Need to return or exchange your new device?

If you bought your device online (att.com), over the phone with AT&T, or at an AT&T branded store, you have 14 days to start your return or exchange.

Two easy ways to get started

  • Give us a call

    We will initiate your return or exchange by emailing you a prepaid shipping label to mail your device back. While device returns are subject to a restocking fee of up to $55, if you purchased your device online (att.com) and return by mail, the restocking fee will be waived.

  • Head into a store

    Make your return or exchange with the help of one of our friendly experts at any AT&T retail store. Device returns made at an AT&T retail store are subject to a restocking fee of up to $55.

More details on our return and exchange policy

Learn more about our return and exchange timelines and restocking fees.

Consumer and Signature Customer Program
Devices and Accessories

See details

Corporate Responsibility User
Devices and Accessories

See details

SHIP IT BACK

It’s easy to return by mail

Simply:

1. Call 800.331.0500 to request a prepaid shipping label (and choose your new device, if exchanging).

2. Pack your device and all original components in the original packaging.

3. Include proof of purchase with your return and keep a copy for your records.

4. Save the prepaid shipping label tracking number for your records and mail your device back via USPS.

5. Track your return at tracking.smartlabel.com

If the device isn’t in like-new condition, or items are missing, your return or exchange may not be accepted. Other conditions and restrictions apply.

Steps to take prior to returning your device back to AT&T

Start the return process

Call Customer Care at 800.331.0500 or head to your closest AT&T store.

Back up your device

Ensure all your photos, videos, and contacts are backed up.

Disable your security features

Be sure to disable the Find my iPhone® (iOS®) or Find my Mobile® (Android®) apps and sign out of any cloud services.

Frequently asked questions

  • How do I return my equipment?
    If you purchased your equipment from an AT&T branded store, online (att.com) or over the phone with AT&T, you may return or exchange your equipment once at an AT&T branded store or by mail by calling 800.331.0500. Returns or exchanges of your equipment must be made within 14 days from purchase date (or shipping date if equipment was shipped) for a full refund, less any applicable restocking fees.  To initiate your return by mail, call us at 800.331.0500 within 14 days from the purchase date (or shipping date if equipment was shipped).  Corporate Responsibility Users can initiate returns up to 30 days after purchase date (or shipping date if equipment was shipped).
  • Are there any restocking fees?
    When returning equipment to an AT&T-branded retail store you may be charged a restocking fee of up to $55.  You will not be charged a restocking fee for an Apple device returned in unopened packaging. Orders placed online and returned by mail will be eligible for waived restocking fees.
  • How do I get my refund for a return?
    Your refund for a return, less any applicable restocking fees, may be made through the original payment method (credit, debit, check, etc.) and may take up to 2 AT&T bill periods.  Any promotions that were part of the original purchase will be voided. We may also reduce the amount of refund for restocking fees.  Additional information can be found in the More Details On Our Return Policy section above.
  • How can I make an exchange?

    You may exchange equipment for another device once within the applicable return period. Additional information can be found in the More Details On Our Return Policies section above. 

    If you purchased your equipment from an AT&T branded store, online (att.com) or directly over the phone with AT&T you may exchange your equipment at an AT&T branded store or by mail by calling 800.331.0500. 

    If you bought an AT&T Certified Restored or AT&T Certified Pre-Owned device and want to exchange it for a brand-new version of the same device (if available), or a different device, within the applicable return period, you will have to pay the price difference between the AT&T Certified Restored or AT&T Certified Pre-Owned device and the new device. 

    Corporate Responsibility Users (CRU) with a term commitment:

    Your CRU line will be subject to a new service commitment.

    The price you paid for the original equipment was a term commitment price. The new equipment may have a different cancellation fee amount associated with it from the original equipment, e.g., you exchange from a basic phone to a smartphone. The new service commitment term will restart from the date the new equipment is activated (which is also the purchase date or the shipment date if the equipment was shipped). This will be your new service commitment start date. However, your original service activation date will be applicable for all other purposes, including, but not limited to, applicable warranty period and calculating any cancellation fees you may be obligated to pay. 

  • What is like-new condition?
    Your equipment must be in like-new physical and working condition (e.g., no physical blemishes, internal damage, screen, or other external damage). It must include all original components in the original packaging and the receipt/proof of purchase. If anything is missing or the device is not in like-new condition, your return may not be accepted.