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Customer Service
FAQ's |
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| 1. What shipping methods are available? |
We ship orders via United States Postal Service (USPS), USPS Priority Mail, and UPS. You will be able to select your desired shipping method when placing your order.
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| 3. When will you ship my items? |
*Most items leave our warehouse within one to three business days from the time you place your order. If the item you have requested is out-of-stock or discontinued we will ship what is in stock and put the remaining item(s) on back-order to be shipped when/if available. We will notify you of unavailable items via the phone number or e-mail address you provide. Unavailable items will not be automatically removed from your bill.
CREDIT CARD PROCESSING TIME:
Your order is thoroughly reviewed by our Credit Card Department to ensure that the order is accurate, the payment method is valid, and you are authorized to use this payment method. Once your order has passed the rigorous review by our Credit Card Department, it is sent to our warehouse for shipment.
Please note, credit card processing can take up to 3 business days (Depending on the accuracy of the information given to us by the customer.). Further, for security reasons, voice confirmation may be required before we can process your credit card for payment.
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| 4. When will I receive my order? |
*Most items leave our warehouse within one to three business days from the day you place your order. Time in transit for ground shipping is generally 1-3 business days to theEastern U.S., 3-5 business days to the Midwest and 4-8 business days to theWestern U.S. If an item is not in stock, we will ship what is in stock and back-order the rest. As soon as it becomes available, we will ship the back-ordered items. International shipping and delivery times vary.
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| 5. Do you offer free shipping? |
No, We do not offer free shipping, But we offer a choice of shipping options.
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| 6. How can I track my order? |
Also, once your order has shipped, you will receive an email confirmation with the shipping/tracking # for your packager.
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| 7. Do you ship to P.O. Boxes? |
Yes. Since we ship orders via United States Postal Service, we are able to offer shipments to P.O. Boxes. Please select the ground shipping method when shipping to a P.O. Box.
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| Ordering | | 1. Is it safe to use my credit card with WorldUnlocked.com? |
Yes. Shopping at WorldUnlocked.com is safe. Our database is designed such that all credit card numbers aresecurly stored andautomatically deleted from our system 30 days after an order is placed.
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| 2. How secure is my personal and credit Card information at WorldUnlocked.com? |
We go the extra mile to ensure safety and privacy of your personal and credit card information. Under no circumstances will this information be shared with any third party. Our database is designed such that all credit card numbers are automatically deleted from our system 30 days after an order is placed.
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| 3. What credit cards do you accept? |
We gladly acceptallVisa, MasterCard, American Express and Discover cards.
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| 4. How do I know my order went through? |
Right after you submit your order, if you provide a valid email address,WorldUnlockedsends you an email confirming that your order has been received. This email details a listing of the items you ordered and provides relevant information pertaining to your order. It's always a good idea to review that email to make sure you ordered correct items and quantities. You will also receive a second email after your order has shipped. This email will contain a shipment tracking number for your reference.
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| 5. I made a mistake in my order. What do I do? |
We all make mistakes. In case you need to change your order, we ask that you contact us as soon as possible. Please do not place a new order. Your credit card will be billed twice.
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| 6. Will you charge tax on my order? |
Since we are aNew Yorkbased company,New Yorklaw requires that we charge applicable sales tax to orders from residents in that state. No taxes are charged to residents of any other state.
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| 7. When is my credit card actually billed? |
We charge your credit card when your order is placed. Most orders will ship within one to three business days. We make every possible effort to make sure your order ships as soon as possible. We want you to be happy and we want you to be a long-term customer.
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| 8. What is my order number? |
Your order number can be found in the subject line of the email sent to you upon receipt of your order.
9. If I change my mind and need to cancel my order, what do I do?A: Contact us as soon as possible. If your order has not been shipped, we will cancel your order. Cancellation is not final until we have confirmed it with you. Once an order has been shipped, it cannot be cancelled. For any order that is cancelled before it is shipped, there will be a cancellation fee applied. The cancellation fee will be 10% of the total (including shipping), This is to pay for order processing fees.
