Terms & Conditions

Terms & Conditions
We appreciate your business and thank you for shopping local!

Return/Exchange Policy
Returns or Exchanges are permitted within 14 days (date of purchase is day one of 14 days) excluding Apple iPads, Apple Watches, open box devices, PrePaid phones and certain accessories. iPads, Apple Watches, Prepaid and open box device sales are final and not eligible for exchange or refund. All earpiece, headset, screen protector and clearance accessory purchases are final and are not eligible for exchange or refund unless defective, in which case, the defective product will be exchanged for the same or similar product at Phone & Wireless’ sole discretion.

Refunds are issued in the original payment type. Refunds on check purchases less than 14 days old and in excess of $50 are issued by check from our corporate office, which may take up to 3 weeks to process.

The original customer receipt is required for all returns/exchanges. All returns/exchanges must be in like-new condition, in their ORIGINAL packaging with UPC code and serial numbers intact (including box, exterior packaging sleeve, device, charger, headset, battery, user manual and any other components). If you attempt to return your merchandise outside of the 14-day period, you will not receive a refund/exchange.

A restocking fee of $30 for Basic Phones, $50 for Smartphones and Internet Devices and $5 for accessories applies to any return or exchange. You are permitted to make one exchange.

The in-store return or exchange of defective devices must be done within 14 days. After this period, they must be handled directly with Warranty Replacement: #866-406-5154 OR Apple Customer Service #800-MY-IPHONE (#800-694-7466).

Returning your merchandise does not automatically terminate your service with Verizon Wireless. In order to cancel your service, you MUST contact Verizon Wireless customer service at the phone number on your contract. If you cancel your service prior to the expiration of your minimum term, you may be responsible for an early termination fee or outstanding equipment financing payments, payable to Verizon Wireless. For information regarding your commitment with Verizon Wireless, please refer to your Verizon Wireless Customer Agreement and/or Equipment Financing Agreement.

All personal data should be removed from any returned or exchanged product. Phone & Wireless is not responsible for any personal data in a returned or exchanged product. Phone & Wireless reserves the right to request identification and to deny any return.

Apple iPad & Watch Returns/Exchanges
Phone & Wireless will not accept any Apple iPads OR Apple Watches for return/exchange, regardless of condition. In the event you believe the product is non-functioning after purchase, contact AppleCare at #800-APL-CARE (#800-275-2273).

Sales Tax on Wireless Devices
Pursuant to California State Tax Law, Phone & Wireless collects sales tax on the full retail value of any handset sold, regardless of any lower retail price customer may be offered in conjunction with a contract for service. For more information visit the California State Board of Equalization website.

Device Trade-Ins for Store Credit
All device trade-ins for store credit must be cleared of personal data, passwords and Find my iPhone (or similar) while customer is present in store. Trade-in quotes are good at the time of quote only.

Promotional Device Trade-Ins
The customer is fully responsible for the shipping of any promotional device trade-ins, as well as that device’s condition and factory reset (including disabling Find my iPhone) prior to shipping. Phone & Wireless will not ship a device on behalf of the customer, and is not responsible for evaluating the condition of that device for the purpose of promotional trade-in value.Trade-in values may be subject to adjustment if the final device inspection shows a damaged or non-working condition.

Device Insurance
Deductibles apply to any and all claims filed for damaged, lost or stolen devices, as outlined in the insurance carrier’s agreement. All third party insurance carriers have their own set of terms and conditions, which are available upon request. Phone & Wireless is not responsible for lapsed coverage due to non-payment or non-renewal.

Digital Rebates
The redemption of digital rebates is the responsibility of the customer, and must be submitted online within 30 days of purchase. Digital rebate submittal requires the correct promotion code, as well as uploads of the sales receipt, Verizon contract and original packaging bar code labels. For more information: www.vzw.com/digitalrebatecenter.

Early Termination Policy
Customer agrees to keep uninterrupted service as indicated by their Verizon Wireless agreement. If service is disconnected during the first 180 days for any reason, Phone & Wireless may charge customer credit card an early cancellation fee, up to the full retail value of the device.

...Good customer support.

- Curt C.

...The service was excellent.

- Edward L.

...The representative, Lyndsey, took a lot of time with us, and really helped us make good decisions all through the process…she explained everything very clearly, and we never felt rushed.

- Mary H.

...Very knowledgeable and patient. Jim is the best.

- Richard C.

...No improvement needed. Service and knowledge was excellent.

- Joanne T.

...Answered all questions, pleasant attitude from agent, just very efficient.

- Rose P.

...The representative was very patient and took the time to explain everything. Even told me to come back if I had any more questions. I definitely will go back, if necessary. She was excellent!

- Ed E.

...Friendly and efficient. Got us set up with 2 new phones and service is less than 45 minutes. She was also very good about greeting other customers when they came in.

- Katherine T.

...I bought another cell phone for our daughter and Lyndsey told me about Verizon home phone service. I went in to get that plan set up and they were both very nice and helpful. Both very pleasant, knowledgeable and willing to answer all my "non-tech" questions.

- Nancy B.

...Lyndsey and her co-worker in training at the Los Osos, CA store were excellent. Young, vibrant and knowledgeable about all of the Verizon products we had questions about.

- Clifford H.

...Lyndsey was very helpful, efficient and knowledgeable about the phone. She and the other employee work well together for a flawless transition to a new phone. A very pleasant experience.

- Michael H.

...The rep was fast and efficient.

- Les S.

...We received excellent help from our rep. He answered our questions directly and was very informative.

- Peder L.

...Excellent customer service from store salesman.

- Karen P.

...Always great service!

- Claudia W.

...Your sales associates are very knowledgeable, and can help with any questions that we may have.

- Mark M.

...They went out of their way to help us.

- Judith A.

...He steered me toward a cheaper plan that I did not know about.

- Pamela B.

...I needed a new smart phone and didn't know which to get. The sales girl was really helpful in going through all the phones that had what I was looking for, plus others. She is professional and a credit to the store and Verizon Wireless. Thank you.

- Catherine D.

...We changed our decision about the phones and the change was a little stressful, but the representative was able to help us a lot and we were very happy.

- Kathryn P.

...He was awesome. Knowledgeable and friendly.

- Julia C.

...Rep was very patient, answered all of my questions and concerns - very professional and helpful. I'm very happy with the best service I've ever encountered.

- Noe H.

...You have awesome staff - really appreciated their knowledge and level of expertise in helping me to make a good decision with my plan.

- Laura G.

...Everyone was very helpful, and I love my new phone!

- Marsha S.

...I could just tell that he was experienced and knew all the answers to all my questions.

- Sally H.

...Your staff was very helpful and knowledgeable about your products and services! I would highly recommend Verizon as a result of my experience and your excellent employees.

- Kathy C.

...My experience with Verizon was very positive and I received excellent customer service.

- Carrie A.

...Always happy with service from verizon. Representative was extremely patient and friendly. Did not make me feel stupid which is important to us older customers with limited technology knowledge. Thank you.

- Krista W.