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Quick Guide for Your Certified Like-New Replacement Device

To track the shipment of your device, refer to the Check Your Status page. You'll receive your order number in your order confirmation by email once the order is processed.

Here are some things you can do to prepare for your Certified Like-New Replacement device before you return your defective one:

  • Check for damage on your device. If the device you return is found to have been misused, has liquid damage, hardware or software alterations or unreasonable wear and tear, you'll receive a damaged device fee. Learn how to check for damage to avoid a fee.

  • Back up your contacts from your current device. Learn how to back up your contacts.

  • Check your email. You'll receive order and shipment confirmation emails containing tracking and support information.

  • Back up your media (e.g., pictures, videos and, music) from your current device using one of the following options:

    • Verizon Cloud: Visit the Verizon Cloud website to check your device's compatibility, and for information and support. 

    • Backup AssistantSM Plus (formerly V CAST Media Manager): Refer to the Backup Assistant Plus website for more information and support.

    • SD (memory) card: If your current device uses an SD card, you can copy files from your previous device to your computer by inserting your device's SD card into the SD slot of your computer. Refer to your device's User Guide for help with this.

    • USB cable: Copy files to your computer by connecting your device to your computer with a USB cable. Refer to your device's User Guide for help with this.

  • Register for My Verizon if you haven't already.

    Note: You don't need to re-register for My Verizon when you get a new device.

  • Turn off iMessage®. If you're switching from an Apple® device to a non-Apple device (e.g., Android™ or Windows Phone, etc.), you need to turn off iMessage before activating your new phone or you may not receive text messages from individuals who use Apple devices.


Returning your defective device

Return your defective device within 5 days of receiving your replacement or you'll be charged up to the retail price of your replacement device, which may exceed $500.

To return your defective device:

  1. Remove all accessories from your defective device, including the battery (if removable), SD memory card (if applicable), 4G LTE SIM card (if applicable), USB cables, etc. If you're not sure how to do these things, refer to your device's user guide.

  2. Insert the defective device under the film of the cardboard insert found in the shipping box to ensure it's safely returned.

  3. Place the insert, with the defective device under the film, back inside the shipping box.

  4. Seal the shipping box and attach the return label. If you need a return label visit our My Orders page in My Verizon to print one.

  5. Drop off your packaged defective device at the nearest location of the carrier identified on the return shipping label or arrange a pick-up with the carrier.

Notes:

  • If you don't return your defective device within 5 days, or if you return one that has been subjected to neglect, misuse, liquid damage, software or hardware alteration or unreasonable wear and tear, you'll be charged up to the retail price of your replacement phone, which may exceed $500. Instead, return the replacement device to us in the box in which it came. If you have equipment protection, contact your provider to discuss replacement options for damaged devices.

    If you have Total Equipment Coverage or Wireless Phone Protection, contact Asurion at (888) 881-2622.

    If you don't have equipment protection, visit verizonwireless.com/replacement to view your device replacement options.

  • Record your return tracking number in case it's needed at a later date.

  • Once returned to Verizon Wireless, your device can't be returned to you.



Your Certified Like-New Replacement device

The device you receive may be a reconditioned Certified Like-New Replacement, which will carry the remaining warranty period from the prior device, or 90 days, whichever is greater. This doesn't limit or supersede any existing manufacturer warranty and may be considered a "warranty" or "service contract" in certain states. In these states, visit verizonwireless.com/extendedwarranty for the Extended Limited Warranty or Service Contract information.

Android is a trademark of Google, Inc. Use of this trademark is subject to Google Permissions. BlackBerry and related trademarks, names and logos are the property of BlackBerry and are registered and/or used in the US and countries around the world. Used under license from BlackBerry. LTE is a trademark of ETSI. iPad and iPhone are registered trademarks of Apple Inc. Windows is a registered trademark of Microsoft Corporation in the United States and other countries.

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