How can I check the status of my order?
A You can sign up and log into “My Account” on our site with the user name and password that you created while placing your order. There you will be able to view the current status of your order. You can email us at customersupport@cellhub.com.

What happens if you need more information to process my order?
We will send you frequent email updates of your order status. If we need more information from you to process your order, we will reach out to you via phone, email and/or text (if you have opted for text alerts).

What initial step does my order go through once I have placed it?
If you have placed an order for a phone with a service plan, the first step is a credit check. We will send you an email with the result; if you are approved for the offer, your order will then go for verification (if you are not approved for the offer then we will email you some alternate offers that may be available). All orders, with or without a plan, go through a verification process.

When I placed my order, certain optional features were required. Can I remove these features?
Depending on the phone you have selected, certain features are required by T-Mobile. These features are part of your contact and cannot be removed. One example of this would be when purchasing a BlackBerry, you would be required to take either BlackBerry Unlimited Web or BlackBerry Unlimited w/Enterprise E-mail.

Can I make changes to my order after it's been submitted?
Yes, you can make changes to your order. Since we try to process each order as quickly as possible, it depends on the status of your order (i.e., if it’s already out for verification, activation or shipping). If the order hasn’t gone through the activation process, we might be able to make changes to it. Since each order goes through a verification process, if any changes are made to an order at any stage after verification, we must put that order through the verification process again. This can delay your order and may increase the processing time.

How do I know that my order was submitted?
Once you place your order you will receive an order number on the next screen and an email with your order number will be sent to you within a few minutes. If you do not receive either, that means your order was not successfully placed.

How can I get my shipping information for my order?
You will receive a tracking number for your order in your email once it has been shipped. You can also log onto your account to get the tracking information.

How long does it take to process my order once it is placed?
If you place your order before noon (12 P.M. EST), then the order is processed and shipped the same day (Monday – Friday only), subject to credit & verification approval. If you place your order after noon (12 P.M. EST), then your order will be shipped on the next business day, subject to credit & verification approval.

How do I cancel an order I placed online?
You can cancel your order by calling our customer service department. You may be liable to pay termination or restocking fees (if the line has been activated). Please read our Return and Exchange policy for further information.

If I'm not happy with the phone I purchased online, how do I return or exchange it?
To return or exchange your phone you will need to call our customer service department. If you choose to return your phone within the trial period (14 days from the date of activation), you might be liable for restocking and/or termination fees. Please read our Return and Exchange policy for further information.
If you choose to exchange your phone due to a manufacturing defect, you can do so within the first 14 days from the date your line was activated. After 14 days you will be required to call T-Mobile customer service, as all phones are under a one year warranty by T-mobile and they will process your exchange.
If you choose to exchange your phone for another model, you can do so within the trial period (14 days from the date of activation). You might be liable for restocking fees and any price difference between the phones.

What is your return/cancellation policy?
You can cancel your order anytime, if it is cancelled before activation there is no charge. If you cancel your order after activation, but within the 14 day trial period from the time of activation, you will be charged a restocking fee of $25 plus shipping charges. You will also be charged for any items found missing in the box or any damage made to the instrument.
If you cancel your order after the 14 day trial period and before 121 days have passed since activation, Cell Hub will charge you early termination fees of $300 per line or up to the retail value of the phone, whichever is higher.

When will I receive the refund for the order I returned?
You will receive the refund within 5 business days of the receipt of your return product.

What should I do if my phone is defective and I am still within the 14-day trial period?
You can call our customer care department and request an exchange. Please read our Exchange Policy for more information. After the 14-day trial period you would need to contact T-Mobile for an exchange, as all phones are covered by a one year manufacturer’s warranty.

What should I do if I received the wrong equipment, plan or optional features on my order?
We send emails every step of the way to let you know what phone, plan and optional features you have made on your order. Be sure to review these emails thoroughly to ensure that we have the correct information. You are responsible to catch any errors on your order before it is shipped. If your line has been activated with a wrong plan or optional features, you can call our customer service department and we will try our best to fix them for you. If you have received a wrong phone, please read our exchange policy to find out how you can request an exchange.

