Trade-In FAQs
General Questions
What is the Best Buy Trade-In Program?
The Best Buy Trade-In Program offers a convenient way for you to exchange used electronics for Best Buy Gift Cards, credit applied directly towards a purchase, or credit towards the installment billing cost for a mobile device (installment billing credit available in store only). You must be 18 years old or older (except in AL or NE, 19 or older) to take advantage of the program. We offer trade-in both in person at our stores and on BestBuy.com (via shipping). Please see the dedicated In-Store Trade-in and Online Trade-in FAQs sections below for more information about the differences between these experiences.
What types of products can I trade in?
All items that we accept for trade-in can be found in our Trade-In Estimator Tool at BestBuy.com/Trade-In. Eligibility of an item for trade-in can change at any time. You can select a category to browse eligible items or use the available search options to locate your item to determine if it is eligible for trade-in. If an item is not found in our Trade-in Estimator tool, we do not accept it for trade-in. Trade-in quotes must be initiated through our website, mobile app, or at a participating store location. We do not provide customized quotes directly to customers by email, chat, or phone. Emailed requests for a custom quote will not receive a reply and quotes offered in error by phone or chat employees cannot be honored.
How do you determine my item’s trade-in value?
Best Buy will provide a quote for the item based on numerous factors, including product model, age, condition, required accessories, and current resale prices, which can all affect the trade-in value. The item model selected for the quote must match the model item you have to trade in exactly, so you should ensure that your item matches before completing the quote process. If the quote is created in advance of the item evaluation, the value may be adjusted after inspection if the product description does not match the information provided during the quote process. The trade-in value offered for an item after inspection is non-negotiable.
What if I feel that I should receive more value for my product? Will there be room for negotiation and feedback?
No. While we welcome and value feedback from our customers, our trade-in values are fixed in the system at the time of evaluation. If you create a trade-in quote, offer Best Buy an item in relation to that quote, and Best Buy then accepts that item for the quoted value, the trade-in transaction is considered final when payment is issued, even if the item described does not exactly match the condition, model, or specifications of the original quote.
How do you assess the condition of my product?
Our employees grade the condition and perform a functionality check. At a minimum, for us to accept a device, it must turn on and function as a user would normally expect. Power supplies are often required and a battery-powered device must run on its own battery. We assign a condition grade based upon our inspection. Condition grades can vary between product categories, so ensure that you select the option with the description that best fits your item. Additional questions may also be asked regarding required accessories, screen condition, or other factors. General condition grades include, but are not limited to, the following: GOOD. The device is fully functional with no technical problems and has no scratches, dents, or dings. Shows signs of normal use. FAIR. The device is fully functional with no technical problems and only a few scratches due to normal use. If the device has a screen, there are no scratches or burned-out pixels. Moderate physical damage but fully functional. NO VALUE. There is an issue with the device which causes it to be ineligible for trade-in, including but not limited to the following: If a device is not accepted for trade-in, it is possible that we can responsibly recycle it for you. Some “No Value” condition items are sent to a recycling partner that complies with the highest industry standards regarding the reuse, refurbishment or recycling of products as well as waste disposal generated from the recycling process. We cannot accept items marked by an asterisk (*) in the list above for recycling. To learn more about our Recycling Program see BestBuy.com/Recycle.
- It has significant/severe physical damage;
- The internal components of the device are visible/exposed;
- It has insect/rodent infestation/damage*;
- It has water damage or damage from other fluids*;
- It has a swollen battery*;
- It has physical damage or product failure that affects its ability to perform its normal functions or impairs its use;
- It has been permanently personalized (engravings, modifications, etc.);
- It does not contain all OEM (original equipment manufacturer) parts or was not serviced by the applicable manufacturer and/or approved service provider;
- It is missing one or more accessories that are considered a part of the core product (ex. S-Pen for Samsung Galaxy devices, Nintendo Switch dock, proprietary charger/power cable, etc.);
- The device model family has been recalled or withdrawn from sale (regardless of individual item failure or repair);
- The factory seal has been broken;
- It shows indications of serial number modification or tampering;
- It is software locked (password, PIN, pattern lock, etc.);
- It is still attached to an active user account;
- The "Find My Device" function (or any similar functionality) has not been disabled;
- It was not manufactured for use within the United States.
How do I prepare my product for trade-in?
