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Frequently Asked Questions

How long is my quote for?

You have exactly 2 weeks (14 days) to ship your device to us from the moment you initiate the sell and get your quote. If not received in 2 weeks your device may have to be requoted.

What happens with the data on my device?

Every device we receive is immediately wiped and restored to factory settings if it hadn't been already. This ensures your old data can never be accessed and is forever gone.

How soon will I get my money?

We use Canada Post expedited service, meaning your device should reach us in 1-3 days. Once received and the device is checked, payment is sent. Expected time for payment is anywhere from 1-2 days from the moment we receive the package.

What is an unlocked phone?

When you buy a phone on contract with a carrier in Canada previous to Dec. 2018 it is possible the phone is locked to their network and would need to be unlocked to use with another provider. This can be done by calling them directly to unlock the device. Phones bought after Dec. 2018 all come as an unlocked device if bought in Canada.

What is your "Highest Payout Guarantee"?

The "Highest Payout Guarantee" makes sure you are getting the most for your used device. If you find another Canadian buyback company advertising a higher price, please contact us at hello@cellclinic.ca and we will match that price!

What do I ship my phone in?

Please use something padded to ship your device such as a padded envelope. Padded envelopes can be purchased at the any Canada Post location, where you can then immediately ship your device to us with your free postage label provided by us.

What should I include in the package?

Please send only your device in the package. There is no need for any instructions, our prepaid postage label lets us know the device is yours. We do not need you to ship the charger or original box with your device.

Can I drop my device off to you?

Yes, we have 2 store locations in both Vancouver and Surrey BC. If you live in the local area just come by the store to collect cash or store credit.

What if I don't receive an email with the pre-paid mailing label?

You should receive an email to the email you provided - with a pre-paid postal mailing label. .If you do not receive an email within a few moments, please check your "all" & "spam" email folders to see if the email is there. If is still not there - please send an email to: hello@cellclinic.ca - requesting that we resend your mailing label to you.

Can I BUY a phone from Cell Clinic?

Yes - visit our online shop: http://www.cellclinic.shop - iPhones & Androids - Free shipping Canada-wide - Phones come with a 1 year warranty. Don't see what you are looking for in our online shop inventory - we have additional inventory in our in-store inventory - visit: http://www.cellclinic.ca/buy & select "buy a device in-store."

Can Cell Clinic REPAIR my device?

Yes - you can mail in your device to us and we will provide you with an estimate of the repair, and if you approve the estimate we will proceed with the repair, and then mail your device back to you (return postage will be included with cost of repair): https://www.cellclinic.ca/repairs-by-mail For information about the device models that we repair & prices - please visit: http://www.cellclinic.ca/repair

Do you accept devices from across Canada?

Yes - We accept devices from anywhere in Canada. We accept devices from across Canada - you can also shop for a phone through our online store: http://www.cellclinic.shop - or if you need a repair you can mail-in your device to us: https://www.cellclinic.ca/repairs-by-mail Cell Clinic is a Canadian owned, British Colombia based business.

What if my device doesn't meet your conditions?

Your device's condition will be evaluated and you will be emailed with another offer if your device doesn't meet the condition you originally stated. If the device is not how you stated ( eg. locked to a user account or more than minor damage) and you would like the device back, you have that option with $15 charge for return shipping or the device can be recycled for free. If we do no hear from you the device will be recycled in 30 days.

What happens if my postage label expires?

If your postage label expires you will have to resubmit your order. Please discard old label and ship with the new label.