Warranty & Returns FAQ

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 it's 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 UPS scans that shipping label and we know the phone is coming back to TextNow, we refund your deposit for your new device. Refunds can take between 5-10 business days before they're reflected on your credit card.

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.

What's a return?

A return is when you've decided to send back your TextNow phone under our 30-day money-back guarantee policy. Unlike a warranty replacement, a return is a one-way transaction - you send the phone back to us, and we refund your cost of the phone and your monthly service plan once it's received and checked over by our returns department for any damage. Contact one of our online chat agents to start the return process. Please note: the phone must be returned using one of our prepaid labels - any return sent to us without a TextNow-issued return label will not be honored.

Are TextNow SIM Cards covered under a 30-day return policy?

No. See our SIM Card FAQ for more information. 

How do I start a return?

You start by contacting our chat agents on any of our Support pages. They'll walk you through the process and check to make sure there's no damage on your phone before returning it. 

How long does it take to process a refund for a return?

It usually takes about thirty (30) days to complete a refund for a return, as the phone has to come back to our headquarters in Waterloo, Ontario, Canada and be examined by our returns department before we refund you.

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Comments

  • Avatar
    Karen Smith

    This is no help I need a number to call now

  • Avatar
    Valeria TextNow Support

    Hey Karen! Our apologies for the inconvenience, please head over to our live chat support on textnow.com/wireless (or the bottom right-hand corner of this page) to speak with a live representative!

  • Avatar
    Sabrena Rice

    I need to start a refund for a Sim Card that I can't use do to the current carrier on my LG Tribute HD blacklisted me due to financial obligation.

  • Avatar
    Erin TextNow Support

    Hi Sabrena,

    We're sorry to hear that you are not able to activate your device. We have gone ahead and refunded the month of service you had paid for. The refund may take a few days to be processed by your bank, but it has been refunded on our end and you should see it back in your account soon.

    Edited by Erin TextNow Support
  • Avatar
    Adriana Vander Waal

    I want a refund ASAP. my payment didn't go through because apparently I was 6 dollars short when I first made the payment it said it went through as the amount was due was correct so I've waited a whole month and I'm tired of my time being wasted, I just wans my money back. nothing has worked out with you carrier so I would like to proceed to a better company once I get my money back

  • Avatar
    Valeria TextNow Support

    Hi Adriana! Sorry to hear of the confusion.

    Looks like you were able to speak with a live representative, and your shipping situation should be sorted out as soon as UPS gets back to us.

    Thank you for your patience :)

  • Avatar
    Caroline Nguelieko

    So how to start a return?

  • Avatar
    Valeria TextNow Support

    Hey Caroline! Sorry to hear you're looking to return your phone- you would need to reach out to one of our live representatives (such as through live chat) so they may process the return label and make sure your account is handled properly!

  • Avatar
    Mathias

    I need to start a return, What is the live chat time or 24 hrs

  • Avatar
    Erin TextNow Support

    Hi Mathias,

    Our chat support team is available from 10am-5:30pm EST daily. You can find them in the bottom right corner of this page for assistance.

    Edited by Erin TextNow Support