Frequently Asked Questions

What if I cannot activate my item?

If you’re having difficulty activating your item, please try the following steps:

  1. Insert an active SIM card.
  2. Restart the phone.

If the issue persists, please contact your carrier. If they are unable to assist, reach out to us at support@re-cell.com with the following information:

  • Your order number
  • Is the item’s ICCID providing a number?
  • Is the airplane mode light blue/partial?
  • Is there a locked message when the SIM is inserted (not no signal)?
  • What did your carrier’s tech support state?
  • Who is your carrier?
  • Was the item compatible with the carrier’s online Compatibility/Bring Your Own Device Tool?

This information will help us diagnose the issue more effectively.

What is my warranty?

Please refer to the platform where you purchased the item, as each platform has its own return policies. Here’s a quick overview of our warranties on different platforms:

  • Amazon: 90 days
  • BackMarket: 30 days for returns, 1-year warranty for defects
  • Swappa: 30 days for any returns, 10% restock fee for all returns
  • Reebelo: 30 days for returns, 1-year warranty for defects
  • eBay: 30 days for returns, 90-day warranty for defects
  • Walmart: 90 days
Can I show up at your address to avoid shipping?

For the safety of our staff, we do not allow in-person transactions at this time. All transactions must be completed through mail.

How can I contact a person?

We check our support email at support@re-cell.com at least once every 24 hours, even on weekends. You can also call us at 720-507-7177. Our phone support hours are Monday-Friday, 10 AM-4 PM Mountain Time.

Can I negotiate prices?

As a small, family-owned business, we are committed to paying our employees a livable wage. Therefore, we are unable to negotiate prices at this time.

Will you send me photos of the item before I buy it?

Due to our small team size, we are unable to provide specific photos of items. However, every platform we sell on offers at least a 30-day warranty or more if you are dissatisfied with your order.

Can I unlock an item that was purchased as locked?

You are welcome to attempt to unlock items that were sold as locked. However, if an item is purchased as locked, it means we have already tried to unlock it ourselves. Items can be locked for various reasons, and we may not know why some cannot be unlocked. Therefore, we sell them as locked to a specific carrier and cannot offer compensation or assistance in unlocking them.