Russell Cellular independently operates this site and is a Verizon Authorized Retailer.

Support

Contact our Customer Service Center at (888) 271-3677 or email us at support@russellcellular.com with any questions you may have.

Store Locator

Russell Cellular is an exclusive Verizon Authorized retailer specializing in wireless communication services and is one of the Nation’s largest Verizon Wireless retailers.  We have over 669 locations in 42 states. Use our nationwide store locator to find your local Russell Cellular near you.

Handset Insurance with Asurion

Equipment protection can help repair a cracked screen for select smartphones, subject to parts availability, or replace your device if it’s ever lost, stolen, damaged or defective after the manufacturer warranty expires. And if you choose a protection option that includes Tech Coach, it can provide support for almost anything that your device connects to. You can find more information on Total Mobile Protection and other protection options at Verizon’s insurance and equipment protection page here.

Order Tracking

To track your order, please check your email for the shipping confirmation number from Russell Cellular for your Fed Ex tracking number. Visit the Fed Ex tracking page to view the status of your package. You can also login into your account and pull order history and tracking info.

Returns & Exchanges

We will gladly accept returns or make exchanges on merchandise purchased from Russell Cellular within 30 days of purchase. Some products may not be returned, or will need to be replaced by the original manufacturer for warranty. Check the comments included on your invoice for additional information. At our discretion, we may decline your return or charge you a fee for a missing item. Fees may be changed for items that we determine are damaged or require service, or for items that we cannot certify as new equipment. Cash paying customers will be refunded cash if the purchase is $50 or less, unless it is the same day as the original cash purchase. Credit card will be refunded by credit card, or refund check respectively. All cash refunds above $50 will be refunded by refund check. If you received a discount based on the purchase of an item (i.e. “$100 Free Accessory Promo” or similar offer), the return of that item will result in the forfeit of the discount, which may be deducted from any refund amount or charged back to the customer upon return. All sales are final on screen protectors, all headphones, and Setup for Success Fee. Please read all Terms & Conditions for merchandise returns and exchanges before purchase.

Exchange New Merchandise

Within 30 days of purchase of new merchandise, you may exchange it one time. In order to make the exchange, return the merchandise (including phone, charger, battery, instructions, etc.) in its original box. All merchandise must be in like-new condition. Please have your customer receipt available as proof of purchase. A $50 Restocking Fee will apply to all Phones, Tablets, and Connected Devices. Each invoice will reflect the Restocking Fee for devices.

Device Exchange Program

If you’re having a problem with your device, contact Verizon Wireless Technical Support toll-free at 1.866.406.5154 from a landline phone and they’ll diagnose the issue. If they cannot resolve the problem while you’re on the line, and the problem is caused by a manufacturing defect within the first year you own the device, they’ll send you a Certified Like-New Replacement (either a like unit or one of comparable quality) right to your door at no cost to you. If you call them after the return and exchange period, the device you receive may be reconditioned equipment. Certified Like-New Replacements will carry the remaining warranty period from the original device, or 90 days, whichever is greater. Devices subject to neglect, misuse, liquid damage, unreasonable wear and tear and the like, are not eligible for any return or exchange program. This program does not cover devices on Prepaid Accounts, or lost or stolen devices.

Apple Manufactured Products

Any fully-functioning, like-new Apple product may be returned or exchanged within the guidelines and conditions of the return and exchange policies. Should an Apple product malfunction at any time after the device is initially sold, contact Apple Care at 1.800.275.2273. Apple is solely responsible for the warranty and technical support of all Apple products.

Online Purchase Received via Fed Ex

If you received your items via Fed Ex, you must follow this process.

  • To request a return or exchange via UPS simply call the Russell Cellular Customer Service Center and request a return authorization number.
  • This request must be made within the allowable 14 day period, and all aspects of your return or exchange must fall within the terms and conditions of the Russell Cellular return policy.
  • A Russell Cellular Customer Service Representative will assist you with all necessary details to process your return or exchange.
  • Mobile phones and/or internet devices must be deactivated with Verizon Wireless before being returned and must be in the original, unaltered packaging, with all accessories, manuals, etc. To deactivate your service, contact Verizon Wireless customer care service at the phone number on your contract.

In Store Pickup (ISPU) Returns and Exchanges

ISPU orders can be returned to the store location where it was picked up, at any corporate store, or through Verizon Customer Care and sent back to the warehouse. ISPU orders cannot be exchanged in Russell Cellular stores or any other indirect retailers. If you need to complete an exchange, you can process the exchange through Verizon Customer Care or by visiting a corporate store. The Verizon return/exchange policy and restock fee(s) applies to all ISPU orders.

In Store Purchases

If you purchased your items at a Russell Cellular store, you must follow this process.

