Exchange a defective device

Learn how to exchange a defective device.




To return a defective phone, Contact Customer Service. When you call, we will first attempt to troubleshoot your phone so you can avoid a replacement if possible.



Additional replacement options

If you choose note to file an exchange with us, you still have other options available to you.

  • Return the phone to the manufacturer: You can return phones directly to the manufacturer if they do not want to participate in T-Mobile’s phone replacement program. To do so, please contact your phone's manufacturer directly.
  • Upgrade your phone: You can also perform a handset upgrade to pay a low out of pocket price for a new phone, and have the option to pay the remainder of your phone balance over 24 months.
  • File a claim with Assurant: If are enrolled in Premium Handset Protection (PHP) you can file a claim online.



After you receive your replacement phone

Once you receive the replacement phone, you must return the defective phone to T-Mobile to complete the exchange.



Shipping options

When receiving a replacement phone, you have three available shipping options:


  • UPS Ground shipping - included in the $20 Service Warranty Fee (plus any applicable tax) for delivery within seven business days..
  • UPS Express shipping - $19.99 plus $20 Service Warranty Fee (plus any applicable tax) for delivery within three business days excluding weekends and holidays.
    • Note: UPS Express shipping is not available to PO Boxes, Military addresses that contain APO AE, or prepaid customers.
  • Next Business Day - $5 (Available only to Premium Handset Protection Bundle and Premium Handset Protection Extended customers).



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