All trade-in devices must be: 1. Clean and safe to handle a. Unacceptable conditions include items with: i. Sharp edges on metal/glass/plastic components ii. Exposed electronic components iii. Swollen or damaged batteries iv. Human/animal/insect residue or biohazards b. Items shipped to Best Buy with an unacceptable condition are subject to recycling/disposal without the option of return, as per the Trade-In Program Terms & Conditions2. Cleared of all passcodes, screen locks, or other user verification locks 3. Removed from any account services (iCloud, Google, Samsung, etc.) a. Apple Devices – Go to Apple’s Support page here and follow the instructions to “Remove Activation Lock on the web if a device is offline” to remove the device from your iCloud account. Do not select to erase the device, as this will not remove the lock. b. Google/Android Devices – Go to this Google support article and follow the directions under “Sign out on a device you no longer use.” c. Samsung Devices – Go to the Samsung Account Website, log in to your account, navigate to the Devices tab, identify the device you need to remove, select that device, and complete the Remove or Unregister option. 4. Removed from any Mobile Device Management (MDM) system or Device Enrollment Program (DEP) 5. Fully reset to factory default settings. a. Item must be operational and usable at the time of trade-in to ensure full testing of the device is possible. b. The item must contain an operating system or otherwise function normally, otherwise it will be considered in “No Value” condition.
What other items should I bring/include with my Trade-In?
You should include all items named in the trade-in item description, are considered a “core” part of the item at the time of purchase, or are specifically mentioned in the item condition questions. Non-OEM (original equipment manufacturer) accessories are not accepted for trade-in value in most circumstances. While not a comprehensive list, see below for specific product category examples and which accessories are or are not required.
- Laptop Computers – The power adapter is required for the maximum trade-in value. If not included, the value of the item is reduced or negated.
- Smart Watches/Activity Trackers – A clean, functional band is required for trade-in value, but the original band is not required.
- Tablets, 2-in-1 Computers, Handheld Gaming Consoles – Docking stations that are always bundled with the item or are specifically noted in the trade-in product description are required to receive trade-in value.
- Gaming Consoles – A power cable is required for trade-in value. Missing controllers will significantly reduce trade-in value. Non-OEM controllers are not acceptable.
- DSLR Cameras – Camera body and lens combinations must include the original lens bundled with device as noted in the item description.
- Earphones with Charging Case – The OEM case is required for trade-in value. Replacement cases are not acceptable.
What happens to the item I trade in?
Regardless of the trade-in product’s condition, your device may be: Any accessories or other items included with the trade-in item (ex. cases, charging cables, digital memory cards, video game discs/cartridges, etc.) cannot be retrieved or returned after the item is accepted for trade-in. You are responsible for removing any data and accounts from your device before providing the product to us. Under no circumstances will Best Buy be liable for any loss of data, media, or accessories from products provided to us for trade-in or recycling. For help on transferring, backing up, and removing your personal data, we recommend scheduling an appointment with Geek Squad® before you plan to trade in your device.
- Sold by Best Buy Secondary Markets channels or other Best Buy resale outlets;
- Sent to Geek Squad® Service Centers (for parts and refurbished devices sold via the Best Buy outlets online); or
- Responsibly disposed of via our Recycling Program. See BestBuy.com/Recycle for details.
Can I trade in more than one item at a time?
Yes, we accept many different product categories for trade-in, and it is common for our customers to trade in multiple items at the same time. Best Buy reserves the right to limit Customers to trade in no more than five (5) of the same, or similar, product per month. This product limit is not static or comprehensive, and it is subject to change at any time. Please note that there may be additional product limits associated with promotions. We reserve the right to refuse any trade-in or limit quantities for any reason at our own discretion.
What if I am a business or institution?
Our Trade-In Program is intended for the convenience of our retail customers and is not designed to handle large volume or commercial transactions. Businesses and institutions interested in trading in units should contact their Best Buy Business Account Manager. Learn more at Best Buy Business.
If it is identified that a person or business is utilizing Best Buy’s consumer Trade-In Program to trade in large numbers of items, Best Buy reserves the right to refuse the items offered for trade-in, prohibit future participation in the program, and/or take any additional actions described in the Trade-In Program Terms & Conditions.
Why doesn’t a Trade-In promotion apply to my device?
From time to time, Best Buy runs special promotions to work in conjunction with our Trade-In Program. These promotions are usually available for a limited time and only apply under certain conditions. Examples of these conditions include the purchase of a specific new-in-box item or having an active My Best Buy Plus and/or Total Membership. Due to the nature of these promotions, your trade-in device may not be eligible. Please refer to our Current Promotions page or the related promotion landing page on BestBuy.com for details and restrictions on a specific promotion.
