Staples Trade-In FAQs

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Selling My Device

Do I need to send the SIM card with my phone?

A SIM (Subscriber Identity Module) card stores your personal data such as your contacts, phone number, text messages and service-subscriber key, and is interchangeable between GSM devices. You do not have to send in your SIM card — unless you’re selling a MetroPCS phone. For all other carriers, please remove your SIM card before sending in your device, as we destroy SIM cards upon receipt to protect your private data.

On most phones, you can easily remove the SIM card by pulling off the battery cover and sliding the card from the slot.

What items can I trade in online?

We currently accept the following items for the online trade-in program:

  • iPhones
  • smartphones
  • iPads
  • tablets
  • laptops
  • eReaders
  • Macbooks

Can I trade in more than one device?

Currently, our site limits you to one device per transaction. But if you have at least 10 of the same device that you are looking to sell, please contact us here and list the following information:

  • # of devices you're looking to sell
  • carrier of each device
  • model name of each device
  • condition of each device

(Attaching a spreadsheet of this list in an email is welcome too.) One of our team members will respond to you within 2 business days on next steps. Note: If you have a wide mix of different model phones in quantities less than 10 devices each, it is best to place your order directly on our website.

How do I find the model of my phone?

Please find the brand of your phone below and follow the steps on how to locate your model number:

HTC, LG, and older Nokia phones
  1. Remove the back cover
  2. Remove the battery
  3. Your model number will be printed on the inside of the phone, usually on a white label
Nokia
  1. Type in *#0000# on your phone's keypad. The display shows your phone's model.
Nokia Lumia
  1. Go to Settings
  2. Tap About
  3. Your model name and number will be displayed in the Phone information section
Android Phones (Samsung, Motorola)
  1. Click the Menu button and select System settings
  2. Scroll down through the list toward the bottom
  3. Tap About phone
  4. Locate your model name and number in the list
BlackBerry 10
  1. Tap Settings
  2. Tap About
  3. The model information will be displayed
BlackBerry using BlackBerry 6 OS or OS7
  1. Select Options on the home screen or in the settings folder
  2. Select Device
  3. Select About Device Versions
  4. The model information will be displayed on the first line
BlackBerry using BlackBerry 4.0 or 5.0 Software
  1. Select Options
  2. Select About
  3. The model information will be displayed on the first line
iPhone

If you're selling an iPhone, you'll just need to know the series (i.e. 4, 4S, 5, 5, 5S, 5C) and capacity (i.e. 16 GB, 32, GB, 64 GB). You can find this easily by doing the following:

How to find your iPhone series:

  1. Look on the back of your iPhone to find your model number
  2. Go to the Apple Web site
  3. Locate your model number in the list and you will see the iPhone series that you have

How to find your iPhone capacity:

  1. Turn on your iPhone
  2. Go to Settings
  3. Tap General
  4. Tap About
  5. Scroll down to Capacity. The number here will never be exactly 8, 16, 32 or 64 GB due to formatting, but the capacity will be any of the above.

For example, in the image below, the capacity says 13.7 GB. Therefore, the capacity of this phone is 16 GB. This is because the number is above 8, but below 16.

It's important to make sure you know the exact model of your device so we can issue your Staples® Gift Card quickly after inspecting it.

Why can't I find my device?

It's helpful to make sure you know the correct model of your device when searching for offers. Learn more here on how to easily find your model number.

If you still don't see your device listed, it most likely means that we are no longer purchasing that particular model.

Please note that we only accept trade-ins for certain smartphones and tablets.

How do I determine the condition of my device?

Indicating the correct condition of your device on your trade-in is very important to receive your full quoted offer. The 2 conditions you can choose for your device are:

Good
  • Fully functional physically and internally
  • Minor cosmetic signs of use (i.e. light scratches)
  • No cracks, dents, missing parts
Damaged
  • Not fully functional
  • Does not turn on
  • Broken or cracked screen
  • Missing parts or buttons
  • Water damage

Note: If you describe your device as damaged, but the device we receive is cracked, bent, missing parts or has a bad ESN, your order may be subject to receiving a revised offer.

Can I trade in my device if it's broken or the screen is cracked?

Yes! You’d be surprised how much money you can make for a device even if it's damaged (i.e. water damage, cracked screen, broken power port). Think of it this way: instead of spending money on screen repair, you can earn a Staples® Gift Card by trading in your broken device. Just be sure to mark the condition of your device as Damaged when you are searching for offers.

How do I turn off Find My iPhone on my device?

