Yes, be sure that you remove all SIM cards and memory cards before shipping the trade-in device to us. If you ship these items with your trade-in device, we cannot return them. Please note that we assume no responsibility for any data or information (including personal information) that you leave on your trade-in device when you ship it to us. Upon receiving your trade-in device, we will factory reset it, wipe all data, and destroy any SIM or memory cards.

See below for how to factory reset your trade-in device:
Android Devices:
1) First, log out of your Google account.
2) Open the Settings app on your Android phone and locate the System menu.
3) Tap the Advanced button and select Reset Options (in some cases, Reset Options may be available without having to tap Advanced Options).
4) Tap Reset phone and enter your PIN, unlock pattern, or password to confirm you want to erase everything on your phone.
5) Tap “Erase everything” and allow the phone to complete the reset. 6) When the phone restarts, it will be ready to send as a trade-in.

iOS Devices:
1) First, log out of your iCloud/Find My iPhone.
2) Open the Settings app on your iPhone and locate the General menu.
3) Tap General and scroll down to find the Transfer or Reset iPhone button, tap it.
4) You will see several options to reset all or part of the data on your phone, select Erase All Content and Settings.
5) If you have not backed up your phone, please select Backup Then Erase; if you already backed up your personal information, choose Erase Now.
6) When the phone restarts, it will be ready to send as a trade-in.

In addition to factory resetting your trade-in device, make sure that you remove all passwords, locks, personal cloud backup and restore accounts, SIM and memory cards before sending the trade-in device to us. If these items are sent with your trade-in device, they cannot be returned. The steps for removing data may vary by device type, model and operating system. If you need additional support removing personal data or locks, please refer to the user manual for your trade-in device or contact us. Please note that we assume no responsibility for any data or information (including personal information) you leave on your trade-in device when you ship it to us.

No – you should ship only the trade-in device, including S-Pen for Galaxy phones. Trade-In Value is available only for the trade-in device. Please note that any packaging, whether original or new, and any accessories that you choose to send with your device will be disposed of and cannot be returned to you. If you no longer need any remaining accessories, discard them following your local recycling regulations.

Send us your trade-in device in either the shipping box your new device arrived in or another sturdy box or envelope with protective padding. Pack the trade-in device securely and place it in the centre of the box. To help protect your trade-in device during shipment, wrap it with plenty of padding material such as recycled or reused packaging paper, bubble wrap, or packaging foam. Limit of one device per package. If you visit a FedEx location and present the shipping label, you may be provided with an envelope with protective padding, free of charge. Seal all open edges of the package with packing tape. Be sure to cover or remove previously used shipping labels from the box. Attach the shipping label to the outside of the box, taping all four sides of the label with clear packing tape.

If you lost or discarded the shipping label, you can re-print it by visiting the trade-in status page here . You will need your trade-in offer number and your postal code to access the label.

No worries, you can have your label printed by FedEx. Save a copy of your pre-paid shipping label on your phone, tablet or laptop and take it to the FedEx Ship Center.

If you live in an area not serviced by FedEx, you can send your trade-in device by Canada Post, UPS, or another shipping method, but you will be responsible for the shipping fees. Please note that you must include the bottom half of the pre-paid shipping label we sent you in the package to help us track your order accurately.

If using the pre-paid FedEx shipping label, we cannot offer a Trade-In Value for anything other than the one trade-in device you agreed to send when using the trade-in quotation tool. “One device, one box” is the rule. You should only ship one device per shipping label. You will receive a separate shipping label for each trade-in device. If using a different shipper than FedEx, please note that you must include the bottom half of the pre-paid shipping label we sent you for each trade-in device in the package, in order to help us track your order accurately.

If you decide, after you make your purchase, that you no longer want to trade in your used device, you may keep it. However, if you do not send in your trade-in device to complete the trade-in, Samsung will charge you the full amount of the Trade-In Value, and any applicable promotional trade-in credit, that was applied to the purchase of your new Samsung product, plus applicable taxes. This charge will be processed after the trade-in offer expiry date passes. It is not possible to cancel a trade-in offer prior to this expiry date.

If you are participating in a guaranteed trade-in promotion and have shipped an eligible device, no further action is required. If you are not participating in a guaranteed trade-in promotion, you will receive an initial email from our trade-in partner, Assurant, when your trade-in device is received. The device condition assessment will take approximately 5-10 business days. Once completed you will receive an offer confirmation email which will include a summary of the trade-in device condition and the final assessed Trade-In Value.

To check the status of your trade-in device, please visit the Trade-In status page here . If you are participating in a guaranteed trade-in promotion and have shipped an eligible device, no further action is required. If you are not participating in a guaranteed trade-in promotion, you will receive an initial email from our trade-in partner, Assurant, when your trade-in device is received. The device condition assessment will take approximately 5-10 business days and you will receive an update via a email once completed.

It is not possible to update your IMEI or Serial Number after the trade-in offer has been generated. This should not be an issue, however, so long as your trade-in device is identical to the one in your trade-in offer. Please keep in mind that any variations between your trade-in device and what is listed on your trade-in offer may result in your estimated trade-in value being reassessed.

If you have received a guaranteed trade-in promotion or enhanced trade-in promotion, it is possible to send in a different device eligible for the exact same promotion. Please verify whether your device is eligible by referencing the list of eligible devices on the specific trade-in offer page. If you trade-in a device that does not qualify for the same promotion applied at your time of purchase, you will be charged by Samsung for the full amount of any applicable guaranteed or promotional trade-in credit that was applied to the purchase of your new Samsung product, plus applicable taxes.

As per the Terms of Use, if you reject the adjusted trade-In Value, your trade-in device may be returned to you and Samsung will charge you the full amount of the trade-In value plus any applicable promotional trade-in credits that were applied to the purchase of your new Samsung product, plus applicable taxes.

Once we ship your device back to you we’ll send you an email with tracking information.

Note: Please allow approximately 10 business days from time of shipment for your device to be delivered. Any packaging, whether original or new, and any accessories that you sent with your device will have been disposed of and cannot be returned to you.

We’re here to help! For additional information on the status of your trade-in, please visit the Trade-In status page. For general support, please contact us at 1-855-254-4747, Live Chat or [email protected].