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Frequently Asked Questions

FAQS

Where is my Order?

If you have a Samsung.com account, you can Click here to sign in to My Orders page and check your order status. Once your order ships, you will receive a shipping notification e-mail that includes tracking information and the selected courier.

You can track your order through the following methods:

1. Signing into My Orders and click on the “Track Order” button next to the item you’d like to track.

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2. Click on the “Track Package” button in the shipment notification e-mail to visit the shipment courier’s website and receive the latest update on the status of your shipment.

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It is possible your order was split into multiple smaller shipments that will ship separately. If this happens, the missing items will be shipped when they become available with their own tracking details. Your shipment confirmation e-mail will include a list of all products included in your shipment. To track your order, please Click here to sign in to My Orders and check your order history.

Please contact us to report an incomplete shipment, and we will check the status of your missing items.

Sometimes, delivery drivers will mark items as delivered prior to completing their delivery. Additionally, packages may be hidden from the road or left in unusual places. Be sure to check the surrounding areas and waiting 24 hours prior to contacting the carrier directly for assistance with the delivery details. They will be able to investigate where the shipment is and what options they have to complete the delivery.

Yes! If FedEx is shipping your package, you can have it held for pick up. Check out the FedEx Delivery Manager.

Trade In

The Samsung Trade-In Promotion allows customers to trade in an eligible device and receive an instant trade-in credit at checkout toward the purchase of a new qualifying Galaxy device.

The instant trade-in credit for trading in a Smartphone or Tablet applies only to new Samsung Galaxy Devices. Click here for the complete Samsung Trade-In Program Terms and Conditions.

Your trade-in device must meet the following eligibility requirements:

a) Your device must power on, hold a charge, and not power off unexpectedly;

b) Your device must have a functioning display with no black spots or dead pixilation of any kind;

c) Your device must have no breaks, cracks, or other defects that go beyond normal wear and tear, including but not limited to: multiple scratches, dents, or dings; water damage; or corroded charging port, SIM, or battery terminal contacts. If a Cracked Screen Offer applies, your device may have a cracked front screen, but all other conditions apply;

d) Your device must not be on a black list of any kind;

e) At the time of trade-in, you must be the owner of the device; leased devices are not eligible;

f) Reactivation Lock, Google Factory Reset Protection, or any other anti-theft locking software must be disabled on your device;

g) Before sending your device to Samsung, you must perform a factory reset on it and remove all personal information. For instructions on how to reset your device, please reference your user manual.

h) Your device must be labeled with an FCC ID to show that it is certified for use in the United States under applicable FCC regulations. The FCC ID number can usually be found printed somewhere on the mobile device. Sometimes it may be necessary to remove the battery pack to find the number. The FCC ID number can also be found in the user manual for each device.

If you decide after you make your purchase that you don’t want to trade in your old device, you don’t need to do anything. Approximately 15 days after the date on which you receive your new Galaxy device you will be charged the full retail price of the Galaxy device you purchased. This charge will be done using the same payment method that you used when you completed your initial order with us. *Devices purchased using carrier financing as a payment method will have the charge on the credit card used for taxes/down payment at time of purchase.

If you do not have sufficient credit available on the credit card or other account you used when you placed your order, Samsung will contact you to provide you with a link to update your payment method. Failure to update your payment method will result in your pending charge being sent to collections.

If it is a device that is not eligible for trade in under this promotion then Samsung will value it at twenty five dollars ($25.00) and charge you the trade-in credit that was applied to the purchase of the new device minus the twenty-five dollar ($25.00) value.

If you would like, you can request to have the trade-in device sent back to the original shipping address on file, free of charge within 7 days of receiving the results by visiting the My Orders Page. After returning your device, Samsung will charge you for the full trade-in credit you received during your purchase.

In its sole discretion, from time to time Samsung may offer to accept certain model devices with cracked screens as devices that are eligible for trade-in (“Cracked Screen Offer”). A Cracked Screen Offer is only available if the trade-in value for your selected device displayed on Samsung’s website or the Shop Samsung app states that the value displayed is for the specified model will be accepted with a cracked screen.

However, the device must meet all other eligibility requirements set forth above and may not have any cracks or breaks in the back or side or any other visible defects that go beyond normal wear and tear (including but not limited to: multiple scratches, dents, or dings; evidence of water damage; or corroded charging port, SIM, or battery terminal contacts).

