Q. How much is shipping?

Shipping is on us. Once you submit the Sell My Device form you will receive a shipping label.

Q. What happens if the device is in a different condition than I submitted in the Sell My Device form?

If the device is not in the same condition you described on the Sell My Device form, you will be sent a revised offer. You are able to decline the revised offer and the item will be shipped back to you at no cost.

Q. What defines Like New Condition?

No defects on LCD (no dead pixel damage, or discoloration on LCD)
No signs of wear on housing or screen.
No scratches or dents on back housing or corners of the housing.
No bents or signs that the device has been bent back to its original shape.
Device Includes its battery & back cover (accessories not required)
Device powers on and off.
Devices can make and receive calls.
No faulty or missing buttons.
No water or any form of liquid damage.

Q. What defines Partly Working condition?

Powers On
Screen / LCD / touch Screen is cracked, faulty or “ink bleeding.”
One or more major functions are faulty.
Wi-Fi faulty.
Camera faulty.
Microphone or Speaker faulty.
Connector faulty.
Housing has major crack
Not able to make & receive calls.
Faulty or Missing buttons.
Mild Water damage.
Battery LifeCycle below 80%.
Housing not bent.
Device includes its battery & back cover (accessories not required)

Q. How do I send my Device(s) to you?

We will provide step by step instructions and email you a shipping label.

Q. What is the cost of Postage

The price of postage is determined by the weight of the package.

Q. Where can I get a Postage Paid Label

Submit a “Sell My Device” form.

Q. Should I include my SIM card when I ship my device to you?

No, we only require the handset and battery.
Please make sure your SIM card and SD cards are removed.
If you accidentally send your sim card or SD Card along with the device, we can send it back for a fee.
We will destroy any cards sent in with the device to protect your privacy and data charges. Sell My Phone is not responsible for the loss of data, sd cards, or sim cards.

Q. How long do I have to send my Device(s)?

Please send your device within 14 days of the “Sell My Device” form submission.
Orders over 14 days will Expire and you will need to re-submit the “Sell My Form” once again.

Q. I sent my product, has it arrived?

We are automated! Our system will send you an email notification when your device(s) have arrived.

Q. Can I send my devices from outside the Country?

No, at the moment we only accept items within the United States.

Q. When can I expect Payment?

Your payment is processed within 1-2 business days from the date we receive and inspect the item.
You will be notified by e-mail, at each stage of the process, from start to end.
You will be receiving 3 emails from start to finish.

I received email confirmation that payment has been sent to me, but I have not received the funds?

If you have not received your payment within 5 days, please contact our Customer Support Team by email with your name, device, and best form of contact.

Q. I have not recieved email notification.

Please check your spam or junk folders.
Alternatively, you are also able to log in to your account online and check your status. We are now sending SMS alerts too!

Q. Are my personal details secured?

All information collected is encrypted to ISO/IEC 27001 data security standards.
All the information we ask for, when you place your order is essential for us to process your order and keep you up to date. We do not sell, or otherwise pass on any of your details to other parties.
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Q. How do I find the model of my phone?

Most models have a printed label on the back of the device OR under the battery pack, if the back comes off.
You can also go under settings under “about phone”
You are also able to match your model, by going through the gallery pictures on our website by manufacturer.

Q. What if my device is not on your website?

We have dedicated staff on updating our product range.
Sorry, but if it is not on our list we cannot offer money for your device.
Most Pre-Paid devices from Supermarkets will not have a BuyBack price.

Q. Why do I need to type my IMEI number into the website?

The IMEI and Serial Number of devices is required by law to prevent fraud.
Inputting IMEI or Serial number is optional, and we will complete it for you, once device is received.
This is to ensure we are not processing stolen devices.

Q. How do I find my IMEI or Serial Number?

Most models have the number printed on the back of the handset or if back door comes off, it can be found under the battery pack.
OR
For Smartphones the IMEI number is found by going to the Telephone KeyPad.
1. Press * # 0 6 # on your keypad.
2. Press Call or ËœSend as if making a call.
3. Your IMEI number will be retrieved and displayed on your screen.

Q. What is the model series vs the exact model name?

Phones have Brand Names followed by a Model Series, and then the model name or number.
Example of SAMSUNG Brand and Series are:
Samsung Galaxy J | Samsung Galaxy S | Samsung Galaxy NOTE | Samsung Galaxy A | Samsung Galaxy Mini | etc
Other models that have Brand and Series:
Sony XPERIA | Nokia Lumia | Motorola RAZR | LG Optimus | LG G series | Huawei Ascend | HTC U | HTC One | HTC Desire | BlackBerry Bold | BlackBerry Q | Google Pixel | Google Nexus
You will always find the exact model number in [Settings],[About] or on the back of your device or under the battery.

Q. What if the phone or device is stolen?

We will only honor the Buy-Back price if you are the rightful owner.
If any product or products turn out to have been reported lost or stolen, we will not process payment or any compensation for the device(s).
We are required by law to hand in any product that is stolen to the legal owner or to the local police station.

Q. What if the phone or device is counterfeit or copy?

Counterfeit/fake devices received by us, will be crushed and recycled.
No payment will be made, and the device will not be returned.

Q. What if the condition of my device differs from I have stated

3 Day Phone Back Promise:
If your device fails our testing (differs from what you have stated), we will contact you by email.
You will be given the option to accept the adjusted price, or have your device(s) returned.
There is no fee for the return of your product(s).
If we haven't heard from you after 3 days, we will continue to process the device at our tested price.
Please read our Terms and Conditions

Q. How do I turn off iCloud for Apple devices?

Q. How do I turn off Google account from Android devices?

Here is the way to turn it off Reactivation Lock from Google's website.
Log into https://myaccount.google.com with your Google email address and password.
Under Sign In & Security On left of screen - click on Device Activity And Notifications.
On the right of the screen, click Recent security events and click on REVIEW DEVICES
You will now see all devices linked to your Google account.
Click on every single device which you want to remove (inc. the one mentioned above) and select REMOVE under account access.

Q. How do I look up model of Apple iPhone or iPad?

Locate the imei or serial number of your device and go to this great website iunlocker.net

Q. I sent my memory card or SIM card with my phone. Can I have it returned?

Yes, As long as you inform us before we process your device(s). Simply contact our Customer Support Team.

Q. Will my device(s) be data erased?

Yes,
All devices are plugged into Mass Data Erasing software.
Even before we start to Grade and test your device(s).
Any products that do not turn on, are recycled and processed according to State and National laws and in an environmentally controlled manner, eliminating e-waste to landfill.