The Star-Ledger Customer Care: A Complete, Practical Guide

The Star-Ledger serves readers across New Jersey in print and on NJ.com, with customer care handled by NJ Advance Media (part of Advance Local, established 2014). Whether you’re managing a home delivery subscription, troubleshooting the e-Edition, or resolving a billing question, knowing where to go and what information to provide will save time and ensure your request is processed on the first contact.

This guide explains how to reach the right team, how to use online self-service tools, what to expect for delivery and billing, and how to escalate if something isn’t resolved. It is written from an operations perspective, so you know which details matter, how long common fixes take, and how to document outcomes for credits or refunds.

How Star-Ledger Customer Care Is Organized

Customer care for The Star-Ledger covers three main areas: print delivery and vacation holds; digital access (including the e-Edition and NJ.com account linking); and billing (rates, renewals, payment methods, and credits). These functions are supported by NJ Advance Media’s service teams, which coordinate across circulation, finance, and technical support.

Digital identity and subscription data are integrated with NJ.com sign-in. If you read across devices (phone, tablet, desktop), the same NJ.com login should control access to your digital benefits, including the replica e-Edition and subscriber-only stories. For home delivery, your physical address and route data determine service windows and eligibility for redelivery or credit on service incidents.

How to Contact Star-Ledger Customer Care

The most reliable entry point for all service requests is the official Contact Us page on NJ.com. Use this page to submit delivery issues, billing questions, address changes, or to find current phone support hours. Start at https://www.nj.com and select “Contact us” in the footer, or navigate directly to the Contact Us section from the site search. Because hours and phone routing can change during holidays, strikes, or severe weather events, always verify the day’s contact options there before calling.

If you receive a printed invoice or renewal notice, check the top-right or bottom margin for your Subscriber/Account Number and the current phone number for billing and delivery support. That phone number, plus your account number, is the fastest combination for authentication in the automated menu. If you’re a digital-only reader, sign in on NJ.com first and use the account or subscription links in your profile to reach chat or web-form support; this attaches your request to your login and speeds resolution.

Self-Service: Managing Your Subscription Online

Most common actions—placing a vacation hold, reporting a missed delivery, updating a payment card, or changing an email address—can be completed in a few minutes through the subscriber self-service tools linked from NJ.com. After signing in, look for “Manage subscription” or “Account” to review your plan, billing cycle, and renewal date. If you have both print and digital, make sure your print subscription is linked to your NJ.com login; if not, you’ll be prompted to enter your account number and ZIP code to complete the link.

Self-service submissions generate a confirmation number on-screen and by email. Save this confirmation until you see the change reflected on your next bill or in your delivery experience. For vacation holds, you should also receive an email listing the exact start and end dates; verify these dates immediately to avoid surprises when you return.

Delivery Expectations, Redelivery, and Service Credits

Standard home delivery targets are morning delivery on all print days, with earlier targets on Sundays due to larger editions. In many ZIP codes, same-day redelivery is attempted if a missed paper is reported early in the morning; otherwise, a next-day redelivery or a bill credit is typical. Severe weather and road closures can temporarily suspend any redelivery guarantees; when that happens, the Contact Us page will display a service alert and outline the credit policy for impacted dates.

When you report a service incident, provide the date of the missed paper, confirm your delivery address and any special instructions (gate codes, building access), and state whether you prefer redelivery or a credit. Keep the case or confirmation number until the incident is closed. If you experience repeated misses (e.g., 2–3 times in a 14-day span), ask the agent to escalate to the route supervisor and request a callback with the corrective action documented.

Billing, Pricing, and Renewals

Billing is commonly processed on a 4-week cycle for print or monthly for digital-only, with auto-renew enabled unless you opt out. Promotional offers typically run for a fixed introductory term (for example, a low introductory price for the first 3–6 months), after which your rate adjusts to the standard price visible at checkout or stated on your renewal notice. Rates vary by ZIP code for home delivery based on frequency and delivery costs, and by plan for digital (e.g., digital-only vs. digital + e-Edition).

Always review your emailed renewal notice or the “Next charge” line in your account at least 10 days before the next bill. If you see an unexpected rate change, contact customer care before the renewal date; once a cycle bills, credits can be prorated but are typically not retroactive beyond the current cycle. If your card is expiring, update it as soon as you receive the bank’s replacement to avoid service interruption.

Vacation Holds, Donations, and Temporary Suspensions

You can place a vacation hold for a specific start and end date. Choose whether to receive accumulated papers upon return (bundle delivery), donate the copies to an education or community program, or credit your bill for the suspended days. Donation programs vary by region and season; the option will be shown during the hold setup if available to your route.

Submit holds at least 24–48 hours before the start date to ensure the route is updated. For changes to an active hold, use the confirmation email or your account dashboard to edit dates. If you’re moving within New Jersey, provide the new address, ZIP code, and move date; if you’re moving out of the delivery area, convert to digital-only or set a cancellation date aligned with your billing cycle to minimize unused days.

Refunds, Credits, and Escalations

Credits are generally the first remedy for service issues and are applied to the next billing cycle. Refunds to your original payment method are typically issued for prepaid periods if you cancel before the end of a paid term, subject to the plan’s terms. Keep all case numbers and the names or IDs of agents you speak with; if an agreed credit does not appear within one full billing cycle, reference the prior case when you follow up.

For unresolved delivery problems or billing disputes, ask for a supervisor review and a written summary by email. If your concern involves an accessibility issue with the website or e-Edition, note the device, operating system, browser version, and any error messages; these details allow technical support to reproduce and fix the problem faster.

What to Have Ready Before You Call or Submit a Request

• Subscriber/Account Number (from your bill or email), delivery address, and ZIP code; for digital-only, the NJ.com email you use to sign in.
• Exact dates and edition details for service issues (e.g., missed delivery on 2025-08-18; Sunday package missing inserts).
• Preferred resolution (redelivery window, credit, or both) and any access notes for your building or community.
• Billing details: last four digits of the card on file, renewal date, and recent charge amounts or invoice numbers.
• For technical issues: device model (e.g., iPhone 14), OS version (e.g., iOS 17.x), browser/app version, screenshots or error codes.

Common Requests and Typical Resolution Windows

• Missed delivery report: confirmation immediately; same-morning redelivery when available, otherwise next-day or credit within 1–2 business days.
• Vacation hold setup/change: immediate confirmation; route update typically within 24 hours if submitted before cutoff.
• Billing correction or promotional rate inquiry: acknowledgment same day; adjustment posts within the next billing cycle (often 3–10 business days).
• Payment method update: live in your account immediately; future charges use the new method on the next run.
• Account linking (print to NJ.com login): instant once account number and ZIP match; e-Edition access usually activates within minutes.
• Address change (within service area): allow 2–5 days for route reassignment; confirm delivery day and edition availability at the new address.

Staying Informed and Finding the Right Page Fast

Bookmark the NJ.com homepage and its Contact Us section for current phone hours, service alerts (especially during major storms), and links to subscriber tools. If you’re unsure which form to use, sign in first; authenticated users see account-specific links that route requests correctly. For time-sensitive delivery issues, submit online as early as possible and follow with a call only if the confirmation indicates redelivery is unavailable in your area.

Finally, monitor your email, including spam or promotions folders, after any change. Customer care sends confirmations, billing notices, and service updates by email. Keeping these messages and confirmation numbers on hand is the simplest way to verify outcomes, request credits, or escalate efficiently if needed.