Frequently Asked Questions?

How do I...

• Verify what I ordered?
  

  You will find everything that you ordered on the confirmation email that was sent to you after you submitted your order. You can also get the details of your order by signing into our Customer Service center and clicking on the Order Summary tab.

• Check my order status?
  

  To get real-time updates on where your order is at this moment, sign into our Customer Service center. The Order Status tab will provide you with the same information that our agents access and is fast and easy.

• Track my shipment?
  

  Tracking your shipment right to your door is easy once your sign into our Customer Service center and visit the Order Status tab. Once your order is picked up by FedEx, we will display your tracking number and link you directly into their system so know exactly when it will be delivered.

• Cancel my order?
  

  To cancel your order, simply sign into our Customer Service center and visit the Order Status tab. If your order hasn’t shipped, you will see a link to cancel any item on your order. If you order has shipped and you wish to cancel your purchase, simply refuse delivery. If your order has already been delivered, please follow the instructions on your sales receipt to initiate a return.

• Change my email address?
  

  To change your email address, sign into our Customer Service center and click on “Update email” at the top of any tab. Your new email address will be immediately updated in our system. You will receive updates via email as your order processes, so please select an email address that you can check regularly.

• Contact Customer Support?
  

  If you need help with your order, simply sign into our Customer Service center and chat with an agent or send us an email.

• Send an email?
  

  Once you sign into our Customer Service center you will see a link at the bottom of any page to send us an email. Once we receive it and research your question, we will respond back to you immediately.

• Chat with Customer Support?
  

  Once you sign into our Customer Service center you will see a link in the Order Status page to send chat with an agent. Hours of operation are 9am - 10pm Monday through Friday and 9am - 9pm on Saturday (all times Eastern)

How can I view or print my...

• Sales Receipts?
  

  We will include your sales receipt in your shipment. To print or download your sales receipt online, sign into our Customer Support center and click on the Order Summary tab. If your order has shipped, you will see a sales receipt for each phone that you ordered. You will need Adobe Acrobat in order view and print your sales receipt which is also available once you sign in.

• Rebate forms?
  

  We will include your rebate forms in your shipment. To print or download your rebate forms online, sign into our Customer Support center and click on the Order Summary tab. If your order has shipped and your order included rebates, you will see your rebate forms in the Rebates & Promotions section. You will need Adobe Acrobat in order view and print your rebates which is also available once you sign in.

• Terms and Conditions of my purchase?
  

  Your Terms and Conditions will be included in your shipment. To view or print your Terms and Conditions online, simply sign into our Customer Support center. You will find your Terms and Conditions on the Order Summary tab.

• Satisfaction Guarantee Policy?
  

  We are proud of our 100% Satisfaction Guarantee. To view the details of our policy, sign into our Customer Support center and visit the Satisfaction Guarantee tab.

Top 10 Frequently Asked Questions

• How do I track the status of my order?
  

  Our Customer Service center provides the same real-time status that our agents access and is the fastest and most convenient way to track your order. If you have just submitted your order, please allow a few minutes for your order to process through our systems.

• When will I receive my order?
  

  As soon as your wireless service provider approves your order, we will activate (if necessary) and ship your order immediately.

• How will my order be delivered?
  

  We ship all orders via FedEx unless they do not serve your delivery address. If you requested Next Business Day delivery, your order will be delivered on the next business day after the carrier approved your order. If you requested 2nd business day, your order will be delivered 2 business days after the carrier approved your order. Once your shipment is picked up by FedEx, we will display your tracking number on the Order Status page and provide a link directly into FedEx so you can track it to your door.

• Can I return or exchange my phone if I do not like it?
  

  Your satisfaction is our goal. If you are not satisfied with your purchase and would like to exchange it for another item or return it altogether, simply follow the Return & Exchange procedures located on your sales receipt. For additional information, terms and conditions, please sign in and visit the Satisfaction Guarantee tab.

• Can I keep my current phone number?
  

  Yes, normally you can keep your existing phone number; but that will be determined by your wireless service provider. To make sure that we process your order as quickly as possible, please make this selection when you are placing your order.

• Can I modify my order?
  

  Yes, we want to be sure that your order is delivered properly the first time. To modify your order, please sign into our Customer Support center and chat with an agent or email us your changes. Please note that changes to any personal information such as your name or address may delay the processing of your order and cannot be accepted after the carrier has approved your application.

• Will I need to pay a deposit?
  

  The carrier's credit determination is based solely on the carrier's credit policies and something that were not involved with at all. Since we don't know what the carrier will decide at the time you place your order, we only tell you that your order is contingent upon the carrier approving your order. This is the same process you would go through if you ordered from any retailer or directly from the carrier. If the carrier requires a deposit, we will notify you via email and on our Customer Support site.

• What if I’m not approved by my selected carrier?
  

  If you are not approved for service or require a deposit, we will automatically search other carriers in your area to find a comparable rate plan and phone.

• How will I be billed?
  

  We will bill you for any equipment related charges such as phones, accessories, airtime cards, Device Protection, shipping, and/or processing fees once your item ships. Your credit card statement will show our charges as “CELL STORES” or "CELL PHONE PURCHASE". The wireless carrier you selected will bill you for any plan-related charges such as your monthly plan fee.

• Can I Always Transfer My Existing Number to My New Carrier?
  

  Generally, yes. In very rare instances, a carrier may not allow a number to be transferred to another carrier. The most frequent reason for denying a request to port a number is when a customer attempts to transfer a number to a different state. If this applies to you, please sign into our Customer Support Center and chat live with a Customer Service representative who will be glad to modify your order.