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Questions and answers

If you’ve lost or damaged your phone, or simply want to return a newly purchased device, we’ve got the info you need. We’ve included some frequently asked questions to help in
the process.

Shipping & Returns FAQ's

If you recently purchased a new T-Mobile phone

A: You have 20 calendar days (14 in CA) from the date of purchase to return purchased equipment to the point of purchase. Equipment must be in good working condition with original contents and packaging to be eligible for a refund of the purchase price. This return policy applies to the purchase of new equipment from T-Mobile or its authorized dealers. Proof of purchase is required. We may charge a restocking fee. A different return period may apply to accessory purchases. Prepaid cards, software, or games are not refundable.

If your phone is defective and still under the manufacturer warranty

A: If your phone is defective and still under manufacturer warranty, you can return it directly to the manufacturer. T-Mobile can assist you by providing you with a replacement phone and submitting your phone to the manufacturer for you. This is a service that T-Mobile provides as a supplement to the manufacturer warranty that may come with your phone.


If you would like T-Mobile to provide you with a replacement phone and to send your defective phone to the manufacturer for you, contact Customer Care to order a replacement. Please note that when you call, Customer Care will first attempt to troubleshoot your phone issues. For this reason, please make your initial call to Customer Care from a different phone or you may limit the ability to troubleshoot.


Once you receive the replacement phone, you must return the defective phone to T-Mobile to complete the exchange.


To receive a replacement phone in advance from T-Mobile, you must agree that we may charge you an out of warranty fee (Out of Warranty Fee) for the value of the equipment if your phone is found to be outside the manufacturer warranty period and/or is physically damaged in a manner not covered by the manufacturer’s warranty. You will only be charged the Out of Warranty Fee if, after T-Mobile has received your phone and inspected it, the phone is outside the warranty period or is otherwise defective in a manner not covered by the manufacturer warranty, as described below.


IMPORTANT: Customers can return devices directly to the manufacturer if they do not want to participate in T-Mobile’s phone replacement program. Those customers who elect to participate in this program must agree to pay an Out of Warranty Fee of up to $300 (depending upon device model) if their original phone is ultimately determined not to be covered by any manufacturer warranty.


Customers can contact T-Mobile Customer Care to order a replacement. Please note that when you call, Customer Care will first attempt to troubleshoot your phone issues. For this reason, please make your initial call to Customer Care for the Out of Warranty Fee for their particular device.


NOTE: Customers who purchased devices under our Refurbished Device Program can also participate in T-Mobile’s phone replacement program if their phone is still under T-Mobile’s 90 day limited warranty. You must agree to that we may charge you an Out of Warranty fee if your refurbished device is found to be outside the limited 90 day warranty period and/or is physically damaged in a manner not covered by the T-Mobile 90-day limited warranty.


When receiving a new replacement phone, you have two available shipping options:


  1. UPS Ground shipping ($9.95 plus any applicable tax) for delivery within seven business days (unless the item ordered is on backorder).
  2. UPS Express shipping ($19.99 plus any applicable tax) for delivery within three business days (unless the item ordered is on backorder) excluding weekends and holidays. UPS Express shipping is not available to PO Boxes, Military addresses that contain APO AE, or prepaid customers.

What to do when you receive your replacement phone

A: If the phone you received is a replacement for a defective phone, you are required to send the defective phone back to T-Mobile so that T-Mobile may submit the phone to the manufacturer under the manufacturer warranty or under T-Mobile’s limited warranty for refurbished devices. For your convenience, you will find a prepaid mailing label in the shipping carton. Attach this label to the carton and use it to return the defective phone within seven (7) days of receiving your replacement model. IF YOU DO NOT RETURN THE DEFECTIVE PHONE WITHIN SEVEN (7) DAYS, YOU WILL BE CHARGED T-MOBILE’S REPLACEMENT FEE FOR THE NEW PHONE.


T-Mobile Prepaid Customers. A prepaid customer must send their phone into T-Mobile before receiving a replacement phone. To ensure we accurately track the phone order, please contact Customer Care prior to shipping the phone to T-Mobile.

How to determine if your phone is under the manufacturer warranty

A: If you purchased a new T-Mobile phone, it is under a manufacturer warranty for 12 months from the activation date on the T-Mobile network or the date of receipt, whichever is earlier.


If you purchased a refurbished T-Mobile phone, it is under T-Mobile's limited warranty from either 90 days of receipt or the remainder of your 12-month service agreement, whichever is longer.


NOTE: Phone warranties are not transferable from one customer to another. T-Mobile does not support warranties for any devices that were not purchased through T-Mobile or an authorized T-Mobile dealer.