If your Apple device is running on iOS7 or higher, it’s really important to quickly make sure you’ve turned off Find My iPhone (a.k.a. “Activation Lock”).

If you do not turn it off before mailing in your device, we will revise your offer price or return your device to you since we cannot inspect the device. But don’t fret! We will give you the opportunity to turn off Find My iPhone remotely even after you've mailed us your device.

How to turn off Find My iPhone on your device:
  1. Open your Settings icon on your device’s home screen:
  2. Tap iCloud in the Settings menu:
  3. If you see that Find My iPhone is turned on, tap it to turn it off:
  4. Next, you’ll see a window pop up where you'll need to enter your Apple ID password. Then, tap Turn off to confirm:
  5. You’re done! Find My iPhone is turned off and you’re ready to mail your phone to us.
Need to know how to turn off Find My iPhone remotely in iCloud? Learn more here.

This process to turn off Find My iPhone above follows Apple's best practices.

How do I turn off Find My iPhone remotely in iCloud?

If you do not turn off Find My iPhone (a.k.a. “Activation Lock”) before mailing in your device, this will prevent us from inspecting it. But don’t fret! We will contact you and give you the opportunity to turn off Find My iPhone remotely in your iCloud account after you mailed it to us.

IMPORTANT: If you don't respond to our request to unlock your phone within 7 days, we will return your device to you.

Here's how to easily turn off Find My iPhone remotely in your iCloud account:
  1. Go to https://www.icloud.com/#find and sign in to your iCloud account using your Apple ID and password. (Make sure you use the same Apple ID and password linked to the phone you mailed in to your buyer):
  2. Click All Devices
  3. Select the device you mailed to your buyer. At this point, it should say “Offline.” Click the X to turn off Find My iPhone.
  4. NOTE: If it doesn't say "Offline," you first need to do the following:
    • Click Erase device
    • Click the X to turn off the Activation Lock:
  5. A pop-up window will appear. Click Remove to confirm:
  6. You’re done!

This process to turn off Find My iPhone above follows Apple's best practices.

I forgot my Apple ID username or password. How do I reset it?

If you can't remember your Apple ID to log in to your iCloud account and turn off Find My iPhone remotely, go here to retrieve it.

If you need to reset your Apple ID password go here.

How do I prepare my Mac for trade-in?

Before you trade in your Mac, you should disable iCloud and other features on it to prevent issues during inspection when you send in your device. Also, you may want to back up your data and clear the hard drive of any files you no longer want. We’ll show you how to get your Mac ready in just a few easy steps:

  1. If you use iTunes, you'll want to deauthorize your computer.
  2. If you set up Find My Mac or any other iCloud features on the Mac you want to trade in, we recommend you do the following:
    • Back up your iCloud data following Apple's iCloud instructions.
    • Disable iCloud on the Mac with these steps:
      1. Choose Apple Menu () > System Preferences, and then click iCloud.
      2. Deselect the Find My Mac checkbox
      3. Sign out of iCloud. Once you sign out, iCloud will ask if you want to remove the data from your Mac. (Removing iCloud data this way ensures that it doesn't also remove data from your other devices that use the same account.)
      4. It is important to disable Find My Mac from the iCloud settings in your Mac's System Preferences.
  3. Back up your data with using Apple's suggested backup methods. Find backup instructions for OS X Mavericks here and Mountain Lion here.
  4. Lastly, if your OS is Mountain Lion v10.8 or later, sign out of iMessage by doing the following:
    • Go to the Messages, app and choose Preferences > Accounts.
    • Select your iMessage account, then click Sign Out.

How do I identify my laptop's processor type?

When trading in your laptop, it is important to identify the model with the correct processor type. For laptops running Windows OS, you can refer to the System Properties via the Control Panel or pressing the Windows key. There are also software programs available such as CPU-Z that you can run to identify your processor type. For Linux users, you can check the /proc file system to retrieve CPU info.

How to find processor information for Windows users

The details for your laptop's processor type is accessible via the System Properties panel in Windows. You can access System Properties in Windows in 2 ways.

Method 1:
  1. Left-click on the Window's Start menu, and click on Control Panel
  2. In the Control Panel menu, select the icon called System and select the tab General
  3. You will find your processor name, type, and speed on the General tab

Note: The steps to access System Properties vary slightly depending on your version of Windows. If you need further instructions, you can refer to this HP help article for steps for different Windows versions.

