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FAQs

Can I pick up my order in person at your store?

Unfortunately at this time, we are only shipping your orders at your door steps!

How can I buy a (used) phone myself to replace a broken/lost one?

Buying a used cell phone can typically save you more than $200 USD and the process is extremely simple too. From our online system, simply select a phone that matches your need listed under the service provider of yours (e.g., Verizon, at&t, etc). If your service provider (e.g., at&t) uses a SIM card (a small chip that gets inserted into the back of your phone), all you need is plug in your SIM card to the phone you purchase from us and you are done! If your service provider (e.g., Verizon) does not use SIM cards, after you receive the phone from us, you may simply call your service provider to activate your cell phone remotely. To avoid any activation charge, most service providers also offer free online cell phone activation. For example, you may activate your Verizon phones for free at https://myaccount.verizonwireless.com/vzs/renew/activatesplash.jsp.

How do I know the condition of the products you list?

Every one of the products we sell are professionally tested/verified/reconditioned and carefully rated by their functional as well as cosmetic conditions. The conditions of each product are individually described on the item’s listing. Most of the time our products are of excellent quality only.

Comparing with others, you offer top payout yet sell at such a big discount. How does your business achieve this?

We want to make technology available to everyone and we want to sell products within your budgets! We make best deals all around the world to provide you with the best of everything at excellent prices!

How do you assure the quality of your product?

We pay top dollar for quality stock. Nonetheless, each item we receive has to go through a standardized and rigorous test procedure conducted by our technicians before it is listed for resale. The conditions (both functional and cosmetic) for each item are described individually with detailed and full disclosure. When a listed item is rated FULLY FUNCTIONAL, it means the item works like a new one does. There is no compromise in our quality assurance. For your protection, we also provide a 30-day money back guarantee for any functional defects.

Once I make my order, how soon do I expect to receive the item(s)?

Once the transaction is complete, the order is usually shipped out within 24 hours or by the next business day. you can also track the status of your current orders as well as past trading history at anytime, 24 hours a day, 7 days a week. To do that, simply login and retrieve your detailed itemized trading records under My Account tab. On each status change, you will be informed immediately by an email as well. In addition, our customer support responds to your emails usually within 4 hours.

How do you guarantee activation?

YES, we verify the phones we sell and service activation is guaranteed for all items listed unless the item is rated defective, as-is, or explicitly stated BAD ESN on the item note. Otherwise, we will fully refund your purchase. If your phone (e.g., ATT, Cingular, T-Mobile) uses a SIM card, it is plug-and-play once you plug in the SIM card. For CDMA phones (Verizon, Sprint, Alltel, US Cellular), to activate you just need to provide the service provider the ESN number which is available on the back of the phone.

What is an 'unlocked' phone?

Some of the GSM phones we offer are ‘unlocked’ which gives you a great degree of flexibility in the use of these phones. An unlocked GSM phone allows your phone to work with any service providers that support the same GSM technologies (e.g., att, T-Mobile, etc). A GSM phone has a removable account card, called a SIM (subscriber information module) and this SIM has a unique serial number on it. This is what identifies you to the wireless provider. You can put your SIM into any compatible phone (and pretty much all modern GSM phones are compatible with all modern SIMs). It does not care that you have changed phones, all it cares is where to find your SIM. Just as, in theory, you can put any SIM in any phone, the opposite is also true. So if you change from one GSM wireless company to another one, you do not have to change phones. But, most US wireless providers lock their phones, meaning that their phones have been programmed to only work with SIMs issued by their company. Reversing that programming – unlocking allows your phone to work with any SIM.

How do I know the condition of the products you list?

Every one of the products we sell is professionally processed (testing, verification, reconditioning) and carefully rated by their functional as well as cosmetic conditions. The conditions of each product are individually described on our product listing.

What is your functional condition rating policy? Does an item rated MIN_IS or MAJ_IS still make and receive calls?

An item can be functionally rated as ‘FULL_FUNC’ (fully functional), ‘MIN_IS’ (minor issue), ‘MAJ_IS'(major issue), or ‘AS_IS'(as is). The Functional Condition Rating Policy shows up in a pop-up window when clicking the ‘view item details’ link on each individual item listing. An item that is functionally rated as MIN_IS (minor issue) or MAJ_IS (major issue) still makes and receives calls fine (it will otherwise be rated ‘AS_IS’) but they are subject to issues of various degrees, some can be relatively minor (e.g., keypad doesn’t beep). The details of the issue pertaining to each item is described individually in the item’s note.

