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rherrera1287's profile

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1 Message

Friday, October 28th, 2022 3:07 AM

Early upgrade- How to ship back old phone?

I did an early upgrade and am supposed to send my old phone back. I received a return label with my new phone in the box but not sure if I’m supposed to use that return label or wait for a return kit in the mail. My phone returns have been lost in the past and it was not a good experience. Can anyone provide guidance? 

Accepted Solution

Official Solution


Community Support


207.7K Messages

3 months ago

We understand you're looking for guidance on how to return your old device, @rherrera1287. You've come to the right place for help. 


Are you trading your device in or did you upgrade with Next Up? We're asking because turn-ins are different from trade-ins. Turn-in devices are sent to RLO and trade-in devices are sent to Assurant. Either way, you have 30 days to return the device. 


Ship your turn-in phone:

  1. Get the prepaid return label that came with your original phone shipment, and the box that came with your upgraded smartphone.
  2. Put your turn-in phone (with the battery) and signed agreement in the box and seal it.
  3. Place the prepaid label over the current box label. Don’t use this label to return a new phone.
  4. Make note of the tracking number (found on the return label) so you can track your package after shipping. The number will begin with either 610 or 725.
  5. Mail the package through the U.S. Postal Service. Make sure you request a receipt confirming you shipped your turn-in within 30 days of receiving your new device.
  6. Use your tracking number to track your return.

Ship your trade-in:

  • Wait for your trade-in shipping supplies to come in the mail. We ship prepaid mailing kits seperately (kit arrives about 10 business days after your new device). You'll receive either a box or an envelope that contains:
    • Bubble wrap.
    • Instructions.
    • A shipping label.
  • Reset the phone to remove all of your data, text, pictures, and passwords
  • Remove the SIM card
  • Take pictures of your device, front to back.
  • Place the shipping label over the box or envelope.
  • Mail the package through the U.S. Postal Service. Make sure you request a receipt confirming you shipped your trade-in within 30 days of receiving your new device. Keep track of your trade-in.

Thanks for visiting our AT&T Community! Let us know how this helps. 


Sydne, AT&T Community Specialist


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