You have 30 days, from the date of shipment, to exchange or return your mobile device (restocking fee may apply).
- Contact the Stanford University Mobile Support Desk to request a device return or exchange.
For Stanford University & Stanford Children's Health
Call 5-Help (650-725-4357) option 2, option 1
For Stanford Health Care
Call 4-Help (650-724-4357) option 4
The return and exchange must be processed simultaneously. While you are on the phone processing the return, it is imperative that you process the exchange at the same time.
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If you have purchased AppleCare+ through OrderIT you must return/exchange at this time. AppleCare+ Protection is not transferrable and must be repurchased for the new device.
You will need to provide a serial number or IMEI of the device being returned.
Please tell the agent to "reset the eligibility" and to confirm that the replacement/exchanged device is at the lowest eligibility pricing.You will need to confirm that the carrier has the correct shipping address.
- Outlined below is how the user will receive their return kit (label).
- AT&T: Email from AT&T with return label.
- Sprint: Return kit (package + UPS shipping label) will be sent by Sprint through USPS.
- Verizon: A return shipping label is included in the box of all orders. If the label was discarded, please contact the mobile support team (phone numbers listed above) and request a new shipping label.
- When sending a device back please make a copy of the return label to keep as a tracking document in case needed.
Credits will appear on your account within 30-60 days after the device is received by the carrier.