Gazelle's frequently asked questions

Item details
General:
Q: Can you provide more information regarding the condition of your items?
All of our items are used and include general descriptions of the condition. We use a scale of Excellent, Good, Fair, and Poor. If there are any significant blemishes, they are noted separately as 'visual defects.' Please make sure to read the entire description. Our customer care agents generally do not have any additional information regarding the condition of a single item.

Q: Can you provide an actual photo of the item for sale?
We use stock photos on our listings to give an approximation of the item for sale, but unfortunately aren't able to provide photos of the actual items.

Q: What accessories are included with the item?
Only the accessories that are specifically noted in the description under 'Accessory' will be included. Please note that many items do not include all the original accessories.

Q: Do the items include warranties?
All of our items are used and we aren't able to verify the original warranty status. We only provide our 14-day return policy. If you are interested in purchasing an extended warranty, please click on the SquareTrade link on the product page.

Q: What do you mean by 'normal wear and tear'?
Many of our items exhibit only normal wear and tear such as small scratches or scuffs from carrying a phone in a pocket or purse. We judge every item the same without considering the age of the item.

Cell phones:
Q: How do I know if a phone will work with my service?
Most cell phones include the carrier in the title and description. In those cases, the cell phone is only compatible with that single carrier - they are not interchangeable. Unlocked GSM phones will specifically say 'unlocked' in the title and description, and will work with any GSM carrier's SIM card. Phones for carriers like Verizon, Sprint, and Alltel are usually listed with the ESN at the top of the page. The ESN can be double-checked with the carrier to ensure compatibility.

Computers:
Q: What software is included?
Most, but not all, of our computers will only include the operating system. Please read the entire description for more information. The operating system will include the COA software code but will not be activated and does not include the discs unless specifically noted. Most computers will not have the driver software installed. This means that some features may not work correctly until the free software is downloaded from the manufacturer's website.

Q: Will the laptop battery work normally?
We do test the functionality of laptop batteries, however the batteries are not new and may not hold a charge like a new battery.

Shipping
General:
Q: How soon will my item be shipped?
We generally ship within 1 business day of receiving your cleared payment. Please note that items ordered on a Friday may not be shipped until Monday.

Q: I live nearby - can I pick up my item?
Sorry, our warehouse doesn't have a storefront and we are unable to arrange pick-ups.

Q: Do you offer combined shipping?
Most of our items include free shipping so no shipping discount is available. If you purchase multiple Buy-it-Now items, they will be shipped in separate packages. In certain cases when purchasing multiple items from our traditional auctions, we do offer a small shipping discount which is computed automatically with our checkout system.

Q: Where do you ship from?
We ship from Boston, MA USA.

Q: Will you provide a tracking number?
Yes, once your item has shipped, we will email your tracking number to the email address that is associated with your eBay account. You may also check your order status at: https://checkout.channeladvisor.com/checkout.

Q: What shipping service do you use?
For domestic shipments, we use UPS for most orders and USPS for orders that ship to PO Boxes. For international shipments, we use FedEx, except for orders going to Greece, Ukraine, Russia, and Canada which are shipped via USPS.

International:
Q: Will you mark my item as a 'gift' or at a lower customs value?
Sorry, we can not mark items as gifts or at a lower value.

Q: Will I have to pay any additional fees for delivery?
You may be responsible for additional taxes upon delivery. These are a normal part of international shipments and we are unable to provide reimbursement.

Payment
Q: What payment methods do you accept?
For Buy-it-Now items, we only accept PayPal. On traditional auctions, we can also accept direct credit card payments for domestic orders. Each listing will display the payment methods we accept.

Q: Will you accept money orders?
Sorry, in accordance with eBay policy, we are not able to accept money orders.

Q: Will you accept an offer for a lower price?
We aren't able to accept offers on our items or negotiate alternate shipping arrangements.

Q: What does 'immediate payment required' mean?
Our Buy-it-Now items require immediate payment, which means that you must submit payment via PayPal before winning the item.

Q: How do I confirm that you have received my payment?
Your PayPal receipt serves as proof of payment, and we will notify you once we have shipped your item. You may also check your order status at: https://checkout.channeladvisor.com/checkout

Q: Do you charge sales tax?
We charge sales tax only for orders shipping to Massachusetts addresses.

Returns
Q: What is your return policy?
Please view our complete return policy that is listed on every product page. In general, we allow returns within 14 days of receipt as long as you contact us to request an RMA number. We will provide instructions but are not able to pay for return shipping. Once we receive your item back, please allow 5 business days for processing before we issue your refund.

Miscellaneous
Q: How can I contact you if I have other questions or concerns?
You can contact us from any of our eBay listings by clicking 'Ask seller a question' or contacting us by viewing your purchased items. We can be reached directly at store@gazelle.com

Q: Will you leave feedback for me?
We will leave you positive feedback once we ship your item. We ask that you leave positive feedback in return, or let us know if there is any reason you would not leave us perfect feedback so we can help.

Q: Where do you get the items that you sell?
All of our items are pre-owned and were purchased directly from consumers all around the country. We inspect every item in our facility before listing it for sale.

Return Policy:
Gazelle Satisfaction Guarantee:
We want to ensure you have the best experience possible with us, so if you are not 100% satisfied with your purchase we accept returns in accordance with the following policy:

Returns must be initiated within 14 days from the date you originally received the item.

To initiate a return, contact us through 'Ask Seller a Question' to request a Return Merchandise Authorization (RMA#). Please include the reason for the return in your message as well as your preferred email address to receive further instructions and updates.

We will send return instructions to your email, along with a form to include with your item. Returns must be postmarked within five business days of the RMA issue date.

Please allow 5 business days for processing once we receive the returned item. We are not able to pay for return shipping. We reserve the right to charge a 10% restocking fee if our return policy is not followed, or if the item is not in the same condition as when it was delivered. Refunds are issued to the original payment source. Unfortunately, we cannot provide exchanges.

Feedback message:
Your satisfaction is our mission, and we want to earn your five star ratings! In the eBay world, four out of five stars is actually below average, so if you're happy with our service, please take a minute to leave us positive feedback (we leave you positive feedback as soon as we ship your order!) All you have to do is go to My eBay, click on 'You have to leave feedback,' and click our item. When you see the page you originally bought your item through, just click leave feedback, and remember to leave us positive feedback AND five star ratings!

If you have any questions or concerns about your purchase whatsoever, please do not hesitate to contact our Customer Care team directly through eBay's contact form. Thanks again for choosing Gazelle, and we hope you come back soon!

Contact us:
We are committed to providing excellent products with outstanding service.

If you have any questions or concerns, please feel free to send a message by going to 'ask seller a question' from any of our items for sale, or contact us by viewing your purchased items.

We can also be contacted directly at store@gazelle.com. Please make sure to let us know what item or order your message concerns.

We will do our best to respond within 1 business day.