FAQ's (also see the full Terms & Conditions for more information on these items)
BUYING
What is my wireless carrier customer service number?
How do I activate the phone with my wireless service provider?
Can I put insurance on the cell phone I buy from Cellular Complete?
What charges are included in the shipping charge?
How long will it take to receive my order?
Will I be charged sales tax?
What happens if a product I ordered has sold out?
How does the 14 day return policy work?
Do you warranty your products?
Why is your warranty period only 14 days?
Is a SIM card included with the GSM phones (Cingular, T-Mobile, etc.)?
Is an instruction manual included?
SELLING
How do I sell Cellular Complete my phone?
I can't find my phone in your system. Will you still give me money for it?
Do I need to include any accessories with my phone?
How and where do I ship my phone?
How many cell phones can I sell to Cellular Complete?
How do I get free shipping when I sell back my phone?
DONATING
How do I donate my used cell phone to charity through Cellular Complete?
Where does the cell phone go?
What charities are supported?
How much money gets donated to the disaster relief charities?
Can I get records to make sure my donation was sent to the charities?
Where do I ship my cell phone?
Who pays for the shipping?
Will I get a tax deduction for my donation?
UNLOCKING
What is GSM Unlocking?
What are the benefits of unlocking my phone?
How do I get my phone unlocked?
Do I have to ship my phone to you?
Is unlocking legal?
How do I know if my phone is already unlocked or not?
How do I know if the unlock code has worked?
Wireless Carrier Customer Service Numbers: Back
- Alltel - (800) 255-8351
- AT&T - (800) 462-0275
- Boost - (888) 266-7848
- Cingular - (866) 246-4852
- Nextel - (800) 639-6111
- Rogers - (877) 764-3772
- Sprint - (888) 211-4727
- T-Mobile - (800) 937-8997
- U.S. Cellular - (888) 944-9400
- Verizon - (800) 922-0204
- Virgin Mobile - (888) 322-1122
How do I activate the phone with my wireless service provider? Back
Verizon, Sprint, Nextel, Alltel and all non-GSM phones:
- Log on to your personal account on your wireless provider's internet site and change the ESN number from there. (Contact your provider's customer service department for help.) This is FREE.
- Or call your provider's customer service department to activate over the phone. This is FREE.
- Or go to a physical storefront location and have an agent activate it for you (this may result in a small fee, however).
Cingular, AT&T, T-Mobile, Cellular One/Dobson and all GSM phones:
- Simply take out your SIM card from your old phone and insert it into your phone purchased at CellularComplete.com. It's that easy!
- If you lost or damaged your SIM card, you will need to purchase another one and have it activated by calling your wireless provider's customer service number. Your wireless provider will generally charge you $20-25 or you can buy one from us for just $10.00!
If you have any questions, please don't hesitate to contact us!
Can I put insurance on the cell phone I buy from Cellular Complete? Back
It is usually possible to add cell phone insurance onto your newly purchased used cell phone for a small fee per month. Contact your wireless carrier to see if this is possible. If the wireless carrier customer service department is not able to add the insurance, a storefront agent selling for the carrier can usually do it.
What charges are included in the shipping charge? Back
The shipping costs include packaging, handling, and insurance charges, and therefore, do not simply reflect the straight cost of shipping.
How long will it take to receive my order? Back
We normally ship USPS Priority Mail from our warehouse, which usually takes 3-5 business days after fulfilling the order. We can rush the shipment at your request for additional shipping costs.
Will I be charged sales tax? Back
Sales tax will be charged for residents of Kentucky only.
What happens if a product I ordered has sold out? Back
In the rare event that we sell out of an item before your order is fully processed, we will immediately notify you via email and either issue a "rain check" or refund your full payment (including shipping & handling charges) depending on what you desire.
How does the 14 day return policy work? Back
We want our customers to be happy with us, so if you are not satisfied with the product you purchased (phones and/or phone accessories only) during the first 14 days from its initial ship date, you can schedule with us to return it. You must contact our customer service department during that time and receive an RMA (Returned Merchandise Authorization) number. You will have 7 days from the date of the RMA issuance to ship the product back to us. If the product is determined to be defective, we will repair it or exchange it and send it back to you with free return shipping. If we cannot repair or replace it, we will refund your payment (minus shipping and handling charges). If the product is not defective, is still in "as sold" condition, and you do not want an exchange, we will refund your payment (minus shipping and handling charges and a 15% restocking fee). Please see the Terms & Conditions for complete information.