If it is apparent your device is not under the manufacturer warranty that T-Mobile supports, please contact the manufacturer directly.

How to determine if your phone is considered defective

A: Phones are generally considered to be defective and covered under the manufacturer warranty or limited warranty (for refurbished devices) if the phone has stopped properly functioning due to no fault of the user. For example, a software malfunction would typically be considered a defect of the phone.


Phone damage not considered defective includes:


  • Cracks on or damage to the phone case indicating that the phone has been dropped.
  • Damage indicating that the phone has been exposed to liquid.
  • LCD damage such that the phone screen has cracks or blue spots.
  • Phones that have been modified or tampered with or similar damage.

IMPORTANT: Customers who do not disclose phone damage and submit their phone under the phone replacement program are subject to a nonrefundable Out of Warranty Fee up to $300 (dependent on model). Customers can contact T-Mobile Customer Care for the Out of Warranty Fee for their particular device.

What if it is determined that my phone has liquid or physical damage

A: If it is determined that your phone has liquid or physical damage, then T-Mobile will not be able to exchange the phone because that sort of damage is not covered by the manufacturer warranty. If you have Equipment Protection on your account, you can contact the insurance company, Asurion, and file a claim. If you do not have this feature on your account, then you will need to replace the phone. You have the ability to order a replacement phone through My T-Mobile. Once you have accessed the Web site, select Shop, and then select Upgrade Now located beneath the image of your current device.


IMPORTANT: Customers who do not disclose phone damage are subject to a nonrefundable Out of Warranty Fee up to $300 (dependent on model).

If I believe my phone is under warranty but I don’t want to participate in T-Mobile’s replacement phone program, how do I send my phone back to the manufacturer?

A: If you want to send your phone back to the manufacturer to determine whether it is under warranty, go to Manufacturer's Device Warranties, and click the link for the warranty information for your device.

What to do if you want to return your upgraded phone

A: If your new T-Mobile phone does not meet your expectations, we're here to help. In order to receive full credit for your purchase price (less any rebates), please return the phone plus all associated original contents, undamaged and in good working condition, within 20 days from the day you received the phone.*


How to return your equipment varies depending on where you made your purchase:


T-Mobile retail store or authorized dealer:


Return your phone to the point of purchase for a refund (less any discounts or rebates).


T-Mobile Customer Care or online at My T-Mobile:


  1. Fill out the Return Form and indicate the item(s) that you are returning and the reason(s) for the return. Please note: Your return cannot be processed unless you legibly and accurately fill out the Return Form and include it with your return.
  2. Place item(s) and completed Return Form in the original package.
  3. Remove all other unnecessary labels in order to minimize any confusion with shipment.
  4. Securely seal the package and process it for shipping. Insure the package for the full value of the phone, and send the package via a traceable carrier (such as UPS, FedEx, or DHL). Be sure to ask for and save the tracking number.

Your account will be credited for the full purchase price of the phone (less any rebates) within two billing cycles.


NOTE: If you also wish to cancel service, you will need to call Customer Care to order a replacement. Please note that when you call, Customer Care will first attempt to troubleshoot your phone issues. For this reason, please make your initial call to Customer Care within 72 hours of receiving the phone.


If your phone has not been delivered, simply refuse delivery of the package and the phone will be returned.


Download the Return Form ›


NOTE: Don't have Adobe Acrobat Reader? Include your name, address, and home phone number in the return package and state whether it is a return for credit or a return for exchange. Hand address the package and ship it to:

T-Mobile Return Center TX
4500 Cambridge Rd
Fort Worth, TX 76155

*Longer phone return period may apply in certain states (for example, 30 days in CA).


IMPORTANT NOTE: If any items (a) are returned after the specified return period, (b) have been physically damaged, modified, or damaged by liquids, or (c) are missing any parts, then you will not be eligible for, and you will not receive, any credit on your purchase price. In addition, accessories returned after such specified return period will not be returned to you.

What to do if your phone has been lost and has not been found

A: Call Customer Care to immediately suspend your service. If your phone was lost, provide the Customer Care representative with the police report number (if available). Ask Customer Care about phone or SIM card replacement options that may be immediately available to you.


NOTE: Unless you are a resident of California, you will be charged for any call charges made prior to when the phone was reported as stolen.


Once you report the phone as lost, your service will be suspended. You will receive a credit for any charges made after you reported the phone as lost. We can assist you in finding a replacement phone if you are not able to locate your suspended line. You may contact Customer Care or go to T-Mobile.com for available options.


IMPORTANT: If you have Equipment Protection by Asurion, please contact Asurion at 1-866-268-7221 or go to www.phoneclaim.com/t-mobile to initiate filing a claim.

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