Gazelle Help Center | Trade-In-Process

Sell | Trade-in Process

Follow our guide and learn our process when you trade-in your device with us!

What makes Gazelle the best of the best?

  • No contracts or strings attached
  • Fast, simple, and safe
  • Security for confident selling and buying

How does Gazelle work?

Using Gazelle is simple! We've worked hard to make Gazelle as easy as can be for you. 

  1. Find your device or model on our site. 
  2. Let us know the condition of your device. 
  3. Send us your device.
  4. Accept your trade-in!

Why should I trade-in with Gazelle?

Trading in with Gazelle is a simple process that requires minimal effort on your end!

If you’re wondering if we accept the device you’re attempting to sell, browse our inventory on our site. If you don’t see the exact device you’re trying to sell, we most likely will not be able to accept it for trade-in.

If you do find your exact device, you can begin the trade-in process! Follow these easy steps:

  1. Visit our trade-in page.
  2. Select your device type, make, model and answer a few questions about the condition of the device.
  3. An instant offer will be generated based on your answers. You can accept the offer, and a prepaid shipping label will be emailed to you to send us your device.
  4. Once we receive the device, our inspection experts will look over your device and confirm the offer.
  5. Once you accept the offer, you’ll be paid out via check, PayPal or Amazon gift card!


Is there any cost or obligation to use Gazelle?

There is no cost to setting up a Gazelle account!

At Gazelle, we strive to make things as easy and simple for our customers with incredible offerings:

  • No hidden fees
  • Our Trade In Price Promise: As long as the device you send in matches the make, model and condition provided online, we'll issue the payment amount that was presented to you.
  • Our Gazelle Offer Lock
  • Secure online shopping
  • Free instant estimates
  • Fast digital payment

Finding the model of your device:

Based on your device, you can typically find your device model by going into your device settings, and looking for "About" or "About device".

  • iPhone: Settings > General > About
  • Samsung: Settings > About Phone
  • Google Pixel: Settings > About Phone
  • MacBook: Apple Menu on the top Left > About This Mac
  • iPad: Settings > General > About

Guide to Determining the Condition of Your Item

Determining the condition of your phone is much easier than you may think. By reading through the below criteria, you can best assess the condition of the device you’re selling and make for a smoother and faster selling process!

As you follow the trade-in online process, you’ll be prompted with a few questions:

  1. Does the device power on?
    Select Yes or No

  2. Is the device fully functional and all parts of the screen light up correctly?"
    You can select “Yes” if all of these work correctly:
  • The screen provides full light and works properly
  • All exterior buttons are in working order
  • Both the front and back cameras work and provide flash
  • The microphones and speakers all work
  • If present, the headphone jack and charging port work
  • Cellular, Wi-Fi, Bluetooth and GPS are in working order
  • The touchscreen is fully functioning across the display
  • Voice commands are in working order
  • Facial recognition and fingerprint sensor both work
  • The battery health is adequate, and the device can hold a charge

  1. Are the front and back free of cracks?
    Select Yes or No

  2. What is the overall condition of the phone?
    • Damaged or broken: Major cosmetic damage includes being bent, chipped, dented or sunbleached.

    • Scratched or scuffed: There are noticeable scratches or scuffs on the front and back.

    • Lightly used: There may be a few light scuffs or scratches that are smaller than the size of a pencil eraser.

    • Flawless or like new: Looks almost new with very few minor blemishes. The best condition a used device can be in.

Need more help? Check out our in-depth video guide to help you determine the condition of your device!

Does the condition of my device affect my offer?

Yes, the condition of the device you’re selling will affect the online offer we provide. Devices with minimal cosmetic and technical damage will be offered more money while those that have more damage will be offered less money.

A benefit to selling with Gazelle is our expert inspection team. If you’re unsure on the condition of your device, our team will thoroughly analyze it once it is received. We may then provide a different offer, which you are able to accept or pass on. If you decide not to sell, we’ll send your device back to you.

