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| For answers to these questions please click the green plus symbol ( ) to the left of the question.
1) How can I contact you?
 a) For fastest service contact us Monday – Friday, 9am to 5pm EST by calling (954) 571-1970. You can also use the “Ask Seller a Question” or “Contact Seller” link on the upper right hand side of any of our auctions, please include your contact information when sending a message through eBay’s message system. We do not handle email outside of eBay’s Message system as recommended by eBay. 2) What is your address?
a) PhoneStoreUSA.com
1701 Green Rd
Suite H
Pompano Beach, FL 33064
3) How do I retract my bid?
a) Please refer to eBay’s Help topic on this subject by clicking “Help” in the upper right of this page and searching for “Bid Retraction” or by copying and pasting the following web address into the address bar of your web browser http://pages.ebay.com/help/buy/questions/retract-bid.html
4) I received an email regarding a “Mutual Order Cancelation Agreement” what does this mean?
a) A “Mutual Order Cancelation Agreement” is sent to you either 1) when your item is returned to our facility for a refund or 2) you have requested to cancel a transaction for an item that you had already bid on or won. It is a process in which eBay allows us to recover fees for canceled transactions, and / or returned items. By agreeing to or responding to this notification through eBay, you will NOT receive any strikes against your account.
5) I received an email regarding an “Unpaid Item Dispute” what does this mean?
a) An “Unpaid Item Dispute” is sent to you either 1) when your item is returned to our facility for a refund or 2) you have won an item but we have not yet received payment. It is a process in which eBay allows us to recover fees for canceled transactions, and / or returned items. By agreeing to or responding to this notification through eBay, you will NOT receive any strikes against your account.
6) Is my phone Refurbished?
a) No. We purchase all of our New items from Liquidation Specials, Discontinued Item Closeouts and through Service Provider Auctions. These items are sold to us as New, Never Used. They often do not come with manuals, accessories, batteries, or even retail boxes. We provide OEM (Original Equipment Manufacturer) accessories and manuals and batteries when available, though when Original Equipment is not available we use high quality Non-OEM replacements.
7) What kind of condition is the item in?
a) We use a cosmetic condition scale to best describe our products in a grading type system, which can be viewed in all our auctions on the left side.
New, Brand New – New, Never Used
Mint – Like New, very few to no blemishes
Great – light signs of wear, some small blemishes
Used – signs of normal wear, some scratches and scuffs
8) Can you provide me with a photo of the item?
a) We use stock photographs provided to us by eBay in order to keep our prices low and competitive. We are a high volume, small business run by a handful of staff. We simply would not be able to offer our best price to you if we took the time to photograph each and every item that we sell. We do provide a condition key and do our best to accurately describe our items using this condition key which can be viewed in any of our auctions on the left side.
9) Can you provide the ESN number before I purchase the item?
a) No. To prevent Electronic Fraud we do not give out ESN numbers. Our items are ESN verified before they are listed. Keep in mind that each item comes with a 30-day warranty which covers activation issues.
10) Where is my ESN number located?
a) Simply removed the battery door and battery from your phone and look on the label on the back of the phone. The ESN number is usually labeled with the letters, “DEC”(all numbers) or “HEX”(numbers & letters). Your service provider can use EITHER of these numbers to activate your phone. They may however, prefer one over the other.
11) What does Unlocked mean?
a) Unlocked is a term used to describe a GSM Phone that has had its SIM Lock removed and will work with most GSM Service Providers that use a SIM Card such as AT&T, T-mobile, Cellular One, etc. iDEN Phones can also be Unlocked to work with either Nextel, or Boost Mobile.
12) Is my phone Unlocked?
a) All of our phones come ready to activate with no user locks, or security locks. If a phone is advertised as “Unlocked” it is an industry term to describe a phone that has had its SIM Lock removed.
13) Are SIM Cards Included?
a) No. We do not include SIM Cards unless otherwise stated. You can use your old SIM Card, or get one from your service provider.
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14) When will my item ship?
a) We ship items twice per day, to get your item to you as quickly as possible. We will ship your item within 1 business day of receiving your completed & cleared payment.
15) How do I track my item once it is shipped?
a) An automatic Shipment Notification email will be sent to the email address that you have on file with eBay or PayPal. Your tracking information will be emailed from shipping@phonestoreusa.com, please add us to your address book.
16) Why didn’t I receive my Shipment Notification?
a) Please check your Junk Email / Spam folder. Shipment Notification emails are generated automatically and are sent to the email address that you have on file with eBay or PayPal. If you cannot locate the email please contact us.
17) I haven’t received my item, what do I do?
a) Please first check the tracking information via www.USPS.com ~ 1-800 ASK-USPS or www.FedEx.com ~ 1-800 GO-FEDEX. If you have further questions regarding your tracking information contact us.
