Device trade-in FAQs

Check out answers to all your trade-in process questions below.

Welcome to Trademore’s device trade-in FAQ hub. You have questions about the trade-in process and we have the answers. Our device trade-in FAQ covers device eligibility, trade-in value, and our secure trading policy. If you don’t see your trade-in process question below, contact us directly.

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FAQ Sections

How it works

Trademore allows you to buy certified pre-owned smartphones and smartwatches, or sell/trade-in your smartphones, tablets and smartwatches in a simple, reliable way.

Thousands of satisfied customers have trusted Trademore for buying or selling their devices. For starters, it's completely risk-free. If the final offer you receive for your device doesn't meet your expectations, simply request that your device be returned at no additional cost. We know there are plenty of options to trade in devices, and we truly appreciate your considering Trademore.
Trademore works in 3 simple steps
1) Discover Trade-In Value: Find your device on the site and let us know what condition it’s in to get an initial offer. Complete the checkout form to start the order and we’ll keep the process going.
2) Ship with Confidence: Ready to trade in your phone or device? We'll send you the shipping materials and a prepaid label at no cost to make the process super easy.
3) Receive your payment: After your device is received, we'll evaluate to confirm if the condition you provided when we made the initial offer. We'll keep in touch along the way. When you checkout, you'll have the option to choose a Virtual MasterCard® Debit Card or PayPal to receive payment (terms and conditions apply).
iPhone Model
Go to Settings --> General --> Regulatory and look in the first line for your model name such as A1865 for Verizon iPhone X
Go to Settings --> About Phone --> Model Name and Number in the List
iPhone Mode
Go to Settings --> General --> About --> Capacity
Go to Settings --> Storage
We accept most devices that operate on the national wireless networks in the United States, including AT&T, Sprint, T-Mobile, and Verizon. We do not accept phones that only operate with service providers that are not listed on our website at the time of your trade.
We do not sell or share any of your information. It's only used for communicating directly with you or sending you packages to the address you provided.
For now, you can always drop us a note at and we'll be happy to assist you. We know your time is valuable, and we're working to add new functionality on our website, where you'll be able to complete most tasks in a simple and quick way. So stay tuned.

Orders and Payment

It's very important that you take time to correctly determine the condition of your device. Selecting the correct condition means you'll get paid in a timely manner. Here's the criteria you can use to determine your device's condition.
Fully functional in like-new condition with no scratches or blemishes
Fully functional with normal wear and tear, minor cosmetic scratches
Device is not fully functional or has cracked screen and/or bent housing
For now, you can only submit one device per order. Please note: if you send us more than one device in one shipment, we can only pay you for the device that is tied to your order. We'll responsibly recycle the other device that's not tied to your order.
Currently we're only accepting orders from the United States.
Yes! Please be sure to mark the condition as "Poor" when submitting your trade-in order. It is important to select the right device condition to be paid in a timely manner. readmore
Unfortunately not. If a device is not in our catalog, we won't be able to pay you for that device even if you send it to us.
If we identify a device is counterfeit, reported lost or stolen, or if you're not the rightful owner, sending us such a device violates our Terms of Service and we'll send it back to you.
It's great that you're thinking of responsibly recycling consumer electronics. Please visit to find a local recycling center. readmore
Your initial offer is valid for 30 days, so the device must be received within 30 days from your order date. Otherwise, it may be subject to a revised offer. Generally, consumer electronics continue to depreciate with time.

It's best to ship us your device as soon as you get your shipping kit so you can get paid fast! With free shipping, there's nothing holding you back between you and getting paid for your device.
We highly recommend you create an account to easily track your order. Very soon we'll be adding additional benefits for those who have created an account. Stay tuned!
Absolutely, you can log-in using Facebook, Twitter or your Google account.
To check the status of your order, please visit http://Order Status Page

Enter your Order Number and email address. Or, if you've created an account, you can simply log-in to get your order details. If you logged in using one of your social media accounts, you can do the same to check the status of your order.

