Our Store Policies
Store policies are published to protect our customers, our employees, and our business. These policies are based on industry best practices, years of experience, and feedback from our customers. We strive to find fair and respectful outcomes to common and uncommon issues alike, and we strive to satisfy every customer. Please know that each term below was created with these principles in mind. We invite customers to contact a B and H Cellular with any questions, concerns or comments about our store policies.
Many of the items we sell are international devices. These devices are unlocked and free from U.S. carrier branding such as unnecessary software that slows the operating system and uses valuable storage space as well as physical branding found on the exterior of the device.
In order to provide timely delivery of our products, international devices may ship direct to the customer from overseas locations and at times are subject to customs fees that are passed to the customer without our knowledge and beyond our control. Devices are always shipped with OEM chargers and a U.S. adapter as well as English software.
NOTE: If you have questions about this policy or the origin of the item, please Contact Us.
BRANDED UNLOCKED PHONES:
Many carrier-branded devices that we sell are unlocked, as indicated in the product title, which voids any warranty that previously existed with the carrier. For this reason, there is no warranty associated with these devices. We know of instances where these items have still found success filing a warranty claim with the carrier and/or manufacturer. But, this would be uncommon and is in no way guaranteed by B and H Cellular, although we are happy to help you if this applies to your device. Contact Us to learn more.
ORDER ON REQUEST:
These items are considered a special order. Frequently, these items will be shipped from our fulfillment center directly to you to avoid any additional delay. However, please expect a delay of between one (1) and three (3) days on the arrival of these items.
Each accessory you choose will be selected to fit the device that you have ordered. If this accessory is not available for your device, you will not be charged for that particular item.
Clear coat orders adhere to a similar policy. If the clear coat product and installation are not available for the device, you will not be charged.
For shipping information related to accessories, please see the accessory shipping policy.
If you are unhappy with your purchase, you may return the unopened item within seven (7) days for a refund or credit, less a 5% restocking fee based on the list price of the item. This return policy does not apply to open box items.
If you choose to refuse delivery of your item, there will be a $25.00 refusal fee in addition to the 5% restocking fee.
After seven (7) days but before 25 days, all new or opened but unused items are subject to a restocking fee of up to 18% of the list price of the item.
After seven (7) days but before 25 days, non-defective, opened and used items are subject to a restocking fee of 18%-45% of the list price of the item based on usage, condition, accessories, and packaging.
NOTE: Restrictions and/or exclusions may apply to nontraditional customers (i.e. shopAmex). If you have questions regarding this policy please Contact Us.
If a restocking fee is assessed, it is based on the list price of the item at the time of purchase. The list price of the item is the price that was offered on the site at the time of purchase. The restock fee is not based on the price paid for the device if coupons, discounts, credits or other promotions were used in the purchase process.
Restocking Fees are not used to generate profit for our business. We use restocking fees to recover costs incurred during shipping and receiving of returned items, as well as price changes that may have occurred while the device was out of our possession and unable to be sold. If you have questions regarding this policy please Contact Us.
A defective item may be returned for repair within 25 days of the purchase date.
If a repair is not possible, we will offer a refurbished replacement under the 25-day return policy. If this option is not available, you will be entitled to store credit equal to the value of the purchase price that may be used during a future purchase.
If you would prefer a refund instead of a store credit, you may be eligible for a full refund, less shipping charges.
The return/exchange process typically takes between eight (8) and ten (10) days to complete.
Manufacturer Warranty Information
Every non-carrier branded device comes with a one-year warranty from the manufacturer in the country of origin. After 25 days, our return/exchange policy expires and we recommend you contact the manufacturer for repair or for replacement/exchange if your device qualifies.
If you prefer, you may send the item to B and H Cellular and we will pass the device along to the manufacturer.This typically delays the warranty process by 7-14 days, and you will be charged for the shipping costs incurred to and from the manufacturer.
An original invoice from b and H Cellular is required to have your item repaired or exchanged through the manufacturer's warranty.
For questions and guidance dealing with defective items, please Contact Us and let a qualified B and H Cellular Professional assist you.
To cancel your order, please fill out this form. We do this so we can confirm the identity of the person cancelling your order. Cancellations are processed in the order in which they were received. Orders can not be cancelled via phone or email. This form is required.
Please note that you cannot cancel your order once it has been processed. Processing begins 7AM PST each day. You can return the device or refuse delivery of the device. Both of these events are outlined in our Return Policy. If you have any questions please feel free to reach out to a B and H Cellular professional.
CREDIT CARD POLICY
CREDIT CARD CHARGES:
For the majority of items and all items held in stock, your card will not be charged until the order is shipped. When your order is placed, your card is authorized for the full amount of the order.
If an order is placed for a backordered item, pre-ordered item or order on request item, your card is charged when we arrange procurement of the item from our supplier. This is usually one (1) or two (2) days prior to the order being shipped to you.
