This checklist is to help you ensure that your Bring-it-Back or Trade-In phone is properly prepared so that it’s ready to be sent away. Make sure to read through these instructions and follow all steps very carefully so that the value of the device is maximized (and there are no deductions – damaged/locked/bricked devices).
When you activate or upgrade at our store, we’ll help you ensure that all of this is done if you’d much rather have someone else doing most of this work for you instead. Just make sure that when you visit our location, please try to bring your logins (find/reset any passwords you may not remember if possible), especially any Gmail or Apple ID accounts, in case they may be needed. Make sure to have at least 15 minutes available (60-90 minutes if you have Stolen Protection ON and/or need help to reset passwords as there may be a 1-hour security delay).
If you don’t remember your passwords, try to bring another device that has your same account logged in (for example a laptop, tablet or old phone) so that it’ll be easier and faster to reset any passwords if needed.
Clean Device & Perform Fingernail Test
Estimated Time: 1 minute
[Fingernail test not required for devices you are trading in for credit or recycling, but should be done for Bring-it-Back returns]
One of the first things you should do before you consider where to return or trade-in your device is to check the device for any damages that could affect its value. Deep scratches and dents affect the phone’s value and may render the device ineligible for a return under the Bring-it-Back program.
Before you check for damages, clean the device thoroughly using a very light spray of 70% alcohol (never use any other abrasives or cleaners) and wipe down with a soft cloth or microfibre. A clean phone will help you see any damages that may be on the device.
Running your fingernail through any visible scratch or dent will help you determine if there may be any problems that may reduce the amount you get for the device. Any scratch or dent you can feel, is considered physical damage that will affect its worth, while ones that are only visible, but cannot be felt are typically considered to be acceptable “wear and tear”.
When you find any damage, the device will not be returnable for full credit under the Bring-it-Back program, but you may likely still be able to trade the device in for some credit so it’s best to visit our store for us to check and give you a more accurate quote for it.
Turn OFF “Find My…”
Estimated Time: 1-2 minutes (if you know your passwords)
It is important to ensure that your phone is not locked to your cloud account, or the value of the device will drop significantly (sometimes more than half) if it’s found to be locked during the final inspections. This is because the device would essentially be a brick which cannot be refurbished for resale and can only be used for parts.
As we typically recommend that you use your new phone for about a week to ensure all apps and authenticators are successfully logged in before erasing your old phone, to make sure that you don’t forget to do this later on please follow the instructions below to turn off “Find my…” from your old device now. Be extra careful in the next few days not to lose it though, because you won’t be able to track it!
Apple iPhone Devices
For iPhone devices, we have put together a detailed guide with screenshots on how to turn OFF Find My iPhone for you to follow along. It’s best to do this when you’re connected to your home or work Wi-Fi as there are less security requirements if you’re phone determines that you’re in a “familiar location”.
Android Devices
For Android devices, you the exact steps will vary depending on the phone model or manufacturer, but the general guidelines below should remain the same.
- From the top right of your screen (very top) pull down TWICE and you should find the gear icon to access Settings
- About halfway down the list of settings, you should be able to find and select “Google” or “Google services”
- Under “All Services“, you should be able to find “Personal & Device Safety” where you can locate the “Find Hub” settings
- Toggle OFF the “Allow device to be located” option to remove this device from the Find Hub
Samsung Devices
For Samsung devices, aside from checking to make sure the Google Find Hub settings are turned off, you should also check to make sure the Samsung “Find My Mobile” setting is turned off as well. The exact wording may be slightly different between phone models, but the general guidelines of what to look for typically is the same across the board.
- From the top right of your screen (very top) pull down TWICE and you should find the gear icon to access Settings
- Select your NAME at the very top of the settings list for Samsung Account Settings
- In the “Apps and features” section, you should be able to select “Samsung apps and services”
- Select “Find my mobile“
- Toggle OFF the “Allow this phone to be found” option
Backup!
Estimated Time: 5-90 minutes
[OPTIONAL, but this is recommended to be done prior to visiting our store or before sending away in case you may have missed transferring any important data by accident]
To make sure you don’t lose any important information, it is always highly recommended to backup your data!
For Apple devices, if you’ve purchase sufficient iCloud storage, you should be able to have a complete backup uploaded to the cloud. If you have turned on automatic backups, you may be able to find one recently saved already and can skip to the next step. Otherwise, if you download iTunes to your Mac or PC, you should be able to have a full backup saved to your computer instead.
For Samsung devices, you may be able to save a full backup to your desktop or laptop computer by using Samsung Smart Switch.
If you’re doing any full backup to the cloud for the first time, it’s best to make sure you’re connected to a fibre optic Internet connection (or check to ensure you’re using a very fast 5G+ cellular plan) where possible, because using a cable Internet connection or basic 4G & 5G plans may often give you upload speeds of only 10-50Mbps, but fibre optic or 5G+ cellular may give you up to 2Gbps (2000Mbps) or more. When you’re backing up a 256GB device, it could mean the difference for completion in only minutes (often 5-45mins) instead of hours or days, so you may want to consider bringing some take-out and ask your friends or family to borrow their Wi-Fi if you have a slow connection at your home.
For all other devices, you may check the manufacturer’s official website to see if they provide any software you may use to perform a full backup. Even if you are not able to perform a complete backup, you should still check individual apps you use often, as some of them may be able to store a backup of the data from the app to the cloud on your iCloud or Google account. For example, some apps such as WhatsApp or Viber may have a backup option where you can “restore” to a new phone the first time you log in.
