Have questions? Maybe these answers will help.

Launch| Galaxy S10 Trade In Program (FAQ)

Q. Why is there discrepancy of residual value of the old phone between retailers/carriers/SES/Samsung.ca?

A: Partners use different 3rd party vendors that evaluate trade-in devices based on different criteria.

Q. What type of trade-in device is required for promotion?

A: Pre-order Any make, any model, any manufacturer and any condition provided with a minimum trade in value of $25 that: (i) it is verifiable in accordance with its serial number, and (ii) was purchased in Canada.

Q. When is the promotion period?

A: March 8 – April 30 2019.

Q. Could I bring multiple trade-in devices for additional discount?

A: Only one (1) traded-in old phone in connection with the purchase of one (1) Samsung Galaxy S10 device; i.e., two or more traded-in old phones cannot be combined towards a higher credit on the purchase of a Samsung Galaxy S10, and can only be redeemed in one location.

Q. Does the offer extend to any other product purchases?

A: No, offer is only extended for purchase of a Samsung Galaxy S10.

Q. Can I receive the traded-in device back if I return Galaxy S10?

A: Once the traded-in old phone has been traded-in, it cannot be returned to the customer, even if the Samsung Galaxy S10 device has been returned by the customers for any reason including but not limited to buyer’s remorse. Samsung is not responsible for the traded-in old phone once it has been provided by the customer in connection with this offer.

Q. Why is the expected value of the trade-in device shown on the portal different from the actual amount on the cheque received?

A: The final trade-in value is based on the actual physical assessment of the trade-in device, which may result in difference from the initial estimation.

Q. What happens to my data in the traded-in device after this process?

A: Customer is responsible for removing/backing-up all data and all device locks from the traded-in old phone. Samsung and/or participating carriers, retailers, Samsung Experience Stores or Clover Wireless are not responsible for any loss or recovery of personal data whatsoever.

Q. How long does it take to receive my cheque?

A: Once the traded-in old phone is received and assessed, you will be mailed a cheque for the value of your traded-in old phone via regular Canada Postal Service within 60 days of completion of the verification process.

Q. Why didn’t I receive the promotional value ($200 or $100) in addition to the value of my old device in the cheque?

A: In order to be eligible for the promotion, the residual value of your old phone has to have a minimum value of $25.

Q. How do I track delivery of my trade-in device?

A: You will be provided a UPS Tracking # in the attached waybill sent by Clover.

Q. How do I receive the instant rebate in stores? Is it via gift card, cheque, discount of billing?

A: It will be an instant discount during your purchase, if the participating store provides in-store trade-in.

Q. What shipping company is being used to send my phone?

A: UPS waybill will be attached in the automated email sent by Clover.

Q. Do I have to purchase the Galaxy S10 to receive the rebate for my old phone? Is proof of purchase required?

A: You will receive instant discount during purchase of Galaxy S10 if the partner provides in-store trade-in assessment. If not, you must complete the purchase of Galaxy S10, receive the new device, go to galaxyupgrade.ca to receive cheque for the discount. In this case, you will need your proof of purchase to upload on galaxyupgrade.ca

Pre-Order | Galaxy S10 Trade In Program (FAQ)

Q. Why is there discrepancy of residual value of the old phone between retailers/carriers/SES/Samsung.ca?

A: Partners use different 3rd party vendors that evaluate trade-in devices based on different criteria.

Q. What type of trade-in device is required for promotion?

A: Pre-order Any make, any model, any manufacturer and any condition provided with a minimum trade in value of $25 that: (i) it is verifiable in accordance with its serial number, and (ii) was purchased in Canada.

Q. When is the promotion period?

A: February 20 – March 7 2019.

Q. Could I bring multiple trade-in devices for additional discount?

A: Only one (1) traded-in old phone in connection with the purchase of one (1) Samsung Galaxy S10 device; i.e., two or more traded-in old phones cannot be combined towards a higher credit on the purchase of a Samsung Galaxy S10, and can only be redeemed in one location.

Q. Does the offer extend to any other product purchases?

A: No, offer is only extended for purchase of a Samsung Galaxy S10.

Q. Can I receive the traded-in device back if I return Galaxy S10?

A: Once the traded-in old phone has been traded-in, it cannot be returned to the customer, even if the Samsung Galaxy S10 device has been returned by the customers for any reason including but not limited to buyer’s remorse. Samsung is not responsible for the traded-in old phone once it has been provided by the customer in connection with this offer.

Q. Can I receive both the Trade in Program Offer & GWP offer through select channels?

A: No, offer is not available to purchases made through TELUS, Koodo, Videotron, Costco (Wireless Etc) and cannot be combined with this offer (non-stackable).

Q. Why is the expected value of the trade-in device shown on the portal different from the actual amount on the cheque received?

A: The final trade-in value is based on the actual physical assessment of the trade-in device, which may result in difference from the initial estimation.

Q. What happens to my data in the traded-in device after this process?

A: Customer is responsible for removing/backing-up all data and all device locks from the traded-in old phone. Samsung and/or participating carriers, retailers, Samsung Experience Stores or Clover Wireless are not responsible for any loss or recovery of personal data whatsoever.