What is your cosmetic condition rating policy?

An item can be cosmetically rated as ‘LIKE NEW’, ‘EXCELLENT’, ‘VERY GOOD’, ‘GOOD’, ‘FAIR’, or ‘HEAVY WEAR’. The Cosmetic Condition Rating Policy shows up in a pop-up window when clicking the ‘view item details’ link on each indidual item listing. Each item’s cosmetic condition is described individually in the item’s note.

Is there any warranty for the products you sell?

We offer a 30-day money-back or exchange guarantee (excluding the shipping and handling charge) for all items we sell that are rated fully functional (e.g., FULL_FUNC). We cover functional defects that arise as a result of normal use of the product only. We do not warrant any of (but not limited to) the following conditions: A) Damage caused by an exposure to water, B) Damage caused by excessive heat, C) Damage caused by improper use of an adaptor/charger or voltage, D) Any software-related issues, E) Any other physical damages caused by dropping or improper use of force applied to the item. Repair stock items (i.e. ones rated as MIN_DEF, MAJ_DEF, and AS_IS) are sold as is and there will be no return or refund on such items. Aesthetic condition is also not covered by the warranty. To return any item, please contact us by email with your purchase order number and a problem description to obtain an RMA (Returned Merchandise Authorization) number before shipping. In the package, please also include a note to indicate whether you prefer an exchange or refund. If you choose to receive an exchange, we will do so if we have the product in stock upon the receipt of the return. Otherwise, we will refund your order. A return will be accepted with a valid RMA only.

Do the phones you sell include batteries and chargers?

Unless specified in the detailed item description, all phones we sell include the battery, although the hold time and the capacity of the battery is not covered by our warranty. New chargers are available to purchase when you add the item of interest into your buy cart.

How long does it take to get my money?

Usually your payment will be processed within 3 business days upon the arrival of your package. We are able to offer such a fast payout because we operate both buy and sell channels while other buyers typically take 30 to 45 days to pay as they usually sell the items on eBay. If your items fail to qualify for full payment and the adjustment process is initiated, the process may take extra days to complete.

What are IMEI and ESN numbers?

IMEI (International Mobile Equipment Identity) is a unique 15-digit code used to identify an individual GSM mobile telephone to a mobile network. They can be found under the battery. It can also be displayed on most phones by dialing *#06#. ESN is the electronic serial number that serves a similar purpose as IMEI to identify an unique AMPS phone. Each phone sent to us should have a valid IMEI or ESN number.

When will I be charged?

Payment is charged immediately after security checks from your bank issuer and Captiva have been authorized.

How do I know my order has been placed successfully?

We will send you an acknowledgement email on successful completion of an order on the site. This email will detail the order that you have placed and will give you an order reference number. We would advise you to keep this email safely as you will need your order reference number for any further queries which you may have. Failure to provide us with an order reference number on request will result in a delay with your enquiry. Once your order has been accepted and dispatched to you we will send you a confirmation email.

I did not receive a confirmation email

Please contact us if you do not receive an acknowledgement email and we will make sure it is not a problem with our system. Acknowledgement emails are generated and sent automatically once an order has been successfully completed. You may need to check your mailbox as it may be treating our emails as spam or junk mail and you should check your spam or junk mail folders to make sure they have not gone directly to this location. You may also need to ensure that all of the details entered are correct, please pay particular attention to your payment card details, email address and delivery addresses.

The item/size I ordered is out of stock. Why was it on the website?

All items are subject to availability. Generally, if an item is showing on our website then it is available to order. However, during busy periods we may be in a position where we cannot supply an item or there may be an unexpected delay in despatch. Our system does not record individual size quantities, if you order several items in the same size you may experience a slight delay. If this is the case, we will let you know as soon as possible and will offer to substitute the item for another item of similar style/colour/ size or we will offer a refund.

How long will my order take to be processed?

We endeavour to process orders as quickly as possible as we know how exciting it is to get your order promptly, however please allow 24 – 72 working hours as a guide.

Which Payment methods do you accept?

We accept all credit cards such as “VISA, MasterCard, Amex and Paypal!