Factory Reset
Estimated Time: 5 minutes (more time if you backup data to the cloud during the reset process)
If you haven’t used your new phone for at least a week, please refer to our article with Essential Tips for Setting Up a New Smartphone as there may be additional important details and cautions that you may have missed. It is especially important to check to make sure all work apps, authenticators, bank apps, crypto apps, etc are all logged in and working on your new device, because some of these may require a code or a button press from an existing “secure” device before you are able to log in to a new one.
After you have verified that everything you need is backed up and/or fully transferred to your new device, you may perform a “Factory Data Reset” on Android or “Erase All Content and Settings” on iOS from your old device.
Once you enter any verification passwords that may be required and confirm that you would like to proceed, EVERYTHING on your old device should be erased and there is no going back if you missed anything, so please triple check to make sure you have everything you need before finishing this step.
Print Return Document & Shipping Label
Estimated Time: 1-2 minutes
Once your device is ready to be sent back, please check your email for the “Device Return” instructions sent by TELUS. When you open this email, you should find a Device Return Confirmation document that should be printed & placed inside the box along with the phone and also a Waybill or Shipping label that should be affixed to the box.
For iPhones, if you just turned off Find My iPhone, it may take up to 48 hours for the system to check again and send the email. However, if you reply “YES” to the text you should have received from the number “5075” reminding you to have that setting turned off, it should prompt the system to check again and send out the email with the device return instructions and shipping label.
Remove Accessories (Screen Protector, Case, Stickers, etc)
Estimated Time: 2 minutes
Now that everything else is just about ready, please remove all accessories include any screen protectors, case, stickers, etc and clean the phone once more.
Clean the device thoroughly using a very light spray of 70% alcohol (never use any other abrasives or cleaners) and wipe down with a soft cloth or micro-fibre. Again, a clean phone will help you see any damages that may be present now, so you don’t get a surprise when you get the results of the final inspection.
If you phone looks good, you may want to take some pictures of it from different angles to have a record of the condition of the phone you are sending away.
If you find any damage, the device may not be returnable under the Bring-it-Back program’s terms and conditions, but you may still be able to trade the device in to get some money back to help pay the BIB balance so it’s best to visit our store for us to check and give you a more accurate quote for it.
Package Safely and Seal the Box!
Estimated Time: 2 minutes
For this step, it is very important to make sure that the phone is secured in a box and isn’t moving around. Ask yourself this: “If the box is dropped, will the phone inside still be ok?”
To make sure the phone is secure, we’d recommend using bubble wrap if you have any from other shipments you received recently, or at least use some crumpled newspapers around the phone so that it won’t move around as much and has additional cushioning in case the box is dropped accidentally. The inspection centre won’t know if the courier company damage the phone in-transit or if you broke it yourself, so please take these proactive measures to avoid any disuptes.
We don’t want the counter staff or a delivery driver to be tempted and easily open up an unsealed box, so once the device is secured inside the box and the shipping label is attached to it, you should seal the box using packing tape. TELUS will only be able to inspect what is received, so if we get an empty box, then you won’t get any credits, so make sure to seal the box!!
Drop Off at Courier & Collect a Printed Confirmation
On the shipping label you put on the box, the courier company’s name & logo should be there. At the time of publishing, those labels are from Canada Post so you’ll want to drop off at your local post office (often located inside Rexall Pharmacies or Shoppers Drug Mart). Double check the shipping label to verify where you need to go before you make the trip as the courier company may change from time to time.
We’d highly recommend that you drop off the shipment at the counter where you can get a printed confirmation that is timestamped instead of just using a drop-off box. Shipments can get lost in transit (and occasionally doesn’t get scanned properly at drop-off), so you’ll want to get this as proof you sent it away!
Note: Take a picture of this so that you have a copy of the tracking number and confirmation easily accessible (just in case it’s needed in the future).
Check Emails for Tracking & Progress
Signing up for shipment tracking notifications is optional, and in most cases isn’t really necessary, because you should get an email confirmation from TELUS when 1) the device is received and is in line for inspections (typically within 2-3 days from when you ship out the device), and 2) the device has been inspected and any credit is applied on the account (normally within 2-4 weeks or less, but may be longer during busy seasons).
Double Check Next Two Phone Bills
When you upgrade to a new phone or send away a device for the Bring-It-Back or Trade-In programs, it’s recommended to double check the next two phone bills to ensure you see the BIB charge (if applicable) and the appropriate credits for the returned device. In some cases where the timing is perfect, you may see both on the same bill. However, most of the time you may see the charge and credits on two separate bills instead.
Remember, any credit is based on the condition of the device when its received and the final inspection is done by TELUS, so there may be adjustment or deductions if any damages are found at that time or the device is locked.
Contact Client Care with Shipping Confirmation (if needed)
Just in case you don’t see any credits or email confirmation that TELUS has received your device, it could mean that the shipping company dropped the ball. If this happens to you, you should call the Client Care team by dialing *611 from your TELUS mobile phone or toll-free at 1-866-558-2273 from any other phone in Canada.
When you call in, please make sure to have the drop-off confirmation (printed hard-copy or the photo of it that you took earlier) and shipment tracking number ready so that the team can investigate quickly to help you get things resolved.
A Second Life for Old Phones
For older or broken phones that have low trade in values (or may not have any trade in value at all), some of them may be refurbished to be put into TELUS Mobility for Good programs to help people in need. These programs may include support for seniors or youth in need, government-assisted refugees, Indigenous women at risk, and more.
For “ancient” devices too old to reuse or too damaged to salvage, parts may be stripped down so that materials may be recycled where possible and any hazardous substances safely disposed.
Knowing that the old phones doing nothing, but sitting in your drawer at home may be put to good use (or at least responsibly recycled to protect the environment), make sure to find them and bring them in to our store!
