Hey there! So, you've got an old phone and you're ready to send it back to Verizon. Maybe you upgraded to a shiny new device, took advantage of a fantastic trade-in offer, or perhaps you're simply returning a recent purchase. Whatever the reason, it's crucial to do it right to avoid any unexpected fees or issues. Let's get this done, shall we?
This comprehensive guide will walk you through every step of the process, ensuring a smooth and successful return.
How to Return Your Old Phone to Verizon: A Comprehensive Guide
Returning an old phone to Verizon typically falls into a few categories:
30-Day Return/Exchange: If you've recently purchased a device and are within the 30-day return window.
Trade-In Program: You're sending back an old device as part of a trade-in promotion for a new phone.
Early Upgrade/Device Payment Payoff: You're returning a device after upgrading early or fulfilling a device payment agreement.
Warranty Replacement: You received a replacement phone due to a defect and need to send the old, defective one back.
Each scenario has slightly different nuances, but the core preparation steps remain largely the same.
Step 1: Identify Your Return Type and Eligibility - Let's figure out why you're sending it back!
Before you do anything else, it's vital to understand why you're returning your phone. This determines the specific process you need to follow and the timeline you have.
Did you just buy a new phone and want to return the old one within 30 days? This is usually for buyer's remorse or if the device isn't working as expected. Be aware that a restocking fee of $50 may apply to mobile device returns (excluding Hawaii). The device must be in "like new" condition.
Are you participating in a trade-in program for a promotional credit? These offers often have strict deadlines for returning your old device to qualify for the full credit. You'll typically have 30 to 90 days, but always confirm the specific terms of your trade-in offer.
Is this an early upgrade or a device payment payoff scenario? If you've upgraded early or paid off your device, Verizon will expect the old device back to close out that specific agreement.
Did you receive a warranty replacement? If Verizon sent you a Certified Like-New Replacement because your original phone was defective, you must return the defective device within a specified timeframe (often 5 days) to avoid a non-return fee, which can be up to the retail price of the replacement.
Pro-Tip: Check your Verizon account online (My Verizon app or website) under "Orders" or "Device Overview" to see the status of your recent purchases, trade-ins, or warranty replacements. This is often the quickest way to confirm your return eligibility and associated details.
Step 2: Back Up and Wipe Your Data - Protect Your Privacy!
This is arguably the most critical step. Your old phone contains a wealth of personal information. You absolutely must back up anything you want to keep and then perform a factory reset to erase all data. Do not skip this step! Verizon is not responsible for any data left on your device.
Sub-heading: Backing Up Your Precious Data
For iPhones:
iCloud Backup: Connect to Wi-Fi, go to Settings > Your Name > iCloud > iCloud Backup, and tap "Back Up Now."
Computer Backup (Finder/iTunes): Connect your iPhone to your computer. For macOS Catalina or later, use Finder. For older macOS or Windows, use iTunes. Select your device and follow the prompts to create a backup.
For Android Phones:
Google Drive Backup: Go to Settings > Google > Backup (or similar, depending on your Android version) and ensure "Back up to Google Drive" is turned on. You can then tap "Back up now."
Cloud Services (Samsung Cloud, etc.): Many Android manufacturers offer their own cloud backup solutions. Check your device's settings for these options.
Computer Transfer: Manually transfer photos, videos, and important documents to your computer.
Sub-heading: Performing a Factory Reset (Data Wipe)
Before you reset:
Disable Find My iPhone/Find My Device: This is crucial. If these features are active, Verizon cannot process your return.
iPhone: Go to Settings > Your Name > Find My > Find My iPhone and toggle it off. You'll need to enter your Apple ID password.
Android: Go to Settings > Security > Find My Device (or similar) and turn it off. Also, remove your Google account from the phone: Settings > Accounts > Google > Remove account.
Remove SIM Card and SD Card: These store personal information and are not part of the return. Safely eject and keep them.
For iPhones:
Go to Settings > General > Transfer or Reset iPhone > Erase All Content and Settings.
