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About AmazonWireless > Ordering on AmazonWireless > Frequently Asked Questions

AmazonWireless Frequently Asked Questions


General Questions

Shopping at AmazonWireless

Upgrading My Phone

Add a Line to an Existing Account

Payment Options

Shipping and Returns

Phone Activation

Contact Us


General Questions


What is AmazonWireless?

AmazonWireless is Amazon.com's new cell phone store. We know that choosing a cell phone and service plan can be confusing, so we've worked hard to design a cell phone store that's easy to use. You use your Amazon.com account when shopping on AmazonWireless, and we back all AmazonWireless purchases with Amazon.com's world-class customer service.


Shopping at AmazonWireless


Which carriers can I buy from? What products do you carry?

AmazonWireless will offer a variety of transaction types from AT&T, Sprint, T-Mobile, and Verizon Wireless. For all of these carriers, we can help you set up a new individual or family plan (with the option of transferring your current phone number to your new phone), upgrade to a new phone for your current individual or family plan, or purchase phones without any plan at all. Adding a line to your existing family plan (with the option of transferring an existing phone number) is also supported on all carriers.

You can also shop our huge selection of wireless unlocked phones and wireless accessories at Amazon.com.

Can I keep my number when I switch carriers?

In general, you can keep your current mobile phone number when switching from one wireless carrier to another within the same metropolitan area. In some cases, you can also transfer your current land-line phone number to your new wireless phone. It is not possible to keep the same phone number when moving to a new town or city, however.

When we process your number-porting request, your new wireless carrier will work with your current wireless carrier to close your existing account and transfer your phone number to your new phone. To ensure uninterrupted service with your current wireless provider, we will not initiate the transfer request automatically. When you receive your phone, you will initiate your number transfer and service activation request based on instructions included with your shipment (or by visiting Your Account at AmazonWireless).

I already have wireless service. Can I port my number and sign up as a new customer with the same carrier?

No. When you sign up for new service and we transmit the information to the carrier, they verify whether an account already exists for the individual requesting the service. If an account exists and you've selected a new individual or new family account, your request for service will be denied.

If you'd like to use the same carrier and you aren't interested in adding a new line to your account, select one of the upgrade options when choosing your phone.

My current phone is broken. Can I buy a replacement for it at AmazonWireless without extending my current service contract?

Yes. If your phone is broken, lost, or just needs to be replaced, you can purchase a carrier phone without a plan at AmazonWireless. Just find the phone you're interested in, click through to the product information page for that phone, and select the option “Phone only (no service)” to see the price without a plan and complete your purchase.

If you are an AT&T or T-Mobile customer, you also have the option to purchase an unlocked phone as a replacement. Visit our current cell phone store at Amazon.com to buy an unlocked phone today.

Who sets up service for my new phone?

When you complete your AmazonWireless purchase, we'll ship your phone(s) to you and work with the carrier to establish your wireless service (i.e., create an account with the service plan and service options you requested). When you receive your phone, you'll complete the service-activation process by following our instructions in the box or reviewing our Activation Guide.

Will you check my credit when I buy a phone?

When you are establishing new cell phone service with a carrier, the carrier will evaluate your credit as part of the service application process. While AmazonWireless collects the information necessary for the carrier to run this credit check, we do not have access to your credit information. We protect all data required for the credit evaluation with Amazon.com's world-class security systems and procedures. See our Privacy Notice for more information.

Do I have to sign a contract to buy my phone?

No. You have the choice to purchase a phone either at a significant discount with a two-year contract, or at full price without service (this option is usually for customers looking for a replacement phone for their existing service). If you would like a phone only, be sure to select the “Phone only (no service)” option before adding to cart.

Can I purchase a phone as a gift?

Yes. There are two options. You may purchase a phone without service, which is primarily an option for when the person receiving the gift has existing service with a carrier and would like a different or replacement phone. Or, you may purchase a phone with service from AmazonWireless. Please note: when we create your account with the wireless carrier, we are entering you into a legally binding contract with that carrier. While you may therefore purchase a phone with service and give that phone to somebody as a gift, the carrier contract will remain in your name unless you work with the carrier to transfer account liability. A credit check may be required to verify eligibility of the person receiving the phone and contract.

 

Can I purchase new lines of service or upgrades for a business account?

At this time, we can only process orders for personal single and family accounts.

Does my Amazon.com Prime membership work at AmazonWireless?

All AmazonWireless orders ship with FREE Two-Day Shipping (keep in mind that the wireless carrier must approve your service application before we can ship your phone).

Do I have to be an Amazon.com customer to use AmazonWireless?

