Warranty FAQ

TextNow warranties for new devices are for one year (starting from the day it ships out from our warehouse), and 60 days for gently-used devices. To qualify for a warranty you need to have your TextNow plan active and paid. The warranty covers manufacturer's defects only. Contact our chat support to start a warranty return. 



How long are TextNow warranties?
Do you have extended warranties or device insurance?
What does TextNow's warranty cover?
What does TextNow's warranty not cover?
What if my device was damaged in transit?
What if I dropped my phone or otherwise accidentally damaged it?
How does the warranty replacement process work?
What if I want to have my device replaced by a different model?
What's a return?
Are TextNow SIM Cards covered under a 30-day return policy?
How do I start a return?
How long does it take to process a refund for a return?


How long are TextNow warranties?

TextNow warranties cover twelve (12) months from date of purchase for new and refurbished devices.

Do you have extended warranties or device insurance?

TextNow does not offer extended warranties or device insurance.

What does TextNow's warranty cover?

TextNow warranties cover manufacturer defects. Your account has to be active and fully paid to request a warranty replacement.

What does TextNow's warranty not cover?

TextNow does not cover:

  • Visible damage caused by the user
  • Normal wear-and-tear or aging
  • Lost or stolen devices
  • Liquid damage
  • Rooted or modded devices

What if my device was damaged in transit?

If your device arrived damaged in any way, contact us immediately and we will start an investigation with our shipper (UPS, in most cases). The shipping company will want to see the packaging the device was sent in, as well as the device itself. Once the investigation is complete, we will inform you of the resolution. 

What if I dropped my phone or otherwise damaged it?

Accidental damage is not covered under warranty.

How does the warranty process work?

If you would like to start a warranty replacement, please contact us via chat from any of our Support pages. We'll go through some basic troubleshooting steps with you to determine whether your problem is covered under warranty. We will not send out any replacement device unless troubleshooting is completed.

Once our agents have determined you qualify for a warranty replacement, you have a couple of options for how you would like to proceed:

  • Option 1: Send your device first. We email you a pre-paid shipping label so you can send us your phone via UPS, free of charge. Once we get the notification from UPS your phone is on its way back to TextNow, we ship out your replacement. It generally takes a couple of business days for you to receive your replacement.
  • Option 2: We ship your replacement first. For this option, we charge you a deposit for the new phone and send it out to you. In the box, there will be a pre-paid shipping label to send your old device back. Once we receive your old device in good working order, we refund your deposit. It can take about 5-10 business days for your refund to be posted to your card once we receive your old device

What if I want to have my device replaced with a different model?

Our warranties are like-for-like replacements, meaning that we will replace your phone with the same model of phone you purchased. In the unlikely event the model you have is no longer available, we will replace it with the next-closest model we have in stock.

 

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