To return phone to AT&T, you can either mail it back or take it to an AT&T branded store, but a mail return must always start by calling 800.331.0500 within the 14-day return window. This process applies to phones purchased from an AT&T branded store, att.com, or by phone with AT&T, and ensures you get a refund or exchange if the device is in good condition.
How to return a phone to AT&T
AT&T offers two return methods: mail or in-store. For a mail return, you must first call 800.331.0500 within 14 days of purchase (or the shipping date if the item was shipped). This call initiates the return and provides you with a prepaid label. For an in-store return, you can go directly to an AT&T branded store, provided the phone was purchased from an AT&T branded store, att.com, or over the phone with AT&T. Both methods require the device to be returned within the 14-day window and in acceptable condition.
Prepare your phone for return
Before sending your phone back, you must complete these steps to protect your data and meet AT&T’s requirements:
- Turn off Find My device features and other security settings.
- Back up and transfer personal information.
- Sign out of cloud services.
- Reset the phone to factory settings and delete the eSIM, if applicable.
- Remove the physical SIM card, memory card, and any accessories.
- Remove any accessories or attachments such as cases, screen protectors, charger cables, and earphones before returning.
- Gather documentation including the original purchase receipt, warranty papers, or any other paperwork AT&T may require.
- Clean the phone thoroughly to remove fingerprints, dirt, or debris, wiping the screen, back panel, and all buttons.
Return your phone by mail
To return by mail, call 800.331.0500 within 14 days of purchase or shipping date to start the process. You will receive a prepaid return label, either in the box your new device came in or by printing one at att.com/checkmyorder and selecting Get label. Pack the phone in the box the new device came in or your own box, shipping only one device per box. You can keep power cords and accessories. Power down the phone before packaging it to prevent accidental activation during transit. Use bubble wrap or crumpled paper to create a protective cushion around the device inside the box. Label the package with the AT&T return address, your name, account number, and any required return authorization number. Drop the package off at the shipping carrier named on the label and ask for a receipt.
Return your phone in store
This option does not require calling 800.331.0500 first. Bring the phone, any accessories you wish to return, and a valid form of identification. The store representative will verify the device’s condition and complete the return or exchange.
Return deadlines and device condition
AT&T requires that new devices be returned within 14 days of purchase or shipping date. If you received a replacement device, you have 30 days to ship the old one back. The phone must be in good condition and fully functional, with no physical damage, decals, or color changes. If the device is damaged or otherwise unacceptable, AT&T will assess its value and give credit up to that amount, if applicable, but will not waive the full balance. AT&T may charge a restocking fee of up to $45 for returned devices.
Track your AT&T return
AT&T will notify you by text or email when it receives the device. Keep the drop-off receipt from the shipping carrier as proof of shipment. AT&T does not provide a separate return-tracking portal or tracking-number lookup step for phone returns; the notification is your confirmation that the return has been received.
Frequently Asked Questions
Do I need to call AT&T to return by mail?
Yes. AT&T says to call 800.331.0500 to initiate a mail return. This step is mandatory and must be done within the 14-day return window.
Can I return the phone to a store?
In-store returns do not require a phone call first.
How long do I have to return it?
AT&T documents a 14-day return period for new devices.
What happens if my phone is damaged?
The device must have no physical damage, decals, or color changes to qualify for a full refund or exchange.
Can I return a phone purchased from a third-party retailer?
Devices bought from other retailers must be returned through that retailer’s own return process.
Does AT&T offer Verizon and prepaid plan options for returns?
No. AT&T’s return policy covers only devices purchased on AT&T service. Verizon and prepaid plan options are not part of AT&T’s return process; those devices must be returned through the respective carrier or plan provider.