Will Gazelle extend my offer date?

Gazelle provides an industry leading 30 day offer lock meaning you have 30 days from when you lock in your offer, to when you have to ship the item(s) to us. We are unable to extend any offer past the 30-day deadline.

When does my offer expire?

The value of electronics typically declines pretty quickly over time so we can only honor your offer for 30 days. If we receive your item after 30 days, we'll inspect it and let you know the current offer value. If you are not happy with the revised offer, you will have the opportunity to request that the item is returned to you.

If your offer has expired, but you would still like to sell your item to Gazelle, simply return to and go through the process again to see what your item is worth today.

How is the "Gazelle Value" offer calculated?

In order to calculate a competitive offer for your item, we have invested in tools that use data like market demand, business costs and available inventory to determine a competitive market value.

We are always happy to explain a little about how we arrive at our "Gazelle Value". Additionally, there are a few things you should consider when deciding if selling to Gazelle is the right choice for you.

Listings made easy: Taking pictures, composing descriptions, managing online accounts and postings can be a pain. With Gazelle, you just need to answer a few quick questions to receive an offer.

Competitive Pricing: Here at Gazelle, we know that determining the right asking price for your item can be difficult. In order to calculate a competitive offer for your item, we have invested in patent pending tools that use data like market demand, business costs and available inventory to determine a competitive market value.

Safe and Secure Payment: Instead of waiting to find a seller, we will pay you fast after the condition of the item has been confirmed by a quick inspection process. Simply select your preferred payment method during the checkout process.

The value we pride ourselves on more than anything is our commitment to providing you with a crazy awesome experience. Our outstanding customer service paired with our safe and simple experience has made Gazelle a Better Business Bureau approved company with an A+ rating since we began back in 2006. We remain confidently as the leader in the reCommerce industry.

We know we are not the only choice for finding new homes for used electronics, but we encourage you to try out Gazelle. We know that you will be glad you did.

How to prepare device to ship to Gazelle

To ensure the fastest possible processing and payment for your device, please review the checklist below before sending your device to Gazelle.

  1. Disable “Find my” on your device.
  2. Delete your password, passkeys, Face-ID, or Touch IDs used to authenticate access into your device.
  3. Deactivate your service. If you plan on continuing service with your carrier network, remove your SIM instead. If you are an Apple user, and plan on switching to another operating system, deactivate iMessage on your Apple device to continue to receive SMS/MMS messages on your device.
  4. Reset your device to factory settings
  5. Remove your SIM Card if applicable.

Our recommendations:

  • Save your data: Backup your photos and files. If your device has an SD card, remove it. We will remove all personal data from the device.
  • Send only the device submitted through your self-evaluation: Please do not send any extra items that you did not submit online. We cannot pay you for additional items or accessories.
  • Charge your devices: Devices received with at least a partial charge can be processed faster.
  • If you're switching from an Apple device to something else, deactivate iMessage to ensure you continue to receive message on your new phone. Tap Settings, then Messages, and move the iMessage slider to OFF.

Please note:

  • We do not accept devices that have been reported lost or stolen.
  • If your device is sent to us with a password, or Find My turned on, this will restrict our team from inspecting your device, causing delays.
  • Offers are only valid through the expiration date listed in your email. Devices shipped after this date may receive a revised offer.

How to Package Your Device For Shipment

Packing up your phone is much easier than you may anticipate! Here are some recommended steps to take as your ship your phone to Gazelle:

