Help Center

All phones purchased from Tello come with a 30-day warranty from the date of your order.

To start a return, please contact our support team with your order number and the reason for the return. We will then send you a prepaid shipping label.

Crucial Steps Before Shipping
To avoid delays or the loss of your refund/replacement, you must complete the following:

• Timeline: Mail the device back before your 30-day warranty expires.
• Clear the Device: You must factory reset the phone and remove all personal locks (Apple ID, Google Account, PINs, or Touch ID). We cannot process locked phones.
• Pack Everything: Include the device and all original accessories (chargers, cables, etc.). Keep your Tello SIM card—you can use it in your next phone!
• Condition: The phone must arrive undamaged and scratch-free.
• Use Our Label: You must use the specific shipping label we provide.

Your Options for Staying Connected
Since the return process can take up to 15 business days, you have two ways to handle your service:

• Option 1: Buy Now, Refund Later (No Downtime)
  Purchase a different device from our website immediately so you have it before you send the old one back. We will refund the original phone once it is verified at our warehouse.
• Option 2: Wait for a Replacement (Some Downtime)
  Send the device back and wait for us to process it. If the exact same model is still in stock, we can send a replacement. If it’s out of stock, we will issue a refund.

⚠️Warning:
Please make sure your device is mailed back before your 30-day warranty period from the purchase date expires.