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Shipping & returns
WHAT ARE MY SHIPPING OPTIONS?
Shipping charges are calculated based on the weight, destination, and shipping services selected for your order. We offer UPS to provide the best service and ensure timely delivery. Time in transit is as follows:
UPS Ground: 1 – 6 business days (based on manifest origin and destination points)
UPS Second Day: 2 business days
UPS Next Day: 1 business day
Other Air and Ground services available – transit time may vary based on origin and destination. UPS Second Day Saturday and Next Day Saturday delivery service is available to most regions; exceptions apply.
HOW CAN I TRACK MY ORDER?
When we ship your order, you will receive a tracking number for your shipment on your email registered with us.
Copy and paste your tracking number within the 'Track by Number' box.
Click 'Track' to review the status of your shipment.
REFUSALS AND CANCELLATIONS
IF I REFUSE OR CANCEL AN ORDER, WILL THERE BE RESTOCKING FEES?
Unless otherwise determined by NexGen, any shipment refused by the customer will be considered the responsibility of the customer. All shipping charges incurred as a result of refused order will be charged to the customer, including the original and return shipping charges. A 30% restocking fee is applied for refused orders. In the event an order is requested to be reshipped, additional shipping charges will apply. The customer is also responsible for a 30% restocking fee for cancelled orders. Once an order is approved, processed, and fulfilled, cancellation fees will apply. These charges will be placed on your account if no response is received within 7 business days from the time of order.
WARRANTY
WHICH WARRANTY OPTIONS DOES NEXGEN OFFER?
NEW Phones
- There is no warranty on New devices.
- Within 14 days - Full Refund/Exchange (Customer pays Shipping)
- Within 14 days - Full Refund/Exchange (Customer pays Shipping)
RETURNS
HOW DO I PROCESS AN RMA?
Log on to www.mynexgen.com. Go to My Account and log in. Click on RMA and select the product you want to return. After your form has been submitted, you will receive a confirmation email. Your sales representative will call you with an authorization number.
WHAT IS NEXGEN'S RETURN POLICY?
For ALL DEVICES received with Cracked LCD/Physical Damage: Nexgen must be notified on the day of receipt of your shipment. Failure to do so may result in the denial of your RMA
Policy for Mobile Phones:
• 14 days on graded mobile phones, tablets, computers and wearables.
• There is no warranty on New devices.
• Functionality warranty on COB Apple iPads – Functionality ONLY (14 Days)
• No warranty for batteries.
• No warranty on accessories.
• No warranty on WIP/ASIS SKU devices
Reason for Return:
• Bluetooth
• Camera Not working
• Charger
• Cracked LCD/Physical Damage– you only have the day of receipt to notify us on this
• Display Malfunction
• GPS
• Headset
• Incorrect shipment/ Received Wrong Item
• Keyboard
• Network restriction
• Power Button Failure
• Sample
• Sim tray defect
• Sound/Audio
• USB Connection
• Vibration
• WIFI
Battery for MacBooks as follows:
• CRC/ CRD / C4 80% - Warranty on batteries below 80%
• C5 50-79%- Warranty on batteries below 50%
• Other grades no battery guarantee
Grading for MacBooks as follows:
• Body Discoloration:
• CRC/CRD: Approved
• Lower Grades are not approved.
Functional Issues on MacBooks:
• Sold as #1 not acceptable, rest are acceptable*.
Display Issues and Body Discoloration for MacBooks as follows:
• Body Discoloration: CRC/CRD: Approved
• Lower Grades not approved other than CRC/CRD
• Delamination is only acceptable in 2IN.
• Shaded LCD (white or blue spots) is not acceptable in 2IN.
• No warranty on WIP/TBG SKU’s
Notes:
• Any device opened or tempered with, will not be accepted.
• Any device with Apple ID/Android ID locked by customer will be returned to customer.
• Any return without authorization number will be return to the customer.
All returns must be submitted through the NexGen website. All returns must be accompanied by a
returned merchandise authorization (RMA) number which may be obtained online at NexGen prior to
shipping the defective or rejected Product to NexGen distribution center. An RMA operates as a
validation of the ESN/IMEI/Serial number of the Product and, once validated, as an authorization to
the merchant to ship the Product back to NexGen. Once an ESN/IMEI/Serial number is validated, the
merchant will be provided with a Packing Slip. The Packing Slip must be included in the return
package and the RMA number must be displayed on the package. The merchant must return the
approved Product within five (5) days once the request is submitted, approved and an
RMA and Packing Slip are issued. Failure to ship within five (5) days will result in a void
RMA. A Product must be returned in the same cosmetic condition (no cracks, scratches, dents, or
other cosmetic defects) as at the time of purchase along with all original accessories (chargers,
case, headphones, user manuals/ literature) in their original condition and in their original package.
The UPC label must be present and readable on the original box or package displaying the accurate
IMEI/IMEID/Serial number(s).