I added the wrong model trade-in item to my order. Can you please adjust the trade-in information on my order?
There is no way to change the trade-in information on an order once it is placed. If your item model does not match the item you created a quote for, your trade-in transaction will potentially not be able to be fulfilled, either in store or through our online shipping process. If an adjustment can be made without cancelling the trade-in transaction, the item may be re-valued for a lower or no value. An item cannot re-valued for a higher value than the original quoted amount.
I created a trade-in quote for shipping but now wish to visit a store to trade in my item (or vice versa).
You are under no obligation to fulfill a quote you have created; however, quotes cannot be altered to be fulfilled by a different method. Stores cannot retrieve or honor quotes created for shipping and quotes created for in-store fulfillment cannot be shipped. You would need to generate a new quote for your preferred fulfillment method. If there was a promotion attached to your original trade-in and the promotional offer has expired, there is no way to apply the original promotion to a new quote. You must continue with your original trade-in to receive the promotional value.
How can I get help with my trade-in?
Please note: Once a trade-in has been completed and payment processed, it is considered final. In-Store Trade-In: Online Trade-In:
- Please visit the customer service desk at the store where you plan to or have already traded in your device.
- The Trade-in Team email inbox is not a support channel for in-store experiences or escalations.
- You should work directly with the leadership team at the store to resolve any concerns, as they are responsible for resolving issues resulting from in-store pickup transactions and trade-ins made in their store.
- Please contact onlinetradein@BestBuy.com. Do not call or use chat.
- Typical response time is within 2–3 business days, Monday–Friday (excluding holidays). This can be delayed during a promotional or sales period when incoming volume is high.
- Every email sent to onlinetradein@BestBuy.com is reviewed and investigated, but if a question or concern is answered by the inbox’s automated reply or by our Trade-in FAQs, you may not receive a direct, personalized reply.
- Make sure to add onlinetradein@BestBuy.com to your email’s “safe sender” list to ensure receipt of all communication regarding an online trade in. Please be sure to check any spam, junk, or promotions folders, as email providers often filter them there.
Online Trade-In
What is the process if I want to trade in my item online for a Best Buy e-Gift Card?
- Visit BestBuy.com/trade-in and select the product you want to trade in. Answer a few questions about your item and we'll give you an estimate of the trade-in value of your item.
- If you agree with the estimate and our Trade-In Program Terms & Conditions, follow the instructions to ship your product to us with the provided carrier shipping label. An email with the details of the estimate and a link to the shipping label is sent to you from onlinetradein@BestBuy.com. Drop off your item at the carrier's store, authorized access point, or call the carrier to arrange for a home pickup. Your item must be delivered to us within 14 days of the estimate or Best Buy has the right to revise or withdraw the estimate for trade-in or credit value.
- Our verification team will grade your product's condition and verify its functionality. It may take several business days after delivery for this to occur.
- We'll evaluate your item and send an offer to you via an automated email from onlinetradein@BestBuy.com. If the item value offered matches your original quoted value, the trade-in is automatically finalized and is considered final. The item is not eligible for return to you.
- If the item value does not match your quoted value, you must reply to the offer email within 72 hours to accept or decline the new offer, or (when possible) work with Best Buy to overcome any issues that are negating the trade-in value. If there is no response within the 72-hour window, Best Buy may finalize the transaction at any time if we have not received a response.
- If the item is determined to have no trade-in value, it can either be returned to you (except in cases where the item is determined to be a safety, fire, or biohazard or when the trade-in transaction has been determined to be in violation of the Trade-in Program Terms and Conditions) or be responsibly disposed of by Best Buy. In addition, Best Buy reserves the right to request coverage of return costs for an item at our discretion and decline a return when not provided. If an item is returned, the quote is cancelled as part of the return process. Items cannot be shipped back to fulfill a quote once returned to a customer.
- If finalized for trade-in value, an electronic Best Buy Gift Card will be electronically issued to you within 5 business days from noreply@delivery.BestBuy.corporate.thegiftcardshop.com. Please add this email address to your "safe sender" list.
What is the process if I want to trade in my item online to discount a new purchase?