  • You may return your items at any of our locations.
  • Mobile phones and/or internet devices must be deactivated with Verizon Wireless before being returned and must be in the original, unaltered packaging, with all accessories, manuals, etc.
  • Bring your items into the Russell Cellular store with your original receipt(s) and packaging.
  • A store representative will assist you through the return/exchange process.
  • To deactivate your service, contact Verizon Wireless customer care service at the phone number on your contract.

Upgrade Policy

(Policy Change as of 04/09/2021)

Verizon Wireless is implementing a $35 Upgrade/Activation Fee. The Upgrade/Activation Fee is charged when upgrading or activating a new device at a discounted rate. This applies to 2-year contracts and device payments.
There is a one-time charge to cover increasing costs associated with upgrading to new equipment. Devices are more sophisticated than ever before, and we provide many services which include Wireless Workshops, online educational tools, and consultations with experts who provide advice and guidance on devices. Additional services we provide, for a low setup fee of $25, are backing up your contacts, email and voicemail setup, demos, as well as ensuring any apps, music, pictures, and videos remain accessible from your new handset. While the upgrade fee is not unique to Verizon, our fee is over 15% lower than our two largest competitors, and most devices can be traded in with our “green friendly” trade-in program, which is another way you may save on your upgrade and potentially offset the fee completely. Ask your sales representative for details. The Upgrade Fee does not apply to Business Customers with 11 or more lines, Prepay customers, Insurance replacements, or Upgrades that do not extend the contract. If the device is returned within 3 days, the Upgrade Fee is automatically credited off the monthly statement, or refunded, depending on how the fee was originally charged.

Worry Free Guarantee

Year in and year out, Verizon Wireless continues to win awards for its reliable service and powerful performance. In the latest Root Metrics network report, Verizon’s network won or shared first place in all 6 categories tested, including overall network performance, reliability, speed, data, call and text.

Contact Us

Contact our Customer Service Center at (888) 271-3677 or email us at support@russellcellular.com with any questions you may have.

FAQ

1. How do I remove an app from my iPhone?

If you are having issues with a particular app, try removing the app from your iPhone.

  • To avoid losing any app data, first back up your information.
  • Touch and hold any app icon on the Home screen until the icons start to jiggle.
  • Tap the “x” in the corner of the app you want to remove. You may be prompted to rate the app.
  • Tap Delete to remove the app and all of its data from your iPhone.
  • Click the Home button to cancel or stop deleting apps.
  • Proceed to the next step to reinstall your app

2. How do I reinstall an app to my iPhone?

After removing an app from your iPhone, use these steps to reinstall it. Open the App Store on iPhone and locate the app to reinstall. If you previously purchased the app, tap Purchased to find it quickly, then tap the Install button. If prompted, enter your iTunes Store account information. After the app is installed, check to see if your issue is resolved.

Note: Some apps may require a Wi-Fi connection to download.

3. What are Spam Controls?

Spam Controls enable you to block unwanted messages. Spam Controls consist of two services, Call & Message Blocking and Internet Spam Controls. Verizon Wireless provides these free features to block certain phone numbers and Internet addresses from contacting you.

4. Are there any limits to Call & Message Blocking?

Yes, blocking will expire 90 days from the date of your first block. You can reestablish blocking by adding blocking preferences after they expire. You can only block up to five phone numbers at one time. Also, blocks will expire 90 days from the date you set your first blocked number.

5. Can I transfer my service from my current wireless service provider to Verizon Wireless?

Yes, if your number is portable, you can bring your existing number from your current wireless or landline service provider to Verizon Wireless.

6. Should I cancel my existing service before porting?

No. Your number must remain active. Canceling your service before porting will prevent you from keeping your number.

Note: You may be responsible to your old service provider for any contractual requirements and applicable charges, including an early termination fee, on your old account.

7. How long will it take to port my number?

Wireless to wireless ports generally should take no more than 3 to 24 hours but could take longer. Landline to wireless ports generally should take no more than four days but could take longer.

Note: Processing time may vary depending on the complexity of the port, existing volumes between carriers and your old service provider.

8. What calling plan do I need to use Family Locator?

You need a My Verizon account and a monthly plan package. The Family Locator service must be added to your account with at least one family member set up as an administrator and one as a participant. We recommend that you have a data plan for participant phones because data is used each time a family member is located.

Currently, Family Locator is unavailable for prepaid, My Business Account and Verizon Enterprise Center customers

9. How do I locate my family members using Family Locator?

You can use the Web browser on your computer or your device to locate family members. There’s also a special app for AndroidTM phone users. Android is a trademark of Google, Inc. Use of this trademark is subject to Google Permissions.

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