Frequently Asked Questions
Common Phone Questions
What is HSDPA+ vs 4G? How come it doesn’t say 4G on my unlocked phone?

4G is the terminology used, and marketed, in the US for faster data speeds. HSDPA+ is the actual specification used by the manufacturer for the speeds that are equivalent to 4G. The factory unlocked GSM & CDMA phones that are available for purchase do not display a 4G symbol on the phone itself; instead it is an H+ symbol.


What is GSM, CDMA and what is the difference?

GSM (Global System Mobile) and CDMA (Code Division Multiple Access) are the 2 major radio systems used in cell phones. Each network carrier has different cell towers set up for one of the two radio systems. In the United States, the more popular GSM networks are AT&T and T-Mobile. Popular CDMA networks are Verizon & Sprint. GSM is more popular as an international phone as most countries outside of the US use GSM radio systems. The United States hold more CDMA networks than around the world. It is best to choose what is right for your use as an international user or if you prefer one network over the other.


What is regionally locked? Does my phone work internationally?

In order to prevent international supply issues, Samsung has enabled a region locking system. Region locking restricts phones from being activated (switched on and gone through initial phone setup) in a country that the phone was not intended to originally be sold in. The phone is still an unlocked phone that can be used anywhere in the world, but the original SIM card used when first booting up the phone must be a SIM card which is made for that specific region. All phones sold are "Americas" phones and must be initially powered on with an Americas region (North, South, Central Americas and the Caribbean) SIM card. After using an Americas SIM card for a talk time minimum of 5 minutes, incoming or outgoing, you can use any SIM card from any region in the world.


What does International Model mean?

Samsung manufacturers phones all across the world, however factory unlocked phones are not produced in the United States because of contract limitations with mobile phone carriers in the USA. Factory unlocked phones by Samsung can only come from other countries and therefor are labeled "International Model".


What warranty comes with International Model phones?

Unless otherwise specified, International Model phones will not come with a warranty from the manufacturer that can be serviced in the United States. International Models can only be serviced in the phones country of original from Samsung factory. In order to best protect yourself, we recommend purchasing a warranty at the time of purchase, which can be selected during the checkout process.

Live Customer Support
Our hours of operation are Monday thru Friday from 8:00am to 6:00pm Eastern Time and our after hours sales team is available 24 hours a day, 7 days a week. Whether it’s placing an order or answering questions that may help in your purchasing decisions, our specialists are ready to assist you. You can also contact us via email.
Billing Information
  • Billing Address (Name, Address, Phone Number, and E-mail)
  • Shipping Address (Name, Address, Phone Number, and E-mail)
  • Billing Information (Name on Card, Card Number, Card Type, and Expiration Date)

This information is used ONLY for the purpose of processing your order. The shipping address is required in order to ship your order; the e-mail address is used to send your receipt and tracking information; the billing address is needed to verify the identity of the cardholder; and the phone number is neccessary so that we can call you if there's a problem with your order.
Forms of Payment
For online orders via our shopping cart we accept Visa, MasterCard, American Express and Discover. We also accept checks and money orders. Mail your check or money order along with a detailed letter listing the items you would like and the shipping destination.
Shipping and Handling
We offer free ground shipping on all orders within the continental United States. We do not offer free ground shipping to Hawaii and Alaska since this method is not provided by our carriers. For expedited shipping rates please proceed to our shopping cart where you can submit your Name and Address for an instant shipping quote on 3-Day, 2nd Day Air, and Next Day Air.

Please note that delivery time is subject to the ability of our couriers (UPS, FedEx, and USPS) to fulfill their delivery schedule. FactoryOutletStore is not liable for packages that weren't delivered on time because of mishaps or unavoidable delays by our couriers.

Note: You DO NOT have to submit your credit card information or make any commitment before seeing and agreeing to your shipping charges.

Note: Any changes made to the delivery addresses after shipment will result in a $13 Correction Fee. If the correction will result in the package going to a different State .. customer will be responsible for the Correction Fee plus the cost of Shipping.
Processing Your Order
All orders are processed and shipped within 1-3 business days. In case the product you selected is on backorder, you will receive immediate notification and be given the choice to remain on backorder, substitute the backordered item for another item or cancel the order. All orders go through an address verification system in order to protect our customers and the company against fraud. Therefore, we reserve the right to cancel any orders that are suspected of being under fraudulent activity.
Return Policy
If you are unhappy with your purchase you may return your item within 15 days for an Exchange or Credit. All returns must be authorized by FactoryOutletStore and must be issued a Return Merchandise Authorization (RMA) Number before it can be accepted. Since FactoryOutletStore offers a variety of products across various categories, each item may have a different Return Policy and/or Authorization Process. Further details on each product’s Return/Refund Process can be found below. Please ensure all policies are followed exactly as stated or there will be a delay in processing your exchange or refund. If there are any questions regarding a specific product’s return policy please give us a call at (800) 721-2978.

