Upgraded Your Verizon Phone? Here's Your Ultimate Guide to a Smooth Return!
So, you've got your shiny new Verizon phone in hand – congratulations! But what about your old device? Whether you're returning it as part of a trade-in, an early upgrade, or simply because you've decided the new one isn't for you, navigating the return process can feel a bit like a maze. Don't worry, you're not alone! This comprehensive guide will walk you through every step, ensuring your return is as hassle-free as possible. Let's dive in!
Step 1: Understand Verizon's Return Policy – Know Your Window!
The very first and most crucial step is to know Verizon's return policy and the specific timeframe you have. This is where many people run into issues, so pay close attention!
Sub-heading: The 30-Day Rule (Generally!)
Generally, Verizon allows you to return or exchange wireless devices and accessories within 30 days of purchase. This 30-day window is critical. If you miss it, you might be stuck with your old device, or incur significant fees.
Sub-heading: Special Considerations for Upgrades and Trade-Ins
Early Upgrade Programs: If you participated in an early upgrade program (like paying off 50% of your device), you'll typically have a specific timeframe (often 30 days) to return your old device to avoid the remaining balance being due on your next bill.
Promotional Trade-Ins: If your upgrade involved a promotional trade-in, returning your new device might result in the cancellation of that promotional offer, and the trade-in value might be charged back to you.
"Buy One, Get One Free" Offers: If you return only one item from a BOGO offer, the promotional offer will be canceled, and you'll be charged for the "Get One" device.
Condition is Key: Your device must be in "like-new condition" for a full refund or to fulfill trade-in requirements. This generally means no significant damage like cracked screens, water damage, or major dents. It also needs to power on and off.
Pro Tip: Always keep your original receipt! It's your proof of purchase and essential for any return or exchange.
Step 2: Back Up and Wipe Your Old Device – Protect Your Data!
This step is non-negotiable for your privacy and security. Before you even think about putting your old phone in a box, you must ensure all your personal data is removed.
Sub-heading: Backing Up Your Precious Memories
Cloud Services: For most smartphones, the easiest way to back up is to a cloud service.
iPhone users: Use iCloud to back up your photos, contacts, apps, and settings.
Android users: Google Photos, Google Drive, and Verizon Cloud are excellent options for backing up your data.
Computer Backup: You can also connect your phone to your computer and transfer photos, videos, and other important files manually.
Important: Double-check that your backup is complete and accessible on your new device or another secure location before proceeding!
Sub-heading: Factory Reset – The Ultimate Data Eraser
A factory reset (also known as a hard reset or master reset) will erase all data, settings, and personal information from your device, returning it to its original factory state.
For iPhones:
Go to Settings.
Tap General.
Scroll down and tap Transfer or Reset iPhone.
Tap Erase All Content and Settings.
You may need to enter your passcode and Apple ID password. Crucially, ensure "Find My iPhone" is turned OFF.
For Android Phones (Steps may vary slightly by model/manufacturer):
Go to Settings.
Search for "Reset" or "Factory Data Reset."
Tap Factory data reset (or similar option).
Follow the on-screen prompts. You may need to enter your PIN or password.
Ensure "Find My Device" (Google Activation Lock) is turned OFF. This is vital to prevent activation issues for the next user.
Sub-heading: Remove SIM and Memory Cards
Before packaging your phone, remember to remove your SIM card and any external memory cards (like microSD cards). These contain personal information and aren't part of the phone's hardware.
Step 3: Gather All Original Components – The "Like-New" Expectation
To avoid potential fees or issues with your return, it's generally best to return everything that came in the original box.
Sub-heading: What to Include
The Device Itself: Of course!
Original Box: Yes, the box itself is important!
Charger and Charging Cable: Even if you have others, send the original.
Battery: If it's a removable battery, ensure it's included.
Instructions/Manuals: Any paper documentation that came with the phone.
Other Accessories: Headphones, adapters, or any other items that were bundled with the phone.
Sub-heading: Condition Matters
As mentioned, Verizon's policy emphasizes "like-new condition." This means:
No cracks on the screen or back glass.
No significant dents or deep scratches on the casing.
No water damage.
The device must power on and off correctly.
If your device isn't in "good working condition," your trade-in value might be reduced, or your return could be declined, leading to the full balance of your old device being charged.
Step 4: Obtain Your Return Label or Prepare for In-Store Return
You have a couple of options for returning your phone to Verizon.
Sub-heading: Printing a Return Label (Online Orders)
If you ordered your new phone online or through customer service, a return label should have been included in the box with your new device.
If you didn't receive one, or if you lost it, you can usually print a new return label through your My Verizon account on the website.
Log in to My Verizon.