Do you warranty your products? Back
All used cell phones and accessories purchased through us are warranted to be free from defect for 14 days from the date of shipment to the customer, if they have been used in a normal fashion. We do not warranty the batteries that come with the used phones. Accessories may carry an additional warranty through the manufacturer as well. The warranty will be voided if:
- the product(s) have been misused, abused, modified, or improperly maintenanced
- the product(s) are ruined by fire, flood, or any act-of-God
- the product(s) are damaged due to being charged with the wrong voltage
- the product(s) are not scheduled to be returned (assigned an RMA number) during the first 14 days from their initial ship date and/or are not shipped back to us within 7 days of the issuance of the RMA number
Plese see the Terms & Conditions for complete information.
Why is your warranty period only 14 days? Back
Since you are buying a used phone, the manufacturer does not provide any warranty guarantee at all. But we wanted to give you more security than that. And unlike most used cell phone dealers on eBay, other websites, auctions, and flea markets who offer NO WARRANTY or return policy but sell their products in "AS IS" condition, Cellular Complete offers its customers a generous 2 week policy. We do this because we want the customer to have peace of mind when placing an order.
Remember a few things about our warranty policy:
1.) Our cell phones go through a rigorous 12-point inspection to insure perfect functionality. They will NEVER be DOA (Dead On Arrival).
2.) If you take care of a cell phone that has been checked for perfect functionality and don't abuse it, it will last a very long time.
3.) If in the rare occasion that a 12-point inspected used cell phone is dysfunctional, you will know RIGHT AWAY. You will not even need 14 days to figure this out. The phone will have problems from the moment you start using it. If this happens, just email us to get an RMA (Returned Merchandise Authorization) number from us and send it right back for a replacement or full refund!!
4.) It is usually possible to add cell phone insurance onto your newly purchased used cell phone for a small fee per month. Contact your wireless carrier to see if this is possible. If the wireless carrier customer service department is not able to add the insurance, a storefront agent selling for the carrier can usually do it.
5.) When you buy a used cell phone you are generally getting 50-75% off of the regular new retail price. That is often a savings of $125 or more!! So, when you consider saving that much money along with the assurances of the above four points, it is foolish not to take a chance on a used cell phone. Save alot of money! Avoid re-signing a new contract! Try one of our used cell phones today and you won't be sorry!
Is a SIM card included with the GSM phones (Cingular, T-Mobile, etc.)? Back
SIM cards are not included with the purchase of a used cell phone. You will simply need to use your old SIM card from your previous phone. If you have lost or damaged your SIM card or are signing up for a Pre-Paid plan and do not have a SIM card yet, you can get a SIM at one of your wireless carrier's stores for approximately $20-25. Or you can buy one from us for just $10.00!
Is an instruction manual included? Back
No instruction manuals are included. But you can easily go to the website of the phone manufacturer and download, read and/or print on-line. Example: if you buy a Motorola phone just go to www.motorola.com and look for the product page.
How do I sell Cellular Complete my phone? Back
It's as easy as 1 - 2 - 3!
1.) Place Order - Click here to search by phone manufacturer or wireless carrier for your phone's sell-back value. Then process the sell-back order.
2.) Mail your phone to us. We will reimburse you the exact postage amount you paid (up to $4.05 per order).
3.) Cash your check! We will mail you a check for the sell-back value plus the shipping reimbursement after 15 days from the date of our receipt of your phone.
I can't find my phone in your system. Will you still give me money for it? Back
If you have a newer phone, we may have accidentally excluded it from our list of phones. Please contact our Acquisitions Department to ask if we can buy it back.
Do I need to include any accessories with my phone? Back
The only accessories we need are some type of battery charging equipment (home or car charger) and a memory card (if your phone requires this to operate). Most phones do not have a separate memory card. The memory card is different from the SIM card. Every GSM phone has a SIM card. We do not need you to send us your SIM card.
How and where do I ship my phone? Back
All you have to do is take your phone to the local post office or any shipping center like UPS, FEDEX, or DHL and have them package and ship it for you. It is that easy!
Ship the phone(s) to:
Cellular Complete
ATTN: Acquisitions Department
9431 Westport Rd. Ste. 144
Louisville, KY 40241
How many cell phones can I sell to Cellular Complete? Back
There is no limit on the amount of phones you can sell to us. Just make sure to place your sell-back order for each one.
