Getting Started
First time users
Confirmation message
Combining items in a trade
Multiple locations
 
General Services
Shipping
Shipping Methods
Lost shipping label
Packing guidelines
Tracking

Payments and Pricing
Typographical errors
Check Delivery
Missing checks

Trade-in Products
Trade-in
Determining Product Condition
Determining Water Damage

Customer Service and Support
Via Email
Submitting Feedback
Canceling a Trade
 
GETTING STARTED

First time users
The AT&T Trade Up Program offers cash value for your pre-owned product(s), making your new AT&T cellular purchase even more affordable. You must purchase a new AT&T cellular device in order to participate.  

The new AT&T Trade Up Program offers you:

Convenience: fast and easy one stop solution to get cash for your pre-owned  technology to apply to the purchase of new technology.

Return on your investment: reduces the cost of new AT&T  technology by helping you realize the value from your pre-owned equipment.

It's easy!  Follow these simple steps:

Step 1 - Register or select "Get a Free Quote" to receive your free trade-in quote.

Step 2 - Describe your pre-owned product(s): manufacturer, model, and quantity.

Step 3 - Receive an instant quote value for your pre-owned product(s).

Step 4 - Fax or mail your Confirmation Email and your proof of purchase receipt for your new AT&T cellular device.

Step 5 - Ship your pre-owned product(s) using the prepaid shipping label/placard provided.

Step 6 - Your redemption check will be issued approximately 45 days after the receipt and inspection of your traded product along with the receipt of your proof of purchase, whichever is later.

Confirmation message
You will receive a Confirmation Email message upon successful on-line trade completion. We recommend that you keep a copy for your records.  This message will contain instructions on the next steps to complete your transaction.

Back to Top
 
 
Combining items in a trade
The AT&T Trade Up Program does not require a one for one purchase to trade ratio.  You may trade in multiple product(s), but you must purchase at least one new AT&T cellular device.
 
Back to Top
 
 
Multiple locations
If you have multiple locations for the products you are trading in, please email customer service at attcs@marketvelocity.com.
 
Back to Top
 
 
GENERAL SERVICES
 
Shipping
 
Shipping Methods
It is important to use our shipping label or shipping placard, as it will be used to expedite tracking, identification and processing.

Within one business day of completing your trade, an email with the subject line "AT&T Trade Up Program shipping instructions" will be emailed to the address you provided while registering. The shipping instructions email will provide the steps for retrieving your shipping label or shipping placard. The shipping instructions email' will contain embedded links, simply click on the link and your prepaid, pre-addressed shipping label or shipping placard will appear. A Microsoft window will direct you on how to print out your label or placard. Print two copies, and attach one to the shipment of your trade-in product and retain the second copy for tracking purposes.

If you are shipping multiple items, please package each item individually and use the appropriate label/placard for each item. It is important to use the correct shipping label/placard for each individual item, as the label/placard is used to expedite tracking, identification and increase the speed of processing.
 
You have 30 days from the day you completed your on-line trade to return the product.

If you experience technical difficulty in printing these labels/placards or you lose your shipping instructions email, please contact customer service at attcs@marketvelocity.com.

Back to Top
 
 
Lost shipping label
If you have lost your prepaid shipping label or shipping placard, simply refer to your shipping instructions email and click on the link to print out another label or placard. If you are experiencing difficulty printing your label contact customer service at attcs@marketvelocity.com with the following information for a replacement.

Name
Address
E-mail Address
Quote Number (from Confirmation email)

If more than 14 days has passed since you confirmed your trade, AT&T Trade Up Program reserves the right to re-price your transaction quote.
Back to Top
 
 
Packing guidelines
Please follow these guidelines when shipping your traded product:

• Please ensure that you include any documentation and accessories that were originally shipped with your product. These items could include, but are not limited to: holster, travel charger, USB/serial cable and removable battery (if applicable). Failure to include these items will impact the value of your trade. If you do not have these items, please contact attcs@marketvelocity.com for further assistance.
• Package the item(s) in a sturdy cardboard box designed specifically for shipping using cushioning materials such as bubble wrap to adequately protect your products. If you require boxes, they can be purchased at Kinkos, FedEx, The UPS Store or on-line at onepak.com. 
• Tape all edges on the sides, top, and bottom to make sure there are no rough edges that could be snagged by automated mail processing equipment. We do not recommend using masking or cellophane tape. Shipping tape that is 2-3 inches wide should be used.  
• Attach the prepaid shipping label to the outside of the package. Use a piece of clear shipping tape over the top of the label. 
• Call FedEx ground at 1-888-777-7330 or drop off the package at a regional shipping location. Be sure to keep the tracking number for proof of shipment.
• Products must be shipped within 30 days of the transaction in order for quoted value to remain valid.

Back to Top
 
 
Tracking
You can find real time status of any package shipped via Federal Ex Ground by going to www.fedex.com  and entering the tracking number provided on your shipping label.

Payments and Pricing

Typographical errors
In the event that a product is listed at an incorrect value due to a typographical error or miscalculation by the database, AT&T Trade Up Program shall have the right to refuse or cancel the transaction within seven calendar days after the date of the actual trade (see Terms and Conditions).

Back to Top

Check delivery
All checks are mailed via the U.S. Postal Service to the address designated in your transaction. Market Velocity, Inc. will issue your check approximately 45 days after receipt and inspection of your traded product and validation of your proof of purchase, whichever is later.

Back to Top

Missing checks
If you do not receive your redemption check within the check delivery period listed above, please send an email message to attcs@marketvelocity.com so that we can research the issue for you.

Back to Top

TRADE-IN PRODUCTS

Trade-In Products

All products we receive for trade-in are refurbished and resold.

Determining Product Condition
How do I determine the condition of my product?

Is the product in excellent working condition and needs no refurbishment?  Has regular maintenance has been performed on the product in accordance with manufacturer recommendations? Is the body of the product clean (i.e., no smudges, ink marks, dents, stickers, or scratches)?
If so, choose Excellent.

Is the product free from technical problems? (i.e., it does not make noise or run slowly, is not missing pieces, does not have excessively worn parts, etc.) Does the body of the product have only minor blemishes? (i.e., smudges, ink marks, dents, stickers, or scratches).
If so, choose Good.

The product has no major technical problems; it turns on and is in working condition but has cosmetic defects.
If so, choose Poor.

Determining Water Damage
How do I determine if my cell phone or PDA/Smartphone has water damage?

Most cell phones and PDA/Smartphone’s have a water damage sticker underneath the battery. If your phone has come into contact with moisture or water, the sticker will turn red (or another solid color depending on the make and model of your phone). If the water damage indicator is triggered, your phone is considered unsellable and it does not carry any value through the program.

CUSTOMER SERVICE and SUPPORT

Via Email
attcs@marketvelocity.com

Via Telephone
1-800-650-1044

Submitting feedback
Your comments and suggestions are important to us. Let us know what you think about AT&T Trade Up Program by clicking attcs@marketvelocity.com.

Canceling a trade
In the event you wish to cancel your trade, simply send an email that includes your name and quote number to attcs@marketvelocity.com requesting that your trade be canceled.  Market Velocity, Inc. will send you an email confirming the cancellation. You may be asked, but not required, to provide a reason as to why you opted to cancel the trade.

Reminder Emails
During the trade process you will receive a series of reminder emails. 

AT&T Support Resources:

Back to Top