Support


Phone Replacement FAQs

  1. 1) What is Phone Replacement?

    Phone Replacement is a unique program only from U.S. Cellular® that replaces your phone if it is broken, lost or stolen on qualifying retired Belief Plans. With Phone Replacement you won't have to worry about losing your connection to family, friends and business partners.
    Broken phones are replaced at no cost
    Lost and stolen phones are replaced for a $100 deductible, which is typically a lot less than the cost of a new phone

  2. 2) How do I sign up for Phone Replacement?

    Phone Replacement is an added benefit of qualifying retired Belief Plans at no additional monthly cost. If you want to know more or are interested in signing up for a plan that includes Phone Replacement, visit your local U.S. Cellular store or call Customer Service at 1-888-944-9400.

  3. 3) How long does Phone Replacement coverage last?

    You are covered on a qualifying retired Belief Plan until you are eligible to upgrade to a new phone at a promotional price and have not exceeded your limits. Your coverage restarts once you purchase a phone at a promotional price.

  4. 4) Where is Phone Replacement offered?

    Phone Replacement is offered at all U.S. Cellular retail locations or by calling Customer Service at 1-888-944-9400.

    You can receive a same-day in-store replacement at most U.S. Cellular retail stores or have your replacement phone delivered to your home or business the next business day with no shipping fee.

    Please visit our Store Locator to find a store near you - look for the "In-store Replacement" icon.

  5. 5) How many times can I use Phone Replacement?

    You may use Phone Replacement up to three times for a broken phone until you are eligible to upgrade to a new phone at a promotional price. Only one of the three replacements can be used for a lost or stolen phone.

  6. 6) What options are available if I exceed my limits?

    You may still use the repair and return program to get your broken phone fixed. You also have options to purchase a new or used phone or use rewards points to buy a phone.

  7. 7) What type of phone will I receive?

    You will receive either the same model or a similar model depending on availability. The replacement phone may be new or refurbished. All phones are high quality, fully functioning phones that have been examined and tested.

  8. 8) What types of damage does Phone Replacement cover?

    All major damage is covered except cosmetic and intentional damage. Phone Replacement does not cover exchanges based on customer preference.

  9. 9) Can I have Device Insurance and Phone Replacement at the same time?

    No, Device Insurance cannot be added to price plans that include Phone Replacement. With Phone Replacement, you will not need Device Insurance because the program includes many of the benefits of Device Insurance and more without the additional monthly fee.

  10. 10) Is an authorized user able to conduct a Phone Replacement transaction?

    Yes, authorized users on both consumer and business accounts will be able to request and complete a Phone Replacement transaction.

  11. 11) How long does it take to receive my replacement phone by mail?

    Replacement phones will be shipped next business day for all orders placed by 4:30 p.m. CST. Saturday delivery is offered where available.

  12. 12) I never received my replacement phone. What should I do?

    Please visit a U.S. Cellular retail store or contact Customer Service at 1-888-944-9400 if you have not received your replacement phone in the mail.

  13. 13) I found the phone I lost after getting a replacement. Can I return it and receive a refund for the $100 fee?

    No, you cannot receive a refund for the $100 deductible once your replacement phone has been processed. If you find your lost phone after receiving a replacement phone, please return it to a U.S. Cellular store. A lost or stolen phone will be flagged in our system and will not be able to be reactivated on any customer account.

  14. 14) My phone is less than a year old. Is it covered under warranty?

    Phone Replacement goes beyond what is covered by the manufacturer warranty. Phones do have a one year manufacturer's warranty, although the warranty only applies to the original phone that was purchased. Once a phone has been replaced through the Phone Replacement program, it will no longer be eligible for a manufacturer's warranty.