Question 1

When will my order be delivered?

Accepted Answer

The delivery time of the package depends on what time of day the order was processed, the shipping option you selected, and if a complete & correct shipping address was entered.

If you chose USPS First-Class Mail, then you can expect delivery to take 4 to 10 transit days. Normally it takes just 3 to 5 transit days, but it can take up to 10.
If you chose USPS Priority Mail, then you can expect delivery to take up to 3 transit days.
If you chose FedEx Standard Overnight, then you can expect delivery to take 2 transit days. For example, if you place the order on Monday, you should receive it on Wednesday.

Please note that the day when the order was placed is not considered a transit day.

Where applicable, you MUST include your Apt Number, Suite Number, or Unit Number in the shipping address you provide.
Otherwise, your package may be severely delayed or may not be delivered at all.

With any delivery option, further delays may occur due to such things as national holidays, weather conditions, your location, transportation issues, or shopping holiday backlogs (Black Friday, Cyber Monday, Christmas, etc).
If you still did not receive your package 2 days after the latest timeframes outlined above, then please email our support team with the order number so we can provide a solution.
Once the order status shows "Successful" or "Shipped", you can then track the delivery progress from your Dashboard.
Click on the tracking code provided to get the latest USPS/FedEx delivery status. USPS/FedEx may also add some important information there which may affect the delivery time so ensure you read that also.

Your billing cycle only starts from the time you receive & activate the package in your online account.

Also see Why does my order say "Preparing Your Package"? and Why is my order status "pending"?.

Question 2

Why does my order say "Preparing Your Package"?

Accepted Answer

If the order status says "Preparing Your Package" then it means that the package is being finalized and will soon be on its way.

As soon as the package begins its journey, the status will change from "Preparing Your Package" to "Shipped" (and "Successful").

You can then track the delivery progress from your Dashboard.
Click on the tracking code provided to get the latest USPS/FedEx delivery status. USPS/FedEx may also add some important information there which may affect the delivery time so ensure you read that also.

Also see, When will my order be delivered?

Question 3

Why is my order status "pending"?

Accepted Answer

If the order status says "Pending" then it means that the order is undergoing a quick review and is in a waiting queue to be processed.
The review normally takes between 2 and 5 minutes but occasionally our Support team may need to reach out to confirm some details with you.

Check the latest status of your order in your Dashboard after 5 minutes.
If it is still showing "pending", then check your inbox for an email from us or email our support team with the order number so we can provide a solution. You are only charged for "Successful" orders.

Also see, When will my order be delivered? and Why does my order say "Preparing Your Package"?

Question 4

Why does my order status say "Failed"?

Accepted Answer

The most common causes for this are:

You may simply have entered incorrect card details. Re-enter the details carefully under "Payment Method" on the "Checkout" page.
It may be that the card issuer refuses to authorize the requested amount until they can speak directly with you to verify recent activity or credit balance on your account. Just call the number at the back of your card and the card-issuing bank can confirm the reason for the decline.
You received a new/updated card recently, or the current card expired. In this case, you should select the "Add a New Card" option from the drop-down under the Payment Methods section of the checkout page.

Question 5

What delivery options do you offer?

Accepted Answer

These are our delivery options:

USPS First-Class Mail: 4 to 10 Transit Days - $0
USPS Priority Mail: up to 3 Transit Days - $5
FedEx Standard Overnight: 2 Transit Days - $15

Please note that the day when the order was placed is not considered a transit day.

If you still did not receive your package 2 days after the latest timeframes outlined above and the online tracking code does not provide an explanation, then please email our Customer Support team with the order number so we can provide a solution.
If you paid for expedited delivery and it did not arrive within the expected time, then email our Customer Support team with the order number and request a refund.

We only ship within the USA. We do not ship to Canada, Mexico or further afield.

Question 6

How can I track the delivery of my order?

Accepted Answer

You can track the delivery progress yourself from your online Tello account.
Click on the tracking code provided to get the latest USPS/FedEx delivery status.
USPS/FedEx may also add some important information there which may affect the delivery time so ensure you read that also.

