Frequently Asked Questions
Customer Care
How do I contact Customer Service?
Wireless Advocates Customer Service is available to help you by email or phone Monday through Friday 6am - 6pm Pacific Standard Time.
- To contact us by phone: 1 (888) 369-5931 (toll-free)
- To contact us by E-Mail: CostcoOnlineSupport@wirelessadvocates.com
Pre-Sale Orders
Why is my order listed as "reserve now"?
Items listed as "reserve now" can be ordered although the item is not in stock and is a pre-sale item. Once your order is received and confirmed at our distribution center, the product will be shipped to your delivery address.
When will I receive my order?
All orders will be processed in the order in which they were received. Please refer to the expected processing date you received when placing your order. Processing time can vary from 24-48 hours.
I purchased a previous device less than 14 days ago. Can I exchange it for a Pre-Sale device?
We do not accept exchanges for items with no active inventory. "Reserve now" items do not qualify for an exchange.
Can I change my order?
If you would like to make any changes to your order please give us a call. A Customer Service representative will assist you in cancelling your order so that you can place an amended order. Orders cannot be changed once they have been submitted.
Important Information while placing your order
Can I purchase a wireless device at full retail price without signing up for or renewing a contract?
Costco currently does not sell phones at full retail price. Please contact your carrier to inquire about purchasing a phone without a contract.
The wireless device I purchased is now at a lower price, Will you refund the difference?
Our offers are updated frequently so we can provide the best value to our members. Since pricing can vary from day to day, we are unable to guarantee the length of an offer or promotion, or adjust or refund for orders already placed.
am currently on a business plan and would like to purchase an upgrade or add an additional line?
Purchasing a wireless device with a contract extension on a business account is not supported online at this time. Please call or visit the wireless kiosk in your local Costco Warehouse to inquire about business accounts.
Returns, Cancellations and Exchanges
If I do not like my phone, can I exchange my phone for another phone?
Within your 14 day carrier trial period you may exchange your purchase. To initiate the exchange please contact our Customer Service team. Please do not bring your purchase to a Costco warehouse. During the exchange process you will be charged the full retail price for your replacement phone until we receive your original purchase back. Upon receipt and processing of your original device we will refund the full price of your replacement phone.
If I do not like my phone, can I return it?
Costco's return policy for cellular phones is 90 days from date of original purchase. Within 90 days you may receive a refund on the handset itself. However, if you cancel service outside of the 14-day carrier trial period you are responsible for any applicable fees (see carrier Cancellation Policy). All phone(s) must be returned in a complete, like-new condition with all accessories, box, and instructions. Within the 90-day period a defective/non-working phone may only be exchanged for the exact same model. Costco does not sell replacements for broken or damaged phones. Phones may not be returned or exchanged for a different model. All cellular phone purchases require either a new 2-year activation agreement or a qualified upgrade.
Call or email for return authorization and a prepaid label. After receiving the label, send the item back. Upon receipt at our distribution center, you will be refunded. This process takes approximately 1-2 weeks. All merchandise including all of the components, must be returned in original, like new condition.
How do I cancel my order?
If you would like to cancel your order, please call 1 (888) 369-5931 as soon as possible. We will do everything we can to accommodate your request but cannot guarantee that we can cancel your order due to real time order processing. Once an order has entered the activation process we will be unable to cancel the order.
Payment and Shipping
How do I track the status of my order?
You can find details of all orders placed under the My Account section on our website. It's fairly simple! Click on Sign in to Your Account, and enter your username and password to view all previous orders.
What if my order is lost?
Please contact Customer Service 1 (888) 369-5931 Mon-Fri 6am - 6pm, Pacific Standard Time.
How will my order be delivered?
For residential and commercial addresses in the United States, we ship packages via Fed Ex, Monday - Friday. For APO/FPO destinations, we ship packages via USPS, Monday - Friday. If the shipping carrier attempts to deliver an order and there is no one home, the driver may leave the shipment for you. It is at the driver's discretion to leave it at the door or not. If the driver does not leave the order, a notice will be left with instructions on rescheduling your delivery or arranging to pick up your shipment at a local facility. Typically, 3 attempts will be made to deliver the package. If delivery is unsuccessful after 3 attempts, your package will be held for 5 business days and then it will be returned to the shipper.
How do I know when my order has shipped?
We will notify you via e-mail once your order has shipped with its expected arrival date.
How will I be billed?
We will bill you for any equipment related charges such as wireless devices, accessories, airtime cards, expedited shipping, and/or applicable sales tax when your order is submitted. Due to California state law, taxes are applied on the Cost of Goods sold, and not the retail or net price.
Your credit card statement will show our charges as "Wireless Advocates". The wireless carrier you selected will bill you for any plan-related charges such as your monthly plan fee.
I am tax exempt. Can I order online?
We regret that we are not able to accept tax exempt paperwork for online orders. Please visit our store, where we will be better able to assist you.
Carrier Information
Can I keep my current phone number?
Yes, as long as your account is still active with your existing carrier, you normally can keep your existing phone number. You may want to check with your carrier to ensure that you are not still under contract before porting your number over to another carrier - if you are under contract you may incur fees associated with early termination. For a quick check to see if you are eligible to port your number to another carrier, please click on the link below.
