Frequently Asked Questions

How do I get a quote?
Find your device. Answer a few simple questions about its condition to see an estimated value. Complete the quote process by entering required customer information. Check your email for a message containing quote details and shipping instructions. The quote is valid for 30 days.

Does the quoted value ever expire?
Yes. Quotes are valid for 30 days. After a quote expires, you may request another quote.

How is the value of my equipment determined?
The value depends on a variety of factors, including the demand for your specific item in the secondary electronics market and its condition. When you visit the website, you'll answer a few simple questions about your device and describe its condition. Based on the information you provide; an estimated fair market value of your device is determined and a quote is displayed instantly.

How do I determine if a device is New in Box, Working or Non-Working?
Use the following outlined criteria which include functional and cosmetic condition.

NEW IN BOX - Device is still in factory original packaging. Must come with the box and all accessories sealed/untouched. For a device to be in this condition, the following must also be true:

• Plastic film is still on the device and has not been reapplied.
• The device has not been activated.
• Must come with the original box with matching serial number.
• Contains original accessories sealed and untouched.
• Must be paid off and free of any financial obligations.
• No asset tags.
• No remote management.
• No customer tape or markings.

WORKING - all of the following are true:

• Product is in working condition. (turns on and functions 100% as intended)
• Product is fully functional. (e.g., ports, keyboard, trackpad, speakers, etc.)
• Product has NO defective or missing components. (e.g., ports, keys, trackpad, SSD, HDD, etc.)
• Product is free of severe cosmetic damage. (e.g., damage restricting port usage, rolled corners causing LCD damage, exposed internal components)
• Product may have slight cosmetic blemishes.
• Product may have minor scratches or dings in the housing, due to normal usage.
• Product LCD may NOT have blemishes that are noticeable during normal operation. (e.g., dead pixels, white spots, burn-in, keyboard abrasion on screen, screen delamination, etc.)
• Product is NOT locked, iCloud locked, under Device Management Software supervision, part of Apple's DEP program, or reported stolen.
• Product is paid off and free of any financial obligations.

NON WORKING - any of the following are true:

• Product is NOT in working condition. (turns on and functions 100% as intended)
• Product is NOT fully functional. (e.g., issues with ports, keyboard, trackpad, speakers, etc.)
• Product has defective or missing components. (e.g., ports, keys, trackpad, SSD, HDD, etc.)
• Product has severe cosmetic damage.
• Product LCD has blemishes that are noticeable during normal operation. (e.g., dead pixels, white spots, burn-in, keyboard abrasion on screen, screen delamination, etc.)
• Product is locked, iCloud locked, under Device Management Software supervision, part of Apple's DEP program, or has been reported stolen.
• Product is NOT paid off and free of any financial obligations.

Can my quoted value change?
Working on behalf of Microsoft, Ingram Micro will contact you if the final value differs from the initial quoted value. If the condition of your device is different than described on your quote, we'll send you a revised quote. You will have seven days to either accept or decline the revised quote. If you decline the new quote value and want your device returned, return shipping fees may apply (please see our Terms & Conditions).

What devices are eligible for the program?
Any laptop, desktop, tablet or smartphone - may qualify.

How do I view the status of my quote?
Simply login to your account.

What if I receive a zero-value quote?
Ingram Micro will recycle devices from the following categories: Laptop, Tablet, PC & Mobile Phone. The customer will be responsible for all shipping/freight charges.

What if I can't find my device?
If your device is less than five years old, please email us at microsoft-tradein@ingrammicro.com. We will provide a custom quote and add your model to our program.

Can I trade in my devices if I live outside the United States?
No. Our program is only offered to individuals 18 years or older in the U.S.

How will I be paid for my equipment?
Ingram Micro will send payment via ACH Credit after the audit process is complete.

When should I expect payment for my equipment?
You will receive payment equal to the final value within three (3) weeks after the equipment is received.

What should I do with my old equipment before I send it in?
Remove any account passwords from your device. Search your device's manufacturer support page assistance. We also recommend that you perform a complete backup and data wipe (erasure) of all the information on your old device. Neither Microsoft or Ingram Micro assumes responsibility for loss or disclosure of any data on equipment. Any files or data left on your system may be accessible to others if data is not erased.

What happens to my equipment after I send it in?
Ingram Micro will test and assess the equipment to determine if it qualifies for devicereturns. Qualifying equipment, tested in working condition, will be sold in the secondary electronics market as "used." Equipment that does not qualify for devicereturns will be recycled by a contracted recycling supplier in an environmentally responsible manner.

What happens to my data?
Ingram Micro's data erasure process includes complete data removal to industry standards (NIST 800-88, HIPAA, and PII compliant). It is recommended that you perform a complete backup and data wipe (erasure) of all the information on your old system before sending it in.

How do I ship my device?
If you have less than five (5) trade-in devices, you'll receive an email notification with return shipping labels for each device. Simply package your device using an appropriate box, affix the provided prepaid shipping label, and ship your device. If you have five (5) or more trade-in items, our team will contact you to coordinate return logistics based on your specific needs.

Is there a weight limit on shipments?
Yes. There is a maximum per-box weight limit of 70 pounds.

What if I can't print my shipping label or placard?
Contact support at microsoft-tradein@ingrammicro.com.

What if I lose the email with my shipping instructions?
Contact support at microsoft-tradein@ingrammicro.com.

Is my device covered by a Microsoft Protection Plan?
For commercial devices check here: https://mybusinessservice.surface.com
For consumer devices check here: https://account.microsoft.com

What if I'm trading in a device covered by a Microsoft Protection Plan?
If you are trading in a device covered by a protection plan and you have questions about your entitlement under the plan, please refer to the terms & conditions relevant to your plan published here: https://aka.ms/MicrosoftProtectionPlans.