Click here for models that currently qualify for trade-in.

Yes! When you complete your order, Samsung will ship you your new Galaxy device, so that you can activate it and transfer your data, contacts, etc. before you ship your current device back to us. You can transfer your information from the old device to your new one using Samsung Cloud, a data cable, or any of the other methods described in the documentation that accompanies your new device. Please note that you have 15 days from the date you receive your new device to ship your old device to us.

If you fail to send in your trade-in device within 15 days, Samsung will charge your original payment method the amount we gave to you as a trade-in credit. *Devices purchased using carrier financing as a payment method will have the charge on the credit card used for taxes/down payment at time of purchase.

No – you should only ship the device back to Samsung, and if you no longer need them, discard the other accessories in accordance with your local trash and recycling regulations. No trade in value is offered on anything other than the device, and if you do ship accessories back with the device, those accessories will not be returned.

No – you should only ship one device per trade-in label for each trade-in order. No trade in value is offered on anything other than the one trade in device for your order. If you have placed more than one trade-in order please log into your Samsung account and print the label from your My Orders page for each trade-in order separately.

You will receive an email from Samsung when your device has been received and evaluated.

If you have lost or discarded the shipping label, please log into your Samsung account and reprint the label from your My Orders Page.

We’re sure you’ll love your new Galaxy Smartphone or Tablet but, just in case, our normal Return Policy applies.

Please note, if you set up a return with an active trade-in your device will automatically be sent back to you and the trade-in will be cancelled. If you sent in your trade-in and it has been processed you will not receive any refund or other value for the Trade-In Device credit that was deducted from the purchase price of your new Samsung Device.

Since your trade-in does not meet the requirements for the agreed upon value, you may request a return within 7 days of the results e-mail sent to you that we return the item to your shipping address. Click here to log in to your My Orders page and set up a return for your trade-in. Samsung will return your item for free, subject to certain restrictions. After returning your device, Samsung will charge you for the full trade-in credit you received during your purchase to the original shopping address on file.

No, when you ship your old device to us and it passes our trade-in requirements, you are transferring ownership to Samsung and it cannot be returned to you.

No, once the device is returned back to you, there will be no further discounts since the device sent did not meet the criteria.

After returning your trade-in, Samsung will charge your payment account for the full trade-in value received during your purchase.

Samsung will send you an email with the tracking information within 3-5 business days after you request to return your trade-in device to be sent back to you.

Note 10 Promotions

If you placed a reserve, you will receive an email with a personal invitation link to place your Pre-order. Just click on that link and place the Pre-Order within 72 hours and you will be sure to get the maximum amount of promotional credits available to you.

Click here to view our current Trade-in offer promotions for your device. You can also download the Samsung ShopApp that can auto-detect your phone and generate your estimated trade-in value.*Android only.

Due to limited supplies, the promotional period cannot be extended. However, you can still take advantage of the promotional discount available on select accessories.

If you pre-ordered multiple smartphones, you will need to register each device individually through the Shop Samsung app. After registering the first device, tap REGISTER ANOTHER DEVICE to continue registering your next smartphone.

Please allow at least 24 hours after submitting for your registration status to be available using the email address you registered with for the offer.

Be sure to click the link on the email you were sent to make your purchase. This will instantly apply the promotional credits you have received and take you to the list of eligible accessories that the credit applies to. Be sure to select the accessories from this list as the promotional credit will only apply to those items.

Here are the most common problems we see that cause an error when entering a promotional credit code:

• Make sure the code is being entered in all CAPS
• Make sure there are no spaces before or after the code
• Make sure the accessories you are trying to purchase are eligible
• Clear cache/cookies and try another browser

To register to receive the promotional credit for the purchase of your Note 10 take the following steps between 8/19/2019 and 9/20/2019:

Download Shop Samsung App from Google Play store on the eligible Galaxy device and create a log-in
Select DaVinci Pre- Order Offer promotion in the app and select “SEE IF I’M ELIGIBLE”
Once you confirm your eligibility and agree to terms, submit your registration
• You will receive confirmation in the app after you are approved.
• The Samsung promotional credit will be emailed to you with instructions on how to use it 6 to 8 weeks after you are approved.

You can check the status of your Samsung credit by visiting https://promos.samsungpromotions.com/info/checkstatus.

Manage Order

To cancel your purchase, please Click here to sign in to My Orders page and select the "Cancel Order" button on the page for the item you wish to cancel.

