FAQs

Questions? If you're searching for answers, you've come to the right place.

We realize sometimes selling our old devices can often be an overwhelming process. Where should I sell them? How do I ship my devices? Do I pay postage? When will I get paid?

All these questions and more will can be discovered on this page of our website. We've listed common questions from people who've already effortlessly gone through the Totem® process.

More About Totem® and Quotes

How do I know I can I trust your company?
This is a perfectly reasonable question to ask. There are a lot of companies online, not all of them are reputable. Our experience operating cash4iPhones and cash4Blackberrys has given us the opportunity to get to know our customers and what their expectations are when selling their used cell phones. Our mission is to give our customers a higher standard of service by providing as much security and transparency as possible. Once your mobile phone arrives at our facility, you can track it online. Totem® is a member of the Better Business Bureau, and complies with the highest standards for protecting your privacy through our TRUSTe Certification. But don't take our word for it. Read some of our customer testimonials. Still not sure? Feel free to emails us at hello@hellototem.com and we'd be happy to address your specific concerns in detail.

Is the offer you made for my phone guaranteed?
As long as you accurately describe your old cell phone or handheld device, we will honor the price we quoted you. If you send us a phone that drastically differs from the details you provided us, we will contact you with the revised quote. You can either choose to accept the revised quote or have the device returned - we'll pay for the return postage. The bottom line is we are straight shooters. We expect you to do the same. In over 98% of transactions, everything checks out, and we pay what was originally quoted.

Does my Totem® offer ever expire?
Yes, Totem® offers expire in 30 days. As demand changes and technology evolves, market pricing is updated. We guarantee offers for 30 days. Should you decide to send in your item after 30 days from the quote date please contact us at hello@hellototem.com and we will issue a re-quote.

What if I want to send in an item and it's been over 30 days from the date of the offer?
We will be happy to re-quote your phone. Please email us at hello@hellototem.com and we'll give you an updated quote and adjust your account accordingly.

Can I submit more than one device at a time?
Yes! You can submit up to five devices per transaction. Simply click “Add New Device” after your initial quote. The postage paid packaging you receive will accommodate as many phones as you have quoted.

What if I would like to submit more than five phones at a time?
Splitting your shipment into 2 or 3 transactions will certainly accomplish this goal. However, if you have a large quantity of devices please contact us at hello@hellototem.com and we will make arrangements for a single bulk submission.

What if I accept multiple quotes and decide to send in only a portion of what is listed on the Packing Slip?
If you change your mind about selling one or more items within your transaction simply cross out the relevant devices on your packing list. Totem® will process the partial shipment and revise your total payment accordingly.

Shipping

What shipping method will I use?
When you accept our offer for your old phone or handheld device, we will send you a postage-paid box that you can use to ship your old device via FedEx. The service we use is called FedEx SmartPost and provides you the convenience of walking your phone right down to your USPS mailbox but tracking it through the FedEx Tracking System using the Tracking Number you are provided.

Do I have to pay for postage?
Nope, we take care of all of the postage!

If I am using the packaging provided do I have to drop it off at the Post Office?
No, our packaging is accepted anywhere that you can mail letters. Your home mailbox, a street side box or the window at the USPS can all be used as receptacles to mail your package.

Can I use my own shipping method and packaging?
Yes, you are welcome to use your own preferred method of shipping to send us your mobile device. Please address your package to:

Cellular Distribution Strategies LLC
Attn: Receiving Department
6370 Lusk Blvd STE F102
San Diego, CA 92121

Are my items safe and insured while in your possession?
Absolutely. The packaging provided has multiple barcode signatures to identify your old cell phone or mobile device throughout the selling process. In the event of loss or damage after we receive an item, Totem® will accept liability of an amount equal to the lesser of one-third (1/3) of the quoted value of the lost contents or One Hundred Dollars ($100.00). Please see our Terms of Service for specific applicable terms.

Do I need to send my phone accessories (power cords, extra batteries)?
No, you do not need to send your accessories. We prefer to just receive your handheld device without the SIM card.

My Phone and It's Condition

Will you delete my devices contacts and pictures?
No. For your privacy and security, we advise you to wipe all data from your phone before shipping. Need some help? Click here for an easy step-by-step.

What exactly will you do with my old cell phone or handheld device?
First, our technology team will inspect the device to make sure it matches the condition you described in our online questionnaire. They will look at make, model, functionality, and potential damage. Based on the phone's model and condition, we will decide whether to resell your device or send it to our certified recycler, who will safely process the components for reuse.

How can I track the status of my sale?
You'll be able to track your device from the time we receive it until we send your payment. Simply visit Track Your Device on our website and enter the email address you used to registered.

What happens if you disagree with the condition I select for my item?
This is absolutely your choice. Should the make, model or condition of the device we receive not match what was described in our online questionnaire, we will send you an email with a revised quote. If you are not satisfied with the revised quote, we will return your phone free-of-charge using the same method it was originally shipped in. You will have 14 days to respond to the revised quote email and tell us what you would prefer to do. In the event that we do not hear from you within that time period, we will send you a check for the re-quoted amount. See Terms and Conditions for further details.

What if I submit multiple devices and one of the device quotes is revised?
Each device submitted will be treated as it's own transaction. Those devices that match the quote 100% will be processed. For those devices where a revised quote is issued the choice, as always, is yours. If you are not satisfied with the revised quote, we will return your phone free-of-charge using the same method it was originally shipped in. You will have 14 days to respond to the revised quote email and tell us what you would prefer to do. In the event that we do not hear from you within that time period, we will send you a check for the re-quoted amount. See Terms and Conditions for further details.

Payment

When will I receive payment?
If we receive your device before 10am Pacific Standard Time, we will issue payment the same day. That means if you opted for PayPal payment, your credit will be applied. If you opted for a check, the check will be mailed within 48 hours of receiving your device.

How will I receive payment?
Checks will be mailed via USPS to the address you provide in our online questionnaire. If you choose PayPal, we will add the funds directly to your account.

Can I change my payment from check to PayPal?
As long as the check has not been mailed, we will be happy to change your payment option. Our Customer Support Team is happy to take care of that for you. Please email us at hello@hellototem.com.

Customer Service

Can I get my item back?
If you change you're mind for any reason we will return to you a device identical to the make, model and condition of the item submitted as long as the check has not been cashed or deposited and it is within 14 days of the date on your check or Paypal payment. See our Terms and Conditions for full details. If you decide you would like to request a device return you can do so by emailing our Customer Service department at hello@hellototem.com.

How long will it take to get an item returned?
Our Customer Service Team will mail the device back to you within 24 hours of your request using the same method of shipment that was original utilized to send the device. The USPS can take 7-10 days to deliver a package. Once it is in the USPS mail stream we have no control of delivery timing, but you can expect that it would be back in your hands in about 2 weeks.

What is the best way to reach your Customer Support Team?
You may email us at hello@hellototem.com anytime, and we'll be sure to respond within 24 hours.