Verizon mobile 30-day return and exchange FAQs

You can complete a 30-day return or exchange with Verizon if you purchased from:

• verizon.com or in the My Verizon app
• By phone with Verizon Customer Service
• A Verizon store

Important: If you bought from a Verizon Authorized Retailer (e.g, Best Buy, etc.) review their return policy. You must make your return or exchange at their location.

*To exchange accessories online, you must be a Verizon account holder for at least 60 days. Your account balance can't be more than $24.99.

To start a return or exchange* through My Verizon:

1. Go to your Orders page and select View details next to the order from which you want to return or exchange items.
2. Select Return or exchange and pick your items.

Before you send back your return and/or exchange*:

1. Be sure the device and or accessory is in like-new condition.
2. Turn off Find my iPhone® or the Find My app (Apple®) or Find my Device (Android™).
3. Restore your device to factory default settings and delete any personal data.
4. Put the device and/or accessory in the original packaging and shipping carton. You must include your receipt. Keep a copy of your receipt for your records.
5. Attach the pre-paid shipping label to the box. Keep a copy of the label for your records.

*If you're exchanging a device that has a Verizon mobile line of service, return it to us after you've activated the new device you ordered. Verizon's return policy still applies.

If you misplaced your shipping label:

1. Go to your Orders page in My Verizon.
2. Look for your recent order. Choose the order and select Return or exchange.
3. Follow the steps to set up your return or exchange and print a shipping label.

You can also return or exchange your eligible merchandise at a Verizon store.

Important: If you bought from a Verizon Authorized Retailer (e.g., Best Buy, etc.) review their return policy. You must make your return or exchange at their location.

Here's steps to prepare your device.

Clear your device, including:

• If Find My iPhone / Find My app or Find My Device is enabled, disable it before returning your device to us.
  • Apple iPhone - Set up Find My iPhone (iOS 12 or earlier)
  • Apple iPhone - Set up Find My app (iOS 13 or later)
  • Android - Turn Find My Device on/off
• Turn off iMessage® If you're switching from an Apple device to a non-Apple device (e.g., Android or Windows Phone, etc.) or you may not get text messages from others using Apple devices.
• Remove your personal content and accounts from the device.
  • Apple - Restore your iPhone, iPad®, or iPod® to factory settings
  • Android - Reset your Android device to factory settings

You can track your return shipment by contacting the carrier used to ship your package.

When we get your complete and undamaged returned equipment in like-new condition, we issue a refund:

• Purchases made by credit card are refunded through a credit to your credit card (which may take up to 3 weeks).
• Purchases made by cash or check are refunded by check (may take up to 7 weeks).
• If you billed your purchase to your account, you get a credit within 2 billing cycles.