Can I change my cell phone plan?
You can upgrade your plan before the 1st billing cycle by contacting our customer service; after the first billing cycle you can upgrade your plan by calling T-Mobile customer service. You do not have the option to downgrade your plan or remove optional features within the first 121 days after activation. You will be charged $300 or up to the retail value of the phone, whichever is higher, by Cell Hub for any plan downgrades or feature removals made within the first 121 days after activation. If you have crossed 121 days of continuous service from your date of activation, then you can either upgrade or downgrade your plan by calling T-Mobile customer care.

What do I do if my phone is lost or stolen?
If you lose your cell phone you should immediately call T-Mobile customer care to have your line suspended to avoid any misuse of your line. If you have insured your phone, then you will have to call the insurance company to report the loss and ask for a replacement phone. If you do not have insurance then you will have to buy a new phone and SIM card. If you do not reactivate your line within the time frame as per T-Mobile’s guidelines, then you are liable to pay both Cell hub and T-Mobile for early termination charges.

Can I return or exchange my phone if I do not like it?
You will have 14 days to exchange or return your phone from the date your phone was activated. If you return or exchange your phone you will be charged a $25 restocking fee and additional charges if there are any items missing /damaged. You will also be responsible for shipping costs and any price difference between the phones. Please read our Return and Exchange policy for more details.

What do I do if I want to return my upgraded phone?
You have 14 days to return your upgraded phone from the date your upgrade was processed. You will be charged a $25 restocking fee. Please read our Return policy for more details. In addition, you will lose your upgrade eligibility, as once utilized it will not be restored.

How do I change my payment information or payment method after the order has been placed?
You can contact our customer service department to make any changes to your order. But this will delay your order as the order would have to go through the verification process again after any changes made.

What credit and debit cards do you accept?
We accept most major credit cards like Visa, MasterCard, American Express and Discover.

Why do I need a credit card if my phone is free?
You need to give us the credit card details even if the phone is free since our verification team requires this information to authenticate your identity. We also need your credit card on file to cover any charges that may come up in the future due to cancellations, exchanges, termination fees, etc.

If my package is damaged during shipping how will I be reimbursed or will I get an exchange?
All products go through quality control before leaving our warehouse to ensure that no damaged goods are shipped to you. However, if you receive merchandise in a box that appears to have been damaged during transit, please do not accept the package from the shipping company. Call our customer service department to let us know of the situation, so that we can ship you a replacement product as soon as we receive the damaged product back.
If the shipping company left a damaged product for you, please inform our customer service department within 24 hours from the time you received the package. Customer service might require you to email a picture of the damaged products for verification purposes and to process a claim with the shipping company.

Do I get free shipping on my order?
We run different promotions at times, but mostly phone orders with a 2 year contract or upgrade are eligible for free 2nd day shipping. However, promotions might change from time to time.

What shipping options are available?
Ground shipping – $5.99; 2nd day shipping - $9.99; Overnight shipping - $19.99 and Saturday Delivery - $24.99.

Do I receive any email or tracking number for my shipment?
Yes, we will send you an e-mail containing a tracking number once it has been generated for your order so that you can track your shipment.

Do you have deliveries on weekend and holidays?
Yes, Saturday and Holiday deliveries are available at special rates, as long as supported by the shipping carrier.

Can I receive my shipment at an address other than my billing address?
Yes, we can ship your order to a different address but all orders are subject to verification approval to prevent fraud. If you are getting your order shipped to your work address, please provide your company name and number on the order form. If you are getting your order shipped to any other address, it might take us longer to verify your order, or even reject your order if we are unable to verify your information. All these precautions are taken to protect your identity and prevent fraud.

Can I authorize someone else to sign for my order on my behalf with an authorization letter and an ID?
Anyone can sign for your order when the shipment comes to your shipping address. But if you are going to the shipping carrier’s office to pick it up, they might require the primary customer to go to their office with their photo ID.

