How We Can Help?

  1. Chat with us by clicking on the Chat Box at the right bottom.

  2. Text Us: (833) 676-6753

  3. Email Us: cs.phoneguys@trangroupllc.com

  4. 90 Day Warranty: Sets Us Apart

We're here and delighted to assist you!

Customer Service

OUR WARRANTY & REFUND POLICY

Refund / Return Policy - 14-Day Window

Eligibility: You may return any device for a refund within 14 days from the date of purchase, provided it is in the same condition as when you received it. This policy also applies to order cancellations. Please note that a 20% restocking fee will be charged on all returns. As each transaction incurs costs on our end, we can no longer accept returns or cancellations free of charge. In the case of a defective device, you are covered under our warranty. We will replace the device if needed. If you decline the initial warranty repair or exchange, a 20% restocking fee will be applied to all subsequent returns. If the second device is also found to be defective, you will have options to receive a full refund.

Ineligibility: Devices purchased over 14 days ago are not eligible for return. Additionally, devices that have been physically damaged or exposed to liquids are not eligible. Please note that we reserve the right to substitute the color of any device ordered if the originally selected color is out of stock.

Return:

  • All returns will be subject to a 20% re-stocking fee. No exceptions.
  • Orders can be returned within our designated return period as stated in our return policy.
  • Please note that the same re-stocking fee applies to both returns and cancellations.
  • All online / in-store orders and can be returned via our return policy and will incur the same re-stocking/cancellation fee. 

Cancellation Policy for Online Orders

Cancellation requests will be subject to the following fees based on the order status:

  1. If the order has not been shipped:

    • A 10% cancellation fee will be charged for cancellation requests.

  2. If the order has already been shipped:

    • A 20% cancellation fee will be charged for cancellation requests.

Please note that these fees are necessary to cover the costs associated with processing and handling orders. We apologize for any inconvenience caused.

If you wish to proceed with a cancellation, please contact our customer support as soon as possible.

90 DAY WARRANTY COVERS:
  • Mobile phone, tablet, computer, gaming console, watch
  • Battery (drainage & no charge)
  • Screen (touch sensitivity only, no warranty for dead pixels or lines caused by damages)
  • Cameras (malfunctions)
  • Charging port (moisture issue not guaranteed)
  • Buttons
  • Earpiece
  • Speakers
  • Microphones
  • Connections (unlocked phones may not be fully compatible with carriers; no responsibility for lack of compatibility due to carrier unlocked phones; carrier locked phones not guaranteed for future carrier changes)

LIFE-TIME IMEI WARRANTY COVERS:

  • Bad / blocked or blacklisted IMEI / serial numbers

7 DAY WARRANTY FOR:

  • Gaming controllers, speakers, headphones

14 DAY WARRANTY FOR REPAIRS:

  • Repaired, replaced parts from us; no data/content loss

WARRANTY WILL BE VOIDED FOR:

  • Damaged: Drop, hard impact, water, and other damages caused by the customer

  • Modified: Root & jailbreak, opened, hardware modifications, or repaired elsewhere

  • Others: Special occasions such as not in original condition, indeterminable issue, confirmed fully functional by technician, forgetting passwords, screen locks, or damages noticed during diagnosis

  • Our sales representatives assist with leasing applications; direct leasing company contact for questions or concerns:

    • Progressive: (855) 222-0801 (Download app "Progleasing")
    • SmartPay: (415) 390-2614
    • Acima: 801-297-1982 (Download app "Acima")
    • Payvantage: (888-899-5545)
    • PayTomorrow: 866-418-5857
    • Snap Finance: (877-557-3769)
    • American First Finance: (855-721-1188)

HOW TO HELP US DO THE BEST FOR OUR WARRANTY:

We have lowered defective rates with triple inspection. If you have an issue:

By purchasing from our store, customers must accept the above conditions.

THANK YOU FOR YOUR BUSINESS

The Phone Guys stores provide the best mobile phone, electronics & gadget shopping community. Purchase at the best price and quality.

CONDITION NOTES:

(All conditions come with chargers and warranty unless noted)

Most devices are fully functional and never repaired. Over 7 years of experience, we buy inventory from selected vendors for quality. Devices checked and inspected by trained staff. We notify customers of defects.

  • New: Brand new. The item is unused and remains unopened.
  • Like New / Opened Box: Like New condition with minimum of 95% battery health if applied. The product has been opened but shows no significant wear or damage ( A+ )
  • Good: Gently used with minor wear marks. The item is in overall great condition (A/A-) and may exhibit slight signs of use.
  • Fair: Regularly used with visible wear and tear, including scratches or dents. The screen may have imperfections, but the item remains fully functional (B+/B).