
- Use NewBalance.com, official New Balance stores, or trusted authorized retailers.
- Do not click suspicious order, refund, delivery, or promo-code links.
- Do not share your password, verification code, full card number, gift card number, or order information with unknown callers.
- Be cautious of unusually low prices on limited-release or high-demand New Balance shoes.
- If a tracking or delivery message looks suspicious, go directly to the official New Balance order status page.
- If your payment card was entered on a suspicious site, contact your card issuer immediately.
How to Escalate a New Balance Complaint
If New Balance customer service does not resolve your issue during the first contact, ask for a case number and request escalation to the correct team. Depending on the issue, this may be order support, returns, refunds, delivery issues, product defects, warranty review, store operations, gift cards, promotions, account support, or customer relations.
Keep a written timeline with order dates, delivery dates, support contacts, case numbers, representative names if provided, tracking numbers, photos, return labels, refund confirmations, and promised follow-up dates.
If the issue needs corporate-level review, you may also use the New Balance Corporate Office Headquarters page linked below for headquarters and escalation information.
New Balance Reviews and Complaints on CustomerServiceNumbers.com
CustomerServiceNumbers.com could not confirm the current New Balance review count during the latest page check, so this section should be verified in WordPress before publishing. Until current CSN reviews are confirmed, avoid making broad claims about New Balance customer review trends.
When leaving a review, describe the product, order issue, support route used, how long it took, whether New Balance resolved the problem, and what other customers should know. Do not post order numbers, tracking numbers, payment details, gift card numbers, delivery addresses, phone numbers, emails, return labels, or photos that reveal private information.
Related Shoes and Athletic Apparel Customer Service Pages
- Nike Customer Service
- Adidas Customer Service
- Amazon Customer Service
- New Balance Corporate Office Headquarters
- Identify Unknown Retail or Card Charges on ChargeOnMyCard.com
- Report or Research Shopping Scams on ThinkItsAScam.com
- Share Broader Product Reviews on ZeroStars.org
New Balance Customer Service FAQs
What is the New Balance customer service phone number?
The New Balance customer service phone number is 1-800-595-9138.
What are New Balance customer service hours?
New Balance lists customer service hours as Monday through Friday, 9 a.m. to 9 p.m. EST, and Saturday through Sunday, 9 a.m. to 6 p.m. EST.
Does New Balance offer live chat?
Yes. New Balance offers live chat through the chat bubble on its official website during posted support hours.
How do I track a New Balance order?
Use the New Balance order status page with your order number, billing last name, and shipping ZIP code, or log in to your New Balance account.
What is the New Balance return policy?
New Balance accepts eligible returns in new condition within 45 days of shipment for online purchases or purchase for in-store purchases. Final sale and non-returnable items cannot be returned.
Can I return New Balance online orders in a store?
Yes. Online orders can generally be returned to a New Balance or New Balance Factory store with a packing slip or order confirmation email.
Does New Balance charge a return fee?
In-store returns are free. Online shipped returns are free for New Balance members, while non-member online returns may be subject to a $5 restocking fee.
Where is New Balance headquartered?
New Balance Athletics, Inc. is headquartered at 100 Guest Street, Boston, MA 02135.
Page Update Note
This New Balance customer service page was updated on June 26, 2026, to reflect current New Balance customer service phone number details, customer service hours, live chat availability, order tracking, shipping guidance, returns, refunds, warranty and product-defect support, sizing help, scam warnings, COH link information, and CSN review-status verification notes.
Why Trust CustomerServiceNumbers.com?
CustomerServiceNumbers.com has helped consumers find customer service phone numbers, company contact details, and consumer review information since 2004. CSN is independent and is not affiliated with New Balance, New Balance Athletics, Inc., NewBalance.com, or any company listed on this website.
Our goal is to help readers find the correct support route, compare customer service experiences, and share reviews that may help other consumers. For orders, returns, refunds, product defects, warranty claims, sizing issues, delivery problems, or account-specific questions, always verify details directly with New Balance before taking action.
Share Your New Balance Customer Service Experience
Have you contacted New Balance about an order, return, refund, missing package, wrong item, damaged product, defective shoe, warranty claim, sizing issue, store purchase, gift card, promo code, or online account problem? Share your experience below to help other shoppers.
Privacy reminder: Do not post your New Balance order number, tracking number, delivery address, phone number, email address, payment information, gift card number, return label, photos showing private information, or any other sensitive order details in a public review.
Customer Service Numbers Disclaimer
CustomerServiceNumbers.com is not affiliated with New Balance, New Balance Athletics, Inc., NewBalance.com, or any New Balance store. This page is for informational and consumer-review purposes only. Phone numbers, support hours, shipping rules, return policies, warranty terms, product availability, store policies, fees, and website links can change. Always confirm important details directly with New Balance before taking action.
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