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There are several reasons why you might need to replace your device. Understanding your situation will help ensure you take the right steps to get a new phone as quickly as possible.

  • You lost your phone:

Losing your phone can happen to anyone. You might accidentally leave it in a taxi, drop it somewhere while running errands, or misplace it at home. If you can’t locate it, you should act fast to prevent unauthorized use.

  • Your phone is stolen:

Phone theft is also becoming a growing concern. According to a report by the Federal Communications Commission, approximately one in three robberies in the United States involve the theft of a cell phone.

  • Defective phone:

Is your phone malfunctioning, damaged, or failing to work properly? A defective phone can be frustrating, especially if it suddenly stops functioning while you rely on it for essential calls, texts, or internet access.

For more details, please visit our Refunds, Returns, or Lost Equipment Policy.

The first step is to reach out to us. Our customer support team is ready to assist you in securing your account and guiding you through the replacement process.

For urgent cases like a replacement request, call our hotline at +1 (206) 445-7825. This ensures a timely response so we can help resolve the issue as soon as possible.

**Important note: ***For defective devices, report the issue within 15 days from the delivery date (for free phones) or 30 days (for purchased devices) to be eligible for a replacement under warranty. *

Step 2: Report The Loss/Defect

  • Lost or stolen phone? We will suspend your account immediately to prevent unauthorized usage.
  • Defective phone? Be ready to describe the issue in detail.

You may also need to provide, for example:

  • Your phone number
  • Details about the issue

This step is crucial because providing accurate information ensures a smoother and faster replacement process.

Step 3: Request A Replacement and Return the Device (if necessary)

If your phone is defective:

You may be required to return it before receiving a replacement. We’ll provide instructions on how to send it back, including a return shipping label and a packing slip if needed. After receiving the defective device, we will inspect and evaluate the issue.

If the product is not defective:

We will issue a refund to your original payment method, as long as the return is made within the specified return period and the following conditions are met:

  • The product is unused and shows no signs of use
  • All original packaging is intact
  • All accessories are included (such as charger, cables, and manuals)
  • All documentation is included

If your phone is lost or stolen:

While waiting for a replacement SIM or device, you can request a temporary suspension of your phone line. If your lost device or SIM is later found, simply contact us to lift the suspension and resume your service.