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If this button is missing, the order has been sent to our fulfillment center and can no longer be cancelled. We recommend returning or refusing the order after it has been received.

Once you place your order on Samsung.com it is not able to be modified and must go to the address provided at the time you placed your order. If you cannot receive or pick up your order after three attempts by the courier, it will come back to our warehouse and we will process a full refund to your credit card.

Help placing an Order

Shopping at Samsung.com is easy and secure. Placing an online order requires just a few steps:

1. Select an item you would like to purchase, and then click the Buy Now (or the Add to Cart) button from either the quick view or product detail page.

2. You can then choose to continue shopping or go directly to Checkout.

3. Once you are finished shopping, click on Shopping Cart at the top right corner of page, and follow the Checkout steps. Once your order is complete you will receive an email confirming your order received that includes your order number.

Shipping & Payment methods

Credit & Debit Cards
We accept Visa®, MasterCard®, Discover®, American Express®, Diner's Club® as well as JCB and PayPal. Our servers encrypt all information submitted to them, so you can be confident that your credit card information will be kept safe and secure.

Financing
We also accept Samsung Financing, so you can pay your Samsung Products over time. If you are not eligible for Samsung Financing you can apply for Affirm Financing as an alternative to purchase the Samsung Products of your choice (Credit score will not affected). To learn more about Samsung Financing Click here. We also offer Carrier Financing options if you would like to finance your device through your mobile carrier Click here for information about Carrier Financing.

Samsung will not charge you until your order has been shipped. At the time you place your order, we'll request from your financial institution to pre-authorize your card for the total amount plus all applicable taxes, fees, and shipping charges (if any).

Note: Orders placed with PayPal are immediately charged after the order has been placed.

Shipping methods and transit times

Standard - Transit time is 1-3 business days
Expedited – Transit time is two (2) business days
Express – Transit time is one (1) business day

Your order can take up to 72 hours to be processed and ships within one business day from confirmation. We ship Samsung products that are eligible for Standard Ground Shipping to all 50 states of the United States. Samsung products that require Standard Freight Delivery are eligible for shipment to the 48 contiguous states of the United States.

Please note that delivery for televisions 50” and larger requires an appointment with our freight carrier. The delivery date will vary depending on the schedule of the carrier and the individual receiving the order.

Restrictions We do not currently ship to Postal Box or Freight Forwarding addresses.
Orders may be placed from outside the United States for shipment to addresses within the 48 or 50 U.S. States (dependent on the product or products being ordered).

Orders received before 1 PM PST are processed within 3 business days of payment authorization. Please note that on occasion, such as during holiday rush and large sale events, there may be a slight delay in processing time. Your business is important to us, and we make every effort to process your order as quickly as possible.

Most of our carriers make three attempts to deliver a package. If the carrier is unable to successfully deliver your product to you, a door tag will be left providing you details on the next delivery attempt. After three delivery attempts, our couriers will return your order to us and we will refund your account accordingly. This can take up 7-10 business days after the return has been delivered and processed at our facilities.

Samsung is pleased to offer white glove delivery service on select television models. White glove delivery service includes:

• Delivery of your TV by trained professionals
• Placing the television into any accessible room in your home that you specify;
• Removal of the television from its packaging;
• Assembly of included television stand (if applicable);
• Placement of the TV on your A/V furniture. (Please be sure your furniture is assembled and ready in advance.)
• Connecting the television to a power supply and verifying that the television can be powered on
• Removal of the packaging debris from your home


Please note that white glove delivery does NOT include assembly of any audio/video furniture, wall mounting or installing the television. The connection of any audio or video sources to the television, and/or removal of old televisions from your home is also not included with this service.

Promotions

Click here for current promotions. Eligibility will vary depending on promotion, please review.

Returns & Refunds

Samsung.com will accept return requests for purchases within the first 15 days of delivery. Click here to log in to My Orders page and initiate a return. If your order is eligible for return within our policy timeline, a return button will be available next to your item.

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Once an RMA has been issued, you have 15 days to return the items to ensure your refund is processed in a timely manner.

All merchandise returned to Samsung must be in the original packaging with all original items (such as manuals, remotes, cables, etc.) accompanying the merchandise. If the originally packaging is not available, pack your item securely using a replacement box and proper packaging to ensure the device is well protected. The return address will vary based on product but will be included in the return label.

