If you have questions, you should contact us at 1-855-726-8721 and we will help you.

Frequently Asked Questions

• 1. I already went through the Galaxy Note7 recall, and got my replacement Galaxy Note7. Why am I getting another email?

  Samsung is recalling all Galaxy Note7 devices, including all of the replacement devices shipped as part of the first recall. You will need to power down both the original and replacement Galaxy Note7 devices (if you still have the original device), and return both devices to Samsung in the packaging we are sending to you, if you choose that option during the recall checkout process on this page. Alternatively, you can choose to have a Samsung representative contact you to schedule an appointment to have your old device(s) picked up.

• 2. I already submitted an exchange request during the earlier Galaxy Note7 recall, but haven't received my replacement device; what should I do?

  If you selected a replacement Galaxy Note7 device as part of the earlier recall, but have not received the replacement device, you will not receive it (as Samsung is recalling all Galaxy Note7 devices, both originals and replacements). You will need to select either to receive a new Galaxy S7 or Galaxy S7 Edge replacement device (with a refund of the difference between the cost of the replacement device and the purchase price of the original Galaxy Note7 you purchased), or a refund of your original Galaxy Note7 purchase price. If you have not already done so, you will need to return your original Galaxy Note7 in the packaging that we ship to you (if you choose the self-service return option). Alternatively, you can choose to have a Samsung representative contact you to schedule an appointment to have your old device picked up.

• 3. How do I participate in the U.S. Note7 Refund and Exchange Program?

  To begin the process, you will need the email address you used when you made your purchase, as well as your order confirmation number.

• 4. My Galaxy Note7 still works; can I keep it?

  Our highest priority is the safety of our customers; for this reason, we are urging all Galaxy Note7 users to stop using their device, power it down and participate in our U.S. Note7 Refund and Exchange Program.

• 5. If I choose to request a refund rather than exchange my Galaxy Note7 for a Galaxy S7 or S7 edge, when can I expect my money to be refunded?

  All refunds will be issued to the original payment type (credit card or PayPal) used when you placed your order. Refunds will be processed within 3 - 5 business days after the old device has been received.

• 6. How will I receive my refund? Credit Card, Check, or Direct Deposit?

  All refunds will be issued to the original payment type (credit card or PayPal) used when you placed your order. Refunds will be processed within 3 - 5 business days after the old device has been received.

• 7. How is the refund going to be reflected on my Credit Card statement?

  The refund will appear on your Credit Card as a line item from DRI*Samsung.

• 8. I don't want a refund. What other options do I have?

  You can exchange your current Galaxy Note7 for a Galaxy S7 or S7 edge, and replacement of any Galaxy Note7 specific accessories, with a refund of the price difference between devices.

• 9. How soon, can I expect to have my new Galaxy S7 or S7 edge device?

  If the Galaxy S7 or S7 edge device you have selected is in stock, it will be shipped within 2 - 3 business days. If it is not in stock, it will ship as soon as it becomes available. All replacement devices are shipped via two-day air. Please be assured that we will get you the new Galaxy S7 or S7 edge device as quickly as possible.

• 10. How do I return my current Galaxy Note7?

  You can choose to receive a prepaid return shipping box sent directly to you; once you receive it, you will need to return your old device within 14 days. Alternatively, you can choose to have a Samsung representative contact you to schedule an appointment to have your old device picked up.

• 11. I need to change or update my information, what should I do?

  If you have any additional questions or need to make changes to your contact information, please contact us at 1-855-726-8721.

• 12. Are there any other Samsung phones impacted by the recall?

  No. This recall is only related to Galaxy Note7 devices.

• 13. Can I exchange my Galaxy Note7 for a Samsung device other than the Galaxy S7 or Galaxy S7 Edge?

  If you would like to exchange your Galaxy Note7 for an alternative device, please call us at 1-855-726-8721 and we will be happy to assist you with the processing of your exchange. Please note that you can only exchange your Galaxy Note7 for a new Samsung device that is sold directly on Samsung.com; we will also refund you the amount of the price difference between the price you paid for the Galaxy Note7 and the purchase price of the new device you choose.