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Get device return tips

Learn how to turn in a device on installment after an early upgrade or certain term or rate change. Or, if you’re returning it for someone who’s deceased.


DETAILED INFO

Before you send the device back

  • Be sure you send it back within 10 days to avoid being charged the balance on the device’s installment plan.
  • Confirm it’s unlocked. Find out how to unlock the device you're returning
  • Remove and don’t send the SIM card, memory card, or any accessories.
  • Write down:
    • The device’s IMEI info for its installment plan. (To find it, press *#06# on the device.)
    • The return materials authorization (RMA) number that we gave you when you called us. Or, find the RMA printed on the prepaid shipping label.
  • Make these changes to your device. Otherwise we won’t accept it, unless it’s a device return for a deceased person.
    • Turn off Find My iPhone® on an Apple® device or Find My Mobile for Android®.
    • Perform a factory reset to remove all personal info stored on the device.
    • Fix a device with physical damage, like a cracked screen or missing buttons.
    • Keep your device if you made change its appearance, like color, decals, or different buttons.

Ready to return the device

  • Use the shipping materials we sent you, which may be the box your new device came in, if applicable. Be sure to only ship one device per box.
  • Drop the device off at the U.S. Post Office or at one of our company branded stores.
    • Only ship the device. Hold on to your power chords and accessories.
    • Request a U.S. mail receipt.
    • Be sure to write down your tracking number.
  • Want more details? Check the return instructions in your box or shipping materials. If we sent you shipping materials and you’re missing a label, call us.
  • Keep in mind, we can’t return devices once they've shipped.

After you send the device back

  • Track your return at tracking.smartlabel.com.
  • Be on the lookout for a text and an email confirming we received the returned device.
Last updated: April 30, 2021

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