Shipping and Refund Policies

How fast is Plug's shipping?

Order before 2 PM CST and your device ships the same day, Monday through Friday. Most domestic orders arrive within 2 business days. Friday orders with 2-day shipping arrive by Tuesday at the latest.

I ordered on the weekend. When will I get my device?

Orders placed on the weekend ship the next business day. Overnight orders placed Friday through Sunday arrive by Tuesday at the latest.

What countries does Plug ship to?

We ship to 190+ countries worldwide. All international orders can be placed on our website or through the Plug app. We partner with DHL to get your device to you in typically 3 to 5 business days (some countries up to 10).

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 possible.

Where does Plug ship from?

All devices ship from our facility in St. Louis, Missouri.

How do I return my device?

Head to plug.tech/returns and we'll walk you through it. You can set up a return, replacement, or exchange straight from the portal.

What is Plug's refund policy?

We want you to love your device. If you don't, you have 30 days from your delivery date to send it back for any reason. Just note:

  • A 10% restocking fee applies to non-defective returns.
  • If your device is returned without its original cable or adapter, a $10 fee per missing accessory applies.
  • Returns are not accepted after 30 days.

Once we receive and inspect your device, your refund is typically processed within 2 to 3 business days, depending on your bank.

What is Plug's Inspection Policy?

Every device returned to our St. Louis facility goes through a full inspection before any refund or credit is issued.

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.

Damage deductions: If we find damage that was not present at the time of sale, a deduction will be applied to your refund, up to 100% if the damage renders the device unsellable. You'll receive photo documentation before any deduction is finalized and have 5 business days to respond.

No-issue-found fee: The 12-Month Plug Warranty covers verifiable hardware defects. If our team runs a full diagnostic and cannot reproduce the issue you described, we'll share the results and ask for additional context to re-test. If the issue still cannot be confirmed:

  • US customers: the device is returned to you at no charge.
  • International customers: a no-issue-found fee of up to 50% may apply.

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

What is the 12-Month Plug Warranty?

Every Certified Pre-Owned device comes backed by our 12-Month Plug Warranty, covering hardware and software defects.

If you experience an issue within your warranty period, return the device to us, and we'll take care of you:

  • US customers can receive a repair, replacement, or refund once the device has been received and inspected.
  • International customers receive store credit once the device has been received and inspected.

A few things to keep in mind:

  • Physical damage and water damage are not covered and void 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 fully functional with no confirmed issue, a restocking fee of up to 50% may apply.

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

What is Plug's International Returns Policy?

We stand behind every device we sell. If you're not happy with 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 non-defective returns.
  • Remove your iCloud or Google account before shipping the device back. 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 a stated issue cannot be confirmed, a no-issue-found fee of up to 50% may apply.
  • Devices returned with physical or water damage void the warranty and are subject to a 100% restocking fee.

International warranty claims are resolved with store credit once the device has been received and inspected.