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- New Balance
About New Balance
New Balance Athletics, Inc. is a privately held, family-owned global footwear and apparel company headquartered in Boston’s Brighton neighborhood in Massachusetts. Founded in 1906, the company began as an arch-support business and developed into an international sports brand producing running shoes, walking footwear, lifestyle sneakers, training shoes, performance apparel, team-sports products, and accessories. New Balance continues to describe itself as independent and privately held rather than publicly traded.
The company’s global headquarters is located at 100 Guest Street, Boston, MA 02135, within the Boston Landing development in Brighton. New Balance’s careers site confirms that the campus has served as its headquarters since 2015 and includes corporate offices, product showrooms, employee facilities, and other business functions.
New Balance is currently led by Joe Preston, President and CEO. The company maintains manufacturing facilities in Massachusetts and Maine, additional North American corporate and distribution operations, and a broad international retail and wholesale network.
Quick Information
Corporate Phone Number
800-595-9138
New Balance currently uses this number for U.S. Customer Care and public customer inquiries.
Customer Service Number
800-595-9138
Customer Service hours
Monday to Friday: 9:00 AM to 9:00 PM ET
Saturday: 9:00 AM to 6:00 PM ET
Phone support is closed Sundays, while other online assistance may still be available.
Corporate Office Address
New Balance Athletics, Inc.
100 Guest Street
Boston, MA 02135
United States
Headquarters Address
New Balance Athletics, Inc.
100 Guest Street
Boston, MA 02135
United States
Privacy: usprivacy@newbalance.com
Counterfeit Reports: counterfeits@newbalance.com
New Balance does not prominently publish one universal unsecured Customer Service email for ordinary order support.
Industry
Footwear, Athletic Apparel, Sports Equipment, Lifestyle Fashion, Retail and Sporting Goods
Founded
1906
Current CEO
Joe Preston
President and Chief Executive Officer.
Ownership
Privately held and family owned
Headquarters Since
The current Boston Landing headquarters has served as New Balance’s global headquarters since:
2015.
Website
Careers Page
New Balance Products & Services
Running Shoes
Running footwear remains one of New Balance’s core product categories. The company offers daily trainers, cushioned running shoes, racing shoes, stability footwear, trail-running products, and competition-focused models for recreational and professional runners.
Popular technology families include Fresh Foam X and FuelCell, with different models designed around cushioning, responsiveness, stability, and speed.
Fresh Foam X
Fresh Foam X is New Balance’s cushioning platform used in numerous road-running and walking shoes.
The line focuses on soft cushioning and comfort and appears across performance models for different running distances and support needs.
FuelCell
FuelCell products emphasize propulsion and responsiveness.
The technology is used in training shoes, racing footwear, and performance products designed for runners seeking a faster, more energetic ride.
Lifestyle Sneakers
New Balance sells lifestyle footwear built around both heritage and modern silhouettes.
Popular product families include the 574, 990 series, 9060, 2002, 550, and other sport-inspired designs that are frequently used for casual and fashion wear.
Made in USA Footwear
New Balance manufactures selected footwear in its U.S. factories.
The company states that Made in USA footwear contains a domestic value of 70% or more, although Made in USA represents only a limited portion of total U.S. sales.
Made in UK Footwear
New Balance also operates a manufacturing facility in Flimby, England.
The Made in UK collection includes premium versions of selected heritage and lifestyle footwear produced at that facility.
Walking Shoes
New Balance produces footwear designed specifically for walking, everyday comfort, occupational use, and fitness.
Options include cushioning, stability, slip-resistant designs, and multiple width selections.
Training Shoes
Training footwear is designed for gym workouts, cross-training, strength work, fitness classes, and other athletic activities.
Models differ in stability, flexibility, cushioning, and court or gym performance.
Basketball Shoes
New Balance produces basketball footwear used by professional and recreational players.
Its basketball category includes signature and performance models designed for traction, stability, cushioning, and quick directional movement.
Soccer Products
The company sells soccer cleats, turf footwear, training products, apparel, and accessories.
New Balance also supplies products for professional athletes, clubs, and international soccer partnerships.
Baseball Products
New Balance offers baseball cleats, turf shoes, training footwear, and related apparel.
Products are designed for different field surfaces, playing positions, and athlete preferences.
Tennis Shoes
New Balance produces tennis footwear for hard courts and other playing surfaces.
Selected tennis shoes are covered by the company’s NDurance outsole limited warranty program, subject to current eligibility rules.
Skateboarding Footwear
New Balance Numeric is the company’s skateboarding-focused product division.
It combines skate-specific construction with New Balance footwear technology and lifestyle styling.
Golf Shoes
New Balance offers golf footwear designed around traction, comfort, waterproofing, and walking performance.
Product availability varies by season and market.
Kids Footwear
The children’s assortment includes running shoes, school footwear, lifestyle sneakers, sports shoes, and infant and toddler products.
Many major adult New Balance franchises are also offered in children’s sizing.
Athletic Apparel
New Balance sells shirts, jackets, shorts, tights, pants, sports bras, outerwear, and performance layers.
Products are designed for running, training, team sports, outdoor activities, and casual use.
Sports Bras
New Balance offers training, running, yoga, and everyday sports bras.
Selected current styles qualify for the New Balance Fit Promise, allowing eligible returns within 45 days even after being tested in normal athletic activity.
Accessories
Accessories include socks, hats, bags, backpacks, gloves, running gear, insoles, and sport-specific items.
The assortment varies between NewBalance.com, branded stores, and authorized retailers.
New Balance Membership
Customers can create a free New Balance account.
