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 Sales and Support staff are available 24 hours a day, 7 days a week to help you with your questions. Whether it’s placing an order or answering questions with your existing orders, 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)

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 necessary 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 most orders within the continental United States. We do not offer free ground shipping to Hawaii and Alaska. For expedited shipping rates please proceed to our shopping cart where you can submit your shipping zip code for an instant shipping quote on 3 Day Shipping, 2 Day Shipping, and Next Day Shipping.

We will use our best efforts to ship orders the same day provided that the following conditions have been met:
  • The order was placed by 4:00pm Eastern Time
  • There are no issues on the order such as:
    • Declined Credit Card
    • Incorrect Shipping Address
    • Duplicate Order
    • P.O. Box addresses beyond our scope of delivery
  • The order has no backordered items
  • The order is placed on a business day (excludes weekends and holidays)
  • There are no weather conditions or other acts of nature that would delay shipping
  • There are no delays caused by shipping carriers

Please note that delivery time is subject to the ability of our shipping carriers (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 shipping carriers.

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 Correction Fee of up to $20. 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. Only orders successfully processed by 4pm Eastern Time are eligible for same-day shipment. In case the product you selected is on backorder, you will receive 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.
What if the Item I Bought is Backordered?
Due to increased demand, inventory levels for some items sometimes deplete rapidly and some of our suppliers are occasionally unable to replenish our stock or dropship for us. While we do the best we can to a) remain fully stocked, b) fulfill all customer orders, and c) keep our shoppers up-to-date on product availability on our website, we occasionally experience a large volume of backorders and limited customer service capabilities. If you place an order with us and don’t receive shipping confirmation, you may wish to contact us via email or chat to check on the status of your order.
Return Policy and Restocking Fee
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 – 15 day return exchange
Bluetooth & Headphones – 15 day return exchange
Blu-ray – 15 day return exchange
Camera & Camcorders – 15 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 (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 and Restocking Fee

FactoryOutletStore requests all Computers, Tablets, and Cellular Devices (Cell Phones) to be reset to factory settings and have all password / locks removed before being returned. If the device is returned in a locked manner we will return it to the customer and no refund will be given.

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 30 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 30 days of receipt of the phone. After an RMA is approved, the phone must be received by FactoryOutletStore within 30 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 (30 days 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 (30 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's Warranties & Warranty Repair
The manufacturer’s warranty period of all the products we sell is stated in the product description.

Brand New Items: All brand new items come with at least a 1 year manufacturer's warranty.

If a phone purchased from 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 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.
Factory Protection Plans
In addition to the manufacturer’s warranty that already comes with your product, you may purchase Factory Protection Plans on most of our products.
To learn more about your Factory Protection Plan, please click here.
Savings & Promotions
Savings at come in many forms on select items:
  • Price reductions from our regular prices
  • Lower prices than prices offered by manufacturers or other retailers for the same item
  • Savings on refurbished, open box items when compared to the price of a new item
  • Savings on main units or add-on items of bundle packages
  • Per unit savings on multipacks
  • ...and More!

Any available and applicable savings above are already reflected in our published prices.

Customers may also receive additional savings in the form of:
  • Coupons and promo codes
  • Rebates offered by manufacturers
  • Discounts provided by our Call Center agents
  • Free gifts

Prices and promotions are subject to change without notice at our sole discretion. Offers are valid while supplies last and can expire at anytime without advance notice. Discounts and savings are applied to select items only. Items may be excluded from any discounting and promotions to comply with manufacturers' pricing policies or at our sole discretion. Offers cannot be combined with other offers, promotions and coupons. Discount is not applied to protection plans, tax, shipping charges or past purchases. If you return items, or your order is canceled or rejected, you will not receive a refund for the value of the discount applied to your order. Other conditions, exclusions and restrictions may apply.
Privacy Policy
Please click here to view our full Privacy Policy.
Terms of Use and Disclaimer
Please click here to view our full Terms of Use.

FactoryOutletStore offers a full range of products produced by a variety of manufacturers. Please note that does not in any manner allege any affiliation between the manufacturers and our corporation. 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 you acknowledge and agree that at no time is FactoryOutletStore making any representation or warranty regarding the products purchased by you the consumer.

Contact Us
Toll free: (800) 721-2978

777 East MacArthur Circle
Suite 111
Tucson, AZ 85714

*** 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: We would greatly appreciate it.