Gazelle Help Center | General

Buy | General

View our Frequently Asked Questions about Gazelle

Why should I choose Gazelle?

We understand that our customers put a lot of trust in us when they trade in their electronics, and we take that responsibility very seriously. We're proud of the good reputation we've earned since we started the business in 2006.

 

What is "Gazelle Certified"?

All Gazelle Store products are pre-owned devices that go through a certification process.

The Gazelle Certification process includes a rigorous inspection process involving a 55-point functional and cosmetic inspection. This ensures that the devices you order are in accurate cosmetic condition and perfect working order. Additionally, all devices are reset to factory settings prior to shipment.


What is a refurbished device?

The definition of refurbished is "made to look new again by work such as painting, repairing, and cleaning:" 

Source
All Gazelle Store products are pre-owned devices that go through a rigorous inspection process involving a 55-point functional and cosmetic inspection.

WarrantyLife

Gazelle offers accidental and mechanical breakdown warranty through WarrantyLife. Warranties can be added to eligible items before checkout. Filing a damage claim is easy, just head to https://www.warrantylife.com/claims

 

Device Protection offered by WarrantyLife

  • 1 year coverage for accidents (drops, spilled liquid, and broken parts)
  • 1 year coverage for mechanical breakdowns (i.e., issues with internal components, no power, malfunctions with the battery and more)

Benefits Include:

  • Accidental Damage Protection starts when your device is in your hands
  • Quick and easy online claims process with fast repairs
  • 100% parts and labor with $50 deductible for all claims
  • Risk-free cancelation at any time with full refund in first 30 days
  • This plan can only be purchased at checkout
  • Terms and Conditions apply

 

Frequently Asked Questions:

What does the Accidental Damage part cover? 

Any damage due to drops or water damage would be covered under this program from the date of purchase. So as soon as the plans are activated to Warranty Life, it’s covered.

 

What is the 30 day wait period? 

The 30 day wait period is for mechanical issues only. This basically means anything that goes wrong with the device that does NOT have to do with accidents. Think of it like a manufacturer’s warranty, if the device arrives and doesn’t work, or parts of it do not work within the first 30 days, Warranty Life will not take responsibility.

 

What if there is an issue in the 30 day wait period? 

Gazelle will take responsibility for this under the 30-day return policy.

 

What does a customer get from Warranty Life upon purchase? 

When a purchase is made, Warranty Life will generate a Registration Code at the time of sale and communicate that to Gazelle. The code is communicated in real time and is provided to the customer by Gazelle. This code should be kept in case a claim needs to be made.

 

Does Warranty Life communicate with the customer at the time of purchase? 

Yes, when a purchase is made, Warranty Life will send them a confirmation email on shipment that their device is covered, when the start and end date are, and a link to a free Warranty Life account where they can view their product and make claims if required. Customers can choose to activate their account, but it is not mandatory.

 

What happens if a customer has a claim? 

Send them to https://www.warrantylife.com/claims. We try to drive claims via our online system. What is the $50 deductible? The $50 deductible is paid by the customer anytime there is a claim whether due to an accident or mechanical issues.

 

How much will the plan pay out? 

The plan will only ever pay out up to the amount the customer paid for the device. For example, if an iPhone 7 was purchased for $400, that would be the amount we would pay up to. This could cover 4 repairs at $100. The $50 deductible does not eat into that $400 obligation.

 

How do previous repairs impact a future repair or replacement amount? 

If a customer’s device is purchased at $400, and they have had a previous repair at $100, there would be $300 remaining on the “balance”. If the device had to be replaced and it was valued at $400 replacement, we would only contribute $300 towards that, the customer would make up the rest.

 

How long does it take to get approval for a claim? 

If the customer has all their information and responds quickly…it can be done in a day. Warranty Life will be moving to an automated self-serve system which we hope to launch in April 2018. If they have the Registration Code, this will help facilitate things. If they do not have it handy, we look them up by email used during the Gazelle purchase.

 

Where will customers get their device fixed and how does this process work? 

After a claim is approved, customers can go to anyone of our Warranty Life authorized partners or any other location. If they go to an authorized partner, Warranty Life will pay the servicer direct for the repair. The customer will only have to pay the $50 deductible. If the customer goes into a service shop not associated with Warranty Life , Warranty Life will reimburse them for their repair less $50 deductible via PayPal or check.

 

What happens if the device needs to be replaced? 

If the device is determined to be not repairable…we will arrange to get it back to our logistics. The customer will be responsible to send it back to us. We would then reimburse them for the device or provide a replacement device of like or equal quality. We would not ship the replacement or provide reimbursement until the device is received. The customer could decide to buy a device ahead of time and get reimbursed later.