Samsung Experience Store Purchases
• If you purchased or picked up a product at a Samsung Experience Store, it must be returned to the store. Samsung.com does not accept returns of products picked up or purchased at retail locations.
• For items delivered to your home, refunds will be reflected in your payment account within 7 to 10 business days after the return is dropped off at the store.
• For items purchased or picked up at the store, refunds will be issued and reflected in your payment account within four business days after the return is dropped off at the store.

Exceptions to Return Policy
• If you wish to return a product that came with a free promotional item, such as a free memory card with a phone, all items must be returned together to get a full refund. If you wish to keep the promotional item you will be refunded the cost of the product minus the full value of the promotional item.
• Shipping and handling fees from your original order will not be refunded, unless the return is due to Samsung error (defective item/damaged).

Samsung.com will accept return requests for purchases within the first 15 days of delivery. Click here to log in to My Orders page and initiate a return. If your order is eligible for return within our policy timeline, a return button will be available next to your item below the Track your order button.

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We will not accept any returns after the Return Period (15 days after delivery). However, if you are having product issues after the Return Period has expired, please refer to your product's Warranty for repair troubleshooting options. Click here to visit the Service & Support section of our web site for details on how to get started with your support claim.

No, Samsung.com offers free returns with a shipping label and we will cover the shipping cost back for the item you are returning.

We do our best to ensure that the product we send you is in new condition, however there is a possibility that a product may incur damages during transit. If you are within the return period, please set up a return my logging in to My Orders and select the damage type under return reason. Click here to log in to your My Orders page and initiate a return. If you are outside the return period and purchased Premium care you can get support 24/7 by calling 866-371-9501.

If you did not purchase premium care and are within 1 year of purchase, Click here for further support from our Warranty Support team.

Samsung is committed to quality products. A product with a quality or operational defect that was purchased from Samsung.com can be returned for a refund within 15 days of delivery. Click here to log in to your My Orders page and initiate a return. If your order is eligible for return within our policy timeline, a return button will be available next to your item.

You will receive a notification to your billing e-mail address once we have confirmed receipt of your return (5-7 business days). An additional e-mail will be sent once the return has been completed and a refund requested (5 business days).

Product Availability

Certain products will have limited inventory which may cause delays, we work hard to ship out your order as soon as possible and will notify you via automated e-mail with the latest shipment information.

If the item you are interested in is out of stock, please click on the Where to buy button to view availability near you.

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Replacement Parts

Click here to visit our parts website to view available components for purchase.

Premium Care

Click here to view more information regarding Premium care for your Samsung product.to visit our parts website to view available components for purchase.

Financing

A billing statement will be sent or made available to you after your first purchase using the Samsung Financing Program Account. The billing statement will include your payment due date. Your payment due date will be at least 21 days after the statement is sent or made available. You will also receive account information details by mail from TD Bank within 7-10 days of being approved for an account.

You can make payments to your Samsung Financing Program Account issued by TD Bank in 3 convenient ways:

1) Online via myonlineaccount.net
2) Via phone automated touch-tone bill payment by calling 1 (888) 382-6665;
3) By mail sent to the address designated on your monthly billing statement. See your Cardholder Agreement for more details.

The minimum payment due is located in the Payment Information section of your billing statement. If you have made multiple purchases and you would like to understand the minimum payment for each promotional plan, that information can be found in the Summary of Promotional and Standard Balances section of your statement. Each of these minimum payment amounts are added together to equal the required minimum payment due on the account. If you have any balances on your account as a result of a late fee or other charge, or a past due amount, those amounts will also be included in the total minimum amount due for that month. You are required to pay at least the minimum payment due each month on your account. See also your Cardholder Agreement for more information about how the monthly payment is calculated. Your payment due date will be the same date each month. If you are mailing in your payments please allow at least 7 days to ensure your payment is received in time.

There are generally two types of special financing offers that may be available: 0% APR with Equal Monthly Payments1 and Deferred Interest/No Interest if Paid in Full2 . The offers may not be available at all times and may be subject to qualifying purchase requirements. The qualifying purchase requirements may include select products, minimum purchase amounts and other restrictions. The specific terms are provided in the offer and at the time of the applicable transaction. For more information on these offers, see below.

