Frequently asked questions

Everything you need to know about ordering, shipping, returns and warranty.

Shipping & Delivery Times

When will my order ship after I place it?

Answer coming soon.

What is the estimated delivery date / how long does delivery take?

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My tracking hasn't updated / my order hasn't moved — what's going on?

Answer coming soon.

Why is my order delayed?

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Can you expedite or rush my order? It's a birthday/gift and time-sensitive.

Answer coming soon.

Which carrier do you ship with?

Answer coming soon.

Order Changes & Cancellation

Can I cancel my order?

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I found my phone / no longer need it — can I cancel before it ships?

Answer coming soon.

Can I change the shipping address on my order?

Answer coming soon.

Can I add delivery instructions (leave on porch, gate code, etc.)?

Answer coming soon.

I ordered the wrong model/color/storage — can I change it before it ships?

Answer coming soon.

Delivery Problems (Lost / Wrong Address)

Tracking says delivered but I never received it — what do I do?

Answer coming soon.

My package was delivered to the wrong address — how do I fix this?

Answer coming soon.

The carrier marked it delivered but it's not here — can you help?

Answer coming soon.

My return was delivered back to you — when will I be refunded?

Answer coming soon.

Product Condition (New vs Used)

Is this phone brand new (not used or refurbished)?

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I received a phone that looks used / already activated / scratched — what now?

Answer coming soon.

The box seal was broken or missing — is this normal?

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The phone had fingerprints or prior data / was already set up — why?

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Wrong or Missing Items

I ordered two phones but only received one — where is the rest?

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I received the wrong color (e.g., ordered white, got icy blue).

Answer coming soon.

I received the wrong storage size (e.g., ordered 256GB, got 128GB).

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I received a different model than I ordered.

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My order is missing the charger — is a charger included?

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Does the case / accessory ship separately from the phone?

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Damaged / Defective / Not Working

My phone or tablet arrived not working — what should I do?

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The screen is cracked or damaged on arrival — how do I get it replaced?

Answer coming soon.

The USB-C / charging port isn't working — can I get a replacement?

Answer coming soon.

The device stopped working shortly after I received it — what now?

Answer coming soon.

SIM, eSIM & Dual SIM

Does this phone use a physical SIM, an eSIM, or both?

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Does it support dual SIM (two physical SIM slots)?

Answer coming soon.

I need a phone with two physical SIM slots — does this model have that?

Answer coming soon.

How do I insert or activate the SIM card?

Answer coming soon.

Carrier Compatibility / Unlock / IMEI

Is this phone unlocked / will it work with any carrier?

Answer coming soon.

Will this work with my carrier (Cricket, AT&T, T-Mobile, Verizon, Metro, Straight Talk)?

Answer coming soon.

How do I find the IMEI so my carrier can activate the phone?

Answer coming soon.

My carrier says the phone isn't compatible — what network bands does it support?

Answer coming soon.

The phone won't activate on my network — can you help?

Answer coming soon.

Region / Version (US vs International)

Is this the US version or an international version?

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The device is preconfigured for another region with no US settings — how do I change the language/settings?

Answer coming soon.

Is this a global phone that works in the US?

Answer coming soon.

Will I receive software and security updates on this version?

Answer coming soon.

Authenticity & Specs (Pre-Purchase)

Is this phone genuine and authentic (real, not fake)?

Answer coming soon.

Can you confirm the full specifications before I buy?

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Is the device new and factory-sealed when it ships?

Answer coming soon.

Returns

How do I return my item / where do I send it?

Answer coming soon.

Can you send me a return label?

Answer coming soon.

I have an unopened package and want to return it — how do I start?

Answer coming soon.

I've tried to return this several times and it won't go through — can you help?

Answer coming soon.

What is your return window / how many days do I have to return?

Answer coming soon.

Refunds

When will I receive my refund after you get the return?

Answer coming soon.

How long does a refund take to appear on my card?

Answer coming soon.

My card was charged but the order didn't go through — can you refund me?

Answer coming soon.

I was refunded instead of having my order fulfilled — why wasn't my order shipped?

Answer coming soon.

Warranty & Replacement

Is there a manufacturer warranty? How long does it last?

Answer coming soon.

How do I get a warranty replacement for a defective unit?

Answer coming soon.

Can I get a replacement instead of a refund?

Answer coming soon.

Pricing & Promotions

Do you offer any discount or price match?

Answer coming soon.

Will you honor the promotional price I saw earlier?

Answer coming soon.

Contact & Account

What's the best way to reach you / can you call me?

Answer coming soon.

Can you help with an order I placed through Walmart.com on the customer's behalf?

Answer coming soon.