Frequently Asked Questions

Have a different question and can’t find the answer you’re looking for? Reach out to our support team by sending us an email and we’ll get back to you as soon as we can.

Some cell phones are designed to use a Subscriber Identification Module (SIM) card or a microchip that stores subscriber data. The SIM Card is issued by a carrier and provides cell service by activating any phone into which it is inserted. A locked phone, however, will only recognize a SIM card from a particular carrier. Major U.S. carriers that utilize SIM cards are AT&T and T-Mobile.

The phones that require a SIM card do not come with the SIM card. You can use your existing SIM card or go to your carrier for one that will work with your newly purchased phone. If you do not have an existing sim card, you must obtain a sim card from the specified carrier that is unique to your service and plan.

We encourage our customers to contact their carrier. In most cases, a SIM will automatically transfer information to your newly purchased phone. However, sometimes a newer phone may require a package update.

When you buy a phone from Priority Wireless, you are not locked into a phone service contract. The device is ready to be used with an existing contract (without the renewal of your current contract) or a new one. This does not mean that the phone is pre-paid. It will be explicitly stated if a phone is enabled for pre-paid service.

Our pictures are stock or standard photos that resemble the exact condition of the phone you will receive. We have many phones in our inventory and ultimately don't know which phone will be shipped to each individual customer, therefore we are not able to provide individual pictures of each phone. Knowing first hand, however, how important this is, we offer our 30-day warranty to ensure your satisfaction! The condition of each phone is detailed in the Condition Guide(link)

The vast majority of the phones we sell include a battery, a battery cover or battery door, and a compatible wall charger (may or may not be from the original equipment manufacturer (OEM) but is guaranteed to work. Each listing will state exactly what will be included in your order.

ESN, Electronic Serial Number, is a permanent 32-bit number embedded by the manufacturer that uniquely identifies a wireless communications device. ESNs are most commonly used in phones and devices using CDMA technology. GSM phones use a similar type of code called an IMEI instead. We have such a large number of phones in our inventory and ultimately don't know which phone will be shipped to the customer therefore we are unable to supply specific ESN numbers on individual phones. As a part of our auditing process, we do make sure that all of our phone’s ESNs are 100% verified and ready for activation.

The cosmetic condition will be described in each individual listing. Please refer to our Condition Guide link on our site for further information on what each grade means in detail.

If the cell phone is GSM unlocked, it will recognize a SIM card from any carrier that is GSM. GSM carriers include AT&T, T-Mobile, etc. The "lock" is a software setting that keeps the cell phone specific to one carrier.

Our devices are very carefully audited and are certified to be 100% functional. Our poor condition devices are sold As-Is and the product description will note this.

The following tests are performed on our cell phones:

  • ESN verified
  • Totally data cleared
  • Keypad/touchscreen tested
  • MIC & Speaker Tested
  • All Ports Tested
  • Earpiece Tested
  • Cleaned and Detailed
  • Camera Tested (if applicable)
  • Additional device-specific testing

We offer a 30-day warranty on all items. We carefully inspect your order prior to shipment. Upon receipt, please inspect your purchase and notify us of any problems. We are more than happy to work with you on any issue you may have.

If there is a problem with your order, please contact us anytime by email or phone.

You can expect a refund in the same form of payment originally used for the purchase within 7-10 business days of receipt of the returned product by our facility.

If there seems to be a mechanical, electrical, or programming problem with your device, DO NOT attempt to repair or try to unlock it yourself or take it to a third party for repair without first contacting us. This will automatically void our warranty. We do not reimburse for third-party repairs or purchases. We make all efforts to ensure that the products received are as described.

We work with every single customer to ensure that all of our customers are 100% satisfied! We do our best to respond to all messages within 48 hours. For the fastest resolution time, please email us first. Customers can also reach us at from 9:00 am to 4:00 pm MST, Monday through Friday.