For this financing offer, interest starts from the date of the qualifying purchase but is deferred during the promotional period. The interest rate is the standard APR for Purchases. If you pay the full promotional balance before the promotional period ends, the deferred interest is waived. If you do not, the deferred interest is charged. After the promotional period ends, the standard APR applies to any remaining promotional balance and the charged interest until these amounts are paid in full. The minimum monthly payment is based on the standard minimum payment for the account. If you do not make at least the required minimum payment by the due date, you will be assessed a late fee. Minimum payments will not pay off the balance on time. You must make larger payments to avoid the interest. For this type of offer, advertised monthly payments, if any, are greater than your required minimum monthly payment and excludes taxes, delivery or other charges. Generally, monthly payments in excess of the minimum payment are first applied to higher interest account balances (and not to your deferred interest promotional balance). However, during the last two months of the promotional period, excess payments are applied to the remaining deferred interest balance.

Carrier Financing allows customers to finance an eligible Samsung Smartphone purchased on Samsung.com with select carriers, subject to credit approval by the carrier.

When you buy a device on Samsung.com and use Carrier Financing, you have the opportunity to participate in promotions on both Samsung.com and with the Carrier (some exclusions may apply).

This includes free or discounted gifts from Samsung.com for qualifying purchases.

With the same Samsung.com order, you can also combine it with the Samsung Trade-In Offer to get a further trade-in discount on your order if you send in an eligible device meeting the Samsung Trade-In requirements.

Currently, you may select AT&T or Verizon for Carrier Financing on Samsung.com or the Shop Samsung App.

Available carriers for Carrier Financing may change from time to time.

Carrier Financing is offered subject to credit approval and not all customers qualify.

Currently, you may select AT&T or Verizon for Carrier Financing on Samsung.com or the Shop Samsung App.

For full details of the Carrier Financing plans, please look up the Program Name and details at the chosen carrier’s website.

Carrier Program Name Terms Upgrade Early Upgrade (Pay Up) Keep Device (Pay Off)
AT&T AT&T Next 30m EIP / 0% APR / Upgrade at 24m or 80% of payment Trade in phone; upfront pay off if not good condition Pay balance to reach 80% + Upgrade conditions Pay balance to reach 100%
AT&T Next Every Year 24m EIP / 0% APR / Upgrade at 12m or 50% payment Trade in phone; upfront pay off if not good condition Pay balance to reach 50% + Upgrade conditions Pay balance to reach 100%
Verizon Device Payment Plan 24m EIP / 0% APR / Upgrade at 12m or 50% payment Trade in phone; no check for condition upfront Pay balance to reach 50% + Upgrade conditions Pay balance to reach 100%

Carrier Financing is subject to approval by your carrier and not all customers qualify.

If your Carrier cannot approve you for Carrier Financing, you be asked during checkout to select a different payment method.

You can sign up for Samsung Financing or Pay in Full with a credit or debit card.

Please note that after you select Carrier Financing and purchase your device on Samsung.com, there are post-purchase verifications that occur at the carrier level. If the carrier does not verify you as a customer that is eligible for Carrier Financing, Samsung may convert your purchase method to Pay In Full and charge your credit card the full retail amount of the device.

Samsung may issue a chargeback to your credit card in the event of an order failure at the carrier level, even after you have been approved for Carrier Financing. This chargeback will occur prior to the completion of the return policy window (15 days). If you are charged back for your device, you may still return your device in good like-new condition for a full credit in accordance with Samsung’s standard Device Trial Policy.

This completes during the checkout process as you place your order.

It usually takes a few seconds but may be longer depending on the number of requests.

Carriers usually keep the credit application for a certain amount of time and you may have to run another credit check if needed.

If you re-enter the same information you entered for the first order, another credit check may not be needed when the credit application is still on file.

Carrier Financing with Verizon requires the shipping address to match the billing address.

If you are an existing carrier user of Verizon, you can change the billing address with your carrier.

If you are a new carrier user of Verizon, you will have to keep the same address used for the credit review and approval during the APPLICATION page.

There will be a chargeback charge issued to your credit card on file collected at the time of checkout if the activation is not completed and the chargeback will be for the full amount of the phone.

Billing for your Equipment Installment Plan through carrier financing will start once you have received and activated your phone.

For the most recent account details for monthly billing, check your carrier account on the carrier’s website.

After you place your order, you can find how much to pay each month in the order receipt/confirmation emails.

For the most recent account details for monthly billing, check your carrier account on the carrier’s website.

Most Carriers offer two options for upgrade.