How do I get free shipping when I sell back my phone? Back
We will reimburse you for the exact postage paid to ship your old phone to us (up to $4.05 per order). This money will be included in the check sent to you to purchase your old phone. This does not apply to donated phones.
We have decided not to send out a box with a postage-paid label like some companies will do, because this will cause the transaction to take much longer and delay your receipt of cash. Instead, we believe it is much quicker to have you initially ship out the phone and have us reimburse you on your sell-back payment check. In this way you will receive your money after 2 weeks instead of 4-6 weeks like the other companies offer.
How do I donate my used cell phone to charity through Cellular Complete? Back
First: Donation Processing
If you want more detailed information before processing your donation, you can go to our Donation Information Page and then click the "Donate Now" link to start the process.
If you want to skip right to processing the donation go to this page and click on the "Donate Now " item.
You will receive a receipt of your transaction. Please print one for your records and one for you to send with your phone shipment.
Second: Ship Your Used Cell Phone
Drop your used cell phone in the mail along with a copy of the receipt from Cellular Complete.
SHIP TO:
Cellular Complete
ATTN: Phone Donation Program Team
9431 Westport Rd. Ste. 144
Louisville, KY 40241
Where does the cell phone go? Back
Your used cell phone will either be resold, redistributed, recycled or physically donated to those in need. If it is resold, redistributed or recycled,
50% of the proceeds will be donated to one or more disaster relief agencies. See our
Donation Information Page
for more information.
What charities are supported? Back
Your used cell phone donation will be directly supporting one or more reputable disaster relief agencies like:
- American Red Cross
- Salvation Army
- Samaritan's Purse - International Relief
- International Mission Board - World Hunger & Relief Ministries
- North American Mission Board - Disaster Relief
These agencies help millions of people who are suffering from the devastation of natural and other disasters.
How much money gets donated to the disaster relief charities? Back
Unlike most phone donation agencies who do not disclose the percentage of profit donated to the designated charities, Cellular Complete
guarantees that it will donate 50% or more of the proceeds generated from the redistributing or recycling of your used cell phone to one or more diaster relief agency listed above!!
Can I get records to make sure my donation was sent to the charities? Back
Absolutely! We keep detailed records of every phone donation transaction. Please simply contact us to get these records or for any other questions.
Where do I ship my cell phone? Back
Cellular Complete
ATTN: Phone Donation Program Team
9431 Westport Rd. Ste. 144
Louisville, KY 40241
Who pays for the shipping? Back
We ask that you pay for shipping. It generally will only cost about $2.00 to ship most phones across country via the regular USPS mail service. Since you are donating this phone to charity anyway, we do not think this minimal shipping charge will be burdensome to you.
It would actually be much more costly for us to pay for shipping because we would have to pay two shipping charges: one to send out a padded envelope or box to your home, and the other included on the postage-paid envelope or box. These extra shipping fees on us would unfortunately diminish the value of your donation.
We hope that you will consider how beneficial your donation will be to many people in need so that this $2.00 shipping charge will not be troubling to you.
If you are upset that you have to pay shipping, please contact us and maybe we can work something out. Thanks so much!
Will I get a tax deduction for my donation? Back
Absolutely! All you have to do is print out this Donation Acknowledgement Receipt, fill it out, and keep it for your tax records.
What is GSM Unlocking? Back
GSM technology phones utilize a programmable and removable account card in order to function. This card allows the phone to recognize your account information with a particular wireless company so that the phone will work with your company's cell phone towers. Hence, the card is referred to as a "Subscriber Information Module," otherwise known as a SIM card.
Wireless companies often put a "SIM lock" on the phones they sell to their customers so that the phone will not accept SIM cards from other wireless carriers. It is not entirely clear why the carriers do this, but whatever the reason, you can be sure their goal is to make more money.
The SIM lock becomes a problem when a customer wants to take his phone to another carrier, travel overseas with it, or resell it. A SIM-locked phone cannot be used on other carriers and has a significantly reduced resale value.
GSM unlocking basically removes the SIM lock from the phone so that the customer can be free to use his phone on other wireless carriers.
What are the benefits of unlocking my phone? Back
1. Save money on expensive international roaming charges overseas by using your phone with a local, temporary service. Simply slip another SIM card into your phone!
