Returns

TextNow is proud to offer No Hassle 30 day returns!

Every purchase of a TextNow device and plan comes with a 30-day money-back guarantee. If you are unsatisfied, you can send that device back to us any time within the first 30 days and we will refund your device and plan costs. We include a prepaid UPS label to return your device within the first 30 days. If  you've had your device for longer than 30 days, contact us on chat support.



How does it work?

Every order will ship with a Prepaid UPS return label in the box with the phone and accessories. To send the device back to us for a refund, follow these steps:

1. Remove all of your accessories from the device including cases, screen protectors and SD cards, as well as remove any Google accounts or Apple IDs from the phone.

2. Package the device and all of the accessories that we sent you, other than the battery if it is removable, in the original packaging that the device came in.

3. Attach the prepaid UPS return label that came in the box to the package and take it to a UPS store. For the purposes of the return it must be sent back through UPS so that we can maintain package integrity and tracking.

And that’s it! once you have sent it back the package will come to our facility in Canada where we will inspect the phone to make sure it is in good condition, and if it is we will issue a full refund for the cost of the plan and device.

How long does it take to get my refund?
It will take about 30 days to receive your refund from when you drop the box off at UPS.

I lost my label. How do I send it back now?
We can help with that! Head over to TextNow.com/support and speak with one of our representatives over live chat and we will get a new label to you by email.

Once I send the phone back will I stop being charged?
Yes! Once we see that your phone is on the way back to us we will cancel your textNow account to ensure you are not charged anymore. If you had a phone and service prior to sending a phone back we may check with you to see if you want to continue the service with your old device.

My phone is acting weird, should I just send it back?
While you are welcome to send the device back we would recommend talking to our support team if your phone seems like it’s not acting right. Our phones have warranties, and if we cannot fix the issue remotely we will replace the phone for you free of charge. For more info check out our Warranty FAQ. 

What do I do with the battery once I have removed it?
We recommend safely disposing of the battery at an electronics waste disposal or recycling centre. You can check online to find out where these are in your area, but typically your local electronics stores will be able to help you, or at least point you in the right direction. Lithium Ion batteries should never be thrown out in the garbage.

It has been more than 30 days and I need to send the phone back. How can I do that?
Contact us by live chat at TextNow Support and we will try to help out with whatever you need.

I don’t know where a UPS store is. Where can I send the package back?
Check out the UPS store locator for locations you can send the phone back near you. 

Is it free to send the device back?
Yes, the label is a prepaid label, so when you send that phone back via UPS there is no cost.

I need to exchange my phone. Can I just send it back with this label?
The label included with your order is for 30 Day Returns only. If you send your phone back with this label you will not get another device, and will instead get a refund. If you need to change your device head to TextNow Support and tell us why over live chat and we can help you out.

Do I have to send this back with UPS?
For us to be able to offer a refund for the device and service the device needs to be sent back by UPS. If you send it back with another service we cannot refund it, and you will likely be charged by that service to send the device to us.

 

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