Customers may be able to upgrade early by paying a certain amount for their financed device and trading it in for upgrade or by buying the phone upfront.

If the carrier finds the device in working and good condition, the upgrade credit is applied for the remaining balance for the device. ·

For the most recent terms and conditions and eligibility requirements, please check with your carrier directly.

Trade-In for upgrade requirements vary from carrier to carrier

For the most recent terms and conditions and eligibility requirements, please check with your carrier directly.

You have 15 calendar days from delivery date of your new device to ship your old device with the authorized label to the Carrier

No – you should only ship the device back to Carrier, and if you no longer need them, discard the other accessories in accordance with your local trash and recycling regulations. No trade in value is offered on anything other than the device, and if you do ship accessories back with the device, those accessories will not be returned.

You will receive an email from your Carrier when your device has been received and evaluated; as long as the device meets their trade-in criteria, you don’t need to do anything else.

If you have lost or discarded the shipping label, please log into your Samsung account and reprint the label from your My Orders page Click here to sign in.

When you ship your old device to us, you are transferring ownership of it to the Carrier and it cannot be returned to you for any reason.

You will be charged the balance of your previous equipment if your device is not returned to your carrier.

We’re sure you’ll love your new Galaxy Smartphones but, just in case, our normal return policy applies. However, if you receive a free promotional gift with your new phone, you will have to return the gift as well as the phone in order for your return and refund to be processed. Click here for the complete Samsung Returns and Refunds Policy.

Returning your device to Samsung will not terminate your carrier service plan, even if the activation was made through Samsung. If you activated this device with a carrier, please note that you are still responsible for all carrier contracts and related payments associated with this returned device. Please contact your carrier to determine your responsibilities and options.

Payments made to Carrier at the time of order will be refunded to the customer by the Carrier

Payments made to Samsung at the time of order will be refunded to the customer by Samsung

If you activated this device with a carrier, please note that you are still responsible for all carrier contracts and related payments associated with this returned device. Please contact your carrier to determine your responsibilities and options.

Product Support

For product support, visit our Support section.

Click here to register your product and find warranty information regarding your Samsung product.

Click here to set up a service request with our team of Pros that will diagnose, troubleshoot and if needed set up a repair for your Samsung product.

Samsung Upgrade

The Samsung Upgrade Program allows customers to buy a new eligible Samsung smartphone device using Samsung Financing. After 12 months, you'll have the option to upgrade to the latest smartphone with a maximum credit up to 50% of the initial purchase price. You must return your old smartphone device in good condition.

No. You must purchase an eligible Samsung smartphone device and opt-in to the Samsung Upgrade Program at checkout using an approved Samsung Financing Account.

Yes, If you were approved for a Financing Account prior to opting in to the Upgrade Program, you may use it to participate, subject to your available credit limit.

Samsung phones which are eligible to upgrade to under the Samsung Upgrade Program will be available from time to time on Samsung.com/us or the Shop Samsung App.

To upgrade, you must meet the following requirements at the time of upgrade:

• At least twelve (12) months must have passed since the date on which Samsung shipped your Initial Device to you. Samsung will determine this by counting three hundred sixty-five (365) days from the date of shipment.

• Your Financing Account must be open and in good standing. To be in good standing, your Financing Account must be open, available for use, current, and have sufficient available credit to make the upgrade purchase.

Log into your Samsung Account to check your device eligibility and select the eligible device you want to upgrade. Check to make sure your upgrade eligible phone is in good condition (see conditions below), follow the steps to purchase a new device with your Samsung Financing Account. Send your old upgrade eligible device back to Samsung in good condition to receive a credit applied to your Samsung Financing Account, up to a maximum of fifty percent (50%) of the Financed Amount.

If your Initial Device is determined to be in good condition and to meet Samsung's additional requirements for upgrade, then the amount of Upgrade Credit will equal the balance of the applicable Financed Amount that remains outstanding on your Financing Account, up to a maximum of fifty percent (50%) of the Financed Amount (“Maximum Credit”). The unpaid balance and amount of the Maximum Credit will be determined as of the date you are eligible for upgrade and submit a request to upgrade. The Maximum Credit will be disclosed to you as part of the upgrade process.