FactoryOutletStore records all serial numbers of products sold on our site, we will not process any return or exchange until the returned merchandise has a confirmed, matching serial number. We reserve the right to deny any return or exchange if the serial number is missing, altered, or forged in any way, shape, or form.

All returns for a REFUND (returning the phone for a credit) are subject to a 15% restocking fee.

All returns for an EXCHANGE (returning an item in exchange for another item) are NOT subject to any restocking fees.

FactoryOutletStore does not cover the cost of return shipping for any reason. However, FactoryOutletStore can provide a prepaid return shipping label after an RMA has been issued. Requests for prepaid return shipping labels must be done within 24 hours from receipt of RMA Number.

Please Note: The expense of the return label, which includes the full postage amount, will be charged to the customer by deducting the amount of the refund (if returning) or charging the original payment method (if exchanging).

Payments made without a credit card, such as PayPal, Google Wallet or check, are not eligible for prepaid return shipping labels. If merchandise is not shipped with a prepaid label from FactoryOutletStore, it is recommended you use a shipping courier that provides a traceable tracking number such as UPS, FedEx & DHL. Without tracking, there will be no confirmation of the receipt of returned merchandise.

All returns are processed by our warehouse within 3-5 business days of receipt of merchandise and may take up to an additional 5 business days for the refund to be posted back to its original source.


Return Merchandise Authorization (RMA)

Return Merchandise Authorization (RMA) Numbers are issued solely by FactoryOutletStore via phone or email. FactoryOutletStore RMA approvals will vary by product. Not all products are eligible for RMA’s. Below are the return periods allowed for RMA request’s for each product category.

Cell Phones / Mobile Phone – 15 day return exchange
Tablets – 15 day return exchange
Wearable Tech (smart watches, fitness equipment, etc.) – 15 day return exchange
Batteries – 30 day return exchange
Cases – 30 day return exchange
Bluetooth & Headphones – 30 day return exchange
Blu-ray – 30 day return exchange
Camera & Camcorders – 30 day return exchange
Water Filters – 30 day return exchange
Cell Phone Replacement Parts (LCD’s, Battery Doors, etc.) – No returns accepted**
Memory Cards (SD Cards, USB Drives, etc.) – No returns accepted**
Screen Protectors – No returns accepted**

Once RMA numbers are approved and issued by FactoryOutletStore, we encourage you to return the product as soon as possible. RMA merchandise must be received within 15 days of issuance of the RMA or the RMA will expire. If merchandise is received after 15 days of issuance of RMA, merchandise can be refused/rejected or additional return fees may be applied at FactoryOutletStore’s sole discretion. Any return received without a valid and/or approved RMA will be documented and rejected and/or subjected to a restocking charge and/or additional fees. Please call us at (800) 721-2978 or email processing@FactoryOutletStore.com (please include order number in the subject line) to start your return process.

NOTE: Due to the fact that FactoryOutletStore ships from different warehouses around the country in order to expedite your shipping time, the address on your packing slip may NOT be the correct address for handling Returns and/or Exchanges. Customers MUST get a Return Merchandise Authorization (RMA) from one of our Representatives to return their product to ensure the return is handled quickly, efficiently and directed to the correct address.

Cell Phone Return Policy

Samsung has issued a voluntary recall on the Galaxy Note 7. You can see if your phone is part of the recall by going to Samsung's Note 7 Recall site located here: http://www.samsung.com/us/note7recall/ . If your phone is part of the recall, you can contact us directly and a customer service rep will send you and RMA. If you have any questions please contact us anytime.

All cell phone returns for Exchange (returning the phone in exchange of another/same item) or Refunds (returning the phone for a credit) are allowed within 15 days of receipt of the phone with an approved RMA. A Return Merchandise Authorization (RMA) number is to be issued by FactoryOutletStore, either by phone or email, ONLY within the first 15 days of receipt of the phone. After an RMA is approved, the phone must be received by FactoryOutletStore within 15 days from the issuance of the Return Merchandise Authorization (RMA). If a phone is returned to FactoryOutletStore without an approved RMA number it will be rejected/refused. FactoryOutletStore is not liable in any way for returned packages that were lost or damaged during shipment or after rejection/refusal due to an Unauthorized Return. All phones must be shipped using a traceable shipping method and must be packed inside a separate and securely packaged shipping box to ensure no loss or damage to phone, accessories or contents.

