Warranty & Returns Policies

1.Prepaid Service

PHONES DAMAGED UPON RECEIPT

If your items arrive damaged, pleaseSign in here to request an online return. Any claims regarding damage or delivery discrepancies must be submitted within 3 days of receipt. TAG Mobile will cover the cost of return shipping.

PHONES THAT ARE DEFECTIVE

If a defective item cannot be replaced with the same product, we will provide an equivalent item. TAG Mobile will cover any return shipping costs.

NON-DAMAGED AND NON-DEFECTIVE PHONES

To be eligible for a full refund on returned goods, they must be returned within 7 calendar days of delivery, provided they are not defective. However, certain conditions must be met:
- All items must be in their original manufacturer's packaging, in the same condition as when sold, and include all accompanying literature, accessories, instructions, warranty cards, and documentation.
- Phones must be returned in a "Like-New Condition," showing no signs of use and with less than 25 minutes of total talk time.
- The purchase must have been made on www.tagmobile.com.
- If the items are not in "Like-New Condition" or are missing packaging or documentation, we reserve the right to either refuse the return or charge a restocking fee ranging from 25% to 50% depending on the condition of the returned items. Additionally, a minimum $10 shipping and handling fee may be applied, up to the actual shipping amount paid on the order, excluding promotional coupons.

DETAILED RETURN PROCESS

To access your order and submit a return request, sign in to your account and follow these steps:

Click on "My Account" located in the top right-hand corner.
Navigate to "Order History" and select "All Dates." .
Use the search function to locate the specific order you wish to return. .
Click on the "Complete" button next to the order (without checking the box).
Scroll down to find the item(s) you want to return, check the corresponding box, and complete the Return form.
Click "Create" to submit your return request.
Provide detailed information, including the reason for return and any additional comments to assist with processing.
Once submitted, you will receive a Return Authorization email containing your Return Authorization Number once your request is approved.

For efficient processing, please include as much detail as possible with your return request. You can expect to receive your Return Authorization Number via email within 24 hours during regular business hours, along with instructions on how to proceed with your return.

IMPORTANT RETURNS INFO

Before returning to our facility, please make sure to remove your phone passcode and reset your device.

iOS Devices (iPhone): Click here for instructions
Android Devices: Click here for instructions

full MASTER RESET of the device is preferred prior to shipment. If this is not completed before sending the phone into us it will delay your Return request. If we do not have this information after 2 business days of our request, we will return your product(s) back to you.

All returns must be accompanied by a Return Authorization Number written on the return package. You will be emailed a Return label with a unique Return Authorization # number once your return has been authorized.
Please enclose a copy of your Return request including Return Authorization Number and order number with the return packaging.
Do not return SIM cards and airtime cards. Please see here for information about SIM card returns and refunds.
Please return the phone(s) along with all accessories and the original device packaging.
Please note the issue(s) that you are experiencing with the device. We recommend that you use delivery confirmation for your return in order to insure proper delivery of your item.
Returns are processed during normal business hours Monday – Friday in order of receipt.
You will receive a notification when your return is received. This can be up to 1-2 business days after delivery at our facility.
If the phone is found to not be defective and a refund is requested, a 20-50% restocking fee will be added prior to the refund depending on the condition of the phone and the completeness of the return. Shipping is non-refundable. A $10 shipping and handling fee will be applied to all refunded goods.
You will receive notification within up to 5 business days of receipt of the disposition of your warranty or refund request.
It can take up to 15 business days after receipt of your device for your refund to post.

For Return questions or concerns Click here to email Customer Support.

WARRANTY INFORMATION

All devices bought from our website are covered by a one-year manufacturer warranty for new products and a 60-day warranty for remanufactured ones starting from the original purchase date. If you encounter any defects, please refer to the return instructions provided above to check if your device qualifies for a warranty replacement. If it does, we will replace the defective device with one in the same cosmetic condition or a comparable model at our discretion.

