Returns Policy

• You may return items in new condition purchased on ninestarsusa.com within 30 days of purchase date. 
• Customers are responsible for return shipping costs.
• We inspect all returned items. The product must be in new or unused condition with all original product inserts and accessories.
• Other returns (for reasons other than valid warranty claims, arrived damage and DOA) may be subject to shipping, handling, restocking, or restoration charges.
• Product returns are only authorized with an approved Return Merchandise Authorization (RMA) number provided by the Nine Stars Inc Customer Service Department.
• Please prepare the purchase order number and contact Customer Service Department via email support@ninestarsusa.freshdesk.com to request an RMA number.
• It is important to have this RA number written visibly on the outside of the packaging as unauthorized packages can be rejected due to internal safety reasons.

Shipping

Processing Times

All orders are processed within 2–3 business days of receipt. Orders are not processed or shipped from Friday, 1 pm PST through Sunday, or holidays.

If we are experiencing a high volume of orders or if your item(s) are out of stock, shipments may be delayed by a few days. If your shipment experiences a significant delay, we may contact you via email or phone.

Shipping Rates and Delivery Estimates

Shipping charges for your order will be calculated and displayed at checkout.

*We do offer complimentary standard ground shipping on all orders. Subject to change at any time. Expedited options are available during checkout at buyer's expense.

Shipment to P.O. Boxes

Nine Stars ships to addresses within the continental US. Due to the nature of our products, we DO NOT ship to P.O. boxes at this time. 

Shipment Confirmation and Order Tracking

You will receive a Shipment Confirmation email with your tracking number once your order has shipped. The tracking number will be active within 24 hours.

Customs, Duties and Taxes

Nine Stars is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the customer’s responsibility (including tariffs, taxes, and other costs).

Damages

Nine Stars is not liable for any products damaged or lost during shipping. If you received your order damaged, please file a claim with the shipment carrier. Save all packaging materials and damaged goods before filing a claim.

International Shipping Policy

We currently do not ship outside the continental US.

Incorrect Shipping Addresses and Refused Delivery

We make every attempt to validate the shipping address provided at checkout to ensure it’s recognized as a valid address by the USPS. If we cannot validate the address, we will try to contact the customer to provide an updated address. If we cannot update the address, the order will be canceled and refunded.

Nine Stars will not be held responsible if the customer provides the wrong shipping address and we cannot recover the package.

Missing or Stolen Shipments

If you didn’t receive your order, but the shipping carrier has reported that it was delivered, we advise that you contact your shipping carrier immediately. Nine Stars is not responsible for packages once they have departed from our facilities. 

어떻게 작동하나요?

제품 사용 설명 비디오를 시청해 주십시오:
https://ninestarsusa.com/pages/nova-info

UV 빛이 왜 켜지지 않나요?

우리는 안전 보호 모드를 설계했습니다. 쓰레기통의 뚜껑이 열려 있거나 뚜껑이 쓰레기통 본체에 부착되어 있지 않을 때, UV 빛은 자동으로 작동을 멈추어 눈을 보호합니다.

쓰레기통이 왜 아직도 냄새가 나지?

탈취 기능이 켜져 있는지 확인하고 쓰레기 봉투를 교체해 주세요.

이 비디오를 확인하여 탈취 기능을 켜는 방법을 확인해 주세요. 오른쪽의 설명 이미지를 보거나 제품 설명 비디오를 시청해 주세요.
https://ninestarsusa.com/pages/nova-info

고장난 쓰레기통에 대한 보증을 어떻게 요청할 수 있나요?

쓰레기통에 문제가 발생했다니 매우 유감입니다. 고객 서비스 팀에 연락해 주시기 바랍니다: 이메일: info@ninestarsusa.com 또는 전화
866-978-2778

Why does the lid not close by itself?

The lid may either be in manual mode or there was an error. To clear the issue, press the button on the right (Power button) to clear the issue and have the lid closed.

뚜껑이 반만 열리면 어떻게 되나요? 뚜껑이 열리지 않으면 어떻게 되나요?

공장 설정을 복원해 보시고, 전원을 뽑은 후 1시간 동안 그대로 두세요. 그런 다음 전원을 연결하고 시작 버튼을 눌러 쓰레기통을 켜세요.

The red light keeps flashing, what can I do to fix this?

The red light will flash when there is an error or malfunction. To clear this, do the following:

1. Check to make sure the lid is properly seated on the trash can.
2. Press the button on the right (Power Button) to manually open the lid and press it once more to manually close the lid.
3. This should clear the error and cause the lid to function normally again.

I charged the lid, why is it still not working?

The Ninestars Nova trash can requires to be plugged in at all times to operate normally. There are no batteries in the unit.

The uv light is not working, what am I doing wrong?

As a safety precaution, the Ninestars Nova trash can contains safety sensors to ensure the light does not turn on when the lid is not properly attached to the trash can body. Once the lid is properly placed on the trash can body, the lid should operate as normal which will be indicated by the blue LED being illuminated. 

The blue LED being illuminated indicates that the UV light is active.

My Ninestars Nova trash can is plugged in and the lid operates correctly but I never see the blue LED turn on. What am I doing wrong?

This would indicate that the trash can is operating in only motion mode with the UV function turned off. To turn the UV function back on, press the left (Mode) button until the blue LED turns on. Once the blue led turns on, the trash can is now operating in UV mode + motion sensor mode.