You may receive a Limited Credit, if your Initial Device is not in good condition or does not meet Samsung's additional requirements for upgrade, then the amount of the Upgrade Credit will equal the balance of the applicable Financed Amount that remains outstanding on your Financing Account up to a maximum of twenty-five dollars ($25.00) (“Limited Credit”). Your Initial Device will not be returned to you. This Upgrade Credit will be applied after the shipment of the Upgrade Device.

Your Samsung upgrade eligible Initial Device is in good condition for upgrade if it meets the following eligibility requirements:

a. It powers on, holds a charge and does not power off unexpectedly;
b. It has a functioning display,
c. It has no breaks or cracks or other visible defects that go beyond normal wear and tear, including but not limited to: multiple scratches, dents, or dings; evidence of water damage; or corroded charging port, SIM, or battery terminal contacts.
d. Your Initial Device must also satisfy the following additional requirements:
e. It must not be on a “black list” of any kind.
f. Reactivation Lock, Google Factory Reset Protection, or any other anti-theft locking software must be disabled; and,
g. You must perform a factory reset and remove all personal information from your Initial Device before returning it to Samsung

We're sure you'll love your new Samsung phone but, just in case, our normal return policy applies. If you return an eligible initial or new Samsung phone in accordance with Samsung's then applicable returns and refunds policy, Samsung will issue a credit for the applicable amount, if any, to your Financing Account. Please note that you will not be eligible to receive the Upgrade Credit if the new Upgrade Device is returned.

If you decide after you make your purchase that you don't want to return your upgrade eligible old device, you don't need to do anything. If you do not return your upgrade eligible device, you will not receive an Upgrade Credit and must continue to make payments as required by your Samsung Financing Terms.

If it is determined that your returned device does not meet the conditions described above then Samsung will value it at twenty five dollars ($25.00) and apply the Limited Credit to your Samsung Financing Account. Please note that your old device cannot be returned to you.

No - you should only ship the device back to Samsung. If you no longer need them, discard the other accessories in accordance with your local trash and recycling regulations. No credit is offered on anything other than the device, and if you do ship accessories back with the device, those accessories will not be returned.

No - you should only ship one device per upgrade label for each upgrade order. If you have placed more than one upgrade order, please log into your Samsung account and print the associated label from your My Orders page

Refer to the user manual or support page on Samsung's website ((https://www.samsung.com/us/support/answer/ANS00062029/) for how to do a factory reset on your current device, prior to shipping it back to Samsung. In addition, make sure that you remove all passwords, locks, SIM cards and memory cards before sending the device to Samsung. If these items are sent with your device, they will not be returned. Please note that Samsung assumes no responsibility for any personal information you leave on your device when you ship it back to Samsung as a upgrade return

You will receive an email from Samsung when your device has evaluated; as long as the device meets the criteria described above, you don't need to do anything else.

If you have lost or discarded the shipping label, please log into your Samsung.com account and reprint the label from your My Orders page.

The Upgrade Program cannot be combined with any other promotions, discounts, or offers (“Offers”), unless specifically provided for in the applicable Offer's terms and conditions

A billing statement will be sent or made available to you after your first purchase using the Samsung Financing Program Account. The billing statement will include your payment due date. Your payment due date will be at least 21 days after the statement is sent or made available. You will also receive account information details by mail from TD Bank within 7-10 days of being approved for an account.

You can make payments to your Samsung Financing Program Account issued by TD Bank in 3 convenient ways 1) online via myonlineaccount.net ; 2) by phone via automated touch-tone bill payment by calling 1 (888) 382-6665; 3) by mail sent to the address designated on your monthly billing statement. See your Cardholder Agreement for more details.

The minimum payment due is located in the Payment Information section of your billing statement. If you have made multiple purchases and you would like to understand the minimum payment for each promotional plan, that information can be found in the Summary of Promotional and Standard Balances section of your statement. Each of these minimum payment amounts are added together to equal the required minimum payment due on the account. If you have any balances on your account as a result of a late fee or other charge, or a past due amount, those amounts will also be included in the total minimum amount due for that month. You are required to pay at least the minimum payment due each month on your account. See also your Cardholder Agreement for more information about how the monthly payment is calculated. Your payment due date will be the same date each month. If you are mailing in your payments please allow at least 7 days to ensure your payment is received in time.

For this financing offer, the interest rate is 0% APR on qualifying purchases until paid in full. The minimum monthly payment is based upon the 0% APR, the number of months in the offer and the purchase amount. If all payments are made on time, the payments will pay off the promotional balance by the end of the promotional period. The total amount of such payments will not exceed the eligible purchase amount. If you do not make at least the required minimum payment by the due date, you will be assessed a late fee.