If the order status says "Pending" or "Preparing Your Package" then it means that the package is being finalized and will soon be on its way.

Also, here are our delivery options:

USPS First-Class Mail: 4 to 10 Transit Days - $0
USPS Priority Mail: up to 3 Transit Days - $5
FedEx Standard Overnight: 2 Transit Days - $15

Please note that the day when the order was placed is not considered a transit day.

If you still did not receive your package 2 days after the latest timeframes outlined above, then please email our Customer Support team with the order number so we can provide a solution.
If you paid for expedited delivery and it did not arrive within the expected time, then email our Customer Support team with the order number.

Question 7

I did not receive the package. What should I do?

Accepted Answer

Firstly, check the estimated delivery timeframe for the item & shipping method chosen.
Secondly, check the tracking info for your package in your account dashboard.
If the USPS message says "Your item was delivered in or at the mailbox..." and you still have not received the item, then please check if any family members or housemates may have picked up the package on your behalf.
Also, please check with neighbors if the package was delivered in the wrong mailbox.
In case you are still unable to find your package, please email our Customer Support team with the order number.

Question 8

I still don't have a tracking code, why?

Accepted Answer

If the order status says "Pending" or "Preparing Your Package" then it means that the package is being finalized and will soon be on its way. 
Once the package is shipped you will be able to track your order from your online account.

Question 9

I purchased a phone from Tello, but I am not happy with the device. How can I return it?

Accepted Answer

All phones (new or refurbished) purchased from Tello have a 30-day warranty.

If during the first 30 days, you wish to return the phone then email our Customer Support team with the order number and the reason for return. We will send you a shipping label to return the device & accessories.

The following steps need to be fully completed before any replacement or refund is made.
Not complying with these steps may result in indefinite delays with return processing and/or forfeiture of replacement or refund requested:

The device needs to be posted back before the device warranty expires which is 30 days from the order date.
The return package needs to include everything that was originally sent to you - the device, charger, any other accessories, except the SIM card. You can keep the SIM card to use it with another device.
The device needs to be fully unlocked before returning and a factory reset of the device is also required. Unlocking means that the phone must be completely free of any pattern-lock, Google account, phone PIN code, Touch ID, Apple ID, or any similar personal link that may lock the phone to you.
The returning device must be packed safely and arrive undamaged and unscratched. Devices returned with scratches or user damage (e.g dropping the phone) will not be refunded or replaced.
The device must be returned using the shipping label we provide - no other.

It can take up to 15 business days from the day you post, for the package to be received at our warehouse and then checked and verified.

If you wish to continue using our service, we can suggest 2 options:
Option 1:
No service interruption.
You can purchase another device from our website that will reach you before you return the current phone.
We will issue a refund for the returned phone, as soon as it reaches our warehouse and it has been checked and verified for the condition.
If you return the phone immediately, this process may take up to 15 business days to complete.

Option 2: A few weeks of service interruption.
You can return the current device and wait until it reaches the warehouse, and you can check if we can send you a new replacement phone.
However, a replacement is possible only if that same phone make & model is still available on our website at the time the device has been confirmed as returned and verified.
We cannot guarantee that same phone availability.
This can take up to 15 business days.

Please see our Phone Warranty and Return Policy for more details.

Question 10

I already shipped the phone back. When will I be refunded?

Accepted Answer

We will issue a refund for the returned phone, as soon as it reaches our warehouse and it has been confirmed as returned, unlocked, and verified for condition.
If you return the phone immediately, this process will take up to 15 business days to be completed from the day you post.

If you request it, we may instead be able to send you a replacement device, for the same phone brand & model if it is still available on the website.

Question 11

Can I get a replacement device instead of a refund?

Accepted Answer

We cannot guarantee that the same phone brand & model will still be available by the time the returned device has arrived at our warehouse.
A replacement is possible only if that same phone brand & model is still available on our website at the time the device has been confirmed as returned and verified.
You can certainly request that our Customer Support team send a replacement if available but we can not guarantee availability.
If the same phone brand & model is not available and the returned device is in good standing, we will issue the refund instead.

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