Shipping Warranty & Return Policy

AirVoice Wireless provides domestic shipping throughout the United States and its territories in accordance with the terms outlined below. All shipping options, timelines, and conditions are subject to change without prior notice.
A. Shipping Options
AirVoice Wireless typically ships orders via FedEx 2-Day Shipping for regular orders. However, for certain orders (e.g., trial orders, warranty claims, or return orders) or specific delivery locations, alternative shipping methods may be used. The available shipping options will be presented during the checkout process, based on the type of order and delivery address.

For FedEx 2-Day Shipping, please note that the delivery timeline is based on 'business days' and excludes weekends and holidays. Delivery timelines are estimates and do not account for processing and fulfillment time. All delivery estimates are subject to factors such as weather, carrier delays, or increased shipping volume.

AirVoice Wireless aims to ship and deliver orders promptly; however, delivery timelines are estimates and not guaranteed. Your plan or service will begin on the date of purchase, not the date of delivery. In the event of delays outside of AirVoice Wireless’s reasonable control—including but not limited to carrier delays, weather disruptions, natural disasters, or other unforeseen circumstances, no refund, credit, or billing cycle extension will be provided.

B. Shipment Tracking
Once the order has been dispatched to the shipping carrier, the customer will receive tracking information through email and/or SMS. Customers may also check their tracking details directly by logging into their AirVoice Wireless account. For assistance, please contact our Customer Support Team.

AirVoice Wireless is not responsible for packages once they have been marked as 'Delivered' by the shipping carrier. This includes any incidents of loss, theft, or damage that may occur after the package has been left at the doorstep, mailbox, porch, or other delivery location.

C. Shipping Address Change
If the order has not yet been shipped, customers may update their mailing address by logging into their AirVoice Wireless account. If assistance is needed, they may also contact Customer Support before the order is processed. We accept updating your address and processing a reprinting of the shipping label. Once the new address is confirmed, we will make the necessary changes before the package is dispatched. To do this, please contact our support team immediately after placing the order.

Once a package has been transferred to the shipping carrier, changes to the shipping address for that specific order are no longer permitted. Any modifications to the shipping address will apply only to future orders. Customers may attempt to request a delivery redirection or a hold-for-pickup at a nearby post office or shipping center by contacting the carrier directly. Such services are subject to the carrier’s terms and conditions and are not guaranteed. AirVoice Wireless is not responsible for the outcome of these requests.

If a package is undeliverable and returned to AirVoice Wireless, AirVoice will notify the customer and may re-ship the order to the corrected address. Additional shipping fees may apply.

D. Battery Charge Level for Shipped Devices
For transport safety, devices with lithium-ion batteries are shipped and must be returned with a limited battery charge—typically at 30% state-of-charge or an indicated capacity of 25%. This limits fire risk during transport and does not reflect device performance. Please fully charge your device before first use.

E. Customer Responsibilities
To support timely processing and successful delivery, customers are responsible for providing accurate and complete shipping information, monitoring order status and tracking updates via SMS or email and being available to receive the package or coordinate with the carrier as needed.
Customers must report any delivery issues or delays to AirVoice Wireless Customer Support within a reasonable timeframe and retain all packaging, shipping documents, and tracking details in the event a return, exchange, or claim is required.
Failure to comply with the responsibilities outlined above may result in delivery delays, returned or lost packages, or ineligibility for complimentary re-shipment or refund.

The table below provides a quick reference to our return, warranty, and exchange timeframes, eligibility, and conditions. Please review the detailed terms following the table for complete requirements and processes:

A. General Return Conditions
AirVoice Wireless accepts returns under the following conditions:

• Defective Products: If the product is found to be defective upon delivery or within the applicable warranty period, it may be returned for repair, replacement, or refund as outlined in our Warranty Policy.
• Non-Defective Products: If you are not satisfied with the product and it is not defective, you may return it within 7 calendar days from the date of delivery. In cases where the customer changes their mind and requests to return the device while it is in transit, we are unable to hold the package. The customer must accept delivery of the product and then proceed with the return process in accordance with our policy. To qualify for a return, the product must meet the following conditions:
  • The product is in its original, unused condition (i.e., not opened or used) and in the original packaging.
  • All literature, accessories, instructions, and warranty cards are included with the product.
  • The device is in ‘Like-New Condition’, showing no signs of use and has less than 25 minutes of total talk time.
  • The product was purchased directly from AirVoice Wireless.
  For all return requests, please contact AirVoice Customer Support at (888) 944-2355 or (707) 289-2355, or visit our Contact Us page. Our team will assist you and provide a return label if applicable.

B. Return Shipping & Responsibility

• For non-defective items, customers are responsible for the return shipping fees. We recommend using a trackable or insured shipping service to protect the product during transit.
• If AirVoice determines that the returned product is defective or incorrect or covered under our Warranty policy, AirVoice will cover the return shipping costs. A return label will be provided upon contacting Customer Support.

C. Return Processing and Evaluation
Before returning any product, ensure the following:

• For online returns, you may be required to provide supporting photographic evidence to assist with the evaluation. Our Customer Service team will assess the issue and determine the best resolution.
• For in-store device returns originally picked up at the store, the product may be evaluated on-site; however, certain cases may require the device to be sent for further assessment.
• To process your return, you must provide valid proof of purchase, such as an invoice or receipt. In addition, you must also provide proof of the device’s condition (e.g., photos or videos clearly showing the device’s physical state). Failure to provide proof may result in the return being rejected.

