AT&T: equipment return
Return a new device within 14 days. Send back an old device you owe AT&T within 30 days.
What does this mean?
Grade A (high: almost everything comes from official pages read directly). 98% of 50 sources are the organization's own pages or government sites.
Collect
- order number
- receipt
- return tracking number
- device IMEI
Steps
Return or exchange a new wireless device within 14 days from purchase (or from the shipping date). For a mail return, call 800.331.0500 within the window to get a prepaid shipping label by email.
When you must send your original device back to AT&T, use the prepaid label in the new device box or print one at att.com/checkmyorder, and ship it within 30 days.
If you are charged after a return, send the tracking number and ask for removal. Then use a Notice of Dispute.
More contacts for this issue
Facts you can cite
- Deadline
Wireless devices bought from att.com, by phone or at an AT&T-branded store can be returned within 14 days from purchase date (or shipping date if shipped), for a full refund less any applicable restocking fees.
Source: att.com, verified 2026-10-12
- Fee
Returns to an AT&T-branded store may have a restocking fee of up to $55. Apple devices returned in unopened packaging have no restocking fee. Online orders returned within the 14-day policy have no restocking fee.
Source: att.com, verified 2026-10-12
- Deadline
AT&T says to send the original device back within 30 days; if you do not, you are charged the remaining balance on the device's installment plan.
Source: att.com, verified 2026-10-12
If that fails, escalate
Go up one step at a time. Keep the reference numbers and dates from each contact.
Customer service
Retention team
Ask for a loyalty expert.
Written complaint
Formal written dispute under the Consumer Service Agreement. AT&T has 60 days to resolve it.
Federal regulator
State agency
Your state’s attorney general. Find it in the list of state agencies (also as JSON:
states/<code>.json, for example states/ny.json).Arbitration
60 days after AT&T receives a complete Notice of Dispute: small claims court or JAMS arbitration.
Watch out
- Number Transfer PIN can be requested only by users with primary online access, or by dialing *PORT with the account passcode.
- Billing center tools ("See what changed") need sign-in.
- A Customer Privacy Waiver (Account Authorization form) is required before AT&T discusses a dispute with anyone other than the account holder, including an agent or attorney.
Let your AI agent handle this
Escalate Anything is a free, open-source MCP server for Claude, Cursor, VS Code, Gemini CLI, Codex and other AI apps. Your agent gets this playbook, keeps a case log with reference numbers and follow-up dates, and drafts each message for you to approve.
1. Set it up (needs uv):
uvx escalate-anything setup2. Ask your agent:
I returned my AT&T equipment on [date] and they still charged me. Use Escalate Anything to get the charge removed.Source code, other install options and the Claude Code plugin