 

How much will you reimburse? 

If we end up not replacing the device, we will pay based on market value based on what Gazelle is currently selling the equivalent make and model.

 

What if the customer moves out of country? 

The repair program is valid only in the USA.

What products are sold on the Gazelle Store?

Gazelle has a variety of Cell Phones, Tablets, and Laptops available for you to purchase at any time!

We stock iPhone, Samsung Galaxy, Google and iPad devices.

We support all major carriers such as Unlocked, AT&T, T-Mobile, and Verizon.


How can I find out when an item is back in stock?

When browsing through our store, you may sign up for email notifications for any product that is currently out of stock. Simply submit your email address on the product page you wish to receive notifications about. The form should look similar to below.

What device conditions does Gazelle sell?

We use the terms Excellent, Good, and Fair to describe only the cosmetic condition of the devices we sell. Regardless of cosmetic condition, all Gazelle Certified devices are guaranteed to be 100% perfectly functional.

 

Excellent:

The best condition Gazelle has to offer. The screen and body of these devices are in excellent condition.

Good:

The screens of these devices are in very good condition. There are light scuffs or nicks that do not affect the functionality of the phone.

 

Fair:

The screens of these devices are in good condition. There is some wear and tear that does not affect the functionality of the phone. These devices have been priced at the lowest amount to help you save money on a phone in great working order.


Does Gazelle download any software or apps on sold devices?

After our detailed inspection of all of the devices we receive, we reset all devices back to the original factory settings.

The only program that we install is the operating system.

Please note that the listing will indicate the OS version, but may not have the specific version number. Items are prepackaged prior to shipping therefore, we cannot confirm the exact version number, and no other programs that may be indicated on the manufacturers listing are guaranteed to be installed.

What carrier is compatible with my SIM card?

To check your current device:

  • iPhone or iPad: Go to Settings > General > About > Carrier.
  • Samsung: Go to Settings > About Phone > Status Information > Sim Card Status.
  • Google Pixel: Go to Settings > Network & Internet > Mobile Network

 

Are there any carrier restrictions when purchasing a device from Gazelle? 

There are no strings attached when you purchase a device from Gazelle. No contract extensions, no hidden fees, and no requirement to stay with or switch to a new carrier - just straightforward pricing based on the value of the device. We carry devices for major carriers as well as unlocked phones, which can be used with multiple major carriers and smaller carriers/MVNOs.

 

Is your phone compatible with my carrier?

We offer a large variety of both carrier-compatible and unlocked devices. Please note that it’s important to choose your specific carrier when purchasing a Gazelle certified preowned device, as we can only guarantee it to work with the selected carrier. For example, we can only guarantee that a Gazelle certified AT&T device can be activated on AT&T; we cannot guarantee that it can be activated on any other carrier, and we cannot guarantee that it can be unlocked.

We can also only guarantee that your Gazelle certified preowned device will work domestically within the United States. We cannot guarantee that it will work internationally.

Our unlocked devices are generally GSM & CDMA compatible and will work on all major US carriers (Verizon, AT&T, Sprint, T-Mobile) and most MVNOs. Unlocked devices may not work in non-LTE coverage areas. For international travelers: Unlocked phones will work on most international GSM networks, but may have limited access, depending on carrier.

 

What is an eSIM or SIM card?

SIM is short for Subscriber Identity Module, a unique identifier inside every cellular device that enables wireless service providers to know the user's assigned phone number. The SIM card stores your personal data and may be removable, depending on the device. The “e” in eSIM means embedded. An eSIM card is hardwired into the phone itself. Because of its advantages, eSIM cards are replacing nano cards in newer cell phone models. - fcc.gov

A SIM does not store app or media.

 

Can I use an eSIM for my device?

Device that use eSIMs:

  • iPhone XR and newer
  • iPad Pro 11" (1st Gen or later)
  • iPad Pro 12.9" (3rd Gen or later)
  • iPad Air (3rd Gen or later)
  • iPad (7th Gen or later)
  • iPad mini (5th Gen or later)
  • Samsung Galaxy S20 and newer
  • Google Pixel 2 and newer

 

Will a 4G SIM card work in a 5G SIM Device?

Most carrier networks recommend receiving a new SIM card from your carrier network for your device, to receive their full network experience.

Some 4G SIM cards may work with 5G devices, but we recommend following best practices, and replacing your current SIM card with a new one when activating your new device.

If you are switching carriers, you will need a new SIM card.

Need more help?

Send us an email and we will respond to you as soon as we can!

Need more help?

Send us an email and we will respond to you as soon as we can!