Follow the prompts. You may need to enter your passcode and Apple ID password.
For Android Phones:
Go to Settings.
Search for "Reset" or "Factory data reset." The exact path varies by manufacturer (e.g., General Management > Reset > Factory data reset on Samsung).
Tap "Erase all data" or "Factory data reset."
Confirm your decision, which may require your PIN/password.
Important: Ensure your phone is charged or plugged in during the factory reset process, as it can take some time.
Step 3: Gather All Original Components and Documentation - The "Like New" Requirement
For 30-day returns and exchanges, Verizon requires merchandise to be in like new condition and accompanied by the original receipt. While trade-ins are more lenient, having everything in order still helps.
Original Phone: Of course!
Original Box: If you still have it, especially for 30-day returns.
Charger and Cables: Often required for full refunds on new purchases. For trade-ins, generally do not include chargers or other accessories unless specifically instructed.
Battery: Ensure the battery is in the device.
Instruction Manuals/Other Inserts: If applicable for a new return.
Original Receipt/Packing Slip: Keep a copy for your records, but include the original with your return if requested.
Step 4: Obtain Your Return Shipping Label - Don't Just Send It!
Verizon typically provides a pre-paid shipping label for returns. Do not create your own label unless specifically instructed, as this can cause delays and issues with tracking your return.
Sub-heading: Where to Find Your Shipping Label
My Verizon App/Website (Online Orders):
Log in to your My Verizon account.
Go to Orders or My Orders.
Find the specific order related to your return (e.g., the new phone purchase if you're returning the old one as a trade-in, or the original purchase if it's a 30-day return).
Look for an option like "Return or exchange," "Print shipping label," or "View details" which will lead you to the label.
Print the label and affix it securely to your package.
Included with Replacement/New Device: For warranty replacements or trade-ins where a new device was shipped to you, a pre-paid return label is often included in the box with your new phone.
Customer Service: If you cannot find a label through My Verizon or it wasn't included, contact Verizon Customer Service. They can often email you a label or guide you through the process.
Important Note: If you purchased your device from a Verizon Authorized Retailer (e.g., Best Buy), you must return or exchange it at that specific retailer, following their return policy. Verizon cannot process returns for devices bought through authorized third-party sellers.
Step 5: Package Your Phone Securely - Ready for its Journey Home
Proper packaging is essential to prevent damage during transit.
Use a Sturdy Box: The original shipping box is ideal if you have it. Otherwise, use a sturdy, appropriately sized box.
Protective Material: Wrap the phone in bubble wrap or other cushioning material to prevent it from moving around inside the box.
Insert Documentation: Include any required paperwork, such as a copy of your receipt or the packing slip.
Affix Label: Securely tape the pre-paid shipping label to the outside of the box. Ensure no other shipping labels or barcodes are visible on the box.
Keep Tracking Information: Make a note of the tracking number on the shipping label. This is invaluable if there are any issues with your return. Take a picture of the label for your records.
Step 6: Ship Your Device - The Final Send-Off
Once your package is ready, it's time to send it back.
Drop-off Location: Take your package to the carrier specified on the shipping label (e.g., UPS, FedEx, USPS). Do not simply drop it in a public mailbox unless it's explicitly a USPS label for that purpose.
Get a Receipt: Always obtain a drop-off receipt with tracking information. This is your proof that you sent the package.
Track Your Return: Use the tracking number to monitor the package's journey until it reaches Verizon's facility.
Sub-heading: In-Store Returns (Limited Cases)
While shipping is generally preferred and often required for trade-ins and warranty replacements, some returns (like 30-day returns of new purchases) might be accepted at a Verizon store. However, be aware:
A restocking fee may still apply.
Make sure it's a corporate Verizon store, not an authorized retailer, unless you purchased it from that specific authorized retailer.
Always confirm with the store beforehand if they can process your specific type of return to avoid a wasted trip.
Step 7: Confirm Your Return and Credit - The Finish Line!
After your device has been delivered to Verizon, it will undergo inspection.
Email Confirmation: Verizon usually sends an email confirmation once they receive and process your return.
Credit Application:
30-Day Returns: Refunds are typically issued to your original payment method (credit card, account credit, etc.) within 1-3 weeks.
Trade-In Credits: Trade-in credits are usually applied to your account within 1-2 billing cycles, or you might receive a Verizon Gift Card or PayPal credit within about 2 weeks. The final appraised value will be confirmed after inspection.
Warranty Replacements: The "non-return fee" for the old, defective device will be avoided once they confirm receipt.
Stay Vigilant: If you don't see the expected credit or confirmation within the timeframe provided by Verizon, don't hesitate to follow up with their customer service, armed with your tracking number and any other documentation.
10 Related FAQ Questions
How to prepare an iPhone for return to Verizon?
To prepare an iPhone for return to Verizon, you must first back up your data (iCloud or computer), then disable Find My iPhone (Settings > Your Name > Find My > Find My iPhone), and finally perform a factory reset (Settings > General > Transfer or Reset iPhone > Erase All Content and Settings). Remove your SIM card before packaging.
How to prepare an Android phone for return to Verizon?
To prepare an Android phone for return to Verizon, back up your data (Google Drive or other cloud services), disable Find My Device and remove your Google account (Settings > Accounts > Google > Remove account), then perform a factory reset (typically found under Settings > General Management > Reset > Factory data reset). Remember to remove your SIM and any SD card.
How to get a return shipping label from Verizon?
You can typically get a return shipping label from Verizon by logging into your My Verizon account, navigating to "Orders" or "My Orders," and finding the option to "Return or exchange" or "Print shipping label" for your specific order. If you can't find it online, contact Verizon Customer Service.
How to avoid a restocking fee when returning a phone to Verizon?
A $50 restocking fee generally applies to mobile device returns and exchanges (excluding Hawaii) within the 30-day period. There isn't typically a way to avoid this fee if you're returning a device due to buyer's remorse, as it's part of Verizon's standard return policy.
How to track my Verizon return shipment?
Once you've shipped your old phone back to Verizon using their provided label, use the tracking number located on the label (or on your shipping receipt) to track the package via the specified carrier's website (e.g., UPS, FedEx).
How to know if Verizon received my returned phone?
Verizon usually sends an email confirmation once they receive and process your returned phone. You can also track the shipment using the tracking number provided on your shipping label to see when it was delivered to their facility.
How to get my trade-in credit from Verizon?
Verizon will inspect your traded-in device after receiving it. Once the appraisal is complete and the device meets the described condition, your trade-in credit will typically be applied to your account within 1-2 billing cycles as a credit, or you may receive a Verizon Gift Card or PayPal credit within about 2 weeks.
How to return a damaged phone to Verizon for warranty replacement?
If your phone is damaged due to a manufacturer's defect and is under warranty, Verizon will usually send a Certified Like-New Replacement. You must return the defective (damaged) device within the specified timeframe (often 5 days) using the provided pre-paid shipping label to avoid a "damaged device fee" or "non-return fee." Ensure you've removed all personal data and disabled any security features like Find My Device before returning.
How to return a phone to Verizon if I purchased it from an authorized retailer?
If you purchased your phone from a Verizon Authorized Retailer (e.g., Best Buy, Target Mobile), you must return or exchange the device directly to that specific retailer, following their return policy. Verizon corporate stores or their mail-in return process cannot handle returns for devices purchased through authorized third parties.
How to avoid being charged for an unreturned old phone to Verizon after an upgrade?
To avoid being charged for an unreturned old phone after an upgrade (especially for trade-ins or early upgrades), you must return the device within the specified timeframe outlined in your agreement. Carefully follow all the steps: back up and wipe data, use the correct shipping label, package securely, and track the shipment to ensure it reaches Verizon. Failure to return the device on time or in the specified condition can result in significant charges.
