Frequently Asked Questions
Interested in trading in your old Smartphone or Tablet? This page answers key questions on our latest trade-in offer.
What is the Samsung Trade-In Promotion?
The Samsung Trade-In Promotion allows customers to trade in an eligible device and receive an instant trade-in credit toward the purchase of a new qualifying Galaxy device.
The instant trade-in credit for trading in a Smartphone or a Tablet applies only to New Samsung Galaxy Devices... Click here for the complete Samsung Trade-In Program Terms and Conditions.
What requirements does my device have to meet in order for me to receive the trade-in value?
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.
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.
What happens if I don’t send in a 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, or, a different time period Samsung specifies for this promotion, 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.
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. *Devices financed through a carrier will have the charge on the credit card used at time of purchase.
What if Samsung determines that my device does not meet the minimum conditions or that my device is not an eligible device model for this promotion?
Samsung will evaluate your device when we receive it, and if we determine that it does not meet the conditions described above, or 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 by visiting the My Orders Page .
What is a Cracked Screen Offer?
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).
What device models can I currently trade in?
Click Here for smartphone models that currently qualify for trade-in. The types of devices eligible for trade-in may be updated at any time by Samsung by updating the drop-down menus where you select your trade-in device at the time of your purchase of your new device.
The device I’m trading in is the one I currently use. Can I still trade it 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 unless Samsung specifies a different time period for this promotion.
If you fail to send in your trade-in device within 15 days or a different time period Samsung specifies for this promotion, Samsung will charge your credit card or other form of payment that you used to purchase the new device for the amount we gave to you as a trade-in credit toward the Galaxy you purchased. *Devices financed through a carrier will have the charge on the credit card used at time of purchase.
The device I’m trading in is one that I bought using an equal payment or other financing plan, and I still have payments left on it. Can I still trade it in?
Yes – however, please note that all remaining payments on the device you’re trading in are your responsibility. You may also be subject to additional fees. Check with your current carrier for details.
I lease my device. Can I trade it in?
No – leased devices are not eligible for this Trade-In Promotion unless you purchase the leased device from your carrier before trading it in. Check with your carrier for details.
Trading in Your Device
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.
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.
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.
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.