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FAQ

Here are answers to our most common questions.  If you don’t see your question here feel free to contact us anytime!

Does my offer ever expire?
Yes, all offers expire in 14 days. As demand changes and technology evolves, market pricing is updated. We guarantee offers for 14 days. Should you decide to send in your item after 14 days from the quote date, please contact our customer service department at CustomerService@plantyourphone.org and we will re-issue a quote.

What if I want to send in an item and it’s been over 14 days from the date of the offer?
We will be happy to re-quote your phone. Please email us at CustomerService@plantyourphone.org, and we’ll give you an updated quote and adjust your account accordingly.

What shipping method will I use?
When you accept our offer for your old electronic device, we will send you a postage-paid box that you can use to ship your device via the United States Postal Service (USPS). Simply pack and drop in any U.S. Mailbox.

Do I have to pay for postage?
No, we take care of all of the postage!

If I am using the packaging provided, do I have to drop it off at the Post Office?
No, our packaging is accepted anywhere that you can mail letters. Your home mailbox, a street side box or the window at the USPS can all be used as receptacles to mail your package.

Can I use my own shipping method and packaging?
Yes, you are welcome to use your own preferred method of shipping to send us your mobile device. Please address your package to:

ELECTRONICS RECYCLING DEPARTMENT
341 S. College Rd. Ste. 11 PMB 3019
Wilmington NC 28403

Are my items safe and insured while in your possession?
Absolutely, the packaging provided has multiple barcode signatures to identify your old cell phone or mobile device throughout the selling process. In the event of loss or damage after we receive an item, we will pay you the full quoted price for your phone. Please note that we cannot be liable for devices lost during the shipping process.

Do I need to send my device accessories (power cords, extra batteries)?
If you have extra accessories that were not included in your device value quote, feel free to send them in with your device. Be aware that any extra accessories will not increase the value we pay for your electronics.

Will you delete my devices contacts and pictures?
Yes, we will personally clear all data from your device. We value your security and privacy.

What exactly will you do with my old cell phone or handheld device?
First, our technology team will inspect the device to make sure it matches the condition you described in our online questionnaire. They will look at the make, model, functionality, and potential damage. Based on the phone’s model and condition, we will decide whether to resell your device or send it to our certified recycler, who will safely process the components for reuse.

How can I track the status of my sale?
You’ll be able to track your device from the time we receive it until we send your payment. Simply visit Track Your Device on our website and enter the email address you used when getting your quote or the order ID number included with your shipment.

What happens if you disagree with the condition I select for my item?
If the make, model or condition of the device we receive does not match what you described in our online questionnaire, we will send you an email with a revised quote. If you are not satisfied with the revised quote, we will return your device free of charge. You will have 7 days to respond to the revised quote email and tell us what you would prefer to do. In the event that we do not hear from you within that time period, we will send you a check for the new quote amount.

When will I receive payment?
If we receive your device before 10am Eastern Standard Time, we will issue payment the same day. That means if you opted for PayPal payment, your account will be credited the same day. If you opted for a check, the check will be mailed within 48 hours of receiving your device.

How will I receive payment?
Checks will be mailed via USPS to the address you provide in our product submission form. If you choose PayPal, we will add the funds directly to your account.

Can I change my payment from check to PayPal?
As long as the check has not been mailed, we will be happy to change your payment option. Our Customer Support Team is happy to take care of that for you. Please email us at customerservice@plantyourphone.org

Can I get my item back?
If you change your mind for any reason, we will return to you a device identical to the make, model and condition of the item submitted as long as the check has not been cashed or deposited, and it is within 5 days of the date on your check or Paypal payment. If you decide you would like to request a device return, you can do so by emailing our Customer Service department at customerservice@plantyourphone.org

How long will it take to get an item returned?
Our Customer Service Team will mail the device back to you within 24 hours of your request using the USPS Priority Mail. The USPS can take 3-4 business days to deliver a package. Once it is in the USPS mail stream, we have no control of delivery timing, but you can expect that it would be back in your hands in about 1-2 weeks.

What is the best way to reach your Customer Support Team?
Feel free to send an email to service@plantyourphone.org , our customer service line is temporarily down.

Thank you.