Certain conditions must be met before a cell phone RMA can be issued. Conditions vary due to the type of return being processed (Refund or Exchange).

Returns for Refund (15 day refund period with 15% restocking fee) – The following conditions must be met in order to have an approved RMA for Refund. Restocking fees are not used for profit, instead they are to recover the cost incurred during shipping and receiving of returned phones as well as price changes that may have occurred while the device was out of our possession and unable to be sold.

1) The phone must be factory sealed, in unopened and intact packaging. Phones and included phone accessories MUST NOT have been used in any manner, such as powering phone on, peeling of official stickers on phone or outside packaging. Use of headphones, batteries, cables or chargers IS NOT ACCEPTABLE and will immediately result in rejection/refusal for refund.
2) Barcodes and serial numbers are to be intact and not scratched, scuffed or removed on the outside packaging and device


Returns for Exchange (15 day exchange period with no restocking fee) – The following conditions must be met in order to have an approved RMA for Exchange.

1) The phone must be returned back with all original manufacturers packaging including all inner packaging that is custom to each phone.
2) Manufacturers packaging must be intact and not be crushed, ripped or defaced by tape, writing on the outside or inside packaging, etc.
3) All phone accessories that were part of the original contents included with the phone (battery, headphones, charger, USB cables, etc.) must be included with the returned phone
4) Phone and included accessories must not be damaged due to misuse, abuse or neglect (ie, water damage, dents, cracks, scratches, etc.)
5) Barcodes and serial numbers are to be intact and not scratched, scuffed or removed on the outside packaging and device


Phones that are received without all original contents and packaging will either be rejected for return or held until receipt of remaining contents. FactoryOutletStore recommends you remove all personal information such as photos and passwords from the phone prior to return. FactoryOutletStore is not responsible for any items left in the phone such as SIM cards or data cards. Ensure all personal items are removed.


Manufacturer Warranty & Warranty Repair

The manufacturer warranty time period for your device and all unlocked cell phones sold by FactoryOutletStore.com are clearly stated on each item’s product description page. Please ensure that you have carefully read the warranty time period for your device. Warranty periods and device origins vary dependent on the country of origin where your device was manufactured. Warranty may not be covered domestically or directly by the manufacturer based on country of origin. FactoryOutletStore will assist in routing you in the right direction to a certified US warranty repair center. Again, all brand new factory unlocked cell phone warranties differ depending on the phone model and/or country where the phone was manufactured.

Manufacturer Warranty does not cover: (a) defects or damage resulting from accident, misuse, abnormal use, abnormal conditions, improper storage, exposure to liquid, moisture, dampness, sand or dirt, neglect, or unusual physical, electrical or electromechanical stress; (b) scratches, dents and cosmetic damage (c) defects or damage resulting from excessive force or use of a metallic object when pressing on a touch screen; (d) equipment that has the serial number removed, defaced, damaged, altered or made illegible; (e) ordinary wear and tear; (f) defects or damage resulting from the use of phone unit in conjunction or connection with accessories, products, or ancillary/peripheral equipment not furnished or approved by manufacturer (g) defects or damage resulting from improper testing, operation, maintenance, installation, service, or adjustment not furnished or approved by manufacturer (h) defects or damage resulting from external causes such as collision with an object, fire, flooding, dirt, windstorm, lightning, earthquake, exposure to weather conditions, theft, blown fuse, or improper use of any electrical source; (i) defects or damage resulting from cellular signal reception or transmission, or viruses or other software problems introduced into the phone unit.

If a phone purchased from FactoryOutletStore.com is still under warranty and in need of warranty repair due to mechanical faults or failures that were not caused by the device owner, please contact us at (800) 721-2978. Our trained professionals will gather all the information required to assess your warranty repair request. Please prepare in advance and be ready to provide your phone model, IMEI number, Serial Number and a brief explanation of the problems you are encountering.

If approved, a representative may then provide you with instructions on contacting the warranty repair center directly for further assessment of the repair service required of your defective item. In most cases, you will be instructed to send the item directly back to the service facility, not to FactoryOutletStore. For all warranty repairs, the service center will provide you with a unique RMA and shipping address. Customer is responsible for all shipping costs. Please be sure to provide your FactoryOutletStore.com sales receipt or proof of sale showing original date of purchase when sending to the authorized warranty repair center. If it is determined by the repair center that the item is not covered under the warranty (such as water damage) an "out of warranty" price quote will be provided by the repair center. You will have the option to proceed with paying the fees for those repairs or have unit shipped back to you as it was received.

