Skip to content Skip to site navigation Skip to service navigation

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. Please inform the Mobile Agent whether the mobile number is newly assigned or if this was an upgrade to an existing number.
  3. Please provide the IMEI of the Device you wish to return. The Mobile Agent will create and provide a ServiceNow ticket number and provide a return label through the ticket to return the device. For a new mobile number, please inform the department contact to place a cancel order to cancel the mobile number to avoid continued billing. For exchange, please proceed with the next steps.
  4. Provide the Mobile Agent with the shipping address and device you wish to exchange. Please provide a contact number for communications regarding the shipping of the device.
  5. Tracking information will be provided on the ticket that was created by the mobile agent. If you prefer a direct email with the tracking information, please inform the agent before the order is placed.


  • There is a restocking fee of $50 for returns, exchanges, and devices that are opened or deemed opened by the mobile carrier. Please contact 5-HELP (650-725-4357), Opt.3 for additional questions regarding billing and fees.
  • All components must be in the original box or the full retail price of the device will be billed.
  • 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.
Last modified March 11, 2024