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Already started your trade-in?

How does trade-in work?

During the purchase of a new device, you can choose to trade in your current device. Once you create and confirm your trade, H2O Wireless will send you a shipping kit containing all the necessary materials for the safe transit of your device to Phobio, our trusted trade-in Partner. Once Phobio receives your device and inspects it, we will credit the payment method used when purchasing your new device.

How long does the trade-in process take?

The entire process typically takes about 3 weeks.

Do I have to be a customer to trade-in my device?

No. Anyone purchasing a new device from H2O Wireless can trade-in their current device for credit towards the payment method used during the new purchase.

What devices are eligible for the trade-in program?

Select iPhone and Android Mobile phones are eligible for trade-in.

How do I find the Serial Number of my phone?

Apple Devices:

  1. On your phone, go to Settings, then click General and tap About.
  2. Look for the serial number. You might need to scroll down to find the IMEI/MEID and ICCID.
    support.apple.com/en-us/HT204308

Android Devices:

  1. On your Android phone, go to Settings, then About Phone.
  2. Look for the Serial Number

How do I back-up and erase my device?

Apple Devices:

To back up your iPhone, follow these instructions: support.apple.com/en-us/HT203977
To erase your iPhone, follow these instructions: support.apple.com/en-us/HT201274

Android Devices:

To back up your Android device. Follow these instructions: support.google.com/android/answer/2819582?hl=en
To erase your Android Device, follow these instructions: support.google.com/accounts/answer/6160491?hl=en

How do I disable Find My iPhone on my Apple Device?

It is very important that Find My iPhone is disabled before sending your device in for Trade-In. If Find My iPhone is enabled, the device will not be eligible for trade-in and will be returned to you with no trade-in value credited to your payment method.
To disable Find My iPhone, follow these instructions: support.apple.com/kb/ph2702

How do signs of battery swelling affect my trade value?

Devices with signs of battery swelling are not eligible for trade-in and for good reason. Devices with swollen batteries can overheat and catch on fire. Damaged, defective or recalled batteries are also forbidden for air transport.

How do I track my trade?

We will email you the tracking information for your shipment so that you can track your device any time at: www.fedex.com/apps/fedextrack/?action=track

I did not receive my shipping kit/my kit is incomplete.

We can get a new shipping kit sent to you, or we can email you a new shipping label. Please contact H2O Wireless Customer Support at 1-800-643-4926.

Where do I go to ship my device?

Devices should be dropped off at your local staffed FedEx office. We do not recommend using dropboxes for this may cause delays. Please request a receipt when you drop your device off.

How/when will I get my trade-in credit?

You will receive a credit towards the payment method you used to make your new device purchase within 5-7 business days after your trade has been received by Phobio and the inspection has been completed.

What if I change my mind about trading my device after I ship it?

Once a device ships, ownership transfers to Phobio per the Terms and Conditions. Phobio inspects devices upon arrival to verify reported conditions. If the conditions are not verified, you will receive notification of the revision via email. At this point, you may accept the revised offer, or have the device returned to you at no cost.

Why was my trade-in offer revised?

Devices are inspected to confirm the reported condition. In the event that our inspection determines the device is in a different condition than reported, your offer will be revised and we will notify you via email. You will then have the option to either accept the new trade-in offer or have your trade-in device shipped back to you at no cost.

Where is my credit payment?

If you received a trade payment confirmation, you should receive your credit within 5-7 business days. If you have not received your credit within 7 business days of your trade payment confirmation, please contact H2O Wireless Customer Support at 1-800-643-4926.

* Trade quote is based on information provided and confirmed upon final inspection.

The following terms and conditions shall govern your rights and obligations as a participant in the trade-in program (the “Program”) of Phobio, LLC, a Georgia limited liability company, and its related entities and affiliates (collectively, referred to as “Phobio”). By participating in the Program, you expressly agree to the terms and conditions set forth below (the “Agreement”).

Ownership and Authority to Trade-In
You represent and warrant that you are at least 18 years of age and the sole and rightful owner of the Device bearing the specifications, serial number, and model number which you have offered for trade-in (the "Device"). You further represent and warrant that:

  1. You have the power and authority to enter into this agreement.
  2. You have full authority to sell or otherwise dispose of the Device.
  3. The Device(s) is (are) not counterfeit, stolen or fraudulent.
  4. The Device(s) does (do) not violate any law, statute, ordinance, or regulation.

