Metro® by T-Mobile Support and FAQs

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Frequently Asked Questions : Shopping Online

UPS typically delivers all Metro by T-Mobile packages within 5–7 business days after the order has been processed. Orders placed before 3:00 p.m. EST on a business day will normally ship the same day, or the next business day if the order is placed after 3 p.m. EST.

UPS delivers Monday through Friday. If you bought multiple items from Metro by T-Mobile, they will ship in the same shipment.

Track your order by visiting the Metro by T-Mobile order-tracking page. This page will give you your tracking number and take you to the UPS.com tracking page. You can simply check back later if a tracking number has not been assigned.

Metro by T-Mobile will also send you three emails after your online purchase to help you track the order:

  • Order received
  • Order shipped
  • Package delivered

Once you’ve established an active account, you can also track orders by signing in to My Account.

If you’re not 100% satisfied with a purchase, we offer a money-back guarantee with our MetroPROMISE®. The product must be returned by mail within 30 days if it was bought online, or returned in store within seven days if it was purchased in store. It must also meet these criteria:

  • Less than one hour of talk time on phones
  • A “like new” condition
  • Original packaging and accessories

Learn more by reading the full MetroPROMISE® Return Policy.

All online orders must be returned by mail using the prepaid return-shipping label that was included in your shipping package. There is no fee to return an item, and shipping is included when you use the provided return-shipping label.

 

 

Metro by T-Mobile wants to make sure our customers get the best deal possible, including any valid rebates associated with a purchase. That’s why we have our online Rebate Center where you can:

  • Find your rebate
  • Submit your rebate
  • Track your rebate
  • Check your rebate card balance

You can submit your rebate online through the Rebate Center, or you can print a form to mail in.

When submitting a rebate, you’ll be required to provide your device information and a picture of your barcode label and receipt.

If you need further help with a rebate, you can fill out a contact form on the Rebate Center or call 1-800-999-6389 Monday through Friday, 7:00 a.m. to 7:00 p.m. Central Time.

Metro by T-Mobile offers three options for warranty exchanges or replacements.

The first option is a free in-store exchange within 30 days of purchase. If the cell phone doesn't work properly when you receive it or stops functioning for any reason covered by the warranty, you may return it for a free warranty exchange within 30 days of purchase. Just bring your cell phone to a Metro by T-Mobile store or authorized dealer and if the problem is deemed to be in warranty, an exchange will be made. If the store doesn't have the same phone in stock, a replacement phone will be mailed by the manufacturer to the store for pick up, which can take up to three days.

The next warranty option is the $30 immediate in-store replacement. If you experience problems with the cell phone after 30 days and it's still under warranty (up to one year after purchase date), you may return it for a like-for-like warranty replacement. Just bring your cell phone to a Metro by T-Mobile Corporate store and if the problem is deemed to be in warranty, you will be given a replacement immediately if in stock. If you do not have access to a MetroPCS Corporate store, an immediate exchange will not be possible and you will need to choose a different warranty option.

The final MetroPCS warranty option is the $15 exchange. This option differs by the fact that it does not offer an immediate or same-day exchange – a replacement phone will need to be shipped to your local MetroPCS location. If you experience problems with the cell phone after 30 days and it's still under warranty (up to one year after purchase date), you may return it for a like-for-like warranty exchange. Just bring your cell phone to a Metro by T-Mobile Corporate store or select authorized dealers and if the problem is deemed to be in warranty, a replacement phone will be ordered for you, which can take up to 3­–5 days. When the replacement phone arrives at the store, it will be held seven days for you to come back to the store and make the exchange. After the seventh day, the replacement phone will be sent back. When you pick up the replacement phone, your defective device must be returned to the Metro by T-Mobile location in the same condition it was in when the replacement was ordered.

In all cases, you can also contact the cell phone manufacturer directly to arrange for a warranty exchange. Do not ship the mobile phone to Metro by T-Mobile – this will delay the exchange process.

Metro by T-Mobile Phone Exchanges

If you need to exchange your cell phone and it is covered under our warranty policy, please visit a Metro by T-Mobile store or an authorized dealer. Use our Store Locator to find the nearest service and exchange center. Every warranty option won’t be available at all locations. Warranty exchange fees are subject to change. All warranty options exclude exchanged phones that show signs of physical or liquid damage or that are no longer within the manufacturer’s warranty. Metro by T-Mobile warranty replacement phones are not guaranteed to be new, nor are you guaranteed to receive the same model or color. If the exact model is not available, replacement will be a similar kind and quality. Color, features, and accessory compatibility are not guaranteed.

Metro by T-Mobile does offer a limited warranty on all Metro by T-Mobile-branded accessories, meaning accessories with the Metro by T-Mobile logo on its packaging. The warranty is effective for one year starting on the date of the original purchase. It covers all mechanical and electrical problems, except those arising from abuse or tampering.

The defective accessory must be returned for exchange with the payment receipt to the original Metro by T-Mobile store where it was purchased. If the accessory was purchased online, it must be shipped back to Metro by T-Mobile using the return-shipping label that was included with the accessory.

If your purchase is not a Metro by T-Mobile-branded accessory, you will need to check with the product manufacturer for its own warranty policy.