Frequently Asked Questions

What is our Warranty/Return Policy?

Our Guarantee

Priority Wireless wants to make sure that all of our customers are 100% satisfied with their purchases. If you are not satisfied with an item you purchased, you may return it within 30 days of delivery for a full refund of the purchase price (Buyer's remorse returns may be subject to a 20% restocking fee). Exchanges or returns for store credit will not be subject to the restocking fee.

The item must be returned in the same condition in which it left our facility – in original boxes and with all paperwork, parts, and accessories – to ensure full credit.

Should any of the included accessories (e.g., battery or wall charger) not work properly, please contact us so we can send you a replacement.

Instructions

Follow these basic steps to process the return and/or exchange:

1. Contact us and let us know what the problem was with the purchase.

2. Pack the item securely in a package so there is no damage during shipping. Include a note within the return package that has your first and last name and reason for return.

3. Place a label on the package. Ensure the return address provided by the Customer Service team is visible.

4. Ship the package. All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries.

5. Make sure you keep the tracking number of the return package to ensure the package was delivered back to our warehouse.
    

Rules and Restrictions

We offer a 30-day warranty on all items. We carefully inspect your order prior to shipment. Upon receipt, please inspect your purchase and notify us of any problems. We are more than happy to work with you on any issue you may have.

If there is a problem with your order, please contact us anytime by email or phone.

You can expect a refund in the same form of payment originally used for the purchase within 7-10 business days of receipt of the returned product by our facility.

If there seems to be a mechanical, electrical, or programming problem with your device, DO NOT attempt to repair or try to unlock it yourself or take it to a third party for repair without first contacting us. This will automatically void our warranty. We do not reimburse for third-party repairs or purchases. We make all efforts to ensure that the products received are as described.

What Customer Service help do we offer?

We work with every single customer to ensure that all of our customers are 100% satisfied! We do our best to respond to all messages within 48 hours.

For the fastest resolution time, please email us first. Customers can also reach us at info@prioritywireless.com from 9:00 am to 4:00 pm MST, Monday through Friday.

What is our Shipping Policy?

Orders are processed daily Monday through Friday. All items are shipped within 24 business hours of when payment is received and processed. If you make a purchase between Friday and Sunday, your order will be shipped out the following Monday. We do not ship on Saturdays or Sundays.

We do not ship during major U.S. holidays, including but not limited to Memorial Day, 4th of July, Labor Day, Thanksgiving, Christmas, and New Year Eve and Day. We ship all of our packages using USPS or FedEx. Please allow 2-5 business days for transit time. Please keep in mind that our carrier is responsible for transit times, but we do everything possible on our end to insure it gets delivered to you in a timely matter.

We will only ship to the address as it appears on your invoice/order, so please make certain this is correct before completing your purchase. We are unable to make any changes to your order once the order has been processed. We are not responsible for any wrong or invalid shipping address. If your shipment is refused or otherwise returned to us as undeliverable, we will issue a full refund once we receive the item back. If the product is not returned to us, no refund will be issued.

Overnight and Two Day delivery is dependent on the delivery zip code. We do NOT offer Overnight or Two Day delivery to PO Boxes. For any expedited/overnight delivery, we require a receipt of payment no later than 10:00 AM EST Monday through Friday to guarantee shipment on the same day. Order payments received after 10:00 AM EST (Monday through Friday) will be shipped the next business day.

We suggest using FedEx for orders over $250. We give our customer’s an option to use FedEx for any order if that is the shipping service they prefer.

Please note international customers are responsible for any import duties and taxes applicable to their order(s).

If you place multiple orders with us, they may arrive in separate packages. We do not offer combined shipping discounts for multiple orders purchased.

What tests do you perform on your devices?

Our devices are very carefully audited and are certified to be 100% functional. Our poor condition devices are sold As-Is and the product description will note this.

The following tests are performed on our cell phones:

• ESN verified

• Totally data cleared

• Keypad/touchscreen tested

• MIC & Speaker Tested

• All Ports Tested

• Earpiece Tested

• Cleaned and Detailed

• Camera Tested (if applicable)

• Additional device-specific testing
   

What is the cosmetic condition of our phones?

The cosmetic condition will be described in each individual listing. Please refer to our Condition Guide link on our site for further information on what each grade means in detail.

What's a SIM card? Do I need one?

Some cell phones are designed to use a Subscriber Identification Module (SIM) card or a microchip that stores subscriber data. The SIM Card is issued by a carrier and provides cell service by activating any phone into which it is inserted. A locked phone, however, will only recognize a SIM card from a particular carrier. Major U.S. carriers that utilize SIM cards are AT&T and T-Mobile.

Does the SIM card come with the phone?

The phones that require a SIM card do not come with the SIM card. You can use your existing SIM card or go to your carrier for one that will work with your newly purchased phone. If you do not have an existing sim card, you must obtain a sim card from the specified carrier that is unique to your service and plan.

What does "no contract" mean?

When you buy a phone from Priority Wireless, you are not locked into a phone service contract. The device is ready to be used with an existing contract (without the renewal of your current contract) or a new one. This does not mean that the phone is pre-paid. It will be explicitly stated if a phone is enabled for pre-paid service.

Will the phone work if I put a SIM card in it?

We encourage our customers to contact their carrier. In most cases, a SIM will automatically transfer information to your newly purchased phone. However, sometimes a newer phone may require a package update.

Can you provide a picture of the exact phone I will get?

Our pictures are stock or standard photos that resemble the exact condition of the phone you will receive. We have many phones in our inventory and ultimately don't know which phone will be shipped to each individual customer, therefore we are not able to provide individual pictures of each phone. Knowing first hand, however, how important this is, we offer our 30-day warranty to ensure your satisfaction! The condition of each phone is detailed in the Condition Guide(link)

What accessories will be included with my device?

The vast majority of the phones we sell include a battery, a battery cover or battery door, and a compatible wall charger (may or may not be from the original equipment manufacturer (OEM) but is guaranteed to work. Each listing will state exactly what will be included in your order.

Before I buy a phone from Priority Wireless, can I have the ESN number?

ESN, Electronic Serial Number, is a permanent 32-bit number embedded by the manufacturer that uniquely identifies a wireless communications device.

ESNs are most commonly used in phones and devices using CDMA technology. GSM phones use a similar type of code called an IMEI instead.

We have such a large number of phones in our inventory and ultimately don't know which phone will be shipped to the customer therefore we are unable to supply specific ESN numbers on individual phones. As a part of our auditing process, we do make sure that all of our phone’s ESNs are 100% verified and ready for activation.

What's an unlocked phone?

If the cell phone is GSM unlocked, it will recognize a SIM card from any carrier that is GSM. GSM carriers include AT&T, T-Mobile, etc. The "lock" is a software setting that keeps the cell phone specific to one carrier.