How do I get a replacement for my defective mobile device?

To find out if you're eligible to get a Certified Like-New Replacement device, contact us from a phone other than the one you're experiencing a problem with. You can also visit a Verizon store.

How do I prepare to send back the defective mobile device?

After you get your Certified Like-New Replacement, send us your defective device within 5 days or you'll be charged up to the retail price of the replacement. Before you send the defective device, do all of these (or as many of these as the defect allows): Check for damage - If the device you send us is found to have been misused, has liquid damage, hardware or software alterations or unreasonable wear and tear, you'll be charged a damaged device fee. Learn how to check for damage to avoid a fee. Back up your contacts and content - Back up the pictures, videos, messages or contacts you want to save. Use an USB cable, SD (memory) card or visit our Content Transfer Center to back up using Verizon Cloud, Google Drive™ online storage service or Apple iCloud®. Remove accessories - including the battery (if removable), SD memory card (if applicable), SIM card (if applicable), USB cables, etc. If you're not sure how, refer to your device's User Guide. Disable Find My iPhone® / Find My app or Find My Device - You must disable this before shipping to us. Failure to disable will delay the processing of your device, and can cause an activation failure in a new device. To learn how to disable visit: 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.), you need to turn off iMessage before activating your new phone or you may not receive text messages from individuals who use Apple devices. Do a factory reset to protect sensitive information that might be on your device: Apple - Restore your iPhone, iPad®, or iPod® to factory settings Android - Reset your Android device to factory settings Register for My Verizon if you haven't already. You don't need to re-register for My Verizon when you get a new device.

How do I ship my device to Verizon?

Send your device to us within 5 days of receiving your Certified Like-New Replacement, or you'll be charged up to the retail price of the replacement device. After preparing your defective device, get it ready to ship: Insert the defective device under the film of the cardboard insert found in the shipping box to ensure its safety. Place the insert, with the defective device under the film, back inside the shipping box. Seal the shipping box and attach the shipping label. Note: If you need a new label, visit our My Orders page in My Verizon to print one. Learn about shipping labels. Drop off your packaged defective device at the nearest location of the carrier identified on the shipping label or arrange a pick-up with the carrier. Record your tracking number in case you need it later. Note: Once shipped to Verizon, your device can't be returned to you.

How do I track my Certified Like-New Replacement order and the defective device?

When the replacement order is processed we email you an order confirmation with an order number. Use the order number to track delivery of your replacement device on our Order Status page. You must send us the defective device within 5 days of receiving your Certified Like-New Replacement. Track your defective device's shipping to Verizon through the carrier identified on the shipping label.

Am I eligible to get a replacement for my defective mobile device?

Unless you purchased device protection when you got your device, your replacement options depend on when you bought the device and if your account meets in-warranty account requirements: 30 days or less since purchase: The device is replaced with a new device at no cost to you. More than 30 days since purchase and up to 1 year: The device is replaced with a Certified Like-New Replacement at no cost to you. Note: You can do up to 5 Certified Like-New Replacements at the same time. In-warranty requirements: Your mobile account must be active. Any mobile account tied to your SSN can't have a past due balance greater than $24.99 and can't have a written-off balance of more than $50 within 7 years. The line associated with the replacement can't have non-returned devices with expected defective device is not showing as returned.

What is a Certified Like-New Replacement?

Certified Like-New Replacement devices have been thoroughly inspected and reconditioned to like-new condition. These devices go through comprehensive testing, including: Visual cosmetic inspection Advanced functional, manual and electronic inspections Latest software and hardware upgrades The replacement device carries the remaining warranty period from the prior device, or 90 days, whichever is greater. Note: This doesn't limit or supersede any existing manufacturer warranty and may be considered a "warranty" or "service contract"" in certain states. Visit our Important things to know about device protection page for Extended Limited Warranty or Service Contract information.

Is there a charge to do a Certified Like-New Replacement?

These costs may be involved with a Certified Like-New Replacement: A non-return fee up to the retail price of the device may be charged if you don't send us the defective device within 5 days of getting the Certified Like-New Replacement device. If you send us a damaged device (non-manufacturer's defect) to Verizon you may be charged a Damaged Device Fee. If your device is damaged, visit our Repair or replace mobile devices FAQs page for replacement options.

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Si tu dispositivo actual está en garantía y experimenta fallas eléctricas o mecánicas debido a defectos de fabricación, es posible que recibas un dispositivo de reemplazo certificado como nuevo.

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