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Frequently Asked Questions

Can I sell a device that has been reported lost or stolen?

No. We cannot accept devices that have been reported as lost or stolen. The device you sell must be yours to sell and must not have been reported.

How is my personal information protected?

We take the protection of your personal information very seriously. We can assure you that we only use this information in accordance with our privacy policy. For more information please read our privacy policy.

  • Any information left on your device will be erased and the device will be reset to factory settings.

 

How do I remove my iCloud, Google, or Samsung account?

Please read our Guide to Removing iCloud, Google, and Samsung Accounts. 

***If you do not remove the iCloud, Google, or Samsung account from your device, the device will be returned to you or recycled, as it cannot be activated by another user. If you are having trouble removing your account, please contact our support team.

How do I prepare and ship my device?

Prepare your device for shipment:

  • Remove your iCloud or Google/Samsung account and all passwords. 
    • Please note: We do not accept devices that are locked or reported lost or stolen.
  • Deactivate carrier service and pay off any remaining balance on your account.
    • Please contact your carrier to pay any balance due on your device or to terminate service. We may send you a revised offer or have to return your device if this has not been completed.
  • Backup files if necessary then factory reset your device.
    • We recommend that you backup any files or photos that you would like saved and then factory restore the device.
  • Remember to remove SD or SIM cards from your device
  1. If you are using your own box, make sure that it is durable and use enough packing materials to protect your device. (Suggested packing material: cardboard box, padded envelope, bubble wrap, newspaper, foam, etc.)
  2. Print your shipping label and tape it to the top of your box. Your shipping label is sent to the email address provided to SmartphonesPLUS at checkout.
  3. Drop off your box at your local USPS location. To find the nearest shipping location click here.
Can I send a device to recycle?

Yes! It is a collective effort to take care of our environment. We will accept devices you wish to recycle and will dispose of them properly.

Can I get a higher offer if I include accessories?

We do not offer more for phone accessories. Although, if you are selling a computer (MacBook, Surface, etc.) your offer will be reduced if you do not include the AC adapter, charger, and keyboard, if applicable.

What happens if SmartphonesPLUS disagrees on a device's condition?

We will send you an email notification stating that our inspection team found your device to be in a different condition than was specified during the quoting process. If this occurs, you will receive a revised quote and will be prompted to accept or decline this new offer. If you accept, payment will be sent to you. If you decline, we will return your device.

What happens if SmartphonesPLUS disagrees on a device's model?

We will send you an email notification stating that our inspection team found that your device was a different model than was specified during the quoting process. If this occurs, you may receive a revised quote and will be prompted to accept or decline this new offer. If you accept, payment will be sent to you. If you decline, we will return your device.

Can I track my package/device while it's in transit?

Yes, you will receive your package’s tracking number by email and will be able to track the package through your mail carrier’s site. We will also give you updates once your device is received and inspected.

What payment options do I have?

We offer payment by check or through PayPal.

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