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| Returns | | 1. What is your return policy? |
WE GUARANTEE EVERY PURCHASE 100%. If you are in any way unsatisfied with your order, we will do everything we can to make it right. Our customers are very valuable to us.
1. How do I return merchandise? A:Contact us andone of our customer service representativeswill try to solve your problem and if they cannot, we will issue you an RMA number.
2. What is an RMA number? A: RMA stands for Return Merchandise Authorization. It is the number we issue to our customers so that they may return merchandise.
3. Why do I need an RMA number? A: For two reasons. First, we often receive returns with no information to identify the customer and we are unable to issue a refund to them. With an RMA number, we will be sure that we can identify which customer returned the merchandise and issue a refund promptly and accurately. Second, we want to make sure that every other avenue has been exhausted and that the customer is returning it because there is no other option.
4. What happens if I return an item with no RMA number? A: The package might be refused and sent back to you. If we do accept the return for a refund, there will be a 25% restocking fee, and shipping charges are nonrefundable.
Note: All cell phones and software must be returned unopened and unused in the original box. Returned products will incur a 20% restocking fee. All returned cell phones must be returned with an RMA number. Please Contact usto get RMA number assigned before you return the item. Phones returned for repair must be returned within 3 days of receipt of merchandise and must have less than 15 minutes of talk time. Phones returned for a refund must have the tamper evident tape intact and phone box must be completely unopened and the phone must be unused with any static covers intact. Other accessories must be returned within 30 days and any refunds will be less shipping charge. Please note that an RMA number does not guarantee final disposition. All returns are subject to inspection. RMA numbers for accessories expire after 30 days. RMA numbers given for phones will be assigned an expiration date. Returned items must be received in our warehouse no later than the expiration date. After that date the RMA number is null and void and the package will be refused or returned to you at your cost.At time of delivery, please inspect your cell phone for damage while the shipper is still present. If the item is damaged, please refuse delivery and contact WorldUnlocked.com customer service immediately to arrange a replacement. Your signature on our carriers receipt acknowledges that you inspected your package and it is free from damage. Your signature also indicates that you understand our returns policy regarding your order.
Cancellation fee: For any order that is cancelled before it is shipped, there will be a cancellation fee applied. The cancellation fee will be 5% of the total (including tax and shipping), up to a maximum of $5.00. This is to pay for order processing fees.
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| 2. How do I return an item? |
Contact us andone of our customer service representativeswill try to solve your problem and if they cannot, we will issue you an RMA number.
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| 3. My item was damaged in shipment. What do I do? |
If your item is damaged in shipment, please contact us immediately.
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| 4. Are shipping charges refundable? |
Shipping charges are refunded only in cases where there is an error on our part or if you do not receive the correct item.
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| 5. Do you charge any restocking fees? |
Restocking fees may apply on non-defective returns.
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| Unlocked Phones | | 1. Unlocked Cell Phones FAQ's |
Unlocked Phones-FAQ
Cingular, T-Mobile and other GSM providers:
these networks can support "Unlocked GSM phones" There are four GSM bands: 850, 900, 1800, and 1900. Different geographical regions use different GSM bands.
Call your service provider to ensure band compatibility. The phone must run on all of the bands that your service provider uses to ensure full coverage.
For example, if your service provider runs on the GSM 850, 1800 and 1900 bands, the phone must run on the GSM 850, 1800 and 1900 bands as well.
Once a SIM card is inserted, the phone will be ready to make phone calls. Internet and messaging options, however, are carrier-specific and must be set up with your service provider.
All phone descriptions should include the bands that it runs on. If this information is missing, please notify us and we will provide this information to you. Returned phones will not be accepted due to lack of band compatibility.
Verizon, Sprint and Nextel:
We do not currently offer any phones compatible with these providers.
Q: What is an unlocked phone? A: Our unlocked phones are factory direct from their manufacturers. Most cellular phone factories are overseas. They will work with any GSM service provider that uses SIM cards and matching bands.
