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Frequently Asked Questions

  • What is Certified Preloved®?

    Certified Preloved® refers to our stringent refurbishing and recertification process that all of our products go through prior to being offered for sale. You can read more about us in the About Us section.

  • Where can I find details about my product?

    Each device comes with a manual that can be found here. If you can’t find the manual for your product, please send us a message.

  • Where can I find Certified Preloved® products?

    Our Certified Preloved® products can be found in online retail stores, including Amazon, Backmarket, Walmart, Newegg, and many more.

  • What do I do if I need help setting up my new product?

    Check out our product support page for help. If you still need assistance after that, just send us a message and we would be more than happy to offer additional support.

  • How do I submit a warranty claim?

    That’s easy! All you need to do is submit a ticket here. Our customer service professionals will respond within 24 hours, not including weekends and holidays.

  • How long is the warranty period for my product?

    The warranty begins the date the order is delivered and ends 90 days after delivery date. You can read more about our warranty here.

  • What do I do if I am missing accessories or my charger breaks?

    You should always inspect your product as soon as you receive it. If you are missing accessories, send us a message and we can arrange to have them sent out as soon as possible.

    If you are still within the warranty period and your charger stops working, you will just need to submit a ticket so that we can get a replacement charger sent out to you.

  • Do I need a receipt to file a warranty claim?

    Actually, no! All we will need is your original order number. You can get started by submitting a ticket here.

  • If my product was a gift, can I still file a warranty claim?

    Yes! You will just have to get the order number from the original purchaser.

  • Still have questions?

    Contact us or submit a support ticket.