Method 2:
  1. Press the "Windows" key on your keyboard simultaneously with the "Pause" key to open the System Properties window.
How to find processor information for Linux users

Linux users can run a command directly on the terminal to find out their processor details. At the terminal, Linux users can type:

cat /proc/cpuinfo
How to find processor information for Mac users

For Mac users, you can quickly access your processor details via the About this Mac dialog.

  1. Click the Apple icon at the top left of the screen
  2. Select About this Mac
  3. In the dialog that appears, you will see Processor displayed along with Memory and OS specifications.

How do I wipe the data from my phone?

Wiping the data from your phone before mailing it is not a requirement, but it is recommended practice. Scroll through the list below to find simple data-wiping instructions for your particular phone.

iPhone
  • Click 'Settings'
  • Click 'General'
  • Click 'Reset'
  • Select 'Erase All Content and Settings'
  • If your iPhone is running on iOS7 or higher, turn off “Find My iPhone” (Activation Lock) (Learn more here)
BlackBerry
  • Start at the Home Screen, then open the ALL tray
  • Select 'Options'
  • Scroll to 'Security'
  • Click 'Security Wipe'
  • Check all boxes
  • Confirm the wipe by typing 'blackberry' at the bottom
  • Click 'Wipe'
Motorola
  • Press 'Menu' on the Home Screen
  • Select 'Settings'
  • Select 'Privacy'
  • Click 'Factory Data Reset'
  • Select 'Reset Phone', then 'Erase Everything'
Samsung
  • Open the Applications Tray, at the bottom of the screen in the middle
  • Click 'Settings'
  • Select 'Privacy'
  • Click 'Factory Data Reset'
  • Select 'Reset Phone', then 'Erase Everything'
HTC
  • Click 'Menu'
  • Select 'Settings'
  • Click 'SD & Phone Storage'
  • Click 'Factory Data Reset'
  • Select 'Reset Phone', then 'Erase Everything'

How do I wipe the data from my tablet?

Wiping the data from your tablet before mailing it is not a requirement, but it is recommended practice. Scroll through the list below to find simple data-wiping instructions for your particular tablet.

iPad
  • Make sure you back up your iPad, then click Settings
  • Click 'General'
  • Scroll down and click 'Reset'
  • Select 'Erase All Content and Settings'. You may need to enter your password, then you'll see a message stating "This will delete all media and data, and reset all settings".
  • If your iPad is running on iOS7 or higher, turn off "Find My iPad" (Activation Lock) (Learn more here)
Motorola Xoom
  • Open the Applications Tray at the top of the device
  • Touch 'Settings'
  • Select 'Backup & Reset'
  • Click 'Factory Data Reset'
  • Select 'Reset Tablet'
Kindle
  • Press the 'Menu' button
  • Click 'Settings'
  • Scroll down and click 'Registration'
  • Select 'Deregister Your Kindle' to erase all the data
Kindle Fire
  • Your kindle must be at least 40% charged. Click on the icon at the top right corner.
  • Select 'More'
  • Select 'Device'
  • Click 'Reset to Factory Defaults'
  • Click 'Erase Everything' when you are ready to wipe
Nook Tablet
  • Click the 'n' button in the bottom center of the tablet frame
  • Touch 'Settings'
  • Select 'Device Info'
  • Select 'Erase and Deregister Device'
  • When you're ready to wipe, touch 'Erase and Deregister Device'
  • Click 'Reset Nook' to confirm
Samsung Galaxy Tab
  • Open the Applications Tray
  • Click 'Settings'
  • Select 'Privacy'
  • Select 'Factory Data Reset'
  • Touch 'Reset Tablet' when you are ready to wipe

What is a bad ESN?

An ESN is an Electronic Serial Number. An ESN can also be referred to as an "MEID or "IMEI.” It is a unique identifier used by wireless carriers to connect a phone to an account. An ESN will be considered 'bad' if:

  • The phone is still active on your wireless carrier account (receiving calls and text messages, etc.)
  • The wireless account has an outstanding balance
  • The phone has been reported lost or stolen

If we receive your phone with a bad ESN due to an outstanding balance or active account, it will most likely be considered damaged, and you may be offered a lower price. So please be sure to clear your account with your carrier before mailing us your phone.

If you are unsure about your phone's ESN, please contact your wireless carrier to find out if it's clear to be activated by a new user.

Please note: Any attempt to sell a lost or stolen phone through Staples® is a violation of our Terms and Conditions.

How do I deactivate my device's service (clear the ESN)?