What are the Terms and Conditions of my purchase?
Your Terms and Conditions will be included in your shipment. Please follow this link to print the current Carrier Terms and Conditions.
Will I need to pay a deposit?
Unfortunately we are not able to take deposits for the carrier online. However, you can visit your local Costco Kiosk to make a purchase. The carrier's credit determination is based solely on the carrier's credit policies.
Why can I only purchase 3 lines of New Service for AT&T?
If you would like more than 3 lines, you will need to apply for additional lines of service after you receive your initial purchase.
Once you receive your initial purchase, please return to our site to place your order for additional lines. Please note: AT&T's application requirements include: an additional credit check, and may also require a minimum of 60 days service from AT&T before adding additional lines.
A minimum deposit of $445 per line may be required when adding additional line(s). If a deposit is required we invite you to visit your local Costco Warehouse to complete your purchase, as we are unable to accept deposits online.
Account Information
What do I do if I've forgotten my PIN number?
Try the last 4 digits of your social security number. If that PIN does not work, contact the carrier and have your PIN reset.
- AT&T 800-331-0500
- T-Mobile 800-866-2453
- Verizon 800-922-0204
- Sprint 1-888-211-4727
We recommend that you request the carrier reset your PIN to the last four digits of the primary account holder's social security number or a number you frequently use and can easily remember.
How much will I be charged if I cancel my wireless service?
AT&T:
AT&T gives all customers a 14 day (from date of purchase) trial period to try out the service without incurring an early termination fee. If the service is canceled after the 14 day trial period, AT&T will charge the subscriber an early termination fee per line of service as follows:
Advanced Handset: $325 Early Termination Fee (Fee will be reduced by $10 for each full month completed toward the minimum term of the contract) Note: Visit www.att.com/equipment for details on AT&T handset types.
Standard Handset: $150 Early Termination Fee (Fee will be reduced by $4 for each full month completed toward the minimum term of the contract) Note: Visit www.att.com/equipment for details on AT&T handset types.
Sprint:
Sprint gives all customers a 14 day (from date of purchase) trial period to try out the service without incurring an early termination fee. If the service is canceled after the 14 day trial period, Sprint will charge the subscriber an early termination fee per line of service. Customers will be responsible for an early termination fee of up to $350 ("ETF") for each line/number terminated early.
Verizon:
You can try out our service for 14 days. Verizon Wireless gives all customers a 14 day (from date of purchase) trial period to try out the phone and Verizon service without incurring an early termination fee. If the service is canceled after the 14 day trial period, Verizon will charge the subscriber an early termination fee per line of service as follows:
Advanced Handset: $350 Early Termination Fee (Fee will be reduced by $10 for each full month completed toward the minimum term of the contract) Note: Visit www.verizonwireless.com/advanceddevices for details on Verizon handset types.
Standard Handset: $175 Early Termination Fee (Fee will be reduced by $5 for each full month completed toward the minimum term of the contract) Note: Visit www.verizonwireless.com/advanceddevices for details on Verizon handset types.
T-Mobile:
T-Mobile gives all customers a 14 day* (from date of purchase) trial period to try out the phone and T-Mobile service without incurring an early termination fee. If the service is canceled after the 14 day trial period, T-Mobile will charge the subscriber an early termination fee per line of service as follows:
*For California customers there is 30 day (from date of purchase) trial period to try out the phone and T-Mobile service without incurring an early termination fee.
- $200.00 if service is canceled with more than 180 days remaining on the term
- $100.00 if service is canceled with 91 to 180 days remaining on the term
- $50.00 if service is canceled with 31 to 90 days remaining on the term
- $50.00 or the monthly recurring charges, whichever is less, if service is canceled within the last 30 days of the term
Based on carrier, changes and additional fees may be applied. Visit your carrier's website for details.
How long will it take to switch my phone number to a different carrier?
Transferring your existing phone number can take a few minutes or up to 24 hours. If you are transferring a landline number it may take up to 10 days to complete.
Due to this variation in processing there may be a lapse in service until the port is complete.
Can I switch to my current phone number I already have from one carrier to another carrier?
Yes, it is possible to keep the number you already have from another wireless or landline carrier
Who should I contact if I am having problems transferring my number to another carrier?
Information provided must exactly match your current service provider's records. If there is a mismatch in the data, your port will be delayed. Things like misspelled names, incorrect billing addresses, and incomplete information can delay your transfer. If we experience a problem during the number transfer process we will provide you with a temporary number and send an email to the email address provided with instructions on how you can complete the porting process.
What is port eligibility?
Port eligibility is the process of verifying that the number requested for porting is local to the service area where the port is to occur, and confirming that the carrier has both a license and coverage in the specified service area. If eligible, you may be able to transfer your existing phone number to the carrier of your choice.
How can I verify my existing account information?
Refer to a recent bill or call your current service provider to verify your information. This is especially important if you have a PIN or password on your account that you can't remember.
Do I need to cancel my current service?
No. The number must be in active service in order to be transferred. Your old service will be canceled automatically as part of the port process.
Where do I register for an account?
You can register or login by going to the "My Account" section of the website, and entering your password and account name.
What if I forget my password?
If you have forgotten the password to your account, but you still have the e-mail address that you created the account with, then you can reset your password here.