Customer Care


Last Updated: April 24, 2020


Thank you for placing your trust in New Balance. You are very important to us and we want to provide you with a safe and secure online experience. This Privacy Policy describes how we collect and use your information and explains the choices that you have with regard to how we use your information.

This Privacy Policy applies to the following services operated by New Balance Athletics, Inc. and its affiliates ("New Balance", "we", "us", or "our"):

  • (the "Website");
  • all mobile applications (each, an "App") that contain a link to this Privacy Policy; and
  • all services made available by New Balance through the Website and the Apps.

For the purpose of this Privacy Policy, the foregoing are referred to, collectively, as the "Service”.

This Privacy Policy applies whether you are a "Visitor" (which means that you simply browse the Service) or you are a "Member" (which means that you have registered or transacted with the Service or a component thereof). By accessing, viewing and/or using the Service and/or providing us with information through the Service, you are indicating your consent to be bound by this Privacy Policy. We suggest that you review this Privacy Policy periodically as we will update and change it from time to time.



Non-Individually Identifiable Data:

As is the case with most online services, every time you visit, access and/or use our Service, we automatically collect certain data and information from you and/or your computer that is not personally identifiable (“Non-Identifiable Information”). Examples of this type of information may include:

  • The type of Internet browser you are using
  • The type of computer operating system and device you are using to access the Service
  • The domain name of your Internet service provider
  • The Web page from which you came
  • The pages and features you visit and access on our Service
  • IP Addresses and MAC Addresses.

When you visit, access and/or use our Service, we may track your visit and, as described below in the section concerning "cookies", collect certain data regarding your use of the Service and your activity on the Service, but we will not collect any Personal Information from you unless you choose to provide it to us or agree that it may be collected.

We use third party analytics tools, including those offered by Google, Inc. ("Google") and Adobe Systems Incorporated ("Adobe"). These third party services use cookies to help us analyze how users use our Website and our Apps. The information generated by the cookie about your use of our Website and our Apps (including your IP address) will be transmitted to and stored by Google and Adobe, respectively. Google and Adobe will use this information for the purpose of evaluating your use of our Website and our Apps, compiling reports on activity for website and application operators and providing other services relating to online activity and Internet usage. Google and Adobe may also transfer this information to third parties where required to do so by law, or where such third parties process the information on behalf of Google or Adobe. We also use Adobe Analytics. To opt-out of the use of Adobe cookies on our Services for analytics purposes, please visit Adobe's opt-out page: To opt-out of Google analytics, please see:

New Balance may collect your geolocation data through the Services for purposes of offering relevant content and services. Geolocation data consists of general location information based on latitude and longitude (if you have enabled location services for a New Balance application on your mobile device), or New Balance may approximate your location based on the IP address of your computer or mobile device.


Personal Information:


In general, you can use our Service without providing us with any personally identifiable information, such as your name, email address, postal address, phone number, gender, credit card information or other information necessary to process your order (all such personally identifiable information, collectively, "Personal Information"). However, in order to place an order or use certain services and features made available through our Service, you will be required to provide certain Personal Information.

When you make a purchase from New Balance and/or request to sign up for email, direct mail or SMS Text notices, we collect Personal Information that you elect to provide to us. Your submission of this Personal Information is entirely voluntary; however, if you elect not to provide this Personal Information, some of the services and/or features available on and/or through the Service may not be available for your use.

If you are a coach, teacher or other school representative, you will have the ability to create a customized school team “store” on the Website for your team members to create and purchase customized uniforms and products. You will be enabled to upload to the Website a roster of the team which will include for each student player (each, as “Student Player”): (1) the Student Player’s names; (2) the Student Player’s email addresses (or, in the case of each Student Player under the age of 13, the email address of the Student Player’s parent or legal guardian); and (3) Student Player uniform number. If any Student Player is under the age of 13, you will provide us with the email address of the Student Player’s parent or legal guardian and not the email address of that Student Player. This Student Player information will be used by New Balance to send each Student Player (or, in the case of each Student Player under the age of 13, the Student Player’s parent or legal guardian) individual emails which will provide the Student Players (or, in the case of Student Players under the age of 13, the Student Player’s parent or legal guardian)with access to the applicable customized store to buy the uniform or other customized products. Once the player has been invited to the Website, the Student Player (or in the case of each Student Player under the age of 13, the Student Player’s parent or legal guardian) must create an account and accept this Privacy Policy and our Terms and Conditions in order to complete the applicable purchase. As a coach, teacher or other school representative using the Website in this manner, you represent and warrant that (i) you have received consent from parents of each of the students or, with respect to those students who are 18 and over, have received consent from the student him or herself, or have the authority to provide consent on behalf of parents, to provide us with the student player information identified above; and (ii) with respect to each Student Player under the age of 13, you will provide New Balance with the email address of the parent or legal guardian of the Student Player and not the email of the Student Player.

We also collect Personal Information when you register for "My Account", participate in a contest, event or sweepstakes promotion, provide feedback, submit a product review, fill out a survey, participate in a study or contact us (for example via email). We may also obtain data through your Internet browser, such as your IP Address, which is a number that is automatically assigned to your computer when you use the Internet.