2. Save money by using your existing phone instead of buying a new one when you switch wireless carriers.
3. Dramatically increase the resale value of your phone.
4. Use two different carrier SIM cards in one phone by means of a dual SIM adapter.
5. No technical knowledge required to unlock your phone with us.
6. Many other benefits as well, depending on your unique situation.
How do I get my phone unlocked? Back
There are two ways to unlock your phone: 1.) Remote unlocking via unlock code and 2.) On-site unlocking via firmware/software reprogramming.
Remote Unlocking:
Most phones made by Nokia and some models made by LG, NEC, Panasonic, Samsung, and Siemens can be unlocked remotely with the use of an unlock code. There are 4 easy steps to the process.
STEP 1: When you place your order by choosing your phone manufacturer and model here, you will supply us with 3 bits of information: 1.) the country your phone was made to be used in, 2.) the wireless carrier your phone is currently locked to, and 3.) the IMEI number of your phone (the IMEI number is a unique 15-digit number that can usually be found on a sticker underneath the battery of the phone or you can read it in your display when you type *#06# on your keyboard.)
STEP 2: We will email you the unlock code within 24 hours to the address you provide.
STEP 3: Make sure your existing carrier SIM card is in the phone and power it on.
STEP 4: Type in the unlock code. (Type the "*" button multiple times to produce the "+", "p", and "w" symbols.) The phone will probably power off and on and might say "Phone restriction off" or something to that effect.
On-site Unlocking:
Most phones that can't be unlocked remotely can be unlocked by reprogramming the firmware/software with the use of a data cable and unlocking program. Phones made by Motorola, Sony Ericsson, PalmOne, Alcatel, Benq, Bosch, Ericsson, Maxon, Mitsubishi, O2, Philips, Sagem, Sendo, Sharp, Sony, Toshiba, VK Mobile and some phones made by Nokia, LG, NEC, Panasonic, Samsung, and Siemens require this type of unlocking procedure. There are 2 easy steps to this process:
STEP 1: Place your order by choosing your phone manufacturer and model here.
STEP 2: Send us your cell phone without the SIM card.
Ship to:
Cellular Complete
ATTN: Unlocking Department
9431 Westport Rd. Ste. 144
Louisville, KY 40241
STEP 3: We will unlock the phone at our facility and quickly send it back to you. Once we receive it, you should have the phone back within 3 days. (For extra shipping charges, you can get it back even faster upon request.)
Do I have to ship my phone to you? Back
See the "How do I get my phone unlocked?" answer above for more detailed information.
If you have a phone model that can be remotely unlocked via an unlock code, you do not have to send your phone into us. However, if your phone requires a professional to reprogram the firmware/hardware, you will need to send in your phone to us.
It is perfectly safe to do this as we are an established business with a three year presence in the Louisville, KY market. We have expertise in cell phone unlocking technology, so we know what we are doing. But if you are still nervous about sending your phone to us, we encourage you to insure your phone shipment with the postal carrier to give you peace of mind. UPS includes $100 insurance for free and the USPS provides similar insurance for a fee under $2.
Drop Offs:
You can also drop off your phone at any one of 6 stores in the Louisville, KY/Clarksville, IN area. Just present your phone and a copy of your order receipt to the agent on duty. We will call you when your phone is ready to be picked up.
2009 S. Hurstbourne Pkwy
Louisville, KY 40220
10238 Westport Rd.
Louisville, KY 40241
4801 Outer Loop (Jefferson Mall)
Booth 302 - in the foodcourt
Louisville, KY 40219
5000 Shelbyville Rd. (St. Matthews Mall)
Next to Aeropostale
Louisville, KY 40220
7900 Shelbyville Rd. (Oxmoor Mall)
Next to Old Navy
Louisville, KY 40220
757 E. Hwy 131 (Greentree Mall)
Booth 518 - next to Bath & Body Works
Clarksville, IN 47129
Is unlocking legal? Back
Unlocking your phone is perfectly legal. As long as you have not stolen the phone and are not trying to remove the IMEI ("UPC identifier") number, it is within your rights to unlock a phone that you personally own.
How do I know if my phone is already unlocked or not? Back
Just borrow a SIM card from a friend who is with another wireless carrier. Stick it in your phone and see if it works or not. If it works, it is unlocked. If it generates an error code like, "Enter subsidy code," "Invalid SIM", or something like that, then your phone is not unlocked.
How do I know if the unlock code has worked? Back
Your phone will either reboot and you will see it turn on like usual, or the display will read "Phone restriction off"....something to that effect. But the real test is when you stick another carrier's SIM card in your phone. If it works, you know the unlock code has worked.
Please feel free to contact us if you have any further questions!
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