Frequently Asked Questions
Got your new phone? This page will show you how to prepare your old device for return by properly resetting and removing sensitive information. You'll also find answers to other common questions about our mobile phone trade-in process below.
Trading in Your Device
How do I remove all of the personal information on my device before I trade it in?
Refer to the user manual or support page on Samsung’s website 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 trade in.
Can I trade in more than one device with the shipping label that was sent to me for my trade in?
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. If you require additional assistance, please click here for the available support options.
When I ship back to Samsung the device I’m trading in, should I send the charger, case or other accessories with the device?
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.
What happens to my device once I send it back to Samsung?
You will receive an email from Samsung when your device has been received and evaluated; as long as the device meets the criteria described above, you don’t need to do anything else.
What if I lost or threw out the shipping label that was sent to me for my trade in?
If you have lost or discarded the shipping label, please log into your Samsung account and reprint the label from your My Orders page. If you require additional assistance please click here for the available support options.
What if I change my mind about the trade-in before I ship it to Samsung?
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 or, a different time period Samsung specifies for this promotion, you will be charged the full retail price of the Galaxy device you purchased and this charge will be done using the same payment method that you used when you completed your initial order with us.
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 and you must provide an alternate payment method.
What happens if I send my trade-in and decide to return the new device??
We’re sure you’ll love your new Galaxy Smartphone or tablet but, just in case, our normal Return Policy applies (or in the case of in-person purchases made at Samsung Galaxy Studios, you must return the Galaxy device that you purchased under this Trade-In Program to the Samsung Galaxy Studio from which the device was purchased within 30 days of such purchase). 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 per the terms of our Return Policy.
Please note, if you return your New Samsung Device after you have sent in your old device, 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.
My device did not qualify for the trade-in, can Samsung send in my trade in device to be returned back to me?
Yes, since the trade in device did not meet the criteria needed, you have the option to send it back to the originaly shopping address on file by visiting the My Orders Page . The full instant discount applied at checkout is no longer available.
My device qualified for the trade-in but I would like to get it back if possible. Can I get my device back?
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.
Can I get my trade-in device back if I decide to return my new Samsung device?
No, if you return your New Samsung Device after you have sent in your old device, you will not be reimbursed for any refund or other value for the Trade-In Device credit that was deducted from the purchase price of your New Samsung Device.
Will I still get the minimum $25 trade-in value if I request to get my old trade-in device back?
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.
How will I track the trade-in device that is being sent back to me?
Samsung will be sending you an email with the tracking information within 3-5 business days after you request to return your trade-in device.
What if I have other questions?
We’re here to help! If you require additional assistance please Click Here for the available support options and we’ll be happy to assist you with any additional questions you may have.