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Frequently Asked Questions

Do devices purchased on Glyde come with a warranty?

Yes. All fully functional devices sold on Glyde have a 12-month limited warranty.

 

What does the 12-month warranty cover?

The limited warranty is applicable for defects in material and quality that fail in normal usage.

 

Does the 12-month warranty cover accidental damage?

No. But, you can add a 1- or 2-year accidental damage protection plan from TessaB Protect when you purchase your device.

 

Is the loss of data covered by the 12-month warranty?

No. Coverage is limited to the repair or replacement of the device.

 

How do I obtain warranty service?

To obtain warranty service for your Glyde device, please contact us at +1 (888) 891-2885.

 

Will I get the same device back from the warranty service?

Not necessarily. Glyde will replace or repair the defective device, and the replacement may be a different but comparable device if the same device is not available. You should back up all data before getting a warranty service.

 

How long does it take to get my order?

We offer USPS ground shipping for free which can take 1-5 days. Or buyers can upgrade to USPS Priority Mail for a charge which takes 1-3 days.

 

What's the standard return policy on Glyde?

We’ll accept return requests for unopened, unused items, with the original tags still intact. The product(s) must be in their original packaging. If applicable, product(s) must be in the same condition they were received. If you wish to return your item, we must receive your request within 30 days of the date you received your item. A 10% restocking fee will apply to no longer needed items. Used Phones purchased on Glyde carry a 12-month warranty and will be exchanged only after the 30-day period. Brand new items will carry the manufacturer’s 12-month warranty and will be subject to our 30-day return policy.

 

How do I return a device I purchased on Glyde?

If your device is eligible to be returned, you can initiate the process directly from the account management section of the site. You can track your shipment status in the account management area of the site as well.

 

How will I be refunded for my return?

Once we receive your returned item, our team will review your request and inspect the item. We will send you an email to confirm that we have received your item and are processing your request. We’ll follow up with another email once the request has been processed to let you know if your return was approved.If approved, the money will be refunded to your original method of payment within 72 hours. Please note, all payment companies vary in the amount of time they take to confirm payment. It typically takes a few days for the refund to show up in your bank statement. Phones purchased on Glyde will carry a 12-month warranty and will be exchanged only after the 30-day period.

 

Can I exchange my purchase?

In the unlikely event that you receive a damaged or defective item, we’re happy to exchange the item for a new one. Email [email protected] within 30 days of receiving your product, and our friendly Glyde Guides will be glad to help you begin the exchange process!

 

What does it mean when a device is unlocked?

An unlocked device is not tied to a specific carrier. Most recent devices can work on any carrier once they're unlocked, but some older devices are locked to a specific set of carriers. 

 

Can I cancel my order?

If you wish to cancel your order, please contact us at +1 (888) 891-2885.

 

How do I contact TessaB Protect customer service?

You may obtain service or claim support by accessing the TessaB Protect App, using the online Consumer Web Portal (https://tessabprotect.servify.tech/), by emailing to [email protected], or by calling (toll-free) 1-833-313-3331. For faster service, please have your number or device serial number available.

 

Can I buy on Glyde if I'm based outside of the United States?

No. Currently, Glyde operates only in the United States.

If you have any questions not addressed in our FAQs, don't hesitate to contact our customer service. One of our friendly Glyde Guides would be happy to assist you! 

 

Call us at +1 (888) 891-2885 from 9 AM - 5 PM EST Monday-Friday, or email us at [email protected]