What if I need to change something with my order before it ships?
Once your order has been placed, it cannot be canceled. Please follow the return instructions once you receive your package. If you need assistance, please call or chat with a Support Advocate.
Will someone need to sign for the package?
Delivery signatures are required for all device or accessory orders. SIM card kits (for bring-your-own devices) do not require a signature. If your package requires a signature and no one is available on the first delivery attempt, the carrier will leave instructions explaining when they will try again.
What if I never receive my order?
If you received a shipping notification email, the carrier tracking number can be used to track your package. If you never received a shipping email, please call or chat with a Support Advocate, who will happily assist you in locating your order.
Why was my order canceled?
If we can't verify your information or you've already ordered the maximum number of lines of service allowed for online orders, we may cancel your order. If this happens, we'll send you an email to let you know.
My order was canceled, but I see a pending charge on my bank account. Why?
If your order is canceled, your card will not be charged. You might see a pending charge or a "hold" for the preauthorized amount on your bank account, but don't worry - we won't process this charge. Your funds should be available in your bank account in 1-3 days. Check with your bank on their specific policy on preauthorized funds availability.