Shipping and Refund Policies

How fast is Plug's shipping?

Order before 2 PM CST and your device ships the same day. We ship Monday through Friday, so you're guaranteed delivery within 2 business days. Friday orders with 2-day shipping arrive by Tuesday at the latest.

This applies to all of our shipping options.

 

What countries does Plug ship to?

International Shipping & Returns Policy

At Plug, we're proud to ship our Certified Pre-Owned devices to 190+ countries worldwide. All international orders can be placed on our website or through the Plug app, and we partner with UPS and DHL to get your device to you in typically 3–5 business days (some countries up to 10). Shipping is on us. We cover the cost, so your total at checkout will reflect your order only, with no surprise shipping fees.

A couple of things to keep in mind before you order:

  • Duties are calculated and collected at checkout via our international partner or collected by the carrier on delivery, depending on the destination.
  • Address changes after shipment are not guaranteed and may incur carrier fees.

Returns: 30-Day Love It or Return It Guarantee

We stand behind every device we sell. If, for any reason, you're not loving it, you have 30 days from your delivery date to send it back. We'll provide a prepaid return label to make the process easy.

Please note:

  • A 10% restocking fee applies to preference-based returns (no defect).
  • Before shipping your device back, please make sure your iCloud or Google account has been fully removed. Devices returned with an account still linked are subject to a 100% restocking fee.
  • Returns are not accepted after 30 days for international orders.
  • If stated issue cannot be confirmed, a no-issue-found fee of up to 50 percent may apply.
  • Devices returned with physical or water damage void the warrant and are subject to a 100% restocking fee.

12-Month Plug Warranty

Every Certified Pre-Owned device comes backed by our 12-Month Plug Warranty covering hardware and software defects, because we stand behind what we sell. If you experience an issue within your warranty period, simply return the device to us, and we'll issue store credit once it's been received and inspected.

A few things to keep in mind:

  • Physical damage and water damage are not covered under the warranty. Devices returned with physical or water damage are subject to a 100% restocking fee.
  • If a device is returned under a warranty claim and our team finds it to be fully functional with no confirmed issue, a restocking fee of up to 50% will apply.

These policies do not affect your statutory rights under local law.

What is Plug's Inspection Policy?

Device Condition: You confirm your device has no new physical or liquid damage caused after delivery. This includes cracked or chipped glass, bent or dented housing, deep scratches beyond your device's grade, signs of liquid contact, and missing original components.

Inspection and Damage Deductions: Every device is inspected at our St. Louis facility. If we find damage that was not present at the time of sale, a damage deduction will be applied to your refund based on the impact to resale value:

  • Minor cosmetic damage beyond grade: 10 to 25 percent
  • Functional damage requiring repair: 25 to 75 percent
  • Severe damage rendering the device unsellable: up to 100 percent

You will receive photo documentation before any deduction is finalized, and you will have 5 business days to respond.

Warranty Claims and No-Issue-Found Fee: The 12-Month Plug Warranty covers verifiable hardware defects. If we cannot reproduce or identify the issue you described after a full diagnostic, we will share the results with you and ask for additional context to re-test.

Please note, if the issue still cannot be confirmed:

  • International Customers: a no-issue-found fee of up to 50 percent may apply.
  • US Customers: the device will be returned to you at no charge.

Disputes: If you disagree with an inspection outcome, request a second review within 7 days of our notification and we will work with you in good faith.

Ready to start a return or warranty claim? Head to plug.tech/returns and we'll take care of you.

 

Where does Plug ship from?

All our devices are shipped from our facility in St. Louis, Missouri. 

 

I ordered on the weekend, when will I get my device?

Order before 2 PM CST and your device ships the same day. We ship Monday through Friday, so you're guaranteed delivery within 2 business days. Friday orders with 2-day shipping arrive by Tuesday at the latest. Overnight orders placed on the weekend will also arrive by Tuesday, as that is the next available business day.

 

My package was lost in transit?

Please see our lost in transit policy.

 

How do I return my device?

The easiest way to initiate your refund with us is through our return/warranty portal. Go to http://plug.tech/returns and it will take you through the seamless process of either setting up a replacement/exchange order or a refund for the device. 

 

What's the Plug's refund policy for returns?

Our goal is for you to fall in love with your new device, and if that wasn’t the case our team is happy to accept any return for any reason within 30 days of receiving the device. We will accept your device back and apply a refund usually within 1 business day. In order to keep our pricing competitive, we reserve the right to charge a restocking fee on any order. In order to keep our prices as low as possible, we reserve the right to charge a 10% restocking fee on any return. This helps us cover our shipping costs, and helps us maintain our incredible pricing.

If your device is having any functionality issues, you are still covered past the 30 days. We offer a 12-Month Plug Warranty that covers any and all product defects (hardware and software). This warranty covers any malfunction of the phone independent of your use (touch-sensitive malfunction, battery failure, pushbuttons, etc.).  If your device shows any signs of malfunction, then please contact us to start your return. Once we receive the device, we can send you a replacement that is fully functional or we can issue a refund for your purchase. Please note, physical damage, water damage, or similar issues will result in voiding your warranty. Please keep in mind, we reserve the right to charge a restocking fee on buyers’ remorse. If you return a device back without its original cable and adapter, we reserve the right to apply a 10$ fee per accessory.

How long does it take to get my refund?

Upon receiving the return, we will apply a refund to your account. It typically takes about 2-3 business days for the money to be transferred to your bank account, depending on your bank. In order to keep our pricing competitive, we reserve the right to charge a restocking fee on any order.