Q: Where is YouNeverCall.com located?
A: We are based in Los Angeles, CA. We ship most phone orders out of our Maryland Warehouse.

Q: Why should I buy from YouNeverCall?
A: We are a leading online provider of Cell Phones and Wireless service in the US. We have an excellent rating with the BBB and take customer issues and complaints very seriously. But most of all, we care about our customers! Please call or write us and we will be happy to answer any questions you have. We go the extra mile to make sure your experience with us will be positive!

Q: How long will it take to receive my order?
A: For most orders:

Some orders may take longer! Delays in receiving credit approval or activation approval from your wireless service provider may cause delays in the order’s shipment date. If the wireless service provider requires more information to process your order, YouNeverCall will contact you by email or by phone. Any delays will be communicated to you via email. Please respond as soon as possible to avoid unnecessary delays.

Q: How will I know when YouNeverCall Wireless has received my order?
A: You will receive confirmation of your order by email. Please print or make a note of your YouNeverCall order number for future reference, because you can use it to track your order online at YouNeverCall.

Q: Why do you require personal information for my order?
A: Wireless service providers require a credit history check in order to provide service. Your information is only used for this application process, and will not be sold to any third party or list brokerage company.

Q: How is my personal information kept secure?
A: All information submitted is protected by our secure server, which automatically encrypts your personal information, name, address, and telephone number, so that it can't be read while traveling over the Internet.

Order Payments

Q: How can I pay for my order?
A: You can pay for your order by credit card or debit card. We accept the following credit cards:
• Visa
• MasterCard
• Discover
• American Express

Q: When will my credit card, debit card, or checking account be billed?
A: Funds will be reserved when you place the order. Your account will be charged when your phone ships. The wireless carrier providing your service will bill you monthly for the service plan.

Q: Why is there an authorization against my debit card?
A: While we do accept debit cards as payment, please be aware that an authorization will be placed against the funds in your account for the full amount of your order. If you choose to cancel your order before it is shipped, we will not bill your debit card. However, each bank determines when this authorization will be released from your card, ranging from within 24 hours to 7 days later.

Q: Is it safe to use my credit card over the Internet?
A: Yes! We use state-of-the-art technology to make our system secure.

Using My Phone

If you have further questions regarding your wireless phone, please contact your wireless carrier directly. Wireless carrier customer service numbers are provided in this document, as well as, included on your welcome kit and monthly statement.

Q: How do I charge the battery?
A: Before using your wireless phone you must charge the battery.

• To connect the battery to the phone, slide it onto the back of the wireless phone.
• For the first initial charge you must charge the battery for 24 hours.
• After the first charge, you only need to charge the battery as needed.
• DO NOT OVER CHARGE.

Q: How do I turn the phone on?
A: Press and hold the POWER/END button for one second.

• You might have to unlock the phone using your personal unlock code.

Q: How do I make a call?
A: Dial the phone number of the person you are calling.

• If your call is local and to a landline number (like your home or office number), or to another wireless phone; enter the 7/10 digit number, just like you would on your home phone.
• Press the SEND/TALK key and wait for your party to answer.

Q: How do I end a call?
A: To end your call, just press END. (Some flip phones automatically end the call when you close the flip onto the dial pad.)

Q: How do I answer a call?
A: To receive calls, make sure the phone is turned on. When you hear your wireless phone ring, simply press the SEND/TALK button to answer a call.

• On some portable flip phones you need only open the flip to answer the call.

Q: How do I turn the phone off?
A: Press and hold the POWER/END button for one second.
 

Other Helpful Hints:

• Extend the antenna for best reception.
• Be sure you are getting a signal. If you hear a fast busy signal when trying to place a call,
that means you are not receiving a signal. We recommend you go outside or near a window.
• Make sure your wireless phone is turned on. You will not be able to receive or make any calls unless your wireless phone is turned on.
• Use your phone wisely--remember that you will be charged for outbound as well as inbound calls.

Rate Plan Glossary

*If you have further questions regarding your wireless plan details, please contact your wireless carrier directly. Wireless carrier customer service numbers are provided in this document, as well as, included on your welcome kit and monthly statement.