Cancelled orders that have not been charged will see the authorization on the card for up to seven (7) business days after cancellation, even though no charge has been made. You may contact your bank for more information regarding authorizations.
If you order an item from B and H Cellular, and within seven (7) days of placing your order the identical item appears on our site available at a lower price, we will offer you the difference between your purchase price and the new price as store credit on your next purchase of $299 or more.
You may also choose to be refunded for the difference. In this case, we will return 50% of the price difference to you via the method of payment used in the purchase.
Price Guarantee offer does not apply to items during pre-order, orders using coupon codes, new releases within 30 days of launch, or limited term special offers which include 'Black Friday', 'Cyber Monday', and other seasonal promotions. (Updated 10/2012, 4/2013)
The minimum price move necessary to qualify for Price Guarantee offer is $25.01 USD. (Updated 10/2012)
Price Guarantee eligibility expires seven (7) days after original purchase date.
Identical item must be exact match of make, model, sku, UPC and link to be eligible for Price Guarantee offer.
While we do our best to provide the most accurate information, over 10,000 items may be listed on the B and H Cellular website at times. Although infrequent, errors may occur in item descriptions and prices. We recommend you contact the item's manufacture or visit their site to verify the item's information is correct and, if you suspect an item may be incorrectly priced on the site, we invite you to notify a B and H Cellular professional.
If B and H Cellular discovers an item listed improperly on the site, we reserve the right to make the correction and notify you before the order is processed.
If an item is offered at an incorrect price, we will contact the customer to offer the opportunity to cancel the order or maintain the order with the adjusted price equal toB and H Cellular cost in an effort to make the best of the unfortunate situation.
For pricing errors related specifically to shipping charges, please see the shipping price error policy.
Please Contact Us for more information. We invite our customers and shoppers to communicate with our B and H Cellular professionals in the event of a mistake or error on the website.
Prior to shipping, we open each device that arrives to our warehouse. In some instances this requires us to break the factory/security seal. We do this to ensure that each package contains every accessory and component that should be included. We inventory each and every item from the USB cable to the seal on the plastic that houses the battery. From our experience, we have found that customers generally appreciate this extra service and we sincerely apologize to everyone that does not. There is simply no other way to ensure your complete satisfaction.
If you have any questions regarding these policies, visit the Contact Us Page, or we invite you to call during our business hours to speak with a B and H Cellular.
B and H Cellular requires a signature on all packages shipped domestically with a value over $100. This is required by our credit card processing partner and our insurance company.
If you wish to have a signature release on your package, we require additional order verification information.
Occasionally items ship directly from our suppliers located in various countries around the world. Items from international suppliers will be shipped 2nd Day Air.
If you choose Overnight, you will only be charged the rate for 2nd Day Air. If you choose Ground or Third Day, you receive a FREE SHIPPING UPGRADE to 2nd Day Air.
In the event that you can only receive packages via USPS, we will have the item shipped from our international supplier to our warehouse and promptly re-ship this package to you via USPS at no extra charge. Please expect a delay of two (2) days for this process.
We ship to over 115 countries worldwide. Simply order online and choose the desired shipping method.
Overnight and 2nd Day Air are available to most locations.
For FedEx shipments delivered outside the U.S., customers will be responsible for the Customs, Duties and Taxes incurred by the importation of the shipment. These are historically minimal charges. Please Contact Us for more information or to ask about our experience shipping to a specific destination.
We suggest 'Pay with Amazon' for international customers because of their global capabilities.
If your country is not eligible for 'Pay with Amazon', we may provide alternate means of accepting your payment. This could be a digital invoice through one of our other payment processors or other accepted method. You can request this service by Contacting Us and speaking to a
B and H Cellular.
SHIPPING PRICE ERROR:
In the unlikely event that a shipping method has been chosen which offered an incorrect price due to a website error, we will email you immediately upon learning of the error to request the remaining balance so that we may ship your device via the method you chose.
If we are unable to reach you, we will ship the product using the best available method for the price you paid and not the method chosen.
In this unfortunate situation, we make every effort to upgrade the order to the next fastest shipping method free of charge.
If you place an order for a device and accessory and choose a shipping method other than Ground, we make every attempt to ship the device and accessory together.
If we do not have the appropriate accessory in stock in the same location as the device, we will ship your device via the method of shipping you chose for the order and ship your accessory through FedEx's Ground/Economy method at no additional charge. This occurs because of our diverse supplier network which we use to offer items at the lowest possible price, although it can occasionally result in your accessory not arriving at the same time as your device.
If after ten (10) days you have not received your Clear Coat Kit or other accessory, please Contact Us so that we can arrange a solution.
If you have any questions regarding this policy please Contact Us and speak to a
B and H Cellular.
B and H Cellular reserves the right to refuse any return. Certain conditions apply; please email for details.
B and H Cellular reserves the right to decline any order.
Please Contact Us for more information. We invite our customers and shoppers to communicate with our B and H Cellular in the event of a mistake or error on the website.