What are your verification processes?
Each order goes through a verification process, where we ensure that the information provided to us is accurate using various verification tools. We also verify with the help of credit bureau and credit card databases. If we find any information to be inaccurate then we will try to reach you and this may delay your order processing. If the information provided on the order does match, then we will process and ship the order. CellHub.com is not responsible or liable in any way for the placing, processing, or shipping of an order which has been placed with your information provided by a third party, with or without your consent. As per our policy it is your responsibility to keep customer information secured and confidential.

What details need to be furnished to verify my identity?
You will have to provide us with your SSN, address, phone number, credit card details and an acceptable state or government issued ID. In some cases, our verification team may need more information to verify your identity.

Is my information shared with any third party or your affiliates for marketing or promotion purposes?
We do not provide any kind of information to any third party. We might send you a few follow up emails to check your experience with our company or to remind you when you are eligible for an upgrade, or to make you aware of any new sales or promotions that we think might be of interest to you.

How secure is my information?
We use software which helps us secure your information by encrypting it. You should never share your password with anyone, and also log off of your system once you’re done with your transaction. We may disclose any personal information to any government agencies or law abiding enforcement agencies in case of any serious inquiries.

What are your security options?
We use a variety of physical, electronic, and procedural safeguards to protect personal information from unauthorized access, use, or disclosure while it is under our control. For instance, when you provide sensitive information (such as credit card numbers) to our Web sites, we use transmission encryption technologies like Secure Socket Layer (SSL). Although we cannot guarantee that loss, misuse, or alteration of your personal information will not occur, we strive to prevent such occurrences.

Our practices and procedures are designed to limit personal information access to those CellHub employees and agents with a legitimate need to access such information. CellHub employees are bound by confidentiality obligations and our Code of Conduct, which obligate them to protect the confidentiality of our customers’ personal information. Violations subject employees to disciplinary action, up to and including termination.

We retain personal information for as long as we have a business need or as applicable laws, regulations, or government orders require. When we dispose of personal information, we use reasonable procedures to erase or render it unreadable (for example, shredding documents and wiping electronic media). We will make reasonable attempts to notify you if we determine that a security breach involving your personal information has occurred and creates a risk of identity theft or service disruption, or as otherwise required by law.

Do you use/enable or clear cookies?
Yes, we do in order to make sure you are able to view your shopping history. It helps to tell the server that you have returned back to the same page, thereby helping you save time. This also helps us keep those details that are most often used by customers, and not keep any unwanted information.

Do you monitor calls and emails sent to your staff to ensure privacy?
Yes, we monitor all the data and information shared between the customer and our associate, but the same is monitored by the floor manager. He/She has access to your secure information such as SSN or credit card as they are authorized by the company. We record and monitor the calls received and made to track the information communicated between them.

If I port my number to my new phone, will I be without service until it arrives?
As a general practice, we post date your porting requirement to ensure that you receive your new phone before your old one is disconnected. In select cases we may provide you with a temporary number (Final decision is solely at the discretion of the company). CellHub.com is not responsible or liable if your old phone is disconnected before you receive your new one, due to any reason, including but not limited to errors and delay done by the shipping company.

How long does it take to port my number?
It takes a few hours to port your number from your old carrier to your new one, once the port request is submitted.

Is there any charge involved with porting my number?
There is no charge associated with porting your number. However, since porting will cancel your service with your old provider in order to start service with a new provider, you may be charged an early termination fee from your old provider once the line is cancelled.

Will I have to change other numbers connected with my old service provider when I transfer my number?
No, you don't need to make any changes to your old phone number with the service provider. However, if the number that you are porting out is part of family plan, then you would have to call your old service provider to check if/how this would affect your monthly bill.

What kind of information do you need to port my number?
We need basic information such as your phone number, carrier number, account number, what type of phone number (wireless/landline), name on account and password on account if there is any.