Deactivation and Personal Data
You agree to deactivate all services to your Device and remove any and all codes (including without limitation removing user locks, passwords, and/or turn off/deactivating the “Find My Device” feature) that may prevent Phobio from having the ability to use, recycle, resell or dispose of the Device. In addition, you acknowledge that it is your sole responsibility to remove all personal data (e.g., files, photos, videos, music, etc.) from the Device. You agree that Phobio is not responsible for the loss or destruction of the hardware, software, files, or media containing any personal data left on or in the Device. All devices will be erased of customer data during the inspection process. You understand and agree that you will not be able to recover any data or files stored within the Device.

Accuracy of Information
You agree that all information you provide about the Device for trade-in, as well as information you have or will provide about yourself, is true, accurate, and complete.

Prompt Shipment
You agree to ship the Device to the address provided so that it arrives within TRADE QUOTE DURATION (noted above as 21 days) of accepting the estimate. If the Device is not received within the TRADE QUOTE DURATION of the TRADE DATE, then Phobio has the right to revise or withdraw the estimate for the trade-in of the Device.

Shipping
Phobio provides shipping materials for all accepted quotes. When packing your Device, be sure to include all materials you told us about when we calculated your quote. Failure to include any items you told us about when the quote was calculated, or sending us a Device which does not match your original description, may impact the final value of your Device and may result in a recalculated quote. Any Device that is materially damaged or that does not match the Device on the trade-in quote may be returned to you or recycled by Phobio. Any other Device not accepted by Phobio may be returned to you or recycled by Phobio.

Inspection
All devices are inspected upon receipt by Phobio. Phobio has the option to accept or deny a device. There may be instances when Phobio recalculates the original quote for the Device. If the Device is as described, with all materials described, and sent to Phobio in a timely manner (within the TRADE QUOTE DURATION), Phobio will honor the quote made for your Device and queue your trade for payment processing. Packing and shipping recommendations must be followed in order to avoid possible damage or loss. In the event Phobio recalculates the quote, you shall have the option of accepting or rejecting the new quote. Phobio will give you a set ADJUSTED TRADE QUARANTINE duration (noted above as 14 days), from the day Phobio recalculates the quote, to accept or reject the new quote. If you choose to accept the new quote, your trade will be immediately queued for processing payment. If you do not indicate acceptance or rejection of the new quote within the ADJUSTED TRADE QUARANTINE, the new quote will be automatically declined. If you choose to reject the new quote, Phobio will return the Device to you at the address from which it was originally sent.

Device Returns
Once a revised offer has been rejected or declined, Phobio will ship the device back to the customer’s address on file free of charge. For security reasons, that device will have all data erased from it before its return, and that device and its unique serial number may not be submitted again for trade or trade value quote through this program.

Transfer of Ownership
Upon receipt and acceptance of the Device by Phobio, you hereby agree to transfer all rights to and title in the Device to Phobio, in exchange for the trade-in value quoted to you.

Final Transaction
You acknowledge and agree that the trade-in transaction is final and cannot be cancelled or rescinded by you after your Device is received by Phobio, unless Phobio contacts you to provide notification that your description of the Device was inconsistent with Phobio’s evaluation of your Device and the quote.

Other Terms and Conditions
Phobio reserves the right to takes steps Phobio believes are reasonably necessary or appropriate to enforce and/or verify compliance with any part of these Terms and Conditions (including but not limited to Phobio’s right to cooperate with any legal process relating to your use of the trade-in program, and/or a third party claim that your Device is unlawful and/or infringes such third party's rights). You agree that Phobio has the right, without liability to you, to disclose any Device registration data and/or account information to law enforcement authorities, government officials, and/or a third party, as Phobio believes is reasonably necessary or appropriate to enforce and/or verify compliance with any part of these Terms and Conditions.

Release of Liability
To the extent permitted by applicable law, you hereby release Phobio from and against any liability arising out of or related to the transfer of the Device, including but not limited to any liability related to the shipment of the Device, the deletion or non-deletion of any data or files from the Device, the evaluation and assessment of the Device (and the corresponding trade-in valuation) made by Phobio, and the non-availability of the Device after it has been received by Phobio.

Privacy Policy
All information collected by Phobio will be used to process your transaction or be used to contact you. All personal information will be treated as strictly confidential and will be stored on a secure server. Phobio will not distribute your personal data to third parties.

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