We have two great options for you to choose from. You can get paid using PayPal or Virtual Mastercard® Gift Card*. Please choose your preferred method at the time of your order submission.
Getting you paid is priority at Payment is typically issued within 5 business days of receiving and processing your device. We'll keep you posted about the progress of your order via email. In some cases, if there is a mismatch on model, condition or if activation lock is enabled, such as Find my iPhone / Google Activation lock, it may take up to 8 - 10 days for the process to complete.
If you didn't receive the original shipping kit or misplaced it, please contact us at and we'll be able to provide you with a shipping label. Use your own box and be sure to pack you device very carefully.
We'd hate to see you go, but if you do decide to cancel your order before you send it in, you can cancel it from the Track an order page. Unfortunately, once an order is shipped to our facility, we are unable to cancel it.
We take this very seriously and lean towards giving the benefit to the customer. It may be because the cosmetic or functional condition of your device did not match to what was described with your original order. In the event the final offer is lower than you expected, you have the option at the time you place your order to request your device back. We will gladly ship it to you for free.
If you choose to be paid using a Virtual Mastercard® Gift Card*, you'll receive an email regarding how to retrieve your card. The Trademore Online Mastercard Gift Card* can be redeemed at internet, mail order, and telephone merchant everywhere Mastercard debit cards are accepted in the United States. Please note: this card can be used on any website that accepts Debit Mastercard. Since this is a virtual card, you won't be able to use it at a physical store (e.g. local grocery store, gas station, etc.).

Shipping your device

Nope. Shipping is absolutely free (including returns shipping).
We'll communicate with you every step of the way. You'll will get an email notification once your order is submitted, when we ship you the return kit, when we receive your device and once you get paid.
Find My iPhone must be disabled to receive your payment. You can do it by going to Settings --> iCloud --> Find my iPhone and turn it off. A window will pop up asking you to enter your Apple ID Password.

If you forgot to do this prior to shipping your device, you can log in to and log-in using your Apple ID or also known as iTunes account.
Click "Devices" at the top, and locate the device you shipped us. After a few moments, iCloud will finish updating the location on each of your devices and the device will appear as offline. Click on the device to select it, go back to the device list, and then click the "X" button to remove it from your account. Please note: Device must be powered off.
Please take a moment to remove your SIM card or SD card. If you forgot to remove it, for security reasons we will not be able to ship it back to you. Please thoroughly inspect your device before shipping it to us.

Buying a Device

Each listing includes a section that describes the cosmetic and functional condition of the item. We rate the cosmetic condition of the item as "Like New", "Excellent", "Really Good", "Good". All devices go through 30 point functional and cosmetic inspection and are Trademore certified.
Currently we're only accepting orders from the United States.
We are excited to offer free expedited 2-Day shipping via UPS
All product orders from require an in-person signature to ensure a safe and secure delivery. This means that someone needs to be available to receive the delivery. If you are not home when UPS attempts delivery, they will leave a note how to contact them to re-schedule delivery of your package
We only ship to a physical addresses within the United States. Currently we do not ship to P.O. Boxes and Military Base APO, or other military addresses.
We want you to be completely satisfied with Trademore products. We accept returns requests within 30 days from order date, as long as its the item we shipped you and in the same condition.

We will provide a prepaid return label through UPS.
Sorry, currently we are not supporting bulk transactions with Trademore.
Once an order is placed, we are working as fast as we can to ship your items to you! At this time, we do not have a way to cancel an order.
We make every effort to pack and ship your order on the same day if we receive your order by 5:00 PM EST. A tracking number will be sent to your email once your order is shipped.
Unfortunately, at this time, we do not offer replacements. Instead, we will gladly accept a return of the product you purchased as long as it is within the 30 day return policy.
Once we receive and confirm the condition of the device, we will process your refund in 5 business days to the original method of Payment.
Unfortunately, at this time, we do not offer an exchange. Instead, we will gladly accept a return of the product you purchased as long as it is within the 30 day return policy.
Each phone comes with a charger and a charging cable.
We do not provide you with a SIM card. You will have to use your existing SIM card or receive one from your carrier or service provider.
Once we receive and confirm the condition of the device, we will process your refund in 5 business days to the original method of Payment. If it has been more than 5 business day, please drop us a note at and we would be happy to look into for you.
If we receive your order by 5:00 PM EST, we will make every effort to ship your product the same day via free expedited 2-Day shipping via UPS. You will have to sign your package to accept delivery.

*Trademore Online Mastercard Gift Card is issued by MetaBank®, Member FDIC, pursuant to license by Mastercard International Incorporated. The Trademore Online Mastercard Gift Card can be redeemed at every internet, mail order, and telephone merchant everywhere Mastercard debit cards are accepted in the US. No Cash or ATM Access. Mastercard is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated.