FAQs (Frequently Asked Questions)

Who is Mobile Karma?
What is our Warranty/ Return Policy?
What Customer Service help do we offer?
What is our Shipping Policy?
What tests do you perform on your devices?
What is a Netbook? What is the difference between a Netbook and Laptop?
What's a SIM card? Do I need one?
Does the SIM card come with the phone?
What does "no contract" mean?
Will the phone work if I put a SIM card in it?
Can you provide a picture of the exact phone I will get?
What accessories will be included with my device?
Before I buy a phone, can I have the ESN number?
What's an unlocked phone?
How do I use my unlocked CDMA Blackberry on a GSM Network?



Who is Mobile Karma?

Mobile Karma is the preeminent seller of used and new cellular phones, netbooks and laptops. By offering used phones, netbooks, and laptops we are encouraging the reuse of fully functional electronic devices and supporting a more sustainable form of corporate and customer conduct. We also take great care and give utmost attention to our products and customer service, so that when the time is right for you to buy a phone, netbook, and/or laptop we're ready to help!

We are also a seller committed to sustainable conduct. By offering certified pre-owned phones, netbooks, and laptops we are enabling the further use of mobile devices and preventing the otherwise discarding of these electronic devices to landfills.

Please, feel free to email us at mobilekarma@recellular.com or call us toll free at 1-800-456-9624 and we will get back to you as soon as possible.

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What is our Warranty/Return Policy?

Our Guarantee

Mobile Karma is committed to making your shopping experience a success and wants you to be 100% satisfied with your purchase. If you are not satisfied with an item you purchased, you may return it within 30 days of delivery for a full refund of the purchase price minus shipping, handling, or other additional charges.

The item must be returned in the same condition in which it left our facility – in original boxes and with all paperwork, parts, and accessories – to ensure full credit.

Should any of the included accessories (e.g., battery or wall charger) not work properly, please contact us so we can send you a replacement.

Instructions

Follow these basic steps to process the return and / or exchange:

  1. Contact our Customer Service team at mobilekarma@recellular.com or +1 (800) 456-9624 to obtain a return authorization (RA) number. We only issue refunds for returns with an RA number. You must ship your item within 14 days of receiving the RA number in order to receive a refund or replacement.
  2. Pack the item securely in a package.
  3. Place a label on the package. Ensure the return address provided by the Customer Service team is visible.
  4. Ship the package. All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries.
  5. Keep the Return Tracking Number from the package you are returning to ensure that the package is returned to our facility.

Rules and Restrictions

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 issues.

If there is a problem with your order, please contact us anytime at mobilekarma@recellular.com or call us at +1 (800) 456-9624 from 9:00 am to 4:00 pm EST, Monday through Friday (except holidays).

Returns of non-defective product may be subject to a handling and restocking fee of 10% of the purchase price or $10, whichever is greater.

You can expect a refund in the same form of payment originally used for the purchase within 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.

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What Customer Service help do we offer?

We work with every single customer to ensure that their buying experience is exceptional! We do our best to respond to all messages within 48 hours. Customers can reach our customer service representatives 7 days a week at mobilekarma@recellular.com.

Customers can also reach us at our toll-free number: 1-800-456-9624 from 9:00 am to 4:00 pm EST, Monday through Friday. We do not accept calls on weekends or holidays.

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What is our Shipping Policy?

Orders are processed daily Monday through Friday. Most items are shipped within 24-48 business hours if payment is received and processed by PayPal. Occasionally PayPal may take several days to approve a payment. We are not responsible for PayPal's practices. Should you require further assistance, please contact PayPal directly for further assistance.

We do not ship during major U.S. holidays, including but not limited to Memorial Day, 4th of July, Labor Day, Thanksgiving, Christmas, and New Year Eve and Day. Standard shipping is complementary on most items shipped within the U.S., however, we do charge shipping costs on some of the products offered. Please refer to the specific product listing for all details. Please allow 3-7 business days for delivery. Please keep in mind that our carrier is responsible for transit times, but we do everything possible on our end to insure it gets delivered to you in a timely matter.

We will only ship to the address as it appears on your invoice/order, so please make certain this is correct before completing your purchase. We are unable to make any changes to your order once the order has been processed in our warehouse. We do not ship to PayPal Unconfirmed addresses. We are not responsible for any wrong or invalid shipping address. If your shipment is refused or otherwise returned to us as undeliverable, we will issue a refund minus any shipping cost. We do not re-ship items that have been returned to our facility as refused/undeliverable. If the product is not returned to us, no refund will be issued.

Alternative expedited shipping options may be available at an additional cost to your purchase. These options include Two Day and Overnight Shipping. Please be aware these expedited options MUST be selected at the time of check out, as we are not able to change any shipping methods once the order has been paid for.

Overnight and Two Day delivery is dependent on the delivery zip code. We do NOT offer Overnight or Two Day delivery to PO Boxes. For any expedited/overnight delivery we require receipt of payment no later than 10:00 AM EST Monday through Friday to guarantee shipment on the same day. Order payments received after 10:00 AM EST (Monday through Friday) will be shipped the next business day.

Please note international customers are responsible for any import duties and taxes applicable to their order(s).

If you purchase more than one item from us, they may arrive in separate packages. We do not offer combined shipping discounts for multiple items purchased.

At this time we do not offer shipping to Puerto Rico. Please be advised that we will cancel and refund any order placed by a buyer with a Puerto Rico mailing address.

The shipping refund is done separately from the purchase price refund, and this is done as a Sent Money Transaction via PayPal.

**PLEASE NOTE** This is the ONLY way a postage refund will be done. If you do not have a PayPal account, you will need to create one to receive the refund. If the refund goes unclaimed, it will not be reissued.

It must be processed this way because you are being refunded beyond the amount of your original invoice. Please allow up to 5 business days for the shipping refund, and if you do not receive it please let us know.

Please contact us for additional information at mobilekarma@recellular.com or reach us at 1-800-456-9624 between 9:00am and 4:00 pm EST, Monday through Friday.

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What tests do you perform on your devices?

Our devices are very carefully audited and are certified to be 100% functional. Our "FOR PARTS" or "BROKEN" devices are sold As-Is and are not functionally tested but the product description will note this.

The following tests are performed on our cell phones:

  • ESN Cleared
  • Call Tested
  • All Data Removed
  • Keypad/touchscreen tested
  • MIC & Speaker Tested
  • All Ports Tested
  • Earpiece Tested
  • Cleaned and Disinfected
  • Camera Tested (if applicable)

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What is a Netbook? What is the difference between a Netbook and Laptop?

A netbook is a compact, lightweight, low cost PC computer, similar to a laptop. Netbooks do not come equipped with an optical drive (also known as a CD/DVD ROM), which makes it compact and lightweight. This lack of an optical drive, along with lower capacity Hard Drives, RAM memory, and processing speeds enable Netbooks to be a more affordable option than laptops. Although netbooks are low-powered, they are refined and have all of the standard office and internet applications as a laptop. Netbooks offer a more compact, lightweight (portable), and cheaper option to laptops.

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What's a SIM card? Do I need one?

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.

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Does the SIM card come with the phone?

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.


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What does "no contract" mean?

When you buy a phone from Mobile Karma, 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.


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Will the phone work if I put a SIM card in it?

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.

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Can you provide a picture of the exact phone I will get?

Our pictures are stock or standard photos. We have many phones in our inventory and ultimately don't know which phone will be shipped to the winning 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 item description of our listings.

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What accessories will be included with my device?

Most devices 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). Unless otherwise stated, we do not provide manuals, CDs, USB cables, or holsters. Some of our "FOR PARTS" or "BROKEN" devices do not include accessories but it will be clear in the product description what's included with these devices.

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Before I buy a phone from mobilekarma.com, can I have the ESN number?

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 verify ESN numbers so they are ready to be activated.

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What's an unlocked phone?

If the cell phone is unlocked, it will recognize a SIM card from any carrier. The "lock" is a software setting that keeps the cell phone "loyal" to one carrier.

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How do I use my unlocked CDMA Blackberry on a GSM Network?

Did you know that some BlackBerry smartphones are both CDMA and GSM? That's right, some devices like the BlackBerry Bold 9650, Storm 9550, Storm 9530 and Tour 9630 are originally sold by CDMA carriers, but have the capability to be used on GSM networks around the World.


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Click Here for
Shipping Rates

X

Shipping Rates
Standard
(Arrives in 5 - 7 business days)
Two Day
(Arrives in 2 business days)
Overnight
(Arrives in 1 – 2 business days)

Up to $100

$4.95

$7.95

$24.95

$100 - $300

Free

$7.95

$24.95

$300 - $1,000

Free

$7.95

$52.95

Over $1000

Free

$14.95

$74.95

Shipping Policy


Orders are processed daily Monday through Friday. Most items are shipped within 24-48 business hours if payment is received and processed by PayPal. Occasionally PayPal may take several days to approve a payment. We are not responsible for PayPal's practices. Should you require further assistance, please contact PayPal directly for further assistance.

We do not ship during major U.S. holidays, including but not limited to Memorial Day, 4th of July, Labor Day, Thanksgiving, Christmas, and New Year Eve and Day. Standard shipping is complementary on most items shipped within the U.S., however, we do charge shipping costs on some of the products offered. Please refer to the specific product listing for all details. Please allow 5-7 business days for delivery. Please keep in mind it is our shipping carrier that is responsible for transit times, but we do everything possible on our end to insure it gets delivered to you in a timely matter.

We will only ship to the address as it appears on your invoice/order, so please make certain this is correct before completing your purchase. We are unable to make any changes to your order once the order has been processed in our warehouse. We do not ship to PayPal Unconfirmed addresses. We are not responsible for any wrong or invalid shipping address. If your shipment is refused or otherwise returned to us as undeliverable, we will issue a refund minus any shipping cost. We do not re-ship items that have been returned to our facility as refused/undeliverable. If the product is not returned to us, no refund will be issued.

Alternative expedited shipping options may be available at an additional cost to your purchase. These options include Second Day and Overnight Shipping. Please be aware these expedited options MUST be selected at the time of check out, as we are not able to change any shipping methods once the order has been paid for.

Overnight and Two Day delivery is dependent on the delivery zip code. We do NOT offer Overnight or Two Day delivery to PO Boxes.

  • For any expedited/overnight delivery we require receipt of payment no later than 10:00 AM EST Monday through Friday to guarantee shipment on the same day. Order payments received after 10:00 AM EST (Monday through Friday) will be shipped the next business day.
  • UPS business days are Monday through Friday (excluding holidays).

Example: A package shipped via UPS on Monday with a transit schedule of 2 business days, (not including the day the package is shipped) would be expected for delivery on Wednesday. A package shipped on Friday with a 2-day transit schedule would be expected for delivery the following Tuesday.

If you purchase more than one item from us, they may arrive in separate packages. We do not offer combined shipping discounts for multiple items purchased.

At this time we do not offer shipping to Puerto Rico. Please be advised that we will cancel and refund any order placed by a buyer with a Puerto Rico address.

The shipping refund is done separately from the purchase price refund, and this is done as a Sent Money Transaction via PayPal.

**PLEASE NOTE** This is the ONLY way a postage reimbursement will be done. If you do not have a PayPal account, you will need to create one to receive the reimbursement. If the reimbursement goes unclaimed, it will not be reissued.

It must be processed this way because you are being refunded beyond the amount of your original invoice. Please allow up to 5 business days for the shipping reimbursement, and if you do not receive it please let us know.

Please contact us for additional information at mobilekarma@recellular.com

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