FAQs

Hi there. Here you’ll find answers to our most frequently asked questions. If you aren’t finding what you’re looking for, please give us a call at (800) 342-9727.

Contact

01. I want to get in touch with a specific store or sales rep. How can I reach them?

Our wireless consultants are ready and happy to assist you. The fastest way to reach them is by using our online store locator to look up specific retail location hours and contacts.

02. Do I need to make an appointment before visiting a store?

Not at all. Appointments are not required and walk-ins are welcome. However, store capacity and wait times may be impacted due to COVID-19 restrictions. We appreciate your patience as we try to serve all of our customers safely.

Fees

03. Why was I charged a device set-up fee?

Device set-up is a standard Cellular Sales fee that covers in-store, in-person service of transferring data, contacts, photos, etc., and is charged at the point of sale. If you were charged incorrectly, please reach out to your wireless consultant or visit a store.

04. Why was I charged an activation or upgrade fee?

The Verizon activation fee is a one-time charge for adding a new line, or upgrading an existing line on your Verizon account. Both activation and upgrade fees are different from the device set-up fee, which is charged during your in-store visit.

Device Returns & Trade-Ins

05. How long do I have to return my device?

If your wireless device is subject to a Device Payment Agreement or to a 2-year Verizon service contract, you have 30 days (with the purchase date being day 1) to return or exchange your device. For more information, please refer to our Return Policy .

06. How do I return a device if I’m out of state, at an event?

Use our online store locator to find a nearby Cellular Sales store and stop by to begin the return process. Restrictions may apply.

07. Can I return or trade non-contract devices and accessories?

The 30-day return/exchange policy only applies to devices which are subject to a Device Payment Agreement or to a 2-year Verizon service contract (“Contract Devices”). It does not apply to devices which are not Contract Devices (“Non-Contract Devices”), nor does it apply to any other products sold (“Accessories”). Returns of Non-Contract Devices and Accessories are at the discretion of Cellular Sales based on purchase date, condition, and other applicable factors, and Cellular Sales reserves the right to reject any return of a Non-Contract Device or Accessory. Gift cards are not eligible for return except as required by law. For more information, please refer to our Return Policy .

08. I traded my device and want it back.

All trade-ins are final, but we may be able to help with a similar device or other alternative. Visit a Cellular Sales store to learn more.

09. Why am I still paying for a device I returned? This line was supposed to be cancelled.

Contact us using the form below about your issue and we’ll do our best to help.

Inventory Availability

10. How do I find out if a certain device is available at a store near me?

Choose a location on our store locator to find the nearest Cellular Sales location and we’ll be happy to check if the device you’re looking for is available.

Service

11. How do I switch to Verizon from another carrier?

Stop by any Cellular Sales location to open a new account and switch to Verizon service.

Before coming in, though, please be aware of the following:

A credit check is required, and certain fees may apply
When you activate a new line with Verizon, you’ll have the option to transfer your current mobile or landline number from another carrier
Most phone numbers are eligible for transfer to Verizon from another carrier
Some numbers may be limited based on geography, service area coverage, technology, or ownership of the line you’re transferring the number from

12. How do I create a new account?

We’re happy to help you do that. Simply visit any of our retail locations to speak with a wireless sales consultant. To find a Cellular Sales near you, use our online store locator.

13. Can I get help with transferring my information from an old phone to a new device?

Absolutely! Our knowledgeable Cellular Sales representatives are always happy to help. You’ll receive expert-level insight and service in moving your important files, photos, and data to your new smartphone.

Payment

14. How do I pay my bill? Can I make a payment over the phone or online with Cellular Sales? I made a payment, but it’s not reflected on my account.

We don’t currently take bill payments for your device or Verizon service, but you have a few convenient options to access your payment and account information:

Visit one of our stores
Download the MyVerizon app, or
Log in to Verizon Wireless’ online payment site

15. Why is my bill so high? I was quoted a certain amount and it isn’t reflected on my bill.

Factors like pro-ration, one-time charges, overages, additional features, insurance, promotions, etc. may be affecting your bill. If you need more information, reach out to your wireless consultant and they can help investigate this issue further.

Health & Safety

16. What are you doing to protect Cellular Sales store customers and wireless sales reps during COVID-19?

We’ve put CDC-recommended health and safety measures in place at our stores, including:

Limited number of customers allowed inside at once
Enforcing social distancing of 6’
Asking team members to stay home if they feel unwell
Disinfecting high-traffic areas other hard surfaces throughout the day
Curbside pickup service to minimize contact (at select locations)

Experience

17. I did not receive a promotion, discount, line access, device, or contract term that I was promised.

If you feel you’re missing a discount or promotional item, reach out to your wireless consultant so they can help investigate the missing item further. If you don't have a wireless consultant, find your nearest Cellular Sales store. and a wireless consultant from there will be happy to assist you.

18. I have a complaint about employee behavior, wait times, or COVID-19 safety measures at one of your stores.

We apologize for your unsatisfactory experience and want to make it right. Tell us about it by giving us a call and we'll do our best to help.