  1. Gather the necessary materials:
    • A sturdy cardboard box that is slightly larger than the phone.
    • Bubble wrap or packing peanuts for cushioning.
    • A small box or envelope for accessories (charger, earphones, etc.).
    • Packing tape.
    • The prepaid label we will email to you.
    • Any additional padding materials, if needed.
  1. Prepare your device:
    • Power off your device completely.
    • Remove any SIM card, memory card, or other removable accessories.
    • Clean the phone gently using a soft cloth to remove any fingerprints or smudges.
    • Consider placing the phone in a protective case or wrapping it in a soft cloth to prevent scratches during transit.
  1. Protect your device:
    • Wrap your device securely in bubble wrap, ensuring that all sides are covered.
    • If using packing peanuts, fill the bottom of the cardboard box with a layer of peanuts.
    • Place the wrapped phone in the center of the box and fill the remaining space with packing peanuts or crumpled paper to prevent movement.
  1. Seal your package:
    • Close the cardboard box securely and ensure it is properly sealed with packing tape.
    • Shake the box gently to ensure there is no movement inside. If there is, add more packing material to fill any gaps.
  1. Label your shipping box with the prepaid label we sent you, or add the packing slip we sent you, to the box we sent you.
  1. Arrange shipment:
    • Choose a reliable shipping carrier and service that meets your requirements.

Do I need to remove the SIM card from my device?

We recommend that you remove the SIM card from your phone before sending it to us. Your SIM card stores information that uniquely identifies your phone on a cellular network.

By removing your SIM card, you protect your private service-subscriber key and free your phone to be resold on the second-hand market. On most devices, the SIM card is located under the battery and can easily be ejected.

When we receive devices with SIM cards intact, we are required to destroy them in order to protect your privacy.

Learn how to Factory Reset, Remove your SIM Card or How to Disconnect Cloud Services from your devices here

What happens if Gazelle’s inspection team doesn’t agree with the condition or model I selected for my item?

Every item sent to us is hand-evaluated by a trained member of our team based on the information you provided. If our evaluation does not match up with the one you completed online, the offer may decrease or increase accordingly.

Revised Offers: 

If your offer changes for any reason, you will receive an adjustment email on the day of inspection with the new value and an explanation of any changes to your offer. If you disagree with our revised offer, we will gladly return your item to you free of charge.

Please Note: If you do not respond to our email and we do not hear back from you regarding the revised offer after 5 days, the new offer will be automatically accepted on your behalf and your revised payment will be sent to you.

If your offer is revised and you believe there has been a mistake, you can request the attention of our Inspections Manager for a closer look and re-assessment. You can submit this request by using our Ask a Question Form.


How to avoid a Revised Offer:

The best way to prevent an offer drop is by providing as accurate an initial assessment as possible. If you need assistance determining the condition of your device(s), please visit our "Determining the Condition of My Item" FAQ. It’s also very common for customers to select the wrong model on our website. If you aren’t sure the exact model you have, please contact us with your device’s serial number and ask for assistance before creating a transaction.


If Gazelle checks out my item and the offer is lowered, what can I do if I disagree?

Unsure about the offer we’ve provided after inspection? No problem. We’re here to help and make sure that you’re satisfied with your sale.

The first step you can take is to request a re-inspection through our Ask a Question form or by calling us at 1-800-Gazelle. We’ll have our Inspections Management Team take a closer look for you. Some evaluations can be edited or overturned to provide you with additional compensation. During this time, we would request that you do not Accept or Decline the revised offer, as this will cancel the re-inspection request.

After any inspection or re-inspection takes place, you’ll receive a notification email with the evaluation results. If we determine your item possesses a functional or condition rating related defect, or the item is a different model, we’ ll calculate a new offer and you will have 5 days to decide if you would like to Accept or Decline. After the 5 days passes, your device will be automatically processed under the new amount. If you Decline the offer within the 5 days, the item will be sent back to you at our cost.

The most reliable way you can manage your transactions is through the "Track My Offers" page on our site. Once logged in, you can review the status of each transaction individually and submit any decision we might need from you to proceed. If you submit a "Decline" decision, we’ll return the device to you within 3 business days. You will receive an email with a tracking number, which will allow you to prepare for the item's delivery. NOTE: Return packages are not insured against loss or theft and do not require a signature. We strongly recommend that you monitor the tracking and are present for the return delivery.

We recommend checking our "Track My Offers" page daily after you ship the package to us. The 5 days following receipt of your item are crucial, and we are dedicated to making the transaction seamless so you can get your money FAST if you choose to Accept the revised offer!