How does my mail in rebate work?
When you activate your account you will need to send us the receipt with all the required documents. Once received, it takes five to ten business days to send you back the rebate.

Is my deposit refundable?
Yes, you can receive your refund provided you have completed the terms and conditions as mentioned in the contract.

When does my billing credit reflect?
It will be shown in your next month bill.

Do you have any loyalty points which can get credited towards my billing credit?
Unfortunately, we do not have any such policies for the same but yes we do give free upgrade or phones at discounted prices.

If I lose my receipt for mail in rebate/box or billing credit, how can I track it?
You can either mail us or contact our customer care department. You will have to fill in an application for the same.

How long does it take to process my refund and what is the procedure?
Once we receive your application form, it will take up to 30 days to process.

If my balance does not expire before the due date, is it forfeited or does it carry over?
Your balance will get carried forward provided you have any balance on it.

What if my card is lost or stolen?
Once your card is lost or stolen you would have to contact the customer care at the earliest to ensure it is not misused. You will have to purchase a new SIM card to ensure that your balance is carried forward. You will have to purchase the card within 45 days since your card was lost or else your account will get deactivated.

What are the various features you carry?
The prepaid features are T-zones®, Long distance call anywhere in the United States, SMS (Charges applicable wherever necessary) International dialing, Call hold, Call wait.

How much do I have to pay for handset coverage?
The charges would differ from instrument to instrument. It is dependent on the instrument make.

What is web2go and how easy it is to add those features?
The term means that you have access to Internet. It helps in web browsing.

What are the charges for data plan and on what kind of phones can they be used?
The charges are $30.00 for smart phones and $10 for “phone-first” devices.

What are the different types of activations?
The different kinds of activations are postpaid, prepaid, and flex pay.

Is there an activation fee?
Yes, you will be charged $35 by T-Mobile on your first month bill when you activate the line.

What are the different kinds of add-a-line?
With a family plan of limited minutes there is only one kind of add-a-line where your minutes are shared along with the text messages of your family plan.
With an unlimited family plan you have 2 types of add-a-line. The first comes with 200 minutes and allows you to share text messaging with family plan, and the second one comes with unlimited minutes and SMS sharing with family plan.

Why is there a difference between phone prices when activating either a new, upgrade or add a line?
The reason is that there are differences in dealer compensations and various discounts for different categories of activation.

What does recycle rebate mean?
Recycle Rebate is a service that allows you to receive a rebate in exchange for a phone that you are no longer using.

How do you calculate the phone price?
The amount offered differs from the phone to phone, and is based on factors such as manufacturer, phone model, etc.

Which website do I have to visit to recycle my phone?
You can click on our website and follow the instructions from there. You may also be eligible either for a discount or you may be paid for the same depending on the condition of the phone.

How do I get paid for the same?
You may receive a check for recycling your phone. You may also be eligible for a credit towards your bill or the next instrument you buy.

I don't have everything that came along with the device, is it still recyclable?
Yes, it is still recyclable. There are no strings attached that you should have all the parts that came with it when you bought the new instrument.

Do you have any limit to items I can recycle?
No, you can send us as many instruments as you have. The purpose behind recycling is that we are helping the environment.

If I’m not satisfied with your price, do I still have to send my item?
No, there is no obligation to send us the instrument if you are not happy with the quotes provided. We get the instruments inspected by our technicians and then quote the prices.

Where should I ship my item and how do I print the shipping label?
Once you are satisfied with the pricing and terms, we send you a label which you can print and use to send the instrument at no extra charge.

What is the difference between Classic and Even More Plus plans?

Classic	Even More Plus
This is contract based.	No contract.
Customers get the phone at discounted prices.	Customers do not get the phone at discounted prices.
In this plan, rates and plans are offered at most competitive prices.	This has discounted monthly plan.
Customers of this plan are eligible for upgrades.	Customers of this plan are not eligible for upgrades.

Can I shift from Classic to Even More Plus or vice versa?
You can never shift from Even More Plus to Classic, but you can shift from Even More to Even More Plus, provided you do so within the first 120 days of activation. However, you will be charged a termination fee by Cell Hub if you switch from Even More to Even More Plus.

