Frequently asked questions

Use our grading guide to pick the condition that fits your device. If we need to make changes, we’ll let you know.

Check with your service provider to see if your phone is unlocked. If it’s not, ask them to unlock it before you trade it in to get more money.

We have a 14-day price lock. This means the price we give you for your phone is good for 14 days. Just send your phone within that time, and you'll get the same price.

An offer is changed if the device doesn't match the details you provided after inspection.

You can then accept the offer or request your device back.

Make sure you've entered a valid email address. Check your Spam/Junk folder and add Flipafone to your Safe Senders list if you haven't received the email.

Drop off your packaged device at the nearest Canada Post location and obtain a receipt.

After completing the trade-in process, you can get the shipping label at checkout or from the confirmation email.

Yes, use the tracking number on your shipping label. You'll also get an email notification once we receive and scan your package.

Our basic insurance covers up to $100 per trade-in for devices damaged in transit via Canada Post. You can add extra insurance at checkout for a fee. Note, insurance does not cover:

-Empty packages
-Missing items
-Incorrect items
-Items damaged due to poor packaging

Claims denied by Canada Post are not covered. Flipafone may also deny claims if there are discrepancies or suspicions of fraud.

We recommend using our prepaid shipping labels as self-shipping may void insurance coverage and we cannot reimburse shipping costs.

No worries, Canada Post bill us based on the actual weight at shipping time.

Insurance claims are valid for securely packaged items damaged in transit and shipped with our prepaid labels. Without additional insurance, carriers cover up to $100 for theft or damage. Coverage is not provided for empty, missing, or incorrect items, or items poorly packaged. If you didn't use our labels, check your carrier for insurance coverage.

Yes, use your own materials to pack your device safely so it doesn’t get damaged during shipping.

When your devices arrive, our specialists check them to make sure all details like model, carrier, capacity, and condition match what you described. If everything matches, we accept your trade-in and process your payment. If there are any differences, we’ll send you a new quote to approve before continuing. We also check each device for authenticity, financing issues, lost or stolen status, water damage, and battery life.

We do not open or repair any customer devices. They stay yours until we buy them.

If you haven’t reset your device before sending it to us, don’t worry. We wipe all personal data as part of our inspection process once the devices arrive at our facility.

Return shipping is not free in certain cases. You will need to cover the return shipping costs if:

- The device is significantly misrepresented.
- The device is Activation/iCloud/FRP/MDM/Firmware locked.
- The device is blacklisted or financed.
- The item is not listed in our catalog or we do not purchase it.
- You retract your trade-in after shipping but before passing inspection.
- You retract your trade-in after passing inspection and being accepted.
- The phone is from a carrier not listed on our website.
- The item cannot be authenticated or is counterfeit.

Return shipping costs start at $20 and may increase based on the size and quantity of items.

Returns are processed the next business day. You will receive an email confirmation with a tracking number once your return is processed.

We have 3 easy ways to pay you. You can get paid through E-transfer, PayPal, or a Gift Card! If you bring your device to our store, you can get cash. We pay you after we get and check your device.

You will receive payment within one business day after your device is inspected and matches your description.

Payment delays can happen if the item description is inaccurate, leading to a revised offer and processing delays.

To change your payment preferences or information, email us at support@flipafone.com from the email address associated with your trade-in account. We will process your request promptly and securely.

Data destruction means making sure all your personal information is completely removed from your phone so no one else can see it.

We use Phonecheck’s superior data wipe services to completely erase your data from your device.

No, we don’t keep any of your data. It’s completely erased once we get your phone.

Even if your phone has a broken screen, we will still erase your data safely.

We do not buy any devices with carrier lock, blacklist, financial obligations, counterfeit or stolen.

New

• Box still factory sealed and wrapped in original factory plastic wrap.
• Device has never been activated or used or registered.
• Packaging is not torn or falling apart and plastic film still on the device and has not been reapplied Box has NEVER been opened and has NEVER been resealed.

Excellent

• Overall good cosmetic condition with no signs of use.
• No scratches, flaws, dent, nicks or scuffs.
• No chips or cracks in front or back glass.
• Fully functional with no operational defects.
• No spots, marks, or burn-in image on the LCD.
• No staining, discoloration, or marks left from a case.
• Looks like new or just came out of the box.
• All components must be genuine, particularly for the screen and battery.
• Battery Health: ≥ 85%

Note - If it shows any sign of use choose "Good"

Good

• Has Normal Signs of use / Fully functional/ Original parts.
• No heavy scratches, cracks or damaged parts.
• No spots, marks, or burn-in image on the LCD.
• Battery Health: ≥ 80%health with no Service alert in Settings
• Devices with metal frames such as iPads must be free of any stains/discoloration

Fair

• May have signs of signifcant wear / Fully functional/ Original Parts.
• May have numerous scratches, scuffs, nicks and/or minor dents.
• No cracks on front or back glass, bends, or tears.
• No spots, marks, or burn-in image on the LCD.

Damaged

• Cracked front or back glass.
• LCD Damage or display defects (aftermarket, burns, damage or no display).
• Possible defective features such as broken speakers, microphones, or cameras
• Devices that have defective screens cannot be tied to an iCloud account.

Note: We do not accept: ❌ Water-damaged devices ❌ Devices with software or motherboard issues ❌ Devices that do not power on ❌ Devices broken into separate pieces ❌ Severely bent devices ❌ Devices with any locks, blacklist or financial obligation