Once we receive the returned product, it will be evaluated as follows:

• Non-Defective Returns (Refund): If the product is not defective and is returned within the specified return period, we will process a refund to the original payment method, provided the product is in original, unused condition, with no signs of use, and includes all original packaging, accessories, and documentation.
  • The product must be in its original, unused condition, with no signs of use, and include all original packaging, accessories (e.g., charger, cables, manuals), and documentation.
  • If the product is returned for reasons other than defect, and meets the return conditions, a refund will be issued to the original payment method.
• Warranty Returns (Repair, Replacement, or Refund): For devices returned under warranty, we will evaluate the return based on the Warranty Policy (Section 3). The device must be in its original condition with all accompanying accessories (e.g., charger, cables, manuals) and show no signs of misuse, abuse, or unauthorized modifications. Devices with physical damage (e.g., liquid damage, cracked screens) that void the warranty will not be repaired or replaced and will be returned to the customer at their expense. Based on the evaluation, we will either repair the device if feasible, replace it if repair is not possible and the warranty applies, or issue a refund if neither repair nor replacement is feasible.

D. Exclusions, Non-Returnable Items & Important Information

• Products with visible damage (e.g., cracked screens, liquid damage, or unauthorized modifications) or those that violate our Acceptable Use Policy will not be accepted for return.
• Returns missing essential accessories (e.g., charger, cables, manuals) may incur a fee or be rejected.

E. Important Return Instructions:

• Please ensure that all passcodes and personal data are removed, and the device is reset to factory settings before returning it. Failure to do so may delay or prevent your return.
• AirVoice is not responsible for lost data or downtime during the return, repair, or replacement process. It is the customer's responsibility to back up all data before returning the device.

A. General Disclaimer
Except for the limited warranty described below, and to the extent permitted by law, the services and devices are provided on an "as is" and "with all faults" basis and without warranties of any kind. We make no representations or warranties, express or implied, including any implied warranty of merchantability or fitness for a particular purpose concerning your service or your device. We cannot promise uninterrupted or error-free service and do not authorize anyone to make any warranties on our behalf. We do not guarantee that your communications will be private or secure; it is illegal for unauthorized people to intercept your communications, but such interceptions can occur.

B. Warranty Timeframe
The warranty coverage varies based on the type of device purchased:

• Brand-New Devices: Covered by a 1-year manufacturer warranty, commencing from the date of delivery.
• Certified Pre-Owned Devices (Refurbished): Covered by a 60-day warranty, commencing from the date of delivery.

C. Damage or Defect Upon Delivery
If your device arrives with significant physically damaged or is non-functional at the time of delivery—including but not limited to:

• Cracked or shattered screen
• Non-responsive touch screen or buttons
• Device not powering on (dead on arrival/DOA)
• Visible damage to the frame or internal display (e.g., screen bleeding, separation)
• Loose or broken components affecting usability

You must report such issues to AirVoice Wireless within forty-eight (48) hours of the delivery date. Reports must be submitted to Customer Support and include clear photographic evidence of the damage and packaging. Failure to report delivery-related damage within this timeframe may result in denial of warranty coverage or replacement.

Defects or issues not immediately visible or detectable at the time of delivery—such as performance problems, charging issues, or audio malfunctions—may still qualify for warranty service if reported within the applicable warranty period as specified in section B.

D. Warranty Coverage and Exclusions
This warranty covers defects in materials or workmanship under normal use. Examples of issues covered include software malfunctions, camera defects, unresponsive buttons, and dead pixels. However, the warranty does not cover:

• Accidental damage, such as cracked screens or liquid damage.
• Normal wear and tear, including battery degradation, scratches, or minor cosmetic damage.
• Damage caused by third-party apps or unauthorized modifications, such as "rooting" or "jailbreaking" the device.

E. Warranty Claim Process
To initiate a warranty claim, please contact AirVoice Wireless Customer Support at (888) 944-2355 or (707) 289-2355. The device will be inspected upon receipt, and based on the evaluation:

• Repair: If the device is repairable and meets warranty conditions, it will be repaired and returned to the customer.
• Replacement: If the device cannot be repaired but is still under warranty, a replacement device of similar functionality will be provided.
• Refund: If neither repair nor replacement is possible, a refund may be issued in accordance with the warranty terms.

F. Warranty Rejection Conditions
Warranty claims may be rejected if:

• The device is not properly reset, including failure to remove passcodes, account links, or personal data.
• The device is returned improperly packaged, causing potential damage during transit.
• The device exhibits misuse, abuse, or physical damage beyond normal wear and tear, including any unauthorized modifications.
• The device is not returned with the required accessories (e.g., charger, cables, manuals).

Additionally, devices returned without the warranty shipping label or packing slip will be rejected.

G. Exclusions
AirVoice Wireless is not responsible for any lost data, or any downtime incurred while the device is being processed for warranty. We strongly advise customers to back up all data regularly, as AirVoice assumes no responsibility for data loss during the warranty process. Furthermore, AirVoice is not liable for any consequential damages resulting from the loss or use of the device, including lost data or time without a device.