Am I eligible to shift from a non-contract based plan to a contract based?
Once you have taken a non-contract based plan (Even More Plus) you cannot change that number to a contract based plan (Classic).

Is there a fee involved for changing my contract type?
You can be charged a migration fee when switching from Classic to Even More Plus.

Why is there higher monthly plan pricing for Classic Plans even though I`m locked in for a contract?
You are paying a bit more in Classic Plan as you are getting a better deal towards your phone, and you will be eligible for the same discount every 2 years when you upgrade your plan. On the other hand with Even More Plus, you get a lower monthly plan, but you will have to pay full retail price when you purchase the phone initially and you will not be eligible for an upgrade discount.

What are the different kinds of accessory packing you have?
We have three types of packing:
OEM – These accessories are made by the manufacturer for phones manufactured by them (Ex: Accessories made by Motorola for Motorola phones).
T-Mobile branded – These accessories are made by a different accessory manufacturer exclusively for T-Mobile. Products are packed in T-Mobile authorized packing.
Generic packaging - These are products made by different accessory manufacturer and packed in their own packaging.

Why is there a difference in pricing?
It’s based on what type of product it is and what quality of product it is.

How different are they from each other?
Based on functionality they are all the same, but performance and lifecycle may differ from product to product.

Do I have to pay any deposit? Is it refundable?
You may have to pay a deposit subject to credit approval. Deposits are held by the carrier and returned by the carrier after 12 consecutive on-time payments, or cancellation of your line, whichever comes first.

What plans are available if I am approved with a deposit requirement?
If you are approved with a deposit requirement, you are still eligible for all Postpaid Individual and Family Plans. You do not have to select a new plan if you are approved with a deposit.

What changes will apply if I am approved with a deposit requirement?
In addition to an upfront deposit per line, the following changes will apply:

• The price for your selected device may change
• A limit of one (1) Mobile Broadband line
• Restrictions on International Roaming

What kind of restrictions on International Roaming?
International Roaming would not be available at the time of activation. You would be able to add International Roaming after six (6) months of good payment history and must be enrolled in EasyPay.

How many lines would I be approved for with a deposit?
You would be eligible for 2 Voice lines and 1 Mobile Broadband line. Up to 3 additional Voice lines can be added (for a total of 5 Voice lines), however, those lines may be subject to a higher deposit amount per line.

Is my deposit adjustable towards my bill?
Yes it is adjustable if that is your last bill or if you have completed the deposit period as described in the terms and conditions.

How do I get refund if I make a payment that is more than my current amount due?
If you make a payment more than your bill then it will be featured as a billing credit on your next month’s bill. The refund balance can be sent to you as a check or if you are deactivating your services then it can be adjusted and balance refunded.

If my refund due date has passed and I still have not received my deposit back, what should I do?
You can contact T-Mobile customer care to request for your security deposit.

There are several things that can affect the price of your phone:

Your credit class as determined by T-Mobile.
Each phone's pricing will vary as per the credit history of the customer. If the credit history is below a certain level internally defined by T-Mobile, you will be asked for a deposit and in some cases the price of the phone may also increase. There are generally 3 different credit classes that T-Mobile assigns to the customer: Postpaid Approved with 2 year contract, Deposit Required with 2 year contract, and EvenMore Plus Approved with no contract. Each credit class has a different pricing.

The type of order you are placing.
For example, buying the phone only (with no contract or upgrade) will generally be the most expensive, followed by upgrades, and then new line activations, etc.

The type of plan you are selecting.
For example, choosing an individual or family plan will result in a lower price than choosing a $5 Add-a-line, etc.

Your selection of optional features.
Choosing an Unlimited Data Plan, for example, will result in a significant price reduction. This feature, however, is considered a part of your contract, and it is expected / required that you will keep this feature for two years. If you choose to remove this feature, the cost of the phone will increase by $150 or more.