Accepted Offers

Accepted offers expire after 30 days of your initial offer date. Once Inspection is completed, and the final offer is accepted, we will proceed to finalize our process, and pay out upon completion.



Are you unsure about the initial inspection results we’ve provided? We’re here to make things as best as possible for you, which is why we offer a reinspection option.

You may opt to have your device reinspected if you are unsatisfied with the initial inspection. This can be done by contacting Customer Support IF the offer has not yet been inspected.

If Gazelle checks out my item and the offer is lowered, what can I do if I disagree?

If you disagree with the initial offer, there are a few options you may proceed with.

Your two options are either declining the offer completely and having the device sent back, OR you may request a reinspection of the device.


Once I have shipped my item, how long does it take to receive payment?

Once your item arrives at our warehouse, it typically takes about a week for payment to be issued.

  • Amazon & PayPal are the quickest ways to get paid.
  • Checks are delivered to you by USPS, so please allow an additional 7 - 10 business days for receipt.

While we understand it’s important to get paid in a timely manner, there are several factors which will impact the overall timeframe for payment:

  1. Shipping time to our facility is 3-5 business days. We’re centrally located in Louisville, KY. You can track your package by logging into the "Track My Offers" page on our site.
  2. Once we receive your device, our goal is to inspect your item and get you paid within 3-5 business days.

Once your payment is issued:

  • PayPal or Amazon is instant
  • Checks can take from 7 - 10 days to be received

The best way to prevent delays is to make sure your package is scanned at the post office or FedEx facility for proper shipping, then watch your email inbox carefully. We recommend checking your email daily to avoid any miscommunication.

PLEASE NOTE: If there is an active account on your phone it can cause significant delays as well as a possible adjustment of the amount offered. In addition to our email updates, you can also get an update on your transactions by selecting the "Track My Offers" or "Login" option at the top of our homepage.

I received an email notification saying my payment was issued but I haven't received it. What do I do?

It can take up to 10 business days (12 - 14 calendar days) from the time you mail your device to the time you receive payment. This all depends on the time of year, the payment method you requested and where you live.

After you receive notification that your device has been inspected, you can expect the following timeframes to receive payment:

Checks typically take 3 to 5 business days to arrive. This timeframe quote is provided to us by USPS. If it's been more than 14 days since you received the email notification that your check has been sent, please contact us, and we will be happy to investigate it for you. Please note that the tracking system simply provides a scan of the last United States Post Office location and will not provide a delivery date.

PayPal payments should take no longer than 24 hours to arrive. If you have not received the funds, it’s most likely due to your account not being verified or being able to accept transfers. Please contact PayPal customer support to resolve any issues with your account. You can also request a change in payment address or payment method if you are having difficulties with your PayPal account. Gift Card codes are sent via email within 24 hours of the completed inspection. These messages are sometimes filtered as spam depending on your email provider so be sure to check your spam folder as well as your inbox. If you are unable to find it, please contact us and we can provide you with the code.

Please Note: If you sent us more than one device, payments are issued per item, not per box. We do our best to consolidate payments into a lump sum, but because different items move through our evaluation process at different speeds, you may receive multiple payments if you had more than one item in your box.

Can I track my package while on its way to Gazelle?

If we provided you with a prepaid shipping label via USPS or FedEx, you could enter the tracking number on the USPS or FedEx's website.



If you do not have the carrier tracking number, you can find it as follows:

If you created an account: Log into your account on From there you will be able to find your tracking number and track your package.

First, click the "Track My Offers" link at the top right corner of your homepage. Next, click "View Details" next to the item you would like to track, then under the title "Your Box Status" you will see a Shipment Tracking Number which is linked to the carrier you selected. This will bring you to the carrier page where you can see the status of your shipment.

If you do not have an account: Contact our Customer Support team here. Our agents will request your order number, the number looks like SR123456789 and is located in the email we sent you immediately following your transaction.

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!