Q: What is the difference between your unlocked phones and the locked phones that cellular service providers sell? A: Almost nothing. The phones that service providers sell are "locked" to work only with that particular service provider's SIM cards. Some service providers have specific contracts with other companies for specific programming that we may not able to provide. Some phones may not be defaulted into English straight from the factory. And we do not make you sign any contracts for the good deals that we offer. Since these phones are not yet assigned to a carrier, carrier-dependant features such as messaging and Internet options may not be configured. Please contact your service provider to configure these settings.
Q: Will my phone order be shipped the same day that I place it? A: Please refer to our general shipping policy. In addition, in order to curb Internet fraud we review all orders for validity before they ship. This usually means that your order can ship within 2 to 4 business days after they are placed.
Q: Can I ship the phone to a different address then my billing address? A: Yes. Simply call your credit card company and add the other address as an authorized shipping address. We will contact your credit card company and verify the addresses. PayPal orders must ship to a PayPal confirmed address.
Q: It's been 4 business days since I placed my order and I still haven't received my tracking number. Is there a problem with the order? A: Not necessarily. As all orders are thoroughly reviewed before shipping this may necessitate us contacting you. Please contact our customer service department for more information.
Q: Do you ship phones internationally? A: Yes. We will ship to Canada and Mexico. If you need the phone shipped anywhere else please contact customer service for a shipping quote.
Q. What kind of accessories does my new phone come with? A: All phones are worldwide unlocked phones. They come with a standard European charger with an American adapter, also all phones come with their respective batteries. Some phones may come with American chargers. Any other accessories will be specified in the description on our website.
Q. Does my cellular service provider support unlocked phones? A: Yes. As long as you match the network to the phone. Therefore a GSM phone will only work with a GSM network. Please check with your provider for what kind of a network they have. If you call the customer service department of your cellular provider they should be able to tell you which GSM frequencies are running on their cellular towers. Also find out what frequencies run on the towers in the areas that you like to visit. When you purchase a phone make sure that the phone can reach all the frequencies that you are going to be using. This is will ensure maximum area coverage.
Q. I can't get my internet to work on my unlocked phone with my provider. Is there something that I can do? A: Yes. Just call your service provider customer service (usually 611) and tell them to send you a data packet for the service that you need.
Q. I called my service provider and they sent a data packet but it still doesn't seem to work is there a way to manually configure my phone? A: Yes. Please follow the links below:
T-Mobile
Q. I opened my phone and used it once can I return it? A: No. Please refer to the return policy.
Q. My phone seems to be defective. Am I stuck with it? A: No.Call or Email usto get a RMA number assigned before you return the item. We will attempt to find out what is wrong over the phone. We may need to get your phone back to take a look at it and fix it. If we can not fix the phone a replacement will be sent. Phones returned for repair must be returned within 3 days of receipt of merchandise and must have less than 15 minutes of talk time. We do our best to get you your phone back quickly, however we can not predict or control the time restrictions or the decision of the manufacturer.
Q. If I have to send my phone back will I get a spare to use in the meantime? A: No. We do not send out spare phones.
Q. My phone was damaged in transit what should I do? A: When you receive your phone from UPS you need to inspect the phone, make sure that it is in satisfactory condition and then sign for it. If there is anything wrong with the phone DO NOT sign for it. Simply give it back to UPS and call us for a replacement. Signing for the phone indicates that you have inspected it and it is in good condition.
Q: Do the unlocked phones have a U.S. warranty? A: We offer a 7 day warranty on all phones.
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| 2. How do I receive your 25% off coupons? |
Simply join our mailing list and we will email you your coupon whenever we conduct our next coupon campaign. Please click the link at the bottom right of our homepage and enter your email address.
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| Customer Service | | 1. What are your customer service hours? |
Online orders can be placed 24 hours a day, 7 days a week. Our customer service hours are 9:00 AM to 5:00 PMEastern Time Monday through Friday.
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| 1. What is the best way to contact you? |
Whenever possible please contact us via email as this is the best way to ensure that customer service will follow up with you. Our customer service agents check customer emails regularly; therefore voicemail messages and emails are usually answered within one business day.
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| 2. What is your customer service email address? |
| 3. What is your address and phone number? |
Our address is 248-07 Jamacia Ave, Bellrose, NY 11426. Our Toll Free # 1-888-90-WORLD
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