To register your Nine Stars product, go to Product Registration

Registering your Nine Stars device gives you access to phone and/or online support and validates the hardware warranty. Registering your product allows you to:

• Register Nine Stars products
• Update your contact information
• Submit online requests for support
• Check RMA status should you need to return a product

Nine Stars uses your registered information to:

• Validate support eligibility and hardware warranty
• Assist in the support of your home network
• Gather general consumer graphics

My motion sensor lid is not working properly. What should I do?

Please try the 24 hour factory reset to your unit.  

The 24 hour factory reset goes as follows:  

Start by switching off the unit.  

Then remove the batteries from its compartment for a full 24 hours.  

During the 24 hours while the unit is off, you can wipe down the sensor with a damp cloth or disinfecting wipe.  

Once the 24 hours have passed you can insert good working batteries to the unit and switch it back on.  

The unit should be reset and work properly.  

Where can I find my model number?

If you are experiencing difficulties locating your unit model number, you may obtain it from the following places:  

1. The User Manual under Overview you will find the Model number. 
2. Inside the Battery Compartment 
3. Inside the Lid, it may be imprinted/stamped on the interior. 

Our model numbers will start with DZT, OTT, SOT, or TTT. 

Send email to support@ninestarsusa.freshdesk.com with:

• The subject line "Problem with my Nine Stars account"
• The description of the issue you are experiencing
• Your full name and contact information

Our Customer Service team will gladly resolve your problem!

You have 30 days from the purchase date to contact us so that we may be able to authorize the return of your order. 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.

Once your order is received at our facility, you will receive a refund for the amount that was paid for the returned item itself. We will process the refund back to the original method of payment. The original shipping fee is not refundable. All merchandise must be unused and in the same condition it was received. There will be a 25% handling fee deducted if the product is deemed used or there is damaged to the product or packaging.

Unfortunately, Nine Stars is unable to offer exchanges. However, you are able to return your order within 30 days from the purchase date. You are also able to place a new order for the desired item before or after we have processed your pending refund, as this is processed as a separate transaction.

You are able to contact us via various methods. You are able to contact us via online by filling out our Help & Support form. If you would like to speak to one of our representatives, please feel free to email our customer service department at support@ninestarsusa.freshdesk.com. Our business hours are Monday through Friday 9:00 am to 5:30 pm Pacific Standard time. Please note we are closed to observe certain holidays. We look forward to hearing from you to help answer any questions or concerns regarding our products.