1. Begin a BestBuy.com order and add the desired trade-in to receive credit towards your new purchase of a comparable item. 2. After your related purchase item is delivered, follow the instructions provided in your delivery confirmation email to ship the trade-in item as soon as possible. The prepaid shipping label will be accessible from your order details page on BestBuy.com for up to 14 days after the new item was delivered. 3. Drop off your item at the carrier's store, authorized access point, or call the carrier to arrange for a home pickup. Your item must be delivered to us within 14 days of the estimate or Best Buy has the right to revise or withdraw the estimate for trade-in or credit value. 4. Our verification team will grade your product's condition and verify its functionality. It may take several business days after delivery for this to occur. 5. We'll evaluate your item and send an offer to you via an automated email from onlinetradein@BestBuy.com. a. If the item value offered matches your original quoted value, the trade-in is automatically finalized and is considered final. The item is not eligible for return to you. b. If the item value does not match your quoted value, you must reply to the offer email within 72 hours to accept or decline the new offer, or (when possible) work with Best Buy to overcome any issues that are negating the trade-in value. If there is no response within the 72-hour window, Best Buy may finalize the transaction at any time if we have not received a response. 6. If the item is determined to have no trade-in value, it can either be returned to you (except in cases where the item is determined to be a safety, fire, or biohazard or when the trade-in transaction has been determined to be in violation of the Trade-in Program Terms and Conditions) or be responsibly disposed of by Best Buy. In addition, Best Buy reserves the right to request coverage of return costs for an item at our discretion and decline a return when not provided. If an item is returned, the quote is cancelled as part of the trade-in return process. Items cannot be shipped back to fulfill a quote once returned to a customer. 7. If finalized for trade-in value, When the transaction is finalized, your trade-in value along with any associated promotional value, will refund automatically to the original form of payment from the order. 8. If there is an issue that is causing a payment to not process automatically:
a. The issuance of refunds may be delayed, as these require manual processing to correct.
b. When possible, refunds will be made to your original form of payment and, in certain instances, may not directly reflect on your order.
c. Payment may be issued by Best Buy e-Gift Card from noreply@delivery.BestBuy.corporate.thegiftcardshop.com if a refund is not able to be processed to the original form of payment.
- Best Buy does not directly provide shipping labels for the online trade-in process by email.
- Best Buy phone and chat agents cannot provide you with a trade-in shipping label. If a chat or phone agent provides you with a label, you should not use it to ship a trade-in item. The labels they can generate are intended for the return of a purchased product, not for shipping a trade-in item.
I see a message in my order details telling me my trade-in is cancelled or I cannot access my shipping label. What do I do?
The cancellation message appears once the time limit for generating your trade-in shipping label has passed. If the shipping label is no longer available from your order details page, you are no longer able to ship your trade-in item. If you initiated or completed a return or exchange on your order that affects the purchase item (including a return or exchange of a different item that is part of a bundle offer) before shipping the trade-in item, you can no longer access the shipping label, as the trade-in transaction is cancelled. If you already shipped your device before seeing the cancellation notice, the trade-in should complete normally. If there is a problem with your trade-in, you will be notified when the item is received and verified for value. If you ship the device after the order details page displays the cancellation message, payment may be issued by Best Buy e-Gift Card if a refund is not able to be processed to the original form of payment, you have returned the related purchase item, or too much time has passed since the original purchase item was delivered.
I have missed my trade-in shipment deadline or would like a deadline extension. Can you please re-instate my trade-in or extend my deadline?
We cannot extend or update the shipping period for your trade-in item for any reason.Requests for extensions sent to onlinetradein@BestBuy.com will not receive a reply.
How should I package my item?
Customers are responsible for providing all packaging and packing materials to ship their online trade-in. Best Buy does not provide shipping kits or materials and will not reimburse you for any costs related to them. Please follow these packaging tips: When you drop off your item, please keep a drop-off receipt and the tracking number for your records. We recommend avoiding using a shipping carrier’s drop box locations as you won't get a shipping receipt.
- Wrap the items using plenty of bubble wrap, foam packaging, or other packing supplies around fragile items. Do not use non-traditional packing materials such as clothing, towels, and other household items.
- Package the system in a sturdy cardboard box designed specifically for shipping.
- Tape all edges on the sides, top, and bottom to make sure there are no rough edges that could be snagged by automated mail processing equipment. We do not recommend using masking or cellophane tape.
- Attach the shipping label to the outside of the package. Use a piece of clear shipping tape over the top of the label.
My item has been marked delivered. Why have I not gotten an update yet?