Yes. You must use your Amazon.com account to shop at AmazonWireless. If you need to create an Amazon.com account, please visit Amazon.com and look for the "New customer?" link at the top of the page.

Do you have a price guarantee?

If you find a lower price on an eligible website for the same product with the same service plan within 14 days after we ship your device, let us know and we'll credit your original payment method for the difference.

Is there a limit to the number of phones I can purchase on AmazonWireless?

To best serve our customers, we reserve the right to limit the quantity of items you purchase or the total amount you spend. We may place these restrictions on a single customer or account, or on a single order. These restrictions may also apply to multiple orders placed by the same customer or account, the same credit card, the same billing and/or shipping address, or that otherwise appear to have been placed by a single customer or source.

I received an e-mail that says I need to do a manual review. What is a manual review? What am I supposed to do?

When you place an order for a new line of service with a carrier, the carrier may ask for additional information before they approve your credit application. If this happens, contact AmazonWireless Customer Service at 1-877-429-8502. Our Customer Service Associates will guide you through this process.

Why am I seeing an activation fee on my bill if the activated fee was waived through a promotion?

Customers will receive an activation fee credit after three billing cycles. The customer is responsible for any cost of service used before a phone is returned, which will be reflected in the final bill. If your final bill includes activation fees that should have been waived, please call AmazonWireless Customer Service at 1-877-429-8502.

Do I have to pay activations fees when I purchase from AmazonWireless?

Yes. Activation fees apply on purchases on AmazonWireless. Carriers determine all charges associated with setting up your services. These activation fees are at the discretion of the carrier.

I will be opening up a new account through one of the wireless carriers AmazonWireless offers. If I select to receive a new phone number, what number will the carrier provide for me?

When opening a new contract, phone numbers are assigned by the carrier based on the zip code of the billing address provided for the credit application.

Are the phones sold on AmazonWireless in new condition?

Yes. All phones listed on AmazonWireless are in new condition.

Why does the checkout process show I am going to be charged for the entire plan again when I am adding a line to my current contract?

Our website shows the plan you selected in order to confirm and verify that particular plan is the one you wanted. You will not be double charged for a plan you already have active on your account.

When will AmazonWireless offer accessories to be purchased at the same time as I purchase my phone?

We are constantly working to enhance AmazonWireless. A full set of accessories are available today at Amazon.com.


Upgrading My Phone


Can I upgrade my phone at AmazonWireless?

Yes. If you're eligible to extend your contract with your current carrier, AmazonWireless can help you upgrade your phone. Carriers generally approve upgrades for lines of service that are at least 22 months into a 24-month contract and in good financial standing.

When you're ready to upgrade, find the phone you're interested in, click through to the product information page for that phone, and select one of the options under "Upgrade phone and renew contract." We'll collect the information required to extend your wireless contract during the checkout process.

To ensure uninterrupted service on your current phone, we will not initiate the upgrade request automatically. When you receive your phone, follow the instructions in the box or review our Activation Guide to complete the service-activation process.

Why is the price different for new customers and existing customers?

When you sign up for service, the wireless carrier pays AmazonWireless a commission. The commission we receive varies based on the type of service ordered on our website. We're paid a larger commission for new lines of service, and we share that benefit with new customers in the form of lower prices. While our prices for upgrade orders are competitive, the commission we receive is smaller, and it doesn't allow us to pass on as large of a discount.

I’m already paying for a plan with my carrier. Why am I asked to choose another plan during the ordering process? Am I going to be charged more?

When you upgrade an individual line of service, you'll choose a new plan based on the carrier’s current plan offerings. The new plan will replace your existing plan; any differences in the plan price will be reflected on your monthly bill from the carrier.

I need a new phone, but my line isn't eligible for an upgrade. Another line in my family account is eligible. Can I get a new phone for my line by using the upgrade of the other line in my family account?

While carriers may offer the option to swap upgrades between different lines on the same family account, this option isn't available through AmazonWireless. Phones purchased from AmazonWireless must remain on the line upgraded for 181 days. If you move the device to an alternate line within the first 181 days, you'd be subject to additional charges by AmazonWireless of up to $250 (per phone), plus applicable taxes.

I have a corporate cell phone issued by my company. Can I upgrade it at AmazonWireless?

At this time, we are not able to upgrade company-issued cell phones.

When attempting to upgrade my line of service I received an error message saying I was locked out for 24 hours, why?

For your security, if the account credentials are entered incorrectly 5 times, the account will be locked for a 24-hour period. During this time, no upgrade orders will be able to be placed. Please try again after the 24-hour period.

