Device trade-in FAQs

    Get answers to commonly asked questions about device trade-ins.



    How are trade-ins shipped?

    For the best trade-in experience, go to your local T-Mobile store. Or if you can't get to the store, you can use the online T-Mobile Device Trade-in program to get instructions on how to pack and ship a trade-in. Keep in mind, when you ship it, you're responsible for accurately evaluating and packing the device so that it remains in the same condition (as originally indicated) during shipping. T-Mobile is not responsible for any damage sustained during shipping.



    How do I get a trade-in shipping label?

    During the online trade-in process, you are prompted to print a shipping label with instructions on how to pack and ship your old device.

    • If you didn't complete this step or your trade-in was initiated in a Retail store or by calling Customer Care, proceed to your Trade-in Status page for access to the shipping label.
    • If you haven't initiated your trade-in, proceed to Trade-in your device, which provides steps for trading in your device.



    What if my trade-in is identified as lost or stolen?

    If you send us a device that has been reported as lost or stolen, it has no trade-in value and T-Mobile can't return it to you.



    Can I trade in a device without an estimate?

    If you can't get an estimate for a device through our online estimate process, then no trade-in value is available for it.



    What if I'm not a T-Mobile customer?

    As a non-T-Mobile customer, you can trade in your old device for a credit toward a new device. When you activate your T-Mobile account, you can apply that trade-in credit to the purchase of a new device.



    How do I track the status of a my trade-in device?

    To track the status a trade-in device, log in to My T-Mobile and select Phone on the top menu bar. Then, choose Trade-in Status > Track Item.