Trade-in packages are marked delivered based on the drop-off of a shipping trailer that the carrier states contains the package. It does not guarantee the package has been delivered to Best Buy, nor does it guarantee it has been received into Best Buy’s system or verified against your emailed estimate. Requests made to onlinetradein@BestBuy.com for a status update on a delivered item will not receive a reply.
My item has been marked delivered without verification from Best Buy for an extended period, was reported lost/damaged by the carrier, or was noted as damaged/missing/empty package after verification. What do I do?
By shipping your trade-in item, you accept that Best Buy is not responsible, under any circumstances, for any loss or damage to a trade-in item, per the Terms and Conditions of our Online Trade-in Program. We do not file or complete claims with carriers for lost or damaged packages, nor do we award trade-in value for those items. If a verification notice is provided that a package was received empty, we will not reply to emails contesting the verification results or requesting additional information.
I received notice of my item’s verification from onlinetradein@BestBuy.com but have not received my payment. When will my payment be processed?
After verification, it can take a few business days for your form of payment to process. To check status of refund payments please log in to your BestBuy.com account and review your order details. We cannot send notice of receipt or completion of each refund. If you have returned or exchanged the related purchase item on your order, you will potentially forfeit any promotional value. Your trade-in will still be processed for the base trade-in value determined during the verification process.
- e-Gift cards are typically issued within 5 business days after product verification from noreply@delivery.BestBuy.corporate.thegiftcardshop.com. Please add this email address to your “safe sender” list as well.
- Refund payments to a BestBuy.com order are typically processed within 2–3 business days after product verification. The refund is made directly to the original form of payment.
Store Trade-In
What stores participate in the Best Buy Trade-In Program?
Most of our store locations can accept items for trade-in, though some can only accept items with a Best Buy receipt. Best Buy Outlet locations and our stores in Puerto Rico do not currently participate in the program. The stores that can only accept trade-ins with a Best Buy receipt are: Georgia Louisiana Massachusetts Minnesota New York Washington, DC
- Douglasville
- Baton Rouge
- Millerville
- South Bay
- Coon Rapids
- Bay Shore
- Huntington Station
- Patchogue
- Riverhead
- S. Setauket
- Columbia Heights
What does it mean if my local store “accepts trade-in only with a Best Buy receipt?”
To be able to offer immediate trade in at our store locations, Best Buy is subject to secondhand dealer laws (aka pawn laws) dictated by the state and local government bodies where those stores are located. These laws enforce specific restrictions and requirements on the trade-in process, and there are instances where in order to ensure Best Buy can meet these requirements we must limit trade-ins to only products sold directly by Best Buy or through Best Buy systems.
How does in-store Trade-In work?
- Bring your eligible electronics, any included accessories, and a valid U.S. state driver's license or state-issued photo identification card to a participating Best Buy store. Do not mail trade-in items to a Best Buy store. We cannot accept items mailed to our stores.
- If the item is a model we accept through our Trade-in Program, we'll grade your product's condition and verify its functionality. Based on these factors, we'll determine how much we can offer you for your device.
- If you accept, we require you to present your valid U.S. state driver's license or state-issued photo identification card, sign a statement of ownership, and agree to the terms and conditions. There may be additional personal information required to complete the transaction based on the jurisdiction's secondhand dealer laws.
- You'll then receive payment for the device, either directly applied to a purchase transaction or by Best Buy Gift Card. If provided a gift card, you can use the gift card toward purchasing almost any item sold in store or online.
Why do you collect personal information and what do you do with it?
The Best Buy Trade-In Program is subject to state and local secondhand dealer laws, which regulate the buying of used personal property. Many of these laws require businesses to collect information about the seller and the purchased product, and report it to law enforcement in an effort to reduce crime and recover stolen property. In some locations, to comply with applicable law, the personal information collected may include (but is not limited to): Best Buy reports certain information about trade-in transactions to law enforcement voluntarily in other locations as well. Additionally, Best Buy may be required to share personal information in response to a valid court order, subpoena, government investigation, or as otherwise required by law. Best Buy reserves the right to report, and may be required to report, to law enforcement agencies any activities that Best Buy believes to be unlawful. Best Buy may share certain information when we believe that such release is reasonably necessary to protect the rights, property and safety of others and ourselves. For more information on our privacy practices, please review the Best Buy Privacy Policy.
- Copy of your ID
- Second form of ID
- Fingerprint
- Photograph of you
Effective Date: October 21, 2026