Frequently Asked Questions - Your Queries Answered
Q: Does getting a quote cost anything?
A: No. The quote is free, and you only commit once you submit and ship your device.
Q: How long is my quote valid?
A: 14 days from the day you submit. Please ship your device within that window.
Q: Can I sell more than one device at once?
A: Yes. After pricing a device, choose Accept & Add Another Device to add it to the same trade-in. Everything ships together and is paid out together.
Q: I have a lot of devices. Is there a bulk option?
A: Yes. Businesses and bulk sellers get itemized pricing through our sales team. Start at Vente en gros, email hello@need-a-phone.ca, or call (888) 661-7974.
Q: Do you buy cracked or broken phones?
A: Yes. Choose Brûlé, Minor Issue, or Défectueuse pour voir votre prix.
Q: How do I check my battery health?
A: On iPhone, go to Settings → Battery → Battery Health. On Android, the location varies by model. Recent Samsung Galaxy models show it under Settings → Battery → Battery information.
Q: What if my device arrives in a different condition than I selected?
A: We email you a revised offer. You can accept it and get paid, or decline, and we ship your device back free of charge.
Q: Do I need to erase my device?
A: Yes. Please send your device already erased, with all accounts removed.
- iPhone / iPad: Go to Settings → [your name] → Sign Out to turn off Find My. Then go to Settings → General → Transfer or Reset → Erase All Content and Settings.
- Samsung / Pixel / Android: Remove your Google account—and Samsung account, if applicable—under Settings → Accounts, then run a factory reset.
- Retirez votre carte SIM ou supprimez votre eSIM.
Q: What if my device is iCloud/Google locked, financed, or blacklisted?
A: We can’t accept it. We’ll let you know and ship it back free of charge. Remove the lock or pay off the device with your carrier before selling.
Q: Does my phone need to be unlocked from my carrier?
A: Yes. Every grade requires the device to be unlocked and working with all Canadian carriers.
Q: How do I get my shipping label?
A: A free, prepaid Canada Post label is emailed to you right after you submit your trade-in. Print it, attach it to your package, and drop it off at any Canada Post location.
Q: How should I pack my device?
A: Use a sturdy box or padded envelope and add padding so the device can’t move around. Include only the devices in your trade-in.
Q: Can I track my package?
A: Yes. Your Canada Post label comes with a tracking number.
Q: How will I be paid?
A: By Interac e-Transfer or PayPal. You choose at checkout and enter the email address the payment should go to.
Q: How fast will I be paid?
A: Within 24 hours of your device arriving and passing inspection.
Q: Will I get the full quoted amount?
A: Yes, if the device matches the condition you selected. If it doesn’t, you get a revised offer to accept or decline. See Condition grades.
Q: Can I drop off my device instead of shipping it?
A: Yes. Walk in to Unit LL-01, 301 Nassau Street N, Winnipeg, MB R3L 2J5, Monday to Saturday, 12–5 PM. Aucun rendez-vous nécessaire. Nous inspectons votre appareil pendant que vous attendez et vous payons sur place.
Q: Do I need to bring ID?
A: No. Just bring your device, erased and signed out of all accounts. Get your online quote first so you know your price before you arrive.