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Return to Help CenterImportant Updates to our Policies
Where's My Order
- What should I do if my shipment is missing an item(s)?
- How do I check my order status?
- How do I track my order once it has been shipped?
- Can I have my shipment held for pick up?
- What should I do if my tracking shows delivered, but I haven't received my order?
Trade-In
- What is the Samsung Trade-In Promotion?
- What requirements does my device have to meet in order for me to receive the trade-in value?
- What happens if I changed my mind and don’t send in a device?
- What if Samsung determines that my device does not meet the minimum conditions or that my device is not an eligible device model for this promotion?
- What is a Cracked Screen Offer?
- What device models can I currently trade in?
Product Availability
Shipping & Payment
- What form of payments do you accept?
- When does my payment method get charged?
- What are your shipping options & restrictions?
- How quickly will my order be processed?
- What if my order requires a signature and I am not available?
- What is Samsung White Glove Delivery service?
Manage Order
- How do I cancel an order?
- Can I have my order redirected to another address if my order has already been placed?
Promotions
- What promotions are currently active?
- What is a promotion and how do I apply it to my order?
- Help! My promotion didn’t apply to my order, what do I do?
- I was given a promotion from your CS team, how do I apply it to my order?
- I was given a promotion from your CS team, how do I apply it to my order?
- I don’t want this free item, can I remove it from my cart?
Returns & Refunds
- What is your return policy?
- How to Return
- Can I send my return outside the return period?
- Do I have to pay for return shipping if I want to return an item?
- What should I do if I receive my product damaged?
- What should I do if I receive a defective product?
Help placing an Order
Financing
- How do I know when my first payment is due?
- How do I make a payment to my Samsung Financing Program Account?
- How do I know how much to pay each month?
- What special financing offers are available with Samsung financing?
- What is a No Interest if Paid in Full financing offer?
- What is Carrier Financing?
Premium Care
Samsung Upgrade
- What is the Samsung Mobile Upgrade Program?
- Can I upgrade any Samsung Mobile Device?
- Can I use my existing Samsung Financing Account to participate?
- What phones can I upgrade to?
- When can I upgrade?
- How do I upgrade to a new device?