Why do I have to receive a text message code in order to upgrade my phone through AmazonWireless?

AmazonWireless works closely with your wireless carrier to protect your account from unauthorized use. If the shipping address you provide for an Upgrade or Add A Line does not match the account address provided to us by your wireless carrier, we will send you a text message with a secret code you will use at our site to confirm that you are the owner of the account.

How long will it take to receive the SMS message?

The text message is generally received within a few seconds; however, it can take up to 10 minutes to receive the text.

How can I order from AmazonWireless if my current phone is broken or does not support text messaging?

If your phone is broken or you cannot receive text messages, please update your shipping address to match the address on your wireless carrier account.


Add a Line to an Existing Account


Can I add somebody to my current family plan at AmazonWireless?

Yes. If you're eligible to add additional lines to your family plan, AmazonWireless can help you add lines, with the option of transferring an existing phone number.  When you're ready to add a line, find the phone you're interested in, click through to the product information page for that phone, and select the “Add a Line” option.  We'll collect the information required to add a line to your existing family plan during the checkout process.

Why is the price different for new customers and existing customers?

When you sign up for service, the wireless carrier pays AmazonWireless a commission. The commission we receive varies based on the type of service ordered on our website. We're paid a larger commission for new lines of service, and we share that benefit with new customers in the form of lower prices. While our prices for upgrade orders are competitive, the commission we receive is smaller, and it doesn't allow us to pass on as large of a discount.

When I add an additional line to my existing family account, how will my new phone number be generated?

Phone numbers are assigned by the carrier based on the area code of the primary account holder’s mobile phone number. They are not necessarily based on your current billing zip code, or where you currently reside.

I have an individual account with Verizon Wireless and I want to add another line to my account (i.e., convert it to a family account), but the option isn't available. How can I do this through AmazonWireless?

Unfortunately, this option isn't currently available. We're working to add more plan options and plan to improve existing site features over the coming months. Check back to see if this option is available in the future.


Payment Options


If I currently receive a corporate employee discount with my cell phone contract, can I still upgrade it at AmazonWireless?

If your current account is under personal liability (you pay for the service), you may upgrade with us. However, after a successful upgrade we encourage you to check with your carrier to ensure the employee discount remains on the account.

Can I use my Amazon.com Gift Card on AmazonWireless?

Amazon.com Gift Cards may not be used on AmazonWireless at this time. However, we are constantly looking at ways to improve our service, and perhaps this will be an option in the future.

The carrier sent me a coupon/credit towards a purchase of a new phone; can I use this to buy a phone on AmazonWireless?

Phones sold on AmazonWireless aren't eligible for coupons or credits provided by the carrier because the phones are sold directly by us. However, the AmazonWireless Instant Discount Policy is reflected in all of our phone prices.

My company/school has an agreement with the carrier that gives me a discount on my monthly bill. Will I receive that discount if I purchase from AmazonWireless?

AmazonWireless doesn't have the ability to add these discounts to your service when the order is placed. While we directly provide the cell phones listed on our website, we aren't a wireless service reseller; the cellular service plans themselves are listed by AmazonWireless on behalf of the carrier. When you purchase a service plan on our website, you'll receive the service directly from the carrier you selected when you placed the order.

You're welcome to contact the carrier to verify whether they can apply the discount after you receive and activate your phone(s).

Can I change payment methods for my order online?

No. If you would like to change the payment method for your order please contact customer service at 1-877-429-8502.

When does my service and billing with the carrier start when I order a phone from AmazonWireless?

When ordering a phone from AmazonWireless, your contract is initiated from the date we ship your order. Your service plan will then be prorated from the date the order is shipped.


Shipping and Returns


Where do you ship?

AmazonWireless ships to all U.S. domestic locations with FREE Two-Day shipping. Orders placed by 3PM Eastern Time will be delivered in two business days. Orders placed after 3PM eastern time on Fridays will ship out the following Monday and arrive Wednesday, unless there are intervening holidays. Alaska, Hawaii, and Puerto Rico also qualify for FREE Two-Day Shipping though in some cases orders may take an additional 1-3 days for arrival.  Packages to U.S. Virgin Islands are sent via Standard Shipping. Please review your order confirmation email which will state if you are in an area which requires additional transit time.  For new lines of service, the physical address you provide for your credit check request must match the order shipping address. Upgrade and replacement phone orders may be shipped to P.O. boxes, but new individual and new family orders may not. Please note shipments to P.O. boxes will be sent via Standard Shipping and will arrive 3-5 business days from the ship date.

Currently, AmazonWireless does not ship to APO, DPO, and FPO addresses.