Navigate to My Orders or Order Status.
Find the relevant order for your upgrade/trade-in.
Look for an option to "Print Return Label" or initiate a return.
Important Note: Some users have reported issues with return labels not being included or being difficult to find online. If you encounter this, don't hesitate to contact Verizon Customer Service.
Sub-heading: In-Store Returns
This is often the safest and most straightforward method, as you get immediate confirmation.
Bring your device, all accessories, and your original receipt to a Verizon Wireless store.
A representative will inspect the phone, process the return, and provide you with a receipt confirming the return. Keep this receipt meticulously! It's your ultimate proof of return.
Step 5: Package Your Device Securely for Shipment
If you're shipping your device back, proper packaging is essential to prevent damage in transit.
Sub-heading: Packing for Protection
Use a Sturdy Box: If you don't have the original shipping box, use a new, appropriately sized sturdy box.
Cushioning is Key: Wrap the phone (and its accessories) in bubble wrap, packing peanuts, or crumpled newspaper to prevent it from shifting inside the box.
Secure the Label: Affix the Verizon return label securely to the outside of the package.
Consider Insurance: For valuable devices, consider adding shipping insurance, especially if the return process doesn't explicitly cover damage in transit.
Step 6: Ship or Drop Off Your Device & Get Proof!
This is the final step in getting your old phone back to Verizon.
Sub-heading: Shipping via UPS/USPS (if applicable)
Take your securely packaged and labeled box to a UPS or USPS drop-off location, depending on the carrier specified on your return label.
ALWAYS get a tracking number and a receipt! This is paramount. The tracking number allows you to monitor the package's journey, and the receipt proves you sent it.
Sub-heading: In-Store Drop Off
If you chose an in-store return, the store representative will handle the packaging and shipping (if not an immediate credit).
Again, get a detailed receipt that clearly states the device was returned and the date/time.
Step 7: Monitor Your Account and Confirmation
Don't assume everything is done once you've sent the phone.
Sub-heading: Check for Confirmation
Keep an eye on your email for a return confirmation from Verizon.
Track your package using the tracking number you obtained.
Monitor your Verizon bill for the next 1-2 billing cycles to ensure the return was processed correctly and you weren't charged any unexpected fees for the old device.
Sub-heading: What if there's an issue?
If you don't receive confirmation within a reasonable timeframe (e.g., a week or two after the tracking shows delivery), or if you see an unexpected charge on your bill, immediately contact Verizon Customer Service.
Have your receipts, tracking numbers, and any communication (chat transcripts, email confirmations) ready. Persistence is key if there's a discrepancy!
10 Related FAQ Questions (How to...)
How to check my Verizon return eligibility after an upgrade?
You can typically check your return eligibility by logging into your My Verizon account (app or website) and reviewing your order details, or by calling Verizon Customer Service. The general window is 30 days from purchase.
How to find my IMEI/MEID number on my old phone before returning it?
You can usually find it by dialing
*#06#on the phone's dialer, checking the phone's Settings (About Phone/Status), or on the original device packaging.
How to disable "Find My iPhone" or "Find My Device" before returning my Verizon phone?
For iPhones, go to Settings > [Your Name] > Find My > Find My iPhone and toggle it off. For Android, go to Settings > Security & location > Find My Device and toggle it off. This is crucial before factory resetting.
How to get a return shipping label if I didn't receive one with my new Verizon phone?
Log in to your My Verizon account online, navigate to "My Orders," and look for an option to print a return label for your specific order. If you can't find it, contact Verizon Customer Service.
How to avoid restocking fees when returning a Verizon phone?
A restocking fee of $50 (plus applicable taxes, excluding Hawaii) generally applies to wireless device returns/exchanges. It's usually unavoidable unless there's a specific promotion or an error on Verizon's part.
How to ensure my old phone is in "like-new condition" for a Verizon return/trade-in?
Ensure there are no cracked screens, significant dents, water damage, or major scratches. The device must power on and off correctly. Clean the device thoroughly.
How to get a receipt for my Verizon phone return if I drop it off in-store?
The Verizon store representative will provide you with a physical receipt confirming the return of your device. Always ask for and keep this receipt!
How to cancel my service after returning an upgraded Verizon phone?
Returning your merchandise does not automatically terminate your service. You must contact Verizon Customer Service directly to cancel your service if that's your intention.
How to track the status of my returned Verizon phone?
If you shipped the phone, use the tracking number provided on your shipping label. If you returned it in-store, keep your physical receipt as proof, and monitor your Verizon account for updates.
How to contact Verizon Customer Service for return inquiries?
You can call Verizon's customer service number (often 1-800-922-0204), use the chat function on their website, or visit a local Verizon store.