Legal

Shipping & Returns

Last updated: July 2026

Shipping Policy

Getting you connected quickly is our priority. Here is what you need to know about the shipment of your free government device or purchased upgrade.

Processing and Delivery Times

• Application Approval: Devices are not shipped until your Lifeline application is formally approved by the National Verifier and our carrier partner.
• Standard Shipping: Once approved, free government devices are typically shipped within 3 to 5 business days via USPS or FedEx SmartPost. Total delivery time is usually 7 to 10 business days from the date of approval.
• Store Purchases: Upgraded devices purchased from our store are typically processed within 1-2 business days and shipped via Priority Mail (3-5 days delivery).

Shipping Costs

• Free Government Devices: Standard shipping is completely free for all approved Lifeline applicants receiving a free smartphone or SIM card.
• Store Purchases: Standard shipping rates apply to devices purchased out-of-pocket, calculated at checkout.

Tracking Your Order

Once your device leaves the warehouse, you will receive an email and/or SMS text message containing your tracking number. You can also check your shipment status by logging into your account or visiting our Application Status page.

Return Policy

Our return policy depends on whether you received a free device or purchased one.

Returning a Free Government Device

If you no longer need your free government phone or wish to cancel your service, you are not strictly required to return the device. However, if the device arrives damaged or defective, you may return it within 14 days of receipt for a free replacement. Contact support to receive a prepaid return label.

Returning a Purchased Device

If you purchased an unlocked phone or tablet out-of-pocket, you have 14 days from the delivery date to return it for a refund or exchange, subject to the following conditions:

• The device must be in its original condition (no cracks, scratches, or water damage).
• All accounts (e.g., Apple ID, Google Account) must be logged out and removed, and the device factory reset.
• All original accessories, manuals, and packaging must be included.
• A restocking fee of up to may apply for open-box returns.

How to Initiate a Return or Exchange

To start a return or report a defective device, please contact customer support to obtain a Return Merchandise Authorization (RMA) number:

• Phone: +1 (600) 933-4545
• Email: support@free5gwireless.com

Note: Packages returned without a valid RMA number may experience severe delays in processing.