What is your return policy?

You can return items sold and fulfilled by AmazonWireless for a full refund within 30 days of delivery. This refund is for the device only. An early termination fee (ETF) may still be charged by your carrier unless you cancel service according to their respective policy; 14 days from the date your device is shipped for Sprint, T-Mobile, and Verizon, and 30 days from the date your device is shipped for AT&T. All phone parts and accessories must be in new condition and returned in the original product packaging. We'll also pay for return shipping on eligible returns authorized by AmazonWireless Customer Service.

To initiate a return, please contact customer service. You can also review our full returns policy online

After you return your phone(s) to AmazonWireless, you will need to contact your wireless carrier independently to cancel your cell phone service (we aren't able to cancel service on your behalf). Please read the terms and conditions of the carrier contract carefully to ensure you cancel your service before incurring any sort of early termination fee (each carrier provides a short grace period within which there is no fee).

  AT&T Sprint T-Mobile Verizon
Activation Fee   $36 per line $36 per line $35 per line $35 per line
Upgrade Fee   $36 per line $36 per line $18 per line $30 per line
Carrier Termination Period   30 days
See details		 14 days
See details		 14 days
See details		 14 days
See details
Maximum Termination Fee   Up to $325
See details		 Up to $350
See details		 Up to $200
See details		 Up to $350
See details

Where's my stuff?

You can view your order history and track the status of your order in Your Account at AmazonWireless.

All AmazonWireless orders ship with FREE Two-Day Shipping.* We use either ground or air shipping services as necessary to meet the estimated delivery date. These options do not correspond directly to any carrier-branded 1- or 2-day shipping services. Note that the wireless carrier must approve your service application before we can ship your phone. This process may take more than 24 hours and can delay the shipment of your order. Our estimated delivery date also accounts for your product's inventory status and the time required to package and ship your order. Keep in mind that items ordered on a Friday, Saturday, or Sunday may not ship out until the following Monday.

* Alaska, Hawaii, and Puerto Rico also qualify for free two-day shipping though in some cases orders may take an additional 1-3 days for arrival. Packages to U.S. Virgin Islands are sent via Standard Shipping. Please review your order confirmation email which will state if you are in an area which requires additional transit time. Please also note that orders shipped to P.O. boxes can only be sent via Standard Shipping and will arrive three to five business days from the ship date.

What are my options if I receive a defective device?

If you receive a device that is not working correctly we ask that you contact the carrier for troubleshooting with the device. In many cases the carrier is able to resolve any problems over the phone. If you're unable to get the issue resolved after speaking with the carrier, please contact AmazonWireless so we can find the best solutions for you.


Phone Activation


How do I activate my phone when I receive it?

When you receive your phone, please follow the instructions in the box to complete the service activation process. You can also find this information online in our Activation Guide.

Is it required to use the SIM card that came with my new phone or can I just use my old one?

Yes. To ensure proper activation of your phone, you must use the new SIM card that came with your AmazonWireless phone.

How do I port my existing number to a new carrier?

You can generally keep your current phone number when switching from one wireless carrier to another. In some cases, you can also transfer your current hardline phone number to your new wireless phone.

After adding your phone, plan, and any additional service options to your cart and selecting "Proceed to Checkout," you'll be prompted to sign in using your Amazon.com account. After signing in you will arrive to a page that asks: "Want to Keep Your Current Phone Number?" Select "Yes, I want to transfer a number." After selecting this option you'll be asked to provide your current phone number and all of the associated account information including your account number, and password.

Your carrier will begin the activation process while your phone is in shipment. The activation process should be completed when you receive your phone and complete the activation instructions available via http://wireless.amazon.com/activate.

How can I easily transfer my contacts from my old phone to my new device?

To find the easiest way to transfer your contacts we ask that you contact your carrier.

What do I do if I have a problem with the activation of my new phone(s)?

If you have followed the standard activation instructions listed in our help pages here and your phone is still not activating, please call our customer service to assist in troubleshooting the activation. You can reach us at 1-877-429-8502, seven days a week between 7am - 11pm Central Time.


Contact Us


I have a question you didn't answer here

You'll find more information about AmazonWireless in our help pages. If you don't find the answer to your question there, please contact customer service. We'll be happy to answer any additional questions you have.

How do I provide feedback?

We are working hard to enhance the website, and we appreciate your input on the features and product selection that are important to you. We review each suggestion carefully in an attempt to serve our customers better.

Please send your comments and suggestions to feedback@amazonwireless.com.

Do you offer an affiliate program?

Please visit Amazon Associates for more details about the Amazon Wireless affiliate program.