Q. How long does it take to receive my cheque?

A: Once the traded-in old phone is received and assessed, you will be mailed a cheque for the value of your traded-in old phone via regular Canada Postal Service within 60 days of completion of the verification process.

Q. Why didn’t I receive the promotional value ($200 or $100) in addition to the value of my old device in the cheque?

A: In order to be eligible for the promotion, the residual value of your old phone has to have a minimum value of $25.

Q. How do I track delivery of my trade-in device?

A: You will be provided a UPS Tracking # in the attached waybill sent by Clover.

Q. How do I receive the instant rebate in stores? Is it via gift card, cheque, discount of billing?

A: It will be an instant discount during your purchase, if the participating store provides in-store trade-in.

Q. What shipping company is being used to send my phone?

A: UPS waybill will be attached in the automated email sent by Clover.

Q. Do I have to purchase the Galaxy S10 to receive the rebate for my old phone? Is proof of purchase required?

A: You will receive instant discount during purchase of Galaxy S10 if the partner provides in-store trade-in assessment. If not, you must complete the purchase of Galaxy S10, receive the new device, go to galaxyupgrade.ca to receive cheque for the discount. In this case, you will need your proof of purchase to upload on galaxyupgrade.ca

About the program

Q. Who can trade in?

A: Anyone that's ready to trade up to an amazing new Samsung device and trade-in an eligible used mobile device.

Q. Why trust this trade-in program?

A: Clover Wireless has more than 20-years of experience valuing used electronic equipment. We'll provide the maximum trade-in value for your used mobile device and if not a good usable device then we will ensure it is recycled responsibly through an R2 and eSteward registered end of life recycler.

Q. What will it take to get paid?

A: Use the site to create your estimate and register your trade with us. Upon completion, instructions for packaging and mailing the device will be sent to your email address. Print the pre-paid shipping label and mail in your device. Once Clover Wireless verifies the item you're trading in matches your estimate and can validate your purchase of a new Samsung device, you will be issued the verified value.

Q. What happens with my smartdevice once I mail it in?

A: Clover Wireless reconditions for resale or recycles all the mobile devices we receive during this program. Clover Wireless employs a zero tolerance landfill policy

Q. Could my device be resold overseas?

A: Yes, frequently overseas markets have a greater demand for previously owned consumer electronics. We remarket only fully functional products to legitimate businesses overseas.

Q. Do you ever donate items?

A: Yes, on occasion Clover Wireless donates products, but not to individuals. Some working products with a lower resale value are occasionally routed through our corporate relationships to needs based services like shelters, senior citizens homes, and schools.

Q. Are you a certified recycler?

A: Yes, Clover Wireless is certified, audited and registered ISO 14001 reseller and recycler and we work with a dedicated end-of-life service partner who is both BAN and RIOS certified and exceeds all government regulations.

About Trade-in Values

Q. How is the trade-in value determined?

A: Trade-in value is determined by the current resale market of the device being traded in; specific make, model and condition are also used. We analyze markets constantly to ensure you get a fair trade-in value. What's your device worth? Find out!

Q. Do the trade-in values ever change?

A: Yes. Clover Wireless periodically, reviews the current trade-in value table and updates the value calculator based on market conditions. However, once you have you have received your estimate we will hold the estimated value for 30-days.

Q. Will my trade-in estimate ever change?

A: The estimated value is only valid for 30-days. As long as we receive your used device within 30-days of your initial estimate, and it is in the condition you reported, your quoted value will remain the same. After the 30-day period has expired, the quoted estimate is subject to change upon final verification.

About Acceptable Products

Q. What products will you accept?

A: A list of qualifying devices is available once you start your trade-in estimate. Start now.

Q. What if my device isn't listed?

A: If your device is not listed then, unfortunately, it isn't eligible for this program. However, it can still be recycled for free by selecting the option Don't Know/Other from the drop down menu(s).

Q. What if the condition of my device is different from what I represented?

A: If the device condition differs materially from that which you described, we reserve the right to recalculate the value using the same condition parameters originally available to you. You are under no obligation to accept the recalculated estimate and no trade is final until the device has been mailed.

Q. Does a damaged product qualify for a trade-in?

A: Some products may contain physical or functional defects and still qualify for a trade-in value. However, in order to receive the maximum available trade-in value, your device should be in current working order.

Q. What about my accessories ? do you recycle them too?

A: When you recycle a product through us you can send in the accessories as well, however unless specifically asked for during the product evaluation, this is not required. Accessories include things like power cords, chargers, batteries, connector cables, holders, sleeves, and protectors.

Q. Can I trade in more than one item?

A: Absolutely. Each item is valued individually, and assigned a unique tracking number to ensure traceability all the way through to resale or recycling. You will receive a separate check for multiple trade-ins.

Q. What about all the data I have on my device or tablet?

A: We encourage you to clear any personal data from your device before shipping the device in to us. All products are subject to a certified data removal process upon receipt.

For devices and other devices with built-in memory, all numbers, contacts, data files and other information are completely erased. And the device is restored to its original settings. Any SIM cards received will be removed and destroyed.

For devices with a separate hard drive, all hard drives are erased and completely rewritten, erased and rewritten again, then erased one final time so that data retrieval is virtually impossible. For products going to recycling, the hard drives are removed and held in a lock box until they are able to be smelted.


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