Tag Archives: tracking number

What do I do if my phone is lost in the mail?

First, please be sure you have already received an email containing your Q Link cell phone’s tracking number. If you have not yet received this email, please check your account status to make sure your phone has already been shipped.

Phones are shipped by the United States Postal Service (USPS) with service through UPS. If you already have your tracking number, you may see your phone’s tracking details on either the USPS or the UPS website. There are two ways to determine if your phone was lost while in transit:

  1. In Transit. Please note, the “estimated delivery” is not guaranteed, and actual delivery dates depend on your local post office. If your phone has been in transit for 2 weeks after the scheduled delivery date, and the last location shown is not in your city, then it may be lost in the mail. Out for USPS delivery
  2. Delivered. If the tracking details show that your phone was delivered (with a date and time shown) and you have not yet received it, it may be lost in the mail.USPS delivered

If you feel your phone was lost in the mail, please contact customer support right away.

You can call Customer Support at 1-855-754-6543, or send us an email by clicking here. Make sure to provide your information just like it is on your Q Link account, and explain the issue clearly. It may take up to 72 hours for our Customer Support team to begin processing your request.


Where is my replacement phone or charger?

If you have purchased a replacement phone or requested a replacement charger, you will receive an email once your request is being processed. Then, once the item(s) has shipped, you will receive a second email notifying you of shipment and providing a tracking number. Please allow 7 to 10 business days for complete processing of your replacement Q Link phone or charger.

If you have returned a broken phone or accessories, please allow up to 14 days for us to run diagnostics and return the phone or a replacement phone to you.

If you have not received an email with your tracking number after 14 days, or if the tracking status shows the package was delivered, but you haven’t received it, please contact customer support right away.

You can call Customer Support at 1-855-754-6543, or send us an email by clicking here. Make sure to provide your information just like it is on your Q Link account, and explain the issue clearly. It may take up to 72 hours for our Customer Support team to begin processing your request.