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Most Frequently Asked Questions

  • Yes! In an attempt to make things easier for our customers, we have made a number of changes to shipping, trade-in, returns, and ways to contact us.

    Here are the changes:

    • To empower our community to work and learn from home, we’re upgrading all mobile phone, wearable, IoT devices, computer, tablet and Buds + orders to free overnight shipping.

    • From processing your order, to handling stock, to delivery, our teams are taking all necessary precautions in order to protect everyone’s health and safety, while also paying scrupulous attention to sanitization throughout the process.

    • We’ve partnered with FedEx to enable verbal acknowledgement for order deliveries in lieu of physically signing for your package.

    • We’ve also worked with our final mile delivery partners on home appliance deliveries to provide garage drop-offs to help maintain social distancing.

    • To make returns more convenient, we’re extending the return window for all orders. You’ll still have the usual 15 days to request a return, but now you’ll have an extra 30 days to actually send in your return.

    • In addition to returns, we’re also extending the trade in return deadline. If you have a pending trade in, you’ll have extra time to send in your device. Same as above, we’ll notify you with any updates proactively.

    • We’re increasing our live chat customer service capabilities so we can assist as needed, while allowing our agents to work from the safety of their homes.

    If you have a question or concern about a recent order, please chat with us

    We will continue assessing the situation and adjusting to make sure the safety of your family and ours remains the number one priority as we work through this together.

  • If a product is out of stock, or unavailable online, we provide the “Where to Buy” button to help you find a local retailer carrying the product. We will add an option to buy once the product is in stock, so be sure to check back often!

  • You can always track your order by signing into the My Orders page and using the “Track Order” button next to the item you’d like to track. If it’s marked as delivered, but you still don’t see it, be sure to check the surrounding area and wait at least 24 hours. This will help ensure the carrier didn’t place the package out of view or mark the parcel as delivered in error.

  • It’s easy! Simply sign into the My Orders page and use the “Return” button to initiate a return. You’ll have 15 days to return the product once an RMA has been issued. Please keep in mind, all merchandise must be in the original packaging and have all the original items (such as manuals, remotes, cables, etc.)

  • Check out our full FAQs!

Manage Your Order

Check order status, track shipment and returns.

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ᶿ eligible devices include Galaxy Note10, Note10+, S10, S10+, S10e, Note9, Note8, S9, S9+, S8, S8+, S7, S7 Edge, S7 Active or select iPhone and Android devices. Select device and condition on trade in step.

 

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