18) Can you ship to me?
a) We only ship to the 48 Continental United States as well as Hawaii, Alaska and Puerto Rico.
19) Will you ship to the Virgin Islands?
a) No. Unfortunately we are unable to provide service to the Virgin Islands at this time.
20) Will you ship to Canada?
a) No. Unfortunately we are unable to provide service to Canada at this time.
21) Can you ship Mexico?
a) No. Unfortunately we are unable to provide service to Mexico at this time.
22) Can you ship to South America?
a) No. Unfortunately we are unable to provide service to South America at this time.
23) Can you ship Over Seas?
a) No. Unfortunately we are unable to provide service Over Seas at this time.
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24) What methods of payment do you accept?
a) We accept PayPal, PayPal eCheck, Debit Card and Credit Card (Visa, American Express, Discover, Mastercard). We are also able to take Credit Card payments over the phone.
25) Do you accept Checks, or Money Orders?
a) No. In compliance with eBay’s Accepted Payments Policy we no longer accept Checks or Money Orders as a form of payment. You can use the eCheck feature provided through the eBay checkout system via PayPal.
26) I don’t have PayPal, how do I pay?
a) You can pay with your Debit Card or Credit Card (Visa, American Express, Discover, Mastercard) through eBay’s Checkout System. If you need help with checkout or want to pay over the phone, please contact us.
27) Can you take my payment over the phone?
a) Yes. We can take a Debit Card or Credit Card payment over the phone.
28) How much are Shipping and Handling costs?
a) We now offer great low shipping costs, more shipping options and discounts for purchasing multiple items. Many of our items now offer FREE standard shipping! When purchasing (3) items or more you'll always receive free shipping! Our shipping charges are flat rate and incorporate shipping costs, packaging, materials used, and handling. They are non-negotiable, non-refundable, and non-reimbursable. For additional questions in regards to specific prices and discounts please contact us.
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29) My Item doesn’t work how do I return it?
a) Your package included paperwork with a 30-day warranty form. Simply fill out this form, be sure to circle Refund, or Exchange, and return your item within 30-days from your Original Purchase Date. Items returned to us 45 days after the purchase date are subject to a 15% re-stocking fee. We will NOT accept returns 60 days or more after the purchase date. Items received 60 days or more after the original purchase date will be returned to the customer at the customer's expense. Unclaimed items will be held for up to 90 days. All items that remain unclaimed after 90 days will be recycled and no refund or exchange will be given. All shipping costs are non-refundable.
30) I lost my 30-day warranty form, where can I find another copy?
a) Please visit our website at www.phonestoreusa.com, scroll to the bottom of the page, click on “Warranty Info”. There you will find information on how to print another copy of our 30-day warranty form. If you are unable to print this form for any reason, please include a sheet of paper in your return with your name, item number / order number, reason for return, and whether you want a refund or an exchange.
31) What is covered in the 30-day Warranty?
a) If your phone has functionality issues, activation issues, or is dead on arrival please contact us so we can further assist you as quickly as possible.
32) What is NOT covered in the 30-day Warranty?
a) Physical Damage i.e. cracked LCD, broken housing, missing parts, etc. If an item shows signs of extensive wear and it is determined to have been damaged by the user, the warranty will not be honored. Items that have been modified or altered, either physically or internally by re-programming through means such as flashing, are also NOT covered under our warranty.
33) What is SquareTrade?
a) SquareTrade is an independent warranty company separate from Phone Store USA. You cannot purchase a SquareTrade extended warranty through us. If you have purchased an extended warranty through SquareTrade please contact them at 1-877 WARRANTY regarding your extended warranty, we are unable to assist you with any warranty purchased through SquareTrade.
34) When can I expect my Exchange?
a) Exchanges are shipped within 1 business day of your return’s arrival in our facility. They are shipped via USPS Priority Mail (2-3 Business day Delivery in the Continental U.S.) to ensure your exchange gets to you quickly.
35) Does my exchange come with a new 30-day Warranty?
a) Yes, when we ship an exchange to you, a new 30-day warranty for that item will be honored from the date the replacement was shipped.
36) When can I expect my Refund?
a) Refunds are processed within 1 business day of your return’s arrival in our facility.
37) How will I receive my Refund?
a) If you paid with PayPal, your refund will be sent to your PayPal account. If you paid with Credit Card or Debit Card, your refund will be posted to the card the purchase was made from, please allow up to 10 business days for your refund to be posted. If we are unable to process a refund to your PayPal account, Debit Card or Credit Card; we will mail you a company check, please allow up to 10 business days for your check to arrive.
38) How do I withdraw my Refund from PayPal?
a) For step by step instructions; please visit www.paypal.com, click on Help, and search for “How do I withdraw funds from my PayPal account?”
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