Frequently Asked Questions (FAQs)

How does it work?
Find the device that you want to sell, select it, and choose the condition of it to receive an offer. Complete the checkout process and you’ll receive your free shipping label. We’ll inspect the item when we receive it and can issue payments by either standard check or PayPal. If the condition of the item you sent does not match the description/condition you have chosen, we may counter offer the value or simply return the item back to you.
How long is the quote guarantee?
Quotes are good for 30 days from the checkout date. If you’ve missed the 30 day window and placed an additional order, please use the packaging materials that were given for the first order. Most all electronic devices depreciate in value over time so we encourage customers to trade in as quickly as possible.
I can’t find the model that I want to trade in on your site. What do I do?
Please contact us at support@ePelican.com with your model name and condition for us to evaluate.
What does ePelican.com do with all devices traded in?
Our goal is to give a longer life to these devices by refurbishing them and redistributing them to our partners in the USA & overseas. A lot of international markets have high demand for devices that are deemed outdated in the US market. All devices that are not able to refurbished and resold will be recycled with our recycling partners to ensure they are safely disposed.
Do I have to send accessories with the device?
The only accessory we require is with Apple Watch trade-ins. We do require the Apple Watch charger, otherwise we’ll counter offer $30 off your original order. For all other products, we do not require sending us the accessories.
Which shipping method is available?
We have strong partnership with UPS and USPS. For orders that have offers of under $50, you will only be able to receive a prepaid shipping label from UPS. For orders that have offers of $50 and above, you will have the option to have a box and prepaid label sent to you through USPS, or to simply have a UPS return label emailed to you.
What’s the best way to pack the device safely for shipping?
You need to make sure the device is not moving around inside the box, so make sure to use a lot of bubble wraps, newspapers, or other packing materials. If you are not sure, please take it to UPS or USPS and they can help you to pack them professionally. We are not responsible for devices damaged during shipment. Please please make sure they are packaged nicely.
How long does it take to receive payment?
Depending on where you shipped the device from, it can take 2-7 business days for the shipment to arrive at our processing center. From the time we receive the shipment, it takes about 3-5 business days before we issue the payment. PayPal payments are instantly issued but checks may take 3-5 business days to arrive. You are able to track the status by logging into your account page at any given time.
Condition Guide

We have broken down to 3 simple conditions.

Excellent

-100% functional.

-Absolutely no scratches or cosmetic flaws.

-Looks like brand new.

Good

-100% functional.

-Shows minor usage.

-No cracks or missing any components like home/volume buttons.

-Still in normal and good cosmetic condition.

Broken

-Non functional, missing buttons, still able to turn on.

-Heavy signs of use including scratches, dings & cracks.

-Cracked LCD or Glass or charging ports.

How do I deactivate my services?
You must contact your service provider to deactivate your services in order for us to process your device. ESN (Electronic Serial Number) can be active for various reasons such as if the account associated with the device has an outstanding balance or device was reported lost or stolen. Please ensure to clear all outstanding issues with the service provider before sending us the device. When we receive the item with service is still activated, we will notify you via email and hold it for 7 business days. If we do not hear back from you after 7 days, we will ship the device back to you.
How to deactivate Find My Phone?

You must deactivate the Find My Phone feature on all Apple products before shipping the device to us. Here are step by step instructions on how to deactivate Find My IPhone.

  1. Go to SETTING

  2. Select "iCloud" in the Setting Menu

  3. If Find my IPhone is ON (Green color slider), slide the tap to other side to disable. - Enter your iCloud password if prompted and select Turn Off and confirm.
Does ePelican accepts water damaged phones in working condition?

Many water damaged phones still look like they function 100% but all phones have a water damage indicator (sticker with colors on the phone & battery). We will not be able to buy back any phone with water damage.

What do I do when I do not agree with the counter offer?

After our inspection, we may counter offer a lower value for your item if the condition does not meet the declared condition at checkout. You have 7 days to make a decision on if you want to accept or decline our new offer. If you do not respond in 7 days, we will assume that you are accepting our offer and payment will be processed. If you decide that you want to decline the offer, we will process the return shipping within 3 business days and send it back to you with tracking number at our cost. For more How-To's, visit our blog


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