If you elect to register for "My Account", you will have the option to store your credit card information with our Service. This feature, which is entirely optional, is provided as a convenience for you so that you will not need to re-enter your full credit card information each time you make a purchase through the Service. If you elect to take advantage of this feature, please be aware that, as a security precaution, we will not store your CCV number. You will be required to input this information prior to placing an order. If you elect to store your credit card number in the "My Account" feature, you will have the ability to change your mind and remove your credit card number from storage at any time by logging into "My Account" and making the appropriate change.

By using the Service or by providing us with Personal Information, you are consenting to this Privacy Policy and to our use of your Personal Information in accordance with this Privacy Policy. If you provide Personal Information to us through the Service, you acknowledge and agree that your Personal Information is stored on servers hosted in the United States of America and/or in other third countries. Your Personal Information is subject to the laws of the countries in which it is stored and used, and the privacy legislation of these countries may differ from those applicable to your country of residence. Under the applicable laws, the courts, organizations responsible for applying the legislation, regulatory agencies or safety authorities may under some circumstances be authorized to access your Personal Information. By giving us your Personal Information, you agree to allow it to be transferred to the United States of America, and third countries, and you acknowledge and agree that the country in which your Personal Information is stored and process may have a different legal regime for protecting Personal Information than that of your country of residence.



The Personal Information we receive allows us to enable your use of our Service, process your order, create an account for you through the “My Account” service and update the information in the “My Account” service, personalize our product offering and improve your experience with our Service, making it more convenient, efficient and enjoyable. We may use the non individually identifiable data information and Personal Information that you submit to us or that is otherwise collected from you through the Service to:

  • Customize your communications and shopping experience.
  • Process your purchase, confirm your orders and communicate to you about account information or customer service needs.
  • Provide you with a direct mailing, including print catalog, via postal mail.
  • Adapt the content and layout of our Websites and Apps tailored to your needs and so you do not have to enter information more than once.
  • Notify you about new products and services, special offerings and other promotions.
  • Coordinate contests, promotions, surveys, studies or other features of our Service, including but not limited to communicating with you regarding your participation in the foregoing.

Improve our business to better respond to your needs.



Third Party Service Providers:

For the purpose of operating our business, we may transfer your Personal Information to our third party service providers who use that information only to conduct New Balance business. For example, these third party service providers may handle New Balance credit card processing, shipping, data management, email distribution, information analysis, promotions and study management and other services for New Balance. We provide our preferred service providers with the Personal Information they need to perform their services and work with them to respect and protect your Personal Information.

Non-Identifiable Information and/or AGGREGATED DATA:

We may use your (i) Non-Identifiable Information and/or (ii) Personal Information that is aggregated and no longer personally identifiable for any business purposes, including, without limitation, product development, research, business improvement, reporting and marketing. We may also disclose Non-Identifiable Information and aggregated information to various third parties who may use such information for their own purposes.

Legal Requirements:

We may disclose Personal Information upon governmental request, in response to a court order, when required by law, to enforce our website policies, or to protect our or others' rights, property or safety. We may also share Personal Information with companies assisting in fraud protection or investigation. We do not provide Personal Information to these agencies or companies for marketing or commercial purposes.

Except as otherwise disclosed in this Privacy Policy or with your prior consent, we will not sell, trade or rent Personal Information to other companies as part of our regular course of business. However, it's possible that we might acquire or merge with or be acquired by another company or that we might dispose of some or all of our assets. If that happens, your Personal Information may be disclosed to another company, but that disclosure will be subject to the Privacy Policy in effect.



This Privacy Policy does not apply to any Personal Information collected by New Balance through means other than the Service. This Privacy Policy shall not apply to any unsolicited information you provide through the Service or through any other means. This includes, but is not limited to, information posted to any public areas of the Service, such as the New Balance blog, any ideas for new products or modifications to existing products, and/or other unsolicited submissions (collectively, "Unsolicited Information"). All Unsolicited Information shall be deemed to be non-confidential and New Balance shall be free to reproduce, use, disclose, and distribute such Unsolicited Information to others without limitation or attribution. You should exercise caution before you post Personal Information that you post in public forums, such as the a New Balance blog. Once you release your Personal Information for posting on public forums, New Balance cannot and will not be responsible for the privacy and/or security of such information.



We have a variety of security measures to protect against the loss, misuse or alteration of your Personal Information that we have collected from you from the Service. To ensure the information you provide online is secure during transmission, we use encryption technology and Secure Socket Layers (SSL) while processing any Personal Information you supply.

Our Service provides you the ability to store your credit card number in the "My Account" section of our Service. To protect your security, we encrypt all stored credit card numbers and we do not store your card's CCV number. For others, we may temporarily store the entire encrypted credit card number when it is necessary to manually contact a credit card company for verification.



