FAQs

Get answers to the most frequently asked questions regarding your Verizon plan, smartphone, tablet, smartwatch, or other products and services we offer.

Health & Safety

We take the health and safety of our customers and team members seriously. To help protect everyone in our stores, we are using CDC-recommended measures to reduce the risk of COVID-19. This includes:
  • Limiting the number of customers allowed in the store at once
  • Enforcing social distancing of 6’ between staff and customers
  • Requesting that customers who’ve traveled internationally contact us at (865) 281-1697 to speak to a rep instead of coming to a store
  • Asking our team members to stay home if they’re feeling unwell
  • Disinfecting high-traffic areas throughout the day and other hard surfaces every night

Experience

We strive for transparency in our business and customer experience. If you feel you were misled about any requirements, qualifications, or eligibility regarding any aspect of your service, please allow us to help. Contact us via the online form on our contact page or call us at (877) 851-0694.
We’re sorry to hear that your experience wasn’t what you expected. We want to help resolve the issue and regain your trust. Contact us via the online form on our contact page or call us at (877) 851-0694.

Device Returns & Trade-Ins

If you purchased a device under a 24-month device payment agreement or 2-year contract, you have a 14-day Worry-Free Guarantee. The first day of your guarantee begins on the date of purchase. To return any equipment covered by your Worry-Free Guarantee, be sure it is in like-new condition with its original box and accessories. A restocking fee may apply.
Reach out to us through our online contact page or give us a call at (877) 851-0694. We’ll quickly get back to you with information on possible return options.
Unfortunately, the Worry-Free Guarantee period does not apply to returns of non-contract devices or accessories which were not purchased along with a new Verizon account activation or an upgrade to an existing Verizon account. Returns of non-contract devices and accessories based on purchase date, condition, and other factors are at Cellular Sales’ discretion. We reserve the right to reject any return of a non-contract device or accessory.
Although all trade-ins are final, we want you to be happy with your device. If you’re having second thoughts, contact us and one of our customer service reps will open a case to begin assisting you.
Reach out to us through our online contact page or give us a call at (877) 851-0694. We’ll look into your case to find out if a mistake has been made.

Payment

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
  • If you made a cash payment in-store, please review your bill payment receipt. We will ask you to confirm the information displayed on your receipt to start investigating the issue.
  • Download the MyVerizon app, or
  • Log in to Verizon Wireless’ online payment site
It can be an unpleasant surprise when your bill isn’t what you expect. Call or contact us online and one of our customer service reps will help sort out your charges, along with any other factors – like pro-ration, one-time charges, overages, additional features, insurance, promotions, etc. – that may be affecting your bill.

Fees

Device set-up is a standard Cellular Sales fee which covers the in-store, in-person service of transferring data, contacts, photos, etc., and is charged at the point of sale. If you have questions or feel you were charged incorrectly, please reach out to our customer service team.
The Verizon activation fee is a one-time charge adding a new line to your Verizon account. This fee, in addition to any other upgrade fees for existing lines, should be reflected on your bill. Both activation and upgrades are different from the device set-up fee, which is charged during your in-store visit.

Contact

We’re happy to look up store and sales rep information for you. Just fill out and submit the form on our contact page or give us a call at (877) 851-0694 during the following times:
  • Monday-Friday: 8 am to 8 pm EST
  • Saturday: 8 am to 6 pm EST
  • Sunday: Closed
You can also look up our retail locations and hours using our online store locator.