Q: What is “Total Minutes Per Month”?
A: This is the number of minutes you can use during the month. Generally, there are no limits to when you can use these minutes.

Q: What are “Night & Weekend Minutes”?
A: Most plans offer additional minutes outside of peak hours. Because these additional minutes can only be used during nights and/or weekends, they are called Night and Weekend Minutes.

Q: What is a “Contract Term”?
A: Many service plans require a contract between the consumer and the wireless service provider. This contract is for a specified period of time—generally one or two years.

Q: What is a “Monthly Access Fee”?
A: Each month your wireless service provider will bill you a static amount for service.

Q: What are “Additional Minutes”?
A: Calls that exceed your Total Minutes Per Month will incur a per-minute charge, as determined by your service provider. See your contract for details.

Q: What is a “Long Distance Charge”?
A: Calls to numbers outside of your phone’s local area code will incur the listed charge. Most plans no longer charge for long distance; however they may instead incur “Roaming Charges”.

Q: What is a “Roaming Charge”?
A: This cost is charged when you place or receive calls while you are physically outside your local network, i.e. when you are traveling. Many plans offer free roaming and long distance.

Q: What is an “Activation Fee”?
A: This is a one-time fee for setting up your wireless service, charged by your wireless service provider. This is in addition to the cost of your phone and monthly access fee.

Q: What is an “Early Termination Fee”?
A: This is the fee the wireless service provider will charge if you discontinue service before your contract ends.

Original Order Returns

Q: How can I view the status of my return?
A: You can view the status of your return on your Order Status page.

Q: Will I get a refund if I return my phone?
A: Yes, provided:

1. You contacted us and received an RMA (Return Merchandise Authorization)
2. You deactivated your account with the carrier, and it is in good standing.
3. You returned all items in the shipment
4. The phone is returned within 30 days of activation.
5. The phone is in new condition.
If you have any questions about this, please contact our Customer Service department.

Q: Why do I have to deactivate my wireless account? Why can’t you do it for me?
A: Your wireless account is your account and is a legal contract between you and your wireless service provider. Wireless service providers rightfully protect your privacy and access to your account. Once it has been activated, we are not permitted to deactivate it for you.

Q: Will I have to pay shipping to return my phone?
A: Yes – we suggest using a service such as UPS, which allows you to track your shipment and can ensure timely delivery, so that you may obtain credit for your return.

Q: Will you refund my shipping charges?
A: Unfortunately, shipping charges are non-refundable.

Q: Why are you charging me an equipment discount penalty?
A: The price you paid for your phone was discounted when you bought it. This discount requires that you keep the phone active for six months after purchase. If you terminated service within six months, you must pay the discount amount. This is separate from any early termination fees your carrier may charge.

Q: I don’t have the original box the phone came in, or I threw out the manual, or I lost the battery charger. Can I still get a refund if I return the phone?
A: No. Unfortunately, we can only provide a refund for a phone that is returned in the original box, in the original condition, complete with the manual and all other accessories.

Q: How do I return my phone?
A: If you need to return your phone, please follow these three steps:

• Call us at 1-888-843-2485 to get an RMA (Return Merchandise Authorization) number.
• Call your wireless service provider and deactivate your account. YOU MUST DO THIS TO RECEIVE A REFUND.
• Send everything you received in the shipment (phone, manual, charger, battery, even the original box) back to YouNeverCall.

You must do all of these steps to receive proper credit and avoid unnecessary fees, both from YouNeverCall  and from your wireless service provider. If you do not deactivate your phone with the wireless service provider, you may be charged your monthly service fee in addition to an early termination fee.

Q: How do I exchange my phone?
A: We may be able to find a different phone or plan to suit your needs. Please contact YouNeverCall at 1(888) 378-6509 regarding your options and to have an RMA (Return Merchandise Authorization) issued. You may be able to exchange your phone if you meet all of the following criteria:
• The phone is in new condition.
• It is less than 30 days old.
• You have all the original packing materials, including manuals, chargers, and accessories.

When you are ready to send back your phone, remember to send everything you received in the shipment (phone, manual, charger, battery, even the original box) back to YouNeverCall, to receive proper credit and avoid unnecessary fees.