A cookie is a small removable data file stored by your Web browser on your computer. Cookies allow you to browse and place an order on our site and let us make shopping more convenient for you. We place a unique identifier in the cookie and use the cookie to connect your computer with the information we store for you in our database.

Some examples of how we use cookies are to:

  • Enable you to select products, place them in your shopping cart and make a purchase.
  • Recognize you when you come back to our site(s).
  • Alert you to new areas that may be of interest to you.
  • Customize content that may be helpful to you.
  • Cookies do not contain any Personal Information and they do not give us access to your computer.

You can choose to have your computer warn you each time a cookie is being sent or you can choose to turn off all cookies. You do this through your Internet browser (such as Internet Explorer or Firefox) settings. Most browsers are initially set to accept cookies. Each browser is a little different, so check your browser Help menu to learn the correct way to modify your cookie settings. However, if you choose to turn cookies off, you won't be able to purchase on our site or have access to many features that make your site experience more efficient and convenient. However, you can still place orders over the telephone by calling Customer Care toll-free at 1-844-628-3267.

Pixel tags and Web beacons are tiny graphic images that allow us or preferred service providers to track non-personally identifiable analytic information about your visit to our Service (such as pages viewed or links clicked). Pixel tags and Web beacons also let us know when you have opened an HTML email from us. Using this information we are able to understand how Visitors and Members use our service. This allows us to learn what pages are most attractive to our Visitors, which parts of the Service are the most interesting and what kind of offers our Members like to see.

At present, New Balance does not respond to "Do Not Track" (DNT) signals and operates as described in this Privacy Policy whether or not a DNT signal is received. If we do so in the future, we will describe how we do so in this Privacy Policy.



We do not knowingly ask for Personal Information from anyone under the age of 13 (a "Child"). If a Child submits Personal Information to us and we know that the person providing the information is a Child, we will not use it for any purpose. We will use commercially reasonable efforts to delete the information as soon as we discover it and we will not disclose it to third parties. If you become aware that a Child has provided Personal Information to our site, please email us or call Customer Care toll-free at 1-844-628-3267.

While New Balance's policy prohibits children under 13 from registering with the Service, parents should supervise their children's online activities and consider using parental control tools available from online services and software manufacturers that help provide a kid-friendly online environment. These tools can also prevent children from disclosing online their name, address and other Personal Information without parental permission.



At times, we may provide links from our Website and New Balance Apps to other websites and applications operated by third parties. These links are provided only for your convenience and intended to add value to your visit. However, by including these links, even if affiliated with New Balance, we do not have control over these websites and applications, which are independent from New Balance and have separate privacy policies and terms and conditions. When leaving our Website and New Balance Apps, you need to be aware that our policies no longer apply. Therefore, we will not be responsible for the accuracy, relevancy, availability, reliability, copyright compliance, legality or decency of material contained in third party websites and applications linked to our Website and New Balance Apps. We strongly encourage you to review the terms and privacy policies of any third-party websites and applications before using their sites.



If for any reason you would like to stop receiving any emails sent by New Balance that notify you of upcoming events, promotions, sales, new products or contain other commercial communications, simply click the ‘Help’ link provided at the bottom of every email and every page of our Website. This will direct you to an unsubscribe page where you can remove your name from either the email or New Balance direct mail sign-up.

Please note that if you decide to opt-out of all third-party transmissions of your Personal Information, we may not be able to process your order.



Accounts on the Site may be created during the ordering process. You can login to or manage your account by clicking the "Join/Log In" link at the top and bottom of any page. After logging in, you will be able to modify your contact information, update your billing and shipping addresses and/or view past orders. To delete your account completely, please contact Customer Care toll-free at 1-844-628-3267 or email Remember that you are responsible for protecting the user name and password for your account and, as set forth in the Terms and Conditions, you will be responsible for all activity occurring through the use of your user name and password.


What if I have more questions about the New Balance Privacy Policy?

If you have any questions or concerns including a request to be added to or taken off a list, please contact Customer Care toll-free at 1-844-628-3267 or email


California Consumer Rights

If you are a California resident, you have the following rights under the California Consumer Privacy Act of 2018 (the “CCPA”), where applicable:

  • To know the categories of personal information New Balance has collected about you, the business purpose for collecting your personal information and the categories of sources from which the personal information was collected;
  • To access the specific pieces of personal information that New Balance has collected about you;
  • To know whether New Balance has sold or disclosed your personal information for business purposes, the categories of information so sold or disclosed, and the categories of third parties with whom we have shared your personal information;
  • To opt out of the sale by New Balance of your personal information to third parties;
  • To have New Balance, under certain circumstances, delete your personal information; and
  • To be free from discrimination related to your exercise of your CCPA rights.

New Balance does not sell your personal information. However, we may disclose certain personal information for a business purpose in accordance with this Privacy Policy. If you would like to exercise any or all of these rights, you may do so by providing the information required here or by contacting Customer Care at (toll-free) 1-800-595-9138. Once we receive your request, we will verify your identity by sending an email to the email address you provide to us.

If you have questions about your rights or our disclosures under the CCPA, you may reach us at