Other Help

A Samsung Account allows our customers the opportunity to enjoy access to Samsung services and applications. A Samsung Account lets you shop directly on Samsung.com and to receive detailed support for your Samsung products. You can track your purchases, register your products to receive special benefits, download apps, and write a review - all from one account. Signing up for a Samsung Account is free. You must be at least 13 years old to create a Samsung Account in the US.

Click here to have your temporary password sent to the email address on file.

To sign up for Samsung emails Click here

You can select the Unsubscribe link at the bottom of any email you receive from Samsung.com.

Yes, you can change the email address and/or password that you originally used when you signed up for a Samsung Account.

Here's how to change your email address:

1. Go to www.samsung.com/us/
2. Click the Login on the top right hand corner.
3. Enter your Email and Password, and then click Sign In.
4. Hover the cursor over HI, < YOURNAME >, and then click My Profile from the popup that appears.
5. Click My Account Information.
6. Click Change email.
7. After submitting the change, sign out of Samsung Account, then sign back in to ensure that the change has taken effect.

Here's how to change your password:

1. Go to www.samsung.com/us/
2. Click Login.
3. Enter your Email and Password, and then click Sign In.
4. Hover the cursor over Hi, < YOURNAME >, and then click My Profile from the popup that appears.
5. Click My Account Information.
6. On the Edit My Account screen that appears, click Change Password?
7. Enter your current password, then enter your new password.
8. Re-enter your new password to confirm it, then click SUBMIT.

Yes, you can cancel your US Samsung Account anytime. Please note that all information related to your account, such as purchases, apps and content, will be deleted and is non-transferable, should you wish to open another Samsung Account in the future. If you wish to sign up for another Samsung Account in the future, you will need to use a different email address from your original account - you will not be able to use the same email address.

Here's how to close your Samsung Account:

1. Go to www.samsung.com/us/
2. Click Login
3. Enter your Email and Password, and then click Submit.
4. Hover the cursor over HI, < YOURNAME >, and then click My Profile from the popup that appears.
5. Click My Account Info.
6. On the Edit My Account screen that appears, click Close Account
7. Confirm and then click CLOSE MY ACCOUNT.

You may also contact our Customer Support Center at 1-855-SAM-USA1 (1-855-726-8721).

Samsung takes your security seriously. We implement many layers of safeguards to protect your security and privacy. Our servers encrypt all information submitted to them, so you can be confident that your credit card information will be kept safe and secure. For complete information on our security measures, please refer to our Privacy Policy.

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0% APR for 18 or 24 Months with Equal Payments: Available on select products on Samsung.com charged to a Samsung Financing Program Account. Minimum purchase: $1000 for 18-month, $500 for 24-months. 0% APR from date of eligible purchase until paid in full. Monthly payment equals the eligible purchase amount multiplied by .05556 for 18-month offer or .04167 for 24-month offer, and rounded to the nearest penny. Last payment may be less. Total amount of payments will not exceed eligible purchase amount. Other transactions and fees affect overall minimum payment amount. Advertised payment amount excludes taxes, delivery or other charges. Limited time offer. Regular account terms apply to non-promo purchases. Minimum interest charge: $1. Standard Purchase APR: 29.99%. Prior purchases excluded. Account must be in good standing. Subject to credit approval. Samsung Financing Program Account issued by TD Bank, N.A.



No Interest if Paid in Full within 6 or 12 Months: Available on purchases on Samsung.com charged to a Samsung Financing Program Account. On purchases of $250 to $499.99 for 6-month, $500 or more for 12-month. To avoid interest, you must pay the full promo balance before the promo period ends. If you do not, we will charge interest from the purchase date at the standard Purchase APR. After the promo period ends, the standard APR also applies to the remaining balance and the charged interest. You are required to make minimum payments, but minimum payments will not pay off the balance on time. You must make larger payments to avoid the interest. Advertised monthly payment, if any, is greater than your required minimum monthly payment and excludes taxes, delivery or other charges. Limited Time Offer. Regular account terms apply to non-promo purchases. Minimum interest charge: $1. Standard Purchase APR: 29.99%. Prior purchases excluded. Account must be in good standing. Subject to credit approval. Samsung Financing Program Account issued by TD Bank, N.A.

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