Our conditions for a warranty claim are as follows:

Your warranty specifically covers defects caused by materials or workmanship but does not extend to issues resulting from damage, normal wear and tear, or aging.
Included in the warranty are problems such as software glitches, camera malfunctions, unresponsive keys, dead pixels, and similar issues.
Excluded from warranty coverage are problems like declining battery performance, scratches, accidental damage, coverage limitations, or compatibility issues with third-party software applications.
Any attempts to modify or alter your phone's operating system ("rooting" or "modding") will invalidate the warranty.
Visible physical damage, such as liquid exposure, a cracked LCD screen, or damage to the phone's housing, will also nullify the warranty.

You are required to include all accessories (charger, cables, manual, etc.) when returning the defective device. If any components are missing, a non-refundable fee for missing parts will be charged, as specified here:

Battery: $10.00
Charger: $7.00
USB Cable: $3.00
SD Card: $5.00
Manual: $3.00
Other parts: At our discretion

If your defective device is returned in a condition that voids its warranty, such as liquid damage or modifications to the operating system, it will not be repaired or refunded. Instead, it will be returned to the original address of purchase unless otherwise specified.

Our warranties do not cover certain damages or uses of your phone, and we will not reimburse you for any associated costs or damages. These exclusions include lost data, time without a device, and consequential damages. We recommend regularly backing up your data as we are not responsible for restoring any lost data. Additionally, we do not guarantee the merchantability or fitness for a particular purpose of any device, and these warranties are explicitly disclaimed.

1.Government Assistant Program

Warranties

Devices purchased by TAG Mobile customers can be returned within fifteen (15) days from the delivery date if they are found to be defective. TAG Mobile reserves the right to replace any defective mobile device with a replacement phone at its discretion. To request a replacement for a defective phone, please contact TAG Mobile Customer Support at +1 (800) 986-5670

Refunds

TAG Mobile will not refund any lost, stolen, misused, or damaged TAG Mobile Additional Minutes or Data Offering Plans, and they are not responsible for such incidents. Returns or refunds for these plans are only provided if it is determined that TAG Mobile did not fulfill its service obligation. All purchases of TAG Mobile Additional Minutes or Data Offering Plans are final and non-refundable, regardless of who uses or possesses the subscriber's wireless phone after the purchase, and regardless of whether the subscriber consents to or is aware of its use. Monthly charges are also non-refundable.

Returns

Wireless handsets acquired directly from or provided by TAG Mobile can be returned within 15 days of receipt for a full refund. The handset must be returned in its original condition as received at the time of activation. For guidance on returning the handset, please reach out to TAG Mobile Customer Service at +1 (800) 986-5670 We offer both new and pre-owned handsets to subscribers. Handset models provided to Lifeline subscribers are chosen solely by Tag Mobile and may vary. TAG Mobile reserves the right to substitute handsets with different models at its discretion. All wireless handsets purchased directly from TAG come with a 15-day warranty. If you encounter any issues with your handset, please contact TAG Mobile Customer Service at +1 (800) 986-5670

Warranties

Lost or stolen equipment

If a TAG Mobile Subscriber loses or has their handset stolen, the subscriber is responsible for all charges incurred until TAG Mobile is notified of the lost or stolen wireless phone. To report a lost or stolen wireless phone, please contact TAG Mobile's Customer Service at ... Upon receiving notice of the lost or stolen phone, TAG Mobile will suspend the account immediately. If a subscriber does not either activate a new TAG Mobile phone or notify us that they have found their wireless phone within 15 days of the suspension of the account, the account will be deactivated and the subscriber will lose the TAG Mobile phone number.

Disclosure

TAG Mobile (the Company) strives to fulfill all orders for free phones with the make and model selected during the application process. However, if the chosen device becomes unavailable after the order is submitted, the Company reserves the right to substitute it with an alternative phone of equal or greater value as determined by the Company.