FAQs

• Why did I receive a follow–up email indicating my device has not been received?

  From the date of shipping, your device(s) can take up to 2 weeks to be received and processed. As part of our routine procedures, we send a courtesy reminder if we have not received your device(s) within 21 days. If you already shipped your device(s) with the prepaid shipping label provided with your Sprint Buyback Offer Confirmation Email and your tracking number shows that your package has been delivered, please disregard the reminder. You will receive an email notification once we have processed your device(s).

  Please note, if you shipped your device(s) with your own label or a UPS Return kit, contact Sprint Buyback Support at 1–877–443–4464 for further assistance.

• I added a promo code to my Sprint Buyback transaction, but did not receive the full credit amount indicated on my Sprint Buyback Offer Confirmation email. Why?

  There are several reasons you might not have received the full credit amount:

  • The promotion requirements were not met.
  • The device(s) were not mailed/processed within the 45–day window.
  • The device model received did not match the expected model that was quoted.

  Visit Check Buyback Status in the Support section for details associated with your transaction.

• I shipped multiple devices in one package, but received an email indicating a partial number of devices was received. Where are my other devices?

  Even though you shipped your devices in a single package, we process devices individually. We are likely still processing the other devices. You will receive an email notification once your remaining device(s) has been processed.

• How does the Sprint Buyback Program work?

  The Sprint Buyback Program allows you to sell back your used wireless devices online or at a Sprint retail location. Online transactions provide an account credit within three billing cycles of Sprint´s receipt of your device(s). Retail transactions provide either an instant credit toward the purchase of a new phone or accessories at the point of sale or an account credit.

• Why is the Contract Buyout site not accepting my device serial number?

  Retail Transactions

  Please allow 2 business days before attempting to register your Contract Buyout; or, contact the Sprint retail location directly for further assistance.

  Online Transactions

  Have you received your Sprint Buyback Device Received email yet?

  • Yes: Allow 2 business days before attempting to register for Buyout
  • No: Allow time to receive the email, which will include the proper device serial number.

  Please note, if you shipped your device(s) with your own shipping label or a UPS Return kit, contact the Sprint Buyback Support team at 1–877–443–4464 for further assistance.

• I participated in the Contract Buyout promotion. How do I send in my device(s)?

  Retail Transactions

  A retail representative will assist you with contract buyout and will collect your device.

  Online Transactions

  1. Create a Sprint Buyback transaction at www.sprint.com/buyback. Complete all of the indicated steps for a Sprint Buyback Transaction.
  2. Once your device(s) is processed, an email notification with your device´s serial number will be sent to you. Please note, it can take up to 2 weeks for your device(s) to be received and processed.

  Once you receive your Sprint Buyback Device Received email, visit the Contract Buyout Registration site to complete your transaction.

• I did not receive Shipping instructions or Shipping material to mail my device to the Sprint Buyback Program, how do I return my device(s)?

  After you complete your Sprint Buyback transaction online, you will receive a Sprint Buyback Offer Confirmation email with a prepaid shipping label and packaging and shipping instructions attached. Please note, the Sprint Buyback Program does not provide packaging or Return kits.

• I returned my device for account credit at a Sprint retail location, but have not received an update on the status. How can I determine the status?

  You must contact the Sprint retail location you visited directly for an update on your Sprint Buyback credit. The online Sprint Buyback Program is unable to track in–store transactions.

• How long do I have to return my device(s)?

  We include a “ship on or before” date on your prepaid shipping label. We strongly recommend you ship your device(s) within 15 days of creating your Sprint Buyback transaction in order to ensure your device(s) is received and processed with the allotted 45–day window. Please note, device(s) received after 45 days are subject to a change in value.

• What is the status of my Contract Buyout?

  To easily get information on your Contract Buyout status, please visit:
  https://promo.sprint.com/Disposition/CheckStatus
  You may also contact Sprint Care at 1–888–211–4727