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How to Exchange or Return a Mobile Device

You have 30 days, from the date of shipment, to exchange or return your mobile device (restocking fee may apply).

  1. Contact the Stanford University Mobile Support Desk to request a device return or exchange.
    • Stanford University & Stanford Children’s Health: 5-HELP (650-725-4357), option 3
    • Stanford Health Care: Call 4-HELP (650-724-4357), option 4
  2. 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.
  3. 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.
  4. 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.
  5. 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.
  1. When sending a device back please make a copy of the return label to keep as a tracking document in case needed.
  2. Credits will appear on your account within 30-60 days after the device is received by the carrier.
Last modified June 12, 2017