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. 

How to operate?

Please watch the product instruction video:
https://ninestarsusa.com/pages/nova-info

Why does the UV light not turn on?

We have designed a safety protection mode. When the lid of the trash can is open or when the lid is not attached to the trash can body, the UV light will stop working automatically to avoid UV from hurting your eyes.

Why does the trash can still smell?

Please make sure the deodorizing function is on and replace the garbage bag.

Please check this video how to turn on the deodorizing function please see the instruction image on the right side or view the product instruction video:
https://ninestarsusa.com/pages/nova-info

How can I request warranty for a broken trash can?

We are so sorry to hear you are experiencing issues with your trash can, please contact our customer service team: email: info@ninestarsusa.com or phone
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.

What if the lid only opens halfway? What if the lid won't open?

Please try to restore the factory settings, unplug the power and let it sit for 1 hour, then plug it in and press the start button to turn on the trash can.

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.