Current member benefits include features such as free shipping, free returns, selected early-access opportunities, and special promotions.
New Balance Reconsidered
New Balance Reconsidered supports product reuse and circularity.
Customers can trade in qualifying gently used footwear through participating channels and may receive a voucher when eligible items are accepted.
Retail Stores
New Balance operates branded stores and factory stores while also selling through authorized retailers.
Customers can use the official store directory to locate stores throughout the United States and Puerto Rico.
New Balance Corporate Phone Numbers
Corporate Phone Number
800-595-9138
Corporate Headquarters Number
No separate public headquarters switchboard is prominently listed.
Headquarters Number
800-595-9138
Corporate Office Number
No separate verified general corporate-office number is currently promoted.
Customer Service Number
800-595-9138
Order Support Number
800-595-9138
Returns Support Number
800-595-9138
Product Support Number
800-595-9138
Warranty Support Number
800-595-9138
Customer Care can begin eligible product and outsole warranty claims.
Toll-Free Number
800-595-9138
Billing Number
No separate public billing-only number is listed.
Store Support Number
Individual New Balance stores have their own local numbers.
Store Locator
https://stores.newbalance.com/
Counterfeit Reporting Number
No dedicated counterfeit phone number is published.
counterfeits@newbalance.com
Privacy Number
No dedicated public privacy phone number is prominently listed.
usprivacy@newbalance.com
Investor Relations Number
Not applicable.
New Balance is privately held.
Human Resources Number
No universal public HR number is listed.
Careers
How to Reach a Real Person at New Balance
The most direct way to reach New Balance Customer Care is to call 800-595-9138. Current phone-support hours are Monday through Friday from 9:00 AM to 9:00 PM Eastern Time and Saturday from 9:00 AM to 6:00 PM Eastern Time. Customers can also use the live-chat function on NewBalance.com. Have the order number, item name, purchase date, shipping address, and photographs available when the issue involves a damaged or defective product.
For store-specific purchases, customers can contact or visit the New Balance or New Balance Factory store involved. Privacy requests should be directed to usprivacy@newbalance.com, while suspected counterfeit merchandise can be reported to counterfeits@newbalance.com.
New Balance Headquarters & Corporate Office Address
Global Headquarters
New Balance Athletics, Inc.
100 Guest Street
Boston, MA 02135
United States
New Balance’s current Privacy Policy uses this as the company’s registered address, and its careers website identifies the Boston Landing campus in Brighton as the global headquarters.
Brighton Headquarters
New Balance’s headquarters has operated at Boston Landing since:
2015
The campus includes product showrooms, corporate offices, an indoor walking track, cafeteria, and other employee facilities.
Current CEO
Joe Preston
President and Chief Executive Officer.
Ownership Structure
New Balance remains:
Privately held
and:
Family owned.
North American Corporate Offices
In addition to Boston, current New Balance career information lists corporate offices in:
Lawrence, Massachusetts
St. Louis, Missouri
Mississauga, Ontario, Canada.
U.S. Manufacturing Presence
New Balance maintains footwear manufacturing operations in Massachusetts and Maine.
Current manufacturing career information lists locations including Lawrence, Methuen, Skowhegan, and Norway.
Distribution Operations
New Balance’s current U.S. distribution network includes facilities in locations such as
Lawrence, Massachusetts
Lebanon, Tennessee
Salt Lake City, Utah.
Company Status
New Balance is not listed on the NYSE or Nasdaq.
It does not maintain a conventional public-company Investor Relations department.
How to File a Complaint Against New Balance
Customers filing a complaint about an order, refund, store experience, damaged product, shipping delay, warranty claim, counterfeit concern, or another New Balance service should gather the receipt, order number, item details, purchase date, tracking information, photographs where relevant, and records of previous support conversations.
Step 1: Contact New Balance Customer Care
Call 800-595-9138 or use the official Customer Service live chat. Explain the issue clearly and provide the order number, product, purchase date, and requested resolution. For product-quality issues, photographs may help the representative assess the complaint. Keep records of the representative, contact date, and any case information or return authorization provided.
Step 2: Use the Return or Warranty Process
For eligible merchandise, New Balance currently accepts qualifying returns in new condition within 45 days of shipment for online purchases or purchase for in-store purchases. Returns can generally be completed at a New Balance store or through the online return process. Product warranty claims, including qualifying NDurance tennis-shoe outsole claims, should begin through Customer Care.
Step 3: Request Additional Customer Care Review
If the initial contact does not resolve the complaint, contact Customer Care again and request further review. Provide prior case details, receipts, photographs, tracking records, and a short chronological summary of the issue. Explain what remains unresolved and what remedy you are requesting, such as a refund, replacement, warranty review, or correction to an order.
Step 4: Send Formal Written Correspondence
Serious unresolved corporate complaints can be mailed to New Balance Athletics, Inc., Attn: General Counsel, 100 Guest Street, Boston, MA 02135. Include your full contact information, purchase details, prior Customer Care history, relevant dates, and copies of supporting documents. Keep the originals and retain proof of delivery. New Balance’s current Terms and privacy materials identify this address for formal company correspondence.
Step 5: Use the Appropriate External Complaint Channel
If the issue remains unresolved, the appropriate external route depends on the complaint. Payment disputes may be raised with the card issuer, while consumer complaints may be submitted to the appropriate state Attorney General or consumer-protection agency. New Balance’s current Terms specifically identify the California Department of Consumer Affairs Complaint Assistance Unit at 800-952-5210 or 916-445-1254 for qualifying California consumer matters.