Lastly, when shipping package to the warranty repair center, ONLY the unit will be accepted. NO Boxes and/or accessories such as battery, battery door, chargers, headsets, etc. If the device is sent with these items, the warranty repair center does not assume responsibility. It is also recommended that you backup your device as data recover is not part of the repair process.
Privacy Policy
All information submitted to FactoryOutletStore is held private. We DO NOT sell customer data. Some data may be shared with third parties only if you, the customer agrees to participate in offers available through our site. If you accept such an offer, we will disclose your contact and billing information to that third party. All data collected is secured under 128bit Verisign protection.

Email Offer Subscriptions:
Upon placing an order through this Site, you will automatically be enrolled in the FactoryOutletStore.com best offers email promotion list based on the billing email address information you have provided, unless you opt-out of receiving such communications. You can withdraw your consent at any time through an email unsubscribe link or by opting-out from our email promotion list by clicking here. This simple opt-out process allows you to unsubscribe if you decide not to receive any further promotional emails from our family of web stores. Furthermore, we will never share any personally identifiable information which you have given to us with any third party marketers. In order to make our email offers more relevant and useful to you, our servers may receive a confirmation when you open an email message from FactoryOutletStore.com. In addition, if you have any questions about receiving communications from us you may email us at info@factoryoutletstore.com at any time.

Third-Party Web Beacons: We use third-party web beacons from Yahoo! to help analyze where visitors go and what they do while visiting our website. Yahoo! may also use anonymous information about your visits to this and other websites in order to improve its products and services and provide advertisements about goods and services of interest to you. If you would like more information about this practice and to know your choices about not having this information used by Yahoo!, click here.
Security
Our website is not only designed to make your shopping experience easy, quick and enjoyable, but also secure. Protected by VeriSign's 128-bit secure server certificate, none of our customers' information is released and is all confidential. We DO NOT sell any of our customers' information.
Terms of Use and Disclaimer
FactoryOutletStore offers a full range of products produced by a variety of manufacturers. Please note that FactoryOutletStore.com does not in any manner allege any affiliation between the manufacturers and our corporation. All products that appear on FactoryOutletStore.com are the sole property of FactoryOutletStore , unless specified otherwise. Such materials protected by this copyright include, but are not limited to, any and all text; any and all images (including icons, logos, and other graphics); and any and all design elements of the website. Except where noted otherwise, the list price or regular price displayed for products on our site represents the full retail price listed on the product itself, suggested by the manufacturer or supplier, or estimated in accordance with standard industry practice; or the estimated retail value for a comparably featured item offered elsewhere. The list price or regular price is a comparative price estimate and may or may not represent the prevailing price in every area on any particular day. For certain items that are offered as a bundle, the list price or regular price may represent "open-stock" prices, which means the aggregate of the manufacturer's estimated or suggested retail price for each of the items included in the set. Despite our best efforts, a small number of the items in our catalog may be mispriced. If the correct price of an item sold by is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you of such cancellation. If an item you ordered is not available in a time frame that you require, we may recommend a substitution and will provide you the ability to approve the substitution prior to shipping. FactoryOutletStore’s website is used only for the purpose of shopping on this site, placing an order on this site, or for conducting other tasks associated with shopping or placing an order on this site. By placing an order with FactoryOutletStore.com you acknowledge and agree that at no time is FactoryOutletStore making any representation or warranty regarding the products purchased by you the consumer.

BY USING THIS SITE AND/OR ANY SERVICES RELATED THERETO, YOU AGREE THAT YOU HAVE READ, UNDERSTAND AND AGREE TO THE TERMS OF USE AND DISCLAIMER.
Contact Us
Email: info@factoryoutletstore.com
Toll free: (800) 721-2978

FactoryOutletStore
575 Underhill Blvd
Unit 350
Syosset, NY 11791

*** NOTE *** We strive to provide accurate and reliable information about our products and services. However, human mistakes do happen and we cannot be responsible for any typographical errors and reserve the right to cancel orders due to such occurrences. If you are browsing our site and notice something that may seem questionable (i.e. misspellings or incorrect product information) please be kind enough to send us an email at: errors@factoryoutletstore.com. We would greatly appreciate it.

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