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Device Replacement Program

There’s a variety of reasons why you may need to replace your phone, tablet or other device. This guide will help you determine what your replacement options are based on the type of problem you’re experiencing, the age of your device and whether or not you’re enrolled in an equipment protection program.

Note: This list includes the most common situations that may occur with a device. If you find yourself in a unique situation not covered below, please visit a Verizon Wireless store for further assistance.

What issue are you experiencing?

Manufacturing Defect

A manufacturing defect is something that’s wrong with the device itself (e.g., internal, electrical or functional problems). It doesn’t include physical damage caused by outside forces.

Your options for replacing a device with a manufacturing defect are based on how long it’s been since you purchased the device:

Lost, Stolen or Damaged (including a cracked or bleeding display)

Your options for replacing a lost, stolen or damaged device are based on if you have Wireless Phone Protection (insurance) for your device or not. 

Note: If your device is lost or stolen, we recommend temporarily suspending your service to prevent unauthorized use. If you have the Verizon Support & Protection app, sign in to the Verizon Support and Protection website to locate, lock, alarm or erase your device before suspending your service.

      1. Check your operating system’s website to see if you have the ability lock, locate or wipe your device. Some devices have this capability built in, and you may be able to retrieve your device or protect your information if it’s lost or stolen.
      2. Purchase one of the following types of replacement devices:
        • A Certified Pre-Owned Replacement device (if you haven’t purchased one in the past 12 months)

          Call (866) 406-5154 from a phone other than the one you’re experiencing a problem with (toll-free from a landline phone) or visit a Verizon Wireless store to verify your eligibility.
        • A new device at full retail cost.

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