You'll need to contact your wireless carrier to clear any issues so that it is no longer tied to an active account (also known as having a "Bad ESN").

Your device may still be tied to an account for the following reasons:

  • The device is still active on your wireless carrier account (receiving calls and text messages, etc.)
  • The wireless account has an outstanding balance
  • The device has been reported lost or stolen

According to our Terms & Conditions, your device must be clear for activation before trading it in.

If we receive your device and find that it has an active ESN, we will contact you via email to request that you fix the issue with your wireless carrier. You'll have 5 days resolve the issue.

If you are unable to clear the issue with your wireless carrier, we will consider it damaged and offer you a lower price, which you can accept or decline. (If you decline the new offer, we'll mail your device back to you within 2 business days.)

How long is my quoted offer valid?

Offers are valid for 30 days from the day you place your trade-in order.

It's best to mail your device as soon as possible so you can get your Staples® Gift Card fast!

How can I track the status of my order?

You can track your order by going here to look up your order by order number or the email address that you used to place your order.

How will I get paid?

Your payment is issued as a Staples® Gift card that you can use online or at any Staples® store location.

What is a Staples® Gift Card?

When you trade-in your device with us, your payment is issued as a Staples® Gift Card that you can use online or at any Staples® store location.

Staples® Gift Cards never expire.

Is there an expiration date on my Staples® Gift Card?

No, our Gift Cards never expire.

What is a revised offer?

We inspect your device to make sure that the condition and model match what you described in your order. A revised offer for your device would only occur if:

  • The item we receive is in different condition than indicated in the original offer, or
  • The device we receive is a model that is worth less or more than the device indicated in the original offer
  • Find My iPhone is still active on your Apple device
  • Your device has an invalid ESN or IMEI

If you receive a revised offer, you'll have 5 days to accept or decline the new offer price.

  • If you accept the new offer, we will issue your Staples® Gift Card within 2 business days
  • If you device the new offer, we will return your device to you free of charge within 2 business days

What if I disagree with the revised offer that I was quoted for my device?

You can simply decline the revised offer if you disagree in one of two ways:

  1. By selecting accept or decline in the revised offer email we sent you
  2. By going to the Track Order page and looking up your order by order number or by the email address that you used to place your order

Once you decline the revised offer, we'll mail back your device to you free of charge within 2 business days.

Why haven't I received any email notifications about my trade-in?

We send you email notifications at every step of your trade-in. If you haven't received any emails, please check your email Spam folder, as there's a chance email notifications have gone there and wouldn't have showed in your inbox.

You can also track your order here to find out the current status of your trade-in.

Shipping My Device

How should I prepare my device before I mail it?

Please follow the checklist below so that we can inspect your device and process your Staples® Gift Card quickly:

Unlock your device (i.e. Find My iPhone/iPad or a passcode)

If you’re trading in an iPhone or iPad, please make sure to unlock the passcode, as well as turn off the Activation Lock (“Find My iPhone/iPad”). Learn more here on how to turn off the Activation lock

If you’re trading in any device that is not an Apple product, please make sure your protection lock is deactivated

Clear your account with carrier

Before mailing your device, your account with your carrier should be deactivated and any remaining balance due on the account should have been paid. This way, when we inspect your device, the ESN will be clear and you can get paid faster (What's a bad ESN?)

Only mail us your power adapter for certain devices

Please read the shipping instructions included in your shipping kit or downloadable shipping label to know if you should send us your power adapter.

Remove your SIM card

Please remove your SIM card before sending us your device, as it will be destroyed upon receipt to protect your privacy.

Save your data

To protect your privacy, we'll wipe the data as soon as we receive your device. Precious photos you couldn't live without? Make sure you back up any data on your device.

Make a note of your device's IMEI or Serial #

This is not required, but it's always good for your own reference as proof of ownership in case, for example, you forgot to deactivate your account.

Mail your device before your offer expires

Offers expire 30 days after your order date, so we should receive your device before that expiration date.

Make sure to check your email for order updates from us!

It's important that you stay updated on the progress of your trade-in. We'll email you along the way, such as when we receive your device, and issue your payment. So please make sure to check your email inbox (and Spam folder just in case).

Do I need to charge my device before I mail it out?

It's not required, but it will help your trade-in be processed faster, as we will not have to charge it when it arrives.

Contact Us

If you have a question about your trade-in order, you can track your order here.

Email: staplessupport@cloverwireless.com
Toll-free Phone Number: 855-431-3704
Available Monday - Friday
8am-7pm CST