Return/Exchange Procedures

If you purchased your merchandise from the Verizon Wireless Online Store or by phone, please follow the instructions below to process your return:

  • Returning your merchandise does not automatically terminate your service. In order to cancel your service, you MUST contact Customer Service at the phone number on your receipt.
  • A $35 restocking fee($70 for netbooks, notebooks and tablets) applies to all wireless device returns and all wireless exchanges (excluding Hawaii).
  • Pack the merchandise (including phone, charger, battery, instructions, etc.) in its ORIGINAL box and shipping carton.
  • All merchandise must be in like–new condition. The original customer receipt must accompany all returns. Refunds will only be issued to the purchaser whose name appears on the receipt. Please retain a copy of the receipt for your records.
    • Affix the prepaid, preaddressed return shipping label enclosed with your purchase to the outside of the shipping carton. Please retain a copy of the shipping label for your records as proof of shipment. Verizon Wireless cannot process any claims, or provide refunds, for lost or missing returns without tracking information.
    • If you have lost your return-shipping label, you can print a new one from your order history within My Verizon.
  • To track your return shipment contact the carrier used to ship your package:
    • FedEx or FedEx SmartPost: Visit fedex.com or call 1.800.GoFedEx (1.800.463.3339)
    • USPS: Visit usps.com or call 1.800.ASK.USPS (1.800.275.8777)
    • UPS: Visit ups.com or call 1.800.PICK.UPS (1.800.742.5877)
  • Once we receive your complete and undamaged returned equipment, we will issue a refund. Purchases made by credit card will be refunded through a credit to your credit card (which may take up to 3 weeks), while purchases made by cash or check will be refunded by check (which may take up to 7 weeks). If you billed your purchase to your account, you will receive a credit within 2 billing cycles.

If you purchased your merchandise from a Verizon Wireless Communications Store, please follow the instructions below to process your return:

  • Customers who purchased their merchandise at a Verizon Wireless Communications Store should return/exchange their merchandise at a Verizon Wireless Communications Store only.
  • A $35 restocking fee($70 for netbooks, notebooks and tablets) applies to all wireless device returns and all wireless exchanges (excluding Hawaii).
  • Pack the merchandise (including phone, charger, battery, instructions, etc.) in its ORIGINAL box.
  • All merchandise must be in like–new condition. The original customer receipt must accompany all returns. Please retain a copy of the receipt for your records.
  • Return the merchandise to any Verizon Wireless Communications Store.
  • Returning your merchandise does not automatically terminate your service. Cancellation of service can only be done at the